Title Page
ABSTRACT
Contents
CHAPTER ONE. INTRODUCTION 18
1.0. Introduction 18
1.1. Background of the study 19
1.1.1. Research background: COVID-19 19
1.1.2. Impact of COVID-19 on the hospitality industry 26
1.1.3. Global inbound quarantine policies 27
1.1.4. Chinese government quarantine policy 29
1.1.5. The scale of inbound and Chinese travelers to China 37
1.2. Problem Statement 37
1.3. Research Questions 41
1.4. Scope of the Study 41
1.5. Significance of the Study 43
1.5.1. Significance to theory 43
1.5.2. Significance of practice 45
1.6. Definition of Key Terms 47
1.6.1. COVID-19 47
1.6.2. WeChat 48
1.6.3. RED (Little Red Book) 49
1.6.4. Zoom 49
1.6.5. Hotel Quarantines Guests (Customers) 50
1.7. The structure of the study 50
1.8. Conclusion 52
CHAPTER TWO. LITERATURE REVIEW 53
2.0. Introduction 53
2.1. Review of Related Literature 53
2.1.1. COVID-19 56
2.1.2. Public health safety 58
2.1.3. Crisis management, Hotel crisis management strategy 61
2.1.4. Inbound and Chinese travelers 69
2.1.5. Quarantine hotel, Quarantine hotel guests 70
2.1.6. Service quality 80
2.1.7. Perceived service quality model 83
2.1.8. Guest'satisfaction 98
2.1.9. Satisfaction and loyalty 114
2.1.10. Lodger revisit intention 116
2.2. Theoretical foundation :Expectation Confirmation Theory 119
2.3. Theoretical Framework 125
2.4. Conclusions 127
CHAPTER THREE. RESEARCH METHODOLOGY 128
3.0. Introduction 128
3.1. Research Philosophies 129
3.2. Methodology 132
3.2.1. Qualitative Research 132
3.2.2. Ethnographic Research 146
3.3. Research Method 148
3.3.1. Data Collection Technique: Semi-structured Interviews 148
3.3.2. Data Collection Process 150
3.3.3. Population 162
3.3.4. Sampling 163
3.4. Interview Protocol Development (Pilot Test) 169
3.5. Data Analysis 173
3.5.1. The cycle of qualitative data analysis 173
3.5.2. Data Analysis Stages 174
3.6. Conclusion 180
CHAPTER FOUR. FINDINGS 182
4.0. Introduction 182
4.1. An Overview of Interview Responses 183
4.2. Guest'expectations on hotel service quality 192
4.2.1. Tangible 193
4.2.2. Reliability 199
4.2.3. Responsiveness 200
4.2.4. Assurance 200
4.2.5. Empathy 202
4.3. Guest's perception of hotel service quality 203
4.3.1. Tangible 203
4.3.2. Reliability 205
4.3.3. Responsiveness 210
4.3.4. Assurance 211
4.3.5. Empathy 214
4.4. Guest's performance of hotel service quality hotel services 222
4.4.1. Tangible 222
4.4.2. Reliability 224
4.4.3. Responsiveness 225
4.4.4. Assurance 227
4.4.5. Empathy 236
4.5. Guest's confirmation of hotel service quality 238
4.5.1. Tangible 238
4.5.2. Reliability 238
4.5.3. Responsiveness 241
4.5.4. Assurance 242
4.5.5. Empathy 243
4.6. Guest's satisfaction and loyalty 245
4.7. Lodger revisit intention 250
4.8. Conclusion 263
CHAPTER FIVE. DISCUSSION, CONCLUSION, RECOMMENDATIONS 266
5.0. Introduction 266
5.1. Interpretation of Findings 266
5.1.1. The impact factors of service quality on guest'satisfaction 267
5.1.2. The gap between guest service expectations and hotel service 272
5.1.3. Guests satisfaction effects on lodger revisit intention 273
5.1.4. Hotel crisis management improve service standards 275
5.2. Implications 279
5.2.1. Theoretical implications 279
5.2.2. Practical implications 284
5.3. Limitations of the Study 288
5.4. Recommendations for Research 292
5.5. Conclusions 294
References 297
LIST OF ABBREVIATIONS[원문불량;p.320] 337
APPENDIXES 17
Appendix I. Consent Letter 351
Appendix II. 访谈知情同意书 352
Appendix III. INTERVIEW GUIDE 353
Appendix IV. 访谈提纲 357
Appendix V. Invitation letter for Pilot Test 364
Appendix VI. Invitation letter for Interview 366
Appendix VII. An example of a transcribed interview 368
[Table 1.0] Demographic Characteristics of Respondents 338
[Table 2.0] Overview of Code Book 340
[Figure 1.1] The rapid increase in and spread of confirmed COVID-19 cases 20
[Figure 1.2] COVID-19 related global travel restrictions (as of 31 March 2020). 23
[Figure 1.3] Accommodation occupancy rate change for the week of 21 March 24
[Figure 1.4] Accommodation occupancy rate change for the week of 21 March 25
[Figure 1.5] Inbound and Chinese travelers flow chart 33
[Figure 1.6] Site operation flow chart 34
[Figure 1.7] Site Separation Process 34
[Figure 1.8] Research Gap 40
[Figure 2.1] Four stages of crisis management framework 64
[Figure 2.2] Perceived service quality model 94
[Figure 2.3] Expectations Confirmation Theory (ECT) Model 126
[Figure 3.1] Qualitative Research Cycle 138
[Figure 3.2] Adiagrammatic overview of the design 141
[Figure 3.3] Differences between Qualitative and Quantitative Research 145
[Figure 3.4] Schematic Representation of the Interview Protocol. 172
[Figure 4.1] Gender characteristics of respondents 185
[Figure 4.2] The Nationality characteristics of respondents 185
[Figure 4.3] Age characteristics of respondents 186
[Figure 4.4] Occupation characteristics of respondents 187
[Figure 4.5] Education characteristics of respondents 187
[Figure 4.6] Monthly income characteristics of respondents 188
[Figure 4.7] Departure country characteristics of respondents 189
[Figure 4.8] City of arrival characteristics of respondents 189
[Figure 4.9] The hotel level characteristics of respondents 190
[Figure 4.10] Check-in Time characteristics of respondents 191
[Figure 4.11] Daily accommodation standard characteristics of respondents 191
[Figure 4.12] Total cost accommodation characteristics of respondents 192
[Figure 5.1] Monthly income characteristics of respondents 270
[Figure 5.2] Nationnality characteristics of respondents 290