Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia-Reference-Cited by-同舟云学术

Protective Measures Against COVID-19 and their Impact on Guest Satisfaction and Behaviour Intentions: The Case of the Hotel Industry of Serbia

Published:2022-12-01 Issue:4 Volume:60 Page:533-549
ISSN:2217-3668
Container-title:Economic Themes
language:en
Short-container-title:

Author:

Perić Goran¹,Dramićanin Sandra²,Sekulić Dejan³

Affiliation:

1. 1 Toplica Academy of Applied Studies , Department of Business Studies Blace ,, Republic of Serbia

2. 2 University of Kragujevac , Faculty of Hotel Management and Tourism in Vrnjačka Banja , Republic of Serbia

3. 3 University of Kragujevac , Faculty of Hotel Management and Tourism in Vrnjačka Banja , Republic of Serbia

Abstract

Abstract After drastically changing the global tourism and hospitality industry, the current pandemic made hotel companies better understand the new situation and begin to adapt to new market developments. The hotel industry has made significant advances and changes in its business to guarantee the health and safety of guests. This research aimed to examine the consequence of hotels' protective measures against the COVID-19 virus on guest attitudes about protective measures, satisfaction and behavioural intentions. Research findings indicate the protective measures versus COVID-19 utilized by hotels in Serbia positively impact guest attitude towards the measures and guest satisfaction. In contrast, the impact on behavioural intentions is not statistically significant. Additionally, guest attitude towards the measures positively affects guest satisfaction. Guest satisfaction positively affects guest behavioural intentions, while the relationship between guest attitudes and behavioural intentions is not statistically significant.

Publisher

Walter de Gruyter GmbH

Subject

Materials Chemistry,Economics and Econometrics,Media Technology,Forestry

Link

https://www.sciendo.com/pdf/10.2478/ethemes-2022-0029

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