The impact of COVID-19 on tourism

Detalhes bibliográficos
Autor(a) principal: Rita, Paulo
Data de Publicação: 2022
Outros Autores: Moro, Sérgio, Cavalcanti, Gabriel
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/144832
Resumo: Rita, P., Moro, S., & Cavalcanti, G. (2022). The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector. Journal of Air Transport Management, 104(September), [102277]. https://doi.org/10.1016/j.jairtraman.2022.102277 -------- Funding Information: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020—Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
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spelling The impact of COVID-19 on tourismAnalysis of online reviews in the airlines sectorAirlinesCoronavirusCOVID-19Online reviewsPandemicTourismTransportationStrategy and ManagementManagement, Monitoring, Policy and LawLawSDG 12 - Responsible Consumption and ProductionRita, P., Moro, S., & Cavalcanti, G. (2022). The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector. Journal of Air Transport Management, 104(September), [102277]. https://doi.org/10.1016/j.jairtraman.2022.102277 -------- Funding Information: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020—Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.This research aimed to understand how airline companies are addressing the crisis generated by the Covid-19 pandemic and handling issues like cancellations and customer (dis)satisfaction. Research on online reviews from the most popular tourism website, TripAdvisor, was conducted through the collection of review posts from the leading 10 worldwide airline groups by number of passengers. These reviews were extracted from the sector's most impacted period during the pandemic – from the date where the first travel restrictions were imposed until the date where they began to be lifted again (from March to May 2020), which consequently led to a greater number of posted and shared reviews. A total of 885 reviews were collected and analysed with the help of the Python-based sentiment analysis tool VADER. Results showed a very negative trend, which was mainly caused by issues related to refund policies and process, confirming the reported pandemic impact on this sector. Low-cost airlines revealed a lower customer satisfaction rate when compared to traditional ones, while most of the posts were related to Loyalty/Competitiveness, which affected brands' overall equity. This study enables to better understand, from the customers' perspective, how airlines were able to deal with the severe impact of the COVID-19 pandemic. Through such knowledge and subsequent critical discussion, we unveil the critical issues that have led to unsatisfied customers, helping to build up the body of knowledge on airlines’ recovery after the pandemic.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNRita, PauloMoro, SérgioCavalcanti, Gabriel2022-10-18T22:11:47Z2022-09-012022-09-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article11application/pdfhttp://hdl.handle.net/10362/144832eng0969-6997PURE: 46128478https://doi.org/10.1016/j.jairtraman.2022.102277info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:24:47Zoai:run.unl.pt:10362/144832Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:51:46.423065Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The impact of COVID-19 on tourism
Analysis of online reviews in the airlines sector
title The impact of COVID-19 on tourism
spellingShingle The impact of COVID-19 on tourism
Rita, Paulo
Airlines
Coronavirus
COVID-19
Online reviews
Pandemic
Tourism
Transportation
Strategy and Management
Management, Monitoring, Policy and Law
Law
SDG 12 - Responsible Consumption and Production
title_short The impact of COVID-19 on tourism
title_full The impact of COVID-19 on tourism
title_fullStr The impact of COVID-19 on tourism
title_full_unstemmed The impact of COVID-19 on tourism
title_sort The impact of COVID-19 on tourism
author Rita, Paulo
author_facet Rita, Paulo
Moro, Sérgio
Cavalcanti, Gabriel
author_role author
author2 Moro, Sérgio
Cavalcanti, Gabriel
author2_role author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Rita, Paulo
Moro, Sérgio
Cavalcanti, Gabriel
dc.subject.por.fl_str_mv Airlines
Coronavirus
COVID-19
Online reviews
Pandemic
Tourism
Transportation
Strategy and Management
Management, Monitoring, Policy and Law
Law
SDG 12 - Responsible Consumption and Production
topic Airlines
Coronavirus
COVID-19
Online reviews
Pandemic
Tourism
Transportation
Strategy and Management
Management, Monitoring, Policy and Law
Law
SDG 12 - Responsible Consumption and Production
description Rita, P., Moro, S., & Cavalcanti, G. (2022). The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector. Journal of Air Transport Management, 104(September), [102277]. https://doi.org/10.1016/j.jairtraman.2022.102277 -------- Funding Information: Paulo Rita was supported through the FCT (Fundação para a Ciência e a Tecnologia) under UIDB/04152/2020—Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
publishDate 2022
dc.date.none.fl_str_mv 2022-10-18T22:11:47Z
2022-09-01
2022-09-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/144832
url http://hdl.handle.net/10362/144832
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0969-6997
PURE: 46128478
https://doi.org/10.1016/j.jairtraman.2022.102277
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 11
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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