Assessing customer financial risk perception and attitude in the hotel industry: Exploring the role of protective measures against COVID-19

Ajzen, 1991, The theory of planned behavior, Organ. Behav. Hum. Decis. Process., 50, 179, 10.1016/0749-5978(91)90020-T Ajzen, 1985, From intentions to actions: a theory of planned behavior, 11 Ajzen, 1975, A Bayesian analysis of attribution processes, Psychol. Bull., 82, 261, 10.1037/h0076477 Anderson, 2020, How will country-based mitigation measures influence the course of the COVID-19 epidemic?, Lancet, 395, 931, 10.1016/S0140-6736(20)30567-5 Alegre, 2006, Destination loyalty: consumers’ economic behavior, Ann. Tour. Res., 33, 684, 10.1016/j.annals.2006.03.014 Beck, 2020, Slowly coming out of COVID-19 restrictions in Australia: implications for working from home and commuting trips by car and public transport, J. Transp. Geogr., 88, 10.1016/j.jtrangeo.2020.102846 Bernhardt, 2000, A longitudinal analysis of satisfaction and profitability, J. Bus. Res., 47, 161, 10.1016/S0148-2963(98)00042-3 Barke, 1997, Risk perceptions of men and women scientists, Soc. Sci. Q., 167 Boksberger, 2007, Multidimensional analysis of perceived risk in commercial air travel, J. Air Transp. Manag., 13, 90, 10.1016/j.jairtraman.2006.10.003 Cahyanto, 2016, The dynamics of travel avoidance: the case of Ebola in the US, Tour. Manag. Perspect., 20, 195, 10.1016/j.tmp.2016.09.004 Cameron, 2015, Risk-taking behavior in the wake of natural disasters, J. Hum. Resour., 50, 484, 10.3368/jhr.50.2.484 Chan, 2021, A comparison of hotel guest experience before and during pandemic: evidence from online reviews, 549 Chua, 2020, Tourists’ outbound travel behavior in the aftermath of the COVID-19: role of corporate social responsibility, response effort, and health prevention, J. Sustain. Tour., 1 Cina, 1989, Creating an effective customer satisfaction program, J. Bus. Ind. Mark., 4, 33, 10.1108/EUM0000000002729 Clow, K.E., Kurtz, D.L., Ozment, J., Ong, B.S., 1997. The antecedents of consumer expectations of services: an empirical study across four industries. J. Serv. Mark. Casidy, 2016, A risk worth taking: perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price, J. Retail. Consum. Serv., 32, 189, 10.1016/j.jretconser.2016.06.014 Ceylan, R.F., Ozkan, B., Mulazimogullari, E., 2020. Historical evidence for economic effects of COVID-19. Cori, L., Bianchi, F., Cadum, E., Anthonj, C., 2020. Risk perception and COVID-19. DelVecchio, 2001, Consumer perceptions of private label quality: the role of product category characteristics and consumer use of heuristics, J. Retail. Consum. Serv., 8, 239, 10.1016/S0969-6989(00)00030-8 Darley, W.K., Luethge, D.J., 2019. Management and business education in Africa: a post-colonial perspective of international accreditation. Acad. Manag. Learn. Educ., vol. 18(1), pp. 99–111. Dolnicar, 2007, Crises’ that scare tourists: investigating tourists’ travel-related concerns, Crisis Manag. Tour., 98, 10.1079/9781845930479.0098 Dobrosielski, C., 2020. HotelAVE projects 5-year recovery for hotels after COVID-19. Mar 18. Retrieved from: 〈https://www.hotelmanagement.net/asset-management/hotelave-projects-5-year-recovery-for-hotels-after-covid-19〉. Eagly, 1993 Everingham, 2020, Post COVID-19 ecological and social reset: moving away from capitalist growth models towards tourism as Buen Vivir, Tour. Geogr., 22, 555, 10.1080/14616688.2020.1762119 Fuchs, 2006, Tourist destination risk perception: the case of Israel, J. Hosp. Leis. Mark., 14, 83 Fishbein, 1980, Predicting and understanding family planning behaviors Hao, 2020, COVID-19 and China’s hotel industry: impacts, a disaster management framework, and post-pandemic agenda, Int. J. Hosp. Manag., 90, 10.1016/j.ijhm.2020.102636 Han, 2010, An investigation of green hotel customers’ decision formation: developing an extended model of the theory of planned behavior, Int. J. Hosp. Manag., 29, 659, 10.1016/j.ijhm.2010.01.001 Han, 2009, The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry, J. Hosp. Tour. Res., 33, 487, 10.1177/1096348009344212 Han, 2015, Hotel customers’ environmentally responsible behavioral intention: impact of key constructs on decision in green consumerism, Int. J. Hosp. Manag., 