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

IF 3.4 4区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Cornell Hospitality Quarterly Pub Date : 2024-03-23 DOI:10.1177/19389655241238947

Salman Yousaf, Jong Min Kim

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引用次数: 0

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.

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危机和在线酒店评论的时间维度：大流行病期间自恋者的社会支持视角

本研究旨在调查 COVID-19 危机对自恋特质个体在线评论行为的影响。我们对提交到 TripAdvisor.com 的纽约市酒店在线评论进行了文本分析，时间跨度为 2019 年 8 月 1 日至 2022 年 7 月 31 日。在这一时间段内，我们考察了 COVID-19 危机前、大流行初期和危机后期的各个阶段。我们观察到，在 COVID-19 危机的初期阶段，自恋与评论评级之间的负相关关系并不明显，但随着危机的发展，这种负相关关系变得更加明显。相反，在 COVID-19 危机的早期阶段，自恋与感知到的评论有用性之间的正相关性要强于后期阶段。这表明，在网上发表评论的行为可能是一种社会支持机制，尤其是自恋的人利用这种机制来解决自己的弱点，这在 COVID-19 危机的早期阶段表现得更为明显。这些发现为研究开辟了新的途径，对酒店、旅游和服务行业的专业人士，尤其是了解危机时期的消费者行为具有实际意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Cornell Hospitality Quarterly Multiple-

CiteScore

8.50

自引率

2.90%

发文量

期刊介绍： Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.