Stay Healthy, Stay Furbished: Investigating the Co-Created Experiences of Quarantine Hotel Stay and Implications for Post-Pandemic Era

Abstract

ABSTRACT Paying a timely tribute to the ancient root meaning of “hospitale,” emblematic of granting haven for those in desperate need, this study comprehensively investigates the direct and indirect relationships constituting the co-created experiences of quarantine hotel stay, an emerging hospitality product genre in the COVID-19 era. Data on inbound quarantined hotel guests were collected in China, where a solid “Dynamic Zero Covid” policy is in place. Research results from structural equation modeling revealed customers’ value co-creation attitude and perceptions of service quality as effective predictors of their behavioral intention in the quarantine hotel scenario. This study also verified the mediation of service quality, the moderation of personal collectivism, and the moderated mediation effect of value co-creation attitude and behavioral intention via service quality. The study contributes to the extant literature by introducing community value co-creation perspective to address the innovation and resilience of hospitality products and services in the pandemic era, with practical implications duly derived.