45, 22, 10.1016/j.ijhm.2014.11.004 Han, 2012, An extension of the four-stage loyalty model: the critical role of positive switching barriers, J. Travel Tour. Mark., 29, 40, 10.1080/10548408.2012.638559 Han, 2017, Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention, Int. J. Hosp. Manag., 63, 82, 10.1016/j.ijhm.2017.03.006 Han, 2019, An electric airplane: assessing the effect of travelers’ perceived risk, attitude, and new product knowledge, J. Air Transp. Manag., 78, 33, 10.1016/j.jairtraman.2019.04.004 Hampel, 1977 Hakim, 2021, Should I stay, or should I go? Consumers’ perceived risk and intention to visit restaurants during the COVID-19 pandemic in Brazil, Food Res. Int., 141, 10.1016/j.foodres.2021.110152 Hill, 2018 Im, 2021, COVID-19, social distancing, and risk-averse actions of hospitality and tourism consumers: a case of South Korea, J. Destin. Mark. Manag., 20 Ji, 2021, Linking transaction-specific satisfaction and customer loyalty–the case of casino resorts, J. Retail. Consum. Serv., 58, 10.1016/j.jretconser.2020.102319 Jani, D., Han, H., 2013. Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: how do these and other factors relate in a hotel setting? Int. J. Contemp. Hosp. Manag. Jeaheng, 2020, Impacts of Halal-friendly services, facilities, and food and beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust, and loyalty, J. Hosp. Mark. Manag., 29, 787 Jang, 2019, Do price promotions drive consumer spending on luxury hotel services? The moderating roles of room price and user-generated content, Int. J. Hosp. Manag., 78, 27, 10.1016/j.ijhm.2018.11.010 Koonce, 2005, How do investors judge the risk of financial items?, Account. Rev., 80, 221, 10.2308/accr.2005.80.1.221 Keisidou, E., Sarigiannidis, L., Maditinos, D.I., Thalassinos, E.I., 2013. Customer satisfaction, loyalty and financial performance. Int. J. Bank Mark. Kaswengi, 2015, Consumer choice of store brands across store formats: a panel data analysis under crisis periods, J. Retail. Consum. Serv., 23, 70, 10.1016/j.jretconser.2014.12.003 Khan, 2015, An empirical study of perceived factors affecting customer satisfaction to re-purchase intention in online stores in China, J. Serv. Sci. Manag., 8, 291 Laroche, 2004, Exploring how intangibility affects perceived risk, J. Serv. Res., 6, 373, 10.1177/1094670503262955 Ladhari, 2015, eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions, Int. J. Hosp. Manag., 46, 36, 10.1016/j.ijhm.2015.01.010 Lu, 2020, The perceived impact of the Covid-19 epidemic: evidence from a sample of 4807 SMEs in Sichuan Province, China Environ. Hazards, 19, 323, 10.1080/17477891.2020.1763902 Mellers, 1994, Representations of risk judgments, Organ. Behav. Hum. Decis. Process., 57, 167, 10.1006/obhd.1994.1010 Mitchell, 1998, A role for consumer risk perceptions in grocery retailing, Br. Food J., 100, 171, 10.1108/00070709810207856 Morgan, 2006, The value of different customer satisfaction and loyalty metrics in predicting business performance, Mark. Sci., 25, 426, 10.1287/mksc.1050.0180 Moon, 2016, Role of airport physical environments in the satisfaction generation process: mediating the impact of traveller emotion, Asia Pac. J. Tour. Res., 21, 193, 10.1080/10941665.2015.1048260 Mowen, 1998 Mohsan, 2011, Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan, Int. J. Bus. Soc. Sci., 2 Maignan, 1997, The nature and social uses of the Internet: a qualitative investigation, J. Consum. Aff., 31, 346, 10.1111/j.1745-6606.1997.tb00395.x Neuburger, 2020, Travel risk perception and travel behaviour during the COVID-19 pandemic 2020: a case study of the DACH region, Curr. Issues Tour., 1 Nguyen, 2019, The joint influence of financial risk perception and risk tolerance on individual investment decision‐making, Account. Financ., 59, 747, 10.1111/acfi.12295 Nisa, C., Belanger, J.J., Faller, D., Mierau, J., Austin, M., Buttrick, N., Leander, P., et al., 2020. Appealing to economic (vs. health) risk may be more effective to fight COVID-19: a multilevel analysis in 24 countries. PsyArXiv Preprints. Olya, 2018, Risk assessment of halal products and services: implication for tourism industry, Tour. Manag., 65, 279, 10.1016/j.tourman.2017.10.015 O’Neill, 2010, Hotel