Temporal Dimensions of Crisis and Online Hotel Reviews: A Social Support Perspective of Narcissists During the Pandemic

Abstract

This study sought to investigate the impact of the COVID-19 crisis on the online reviewing behavior of individuals with narcissistic traits. We conducted a textual analysis of online reviews submitted to TripAdvisor.com for hotels in New York City, covering the period from August 1, 2019, to July 31, 2022. This time frame allowed us to examine the phases before the COVID-19 crisis, during the early stages of the pandemic, and in the later stages of the crisis. We observed that the negative correlation between narcissism and review ratings was less evident during the initial phase of the COVID-19 crisis but became more pronounced as the crisis progressed. Conversely, the positive correlation between narcissism and the perceived helpfulness of reviews was stronger in the early stages of the COVID-19 crisis compared with the later stages. This suggests that the behavior of posting online reviews may serve as a form of social support mechanism, particularly utilized by narcissistic individuals to address their vulnerabilities, which was more apparent during the early phase of the COVID-19 crisis. These findings open new avenues for research and have practical implications for professionals in the hospitality, tourism, and service industries, especially in understanding consumer behavior during crisis periods.