Air Pollution Impact on Hotel Reviews and Post-Haze Recovery
Impact of Transboundary Air Pollution on Service Quality and Consumer Satisfaction
Tags: CUHK Business School, Hong Kong, Consumer Goods & Services, Computing Technology
This study investigates the impact of transboundary haze pollution in Singapore on firm productivity and consumer satisfaction in the hospitality sector. Using online reviews as proxies, the research reveals that consumer satisfaction significantly declines during haze episodes but rebounds sharply once the haze dissipates, driven by mood shifts rather than service quality. Machine learning sentiment analysis confirms that negative consumer moods cause the drop in satisfaction, and subsequent improvements in service quality enhance post-haze satisfaction. The study demonstrates that firms often operate at suboptimal productivity levels unless their reputations are under threat. Applications of this technology include analyzing environmental shocks' effects on industries reliant on customer satisfaction metrics, such as tourism and retail.
IP Type or Form Factor: Discovery & Research; Software & Algorithm
TRL: 4 - minimum viable product built in lab
Industry or Tech Area: Hospitality & Tourism; Big Data Analytics & Simulations
