孙少龙研究员，西安交通大学

The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. As the first victim of the COVID-19 virus, China's hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher "tolerance" and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era.