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By applying the American Customer Satisfaction Index (ACSI) model to virtual art exhibitions, this research aims to reveal insights into the factors impacting visitor satisfaction and electronic word-of-mouth (e-WOM). Furthermore, the investigation of exhibition promotion seeks to understand how external factors contribute to the overall visitor experience in virtual art exhibitions.

With advancements in virtual communication technology and the transformative impact of the COVID-19 pandemic in recent years, there has been a notable surge in the popularity of virtual art exhibitions based on the Internet. This study uses the ACSI model to examine visitor satisfaction and e-WOM in virtual art exhibitions. Additionally, it explores the influence of exhibition promotion on the ACSI model.

Key findings revealed that 1) both promotion efforts and e-WOM exhibited significant relationships with the ACSI model, and 2) most of the relationships within the ACSI model were consistent with previous research outcomes.

This study extends the ACSI model’s application to virtual art exhibitions, enhancing its relevance. Additionally, it addresses the knowledge gap concerning the direct impact of promotion on audience expectations and its relationship with the ACSI model in virtual art exhibitions. Furthermore, the research explores the influence of customer satisfaction on electronic word-of-mouth in exhibitions, offering valuable insights for exhibition evaluation systems. The study serves as a guide, providing data and models for researchers investigating virtual art exhibitions.

This study analyzes the evolution of topics related to COVID-19 on Chinese social media platforms with the aim of identifying changes in netizens' concerns during the different stages of the pandemic.

In total, 793,947 posts were collected from Zhihu, a Chinese Question and Answer website, and Dingxiangyuan, a Chinese online healthcare community, from 31 December, 2019, to 4 August, 2021. Topics were extracted during the prodromal and outbreak stages, and in the abatement–resurgence cycle.

Netizens' concerns varied in different stages. During the prodromal and outbreak stages, netizens showed greater concern about COVID-19 news, the impact of COVID-19 and the prevention and control of COVID-19. During the first round of the abatement and resurgence stage, netizens remained concerned about COVID-19 news and the prevention and control of the pandemic, however, less attention was paid to the impact of COVID-19. During later stages, popularity grew in topics concerning the impact of COVID-19, while netizens engaged more in discussions about international events and the raising of spirits to fight the global pandemic.

This study contributes to the practice by providing a way for the government and policy makers to retrospect the pandemic and thereby make a good preparation to take proper measures to communicate with citizens and address their demands in similar situations in the future.

This study contributes to the literature by applying an adapted version of Fink's (1986) crisis life cycle to create a five-stage evolution model to understand the repeated resurgence of COVID-19 in Mainland China.