brand strategy, Cornell Hosp. Q., 51, 27, 10.1177/1938965509352286 Priester, 2004, The A2SC2 model: the influence of attitudes and attitude strength on consideration and choice, J. Consum. Res., 30, 574, 10.1086/380290 Perugini, 2001, The role of desires and anticipated emotions in goal‐directed behaviours: broadening and deepening the theory of planned behaviour, Br. J. Soc. Psychol., 40, 79, 10.1348/014466601164704 Perić, 2021, The impact of Serbian tourists’ risk perception on their travel intentions during the COVID-19 pandemic, Eur. J. Tour. Res., 27, 2705, 10.54055/ejtr.v27i.2125 Quintal, 2010, Risk, uncertainty and the theory of planned behavior: a tourism example, Tour. Manag., 31, 797, 10.1016/j.tourman.2009.08.006 Rogers, 1975, A protection motivation theory of fear appeals and attitude change1, J. Psychol., 91, 93, 10.1080/00223980.1975.9915803 Raude, 2009, Lay perceptions of the pandemic influenza threat, Eur. J. Epidemiol., 24, 339, 10.1007/s10654-009-9351-x Rubin, 2009, Public perceptions, anxiety, and behaviour change in relation to the swine flu outbreak: cross sectional telephone survey, Bmj, 339, 339, 10.1136/bmj.b2651 Ryu, 2010, Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: moderating role of perceived price, J. Hosp. Tour. Res., 34, 310, 10.1177/1096348009350624 Rahmawati, 2013, Intention to purchase the private label brand: the roles of financial risk perception, price, and value consciousness for consumers of hypermarket in Surabaya, J. Econ. Bus. Account. Ventur., 16 San‐Martin, S., López‐Catalán, B., 2013. How can a mobile vendor get satisfied customers?. Ind. Manag. Data Syst. Smith, 2006, Responding to global infectious disease outbreaks: lessons from SARS on the role of risk perception, communication and management, Soc. Sci. Med., 63, 3113, 10.1016/j.socscimed.2006.08.004 Shin, 2020, Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: focused on technology innovation for social distancing and cleanliness, Int. J. Hosp. Manag., 91, 10.1016/j.ijhm.2020.102664 Styvén, 2019, Benefits and barriers for the use of digital channels among small tourism companies, Scand. J. Hosp. Tour., 19, 27, 10.1080/15022250.2017.1379434 Steyn, N., Binny, R.N., Hannah, K., Hendy, S., James, A., Lustig, A., Sporle, A. , et al., 2021. Māori and Pacific People in New Zealand have higher risk of hospitalisation for COVID-19. medRxiv, 2020–12. Tull, 2020, Psychological outcomes associated with stay-at-home orders and the perceived impact of COVID-19 on daily life, Psychiatry Res., 289, 10.1016/j.psychres.2020.113098 Untaru, 2021, Protective measures against COVID-19 and the business strategies of the retail enterprises: differences in gender, age, education, and income among shoppers, J. Retail. Consum. Serv., 60, 10.1016/j.jretconser.2021.102446 World Health Organization (WHO), 2020a. WHO emergencies press conference on novel coronavirus – 7 February. Retrieved from: 〈https://mca.essensys.ro/docs/default-source/coronaviruse/transcripts/transcript-coronavirus-press-conference-full-07feb2020-final.pdf?sfvrsn=3beba1c0_2〉. World Health Organization (WHO), 2020b. Coronavirus disease (COVID-2019) situation reports. Retrieved from: 〈https://www.who.int/publications/i/item/9241580313〉. World Health Organization (WHO), 2020c. Novel Coronavirus (2019-nCoV) SITUATION REPORT – 1 21 JANUARY. Retrieved from: 〈https://www.who.int/docs/default-source/coronaviruse/situation-reports/20200121-sitrep-1-2019-ncov.pdf?sfvrsn=20a99c10_4〉. Xu, 2016, The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: a text mining approach, Int. J. Hosp. Manag., 55, 57, 10.1016/j.ijhm.2016.03.003 Yang, 2021, To survive or to thrive? China’s luxury hotel restaurants entering O2O food delivery platforms amid the COVID-19 crisis, Int. J. Hosp. Manag., 94, 10.1016/j.ijhm.2020.102855 Zeithaml, 1996, The behavioral consequences of service quality, J. Mark., 60, 31, 10.1177/002224299606000203 Zielke, S., Dobbelstein, T., 2007. Customers' willingness to purchase new store brands. J. Prod. Brand Manag. Zhang, 2021, Effects of human behavior changes during the coronavirus disease 2019 (COVID-19) pandemic on influenza spread in Hong Kong, Clin. Infect. Dis., 73, e1142, 10.1093/cid/ciaa1818