ABSTRACT
The study reveals three important things regarding resort Kids’ clubs or mini-clubs: First, families write significant number of reviews regarding resort mini-clubs on TripAdvisor; second, the experience of children at resort mini-clubs contributes to the overall experience of families; and finally, reviews on resort mini-clubs contribute to the overall performance (customer satisfaction) of resorts. Overall, resort mini-clubs can be said to be services part of the performance of resorts or service apart from the performance of resorts. However, the breakout of COVID-19 impediment the ability of resort mini-clubs to contribute fully to customer satisfaction. COVID-19 could be said to have disabled the potential of resort mini-clubs. Radical innovation is therefore needed for resort mini-clubs to play again its central role in customer satisfaction.
