Please keep my room clean: How eWOM can influence the consumers' perceptions of cleanliness in hotels?

Over the last decade, there has been a growing emphasis on cleanliness in society, including the hospitality industry (Park et al., 2019; Zemke et al., 2015). With the pandemic (i.e., COVID-19) set to hit the world in 2020, cleanliness has become an international issue and a need for human survival. According to industry reports, customers do not want to travel to their destination and stay in hotels due to the pandemic (Gursoy & Chi, 2020).