COVID-19 re-opening measures in the full-service restaurant industry: the impact in the word-of-mouth intention
DOI:
https://doi.org/10.29105/rinn18.35-e5Keywords:
Covid-19, word of mouth, restaurants, hospitality, pandemicAbstract
One of the most affected industries due to COVID-19 has been full-service restaurants since several governments worldwide decided to close them temporarily as a measure to stop spreading the virus. As the re-opening happens, the priority on the factors for these restaurants’ customers to recommend others or Word-of-Mouth (WOM) seems to have changed, especially if analyzed according to demographics groups. This article shows empirical evidence of what factors in full-service restaurants influence a client’s word-of-mouth intentions before and during COVID-19, aiming the relevance of trust (TST) to be superior to other factors, such as the quality of the food (QF) itself.
Downloads
References
Berkman, H. W. & Gilson, C. C. (1986). Consumer behavior: Concepts and
strategies. Thomson South-Western.
Bujisic, M., Hutchinson, J. & Parsa, H. G. (2014). The effects of restaurant
quality attributes on customer behavioral intentions. International Journal of
Contemporary Hospitality Management, 26(8), 1270-1291.
Chen, S. C. (2012). The customer satisfaction-loyalty relation in an interactive
e-service setting: the mediators. Journal of Retailing and Consumer
Services, 19(2), 202-210.
Emde, M. & Fuchs, M. (2012). Exploring Animated Faces Scales in Web
Surveys: Drawbacks and Prospects. Survey Practice, 5(1), 1-6.
Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with
unobservable variables and measurement error. Journal of Marketing
Research, 18(1), 39-50.
Freimuth, V. S., Musa, D., Hilyard, K., Quinn, S. C. & Kim, K. (2014). Trust
during the early stages of the 2009 H1N1 pandemic. Journal of Health
Communication, 19(3), 321-339.
Garvin, D. A. (1984). What does “product quality” really mean. Sloan
Management Review, 25.
Garvin, D. A. (1987). Competing on the eight dimensions of quality.
Ha, J. & Jang, S. C. S. (2010). Effects of service quality and food quality: the
moderating role of atmospherics in an ethnic restaurant segment.
International Journal of Hospitality Management, 29(3), 520-529.
Hair, J. F., Black, W. C., Babin, B. J. & Anderson, R. E. (2010). Multivariate Data
Analysis. New Jersey: Pearson Prentice Hall.
Han, H. & Ryu, K. (2012). Key factors driving customers’ word-of-mouth
intentions in full-service restaurants: The moderating role of switching
costs. Cornell Hospitality Quarterly, 53(2), 96-109.
Harker, M. J. & Egan, J. (2006). The past, present and future of relationship
marketing. Journal of Marketing Management, 22(1), 215-242.
Hu, L. T. & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance
structure analysis: Conventional criteria versus new alternatives. Structural
Equation Modeling, 6(1), 1-55.
Kim, D. J., Ferrin, D. L. & Rao, H. R. (2008). A trust-based consumer decisionmaking model in electronic commerce: The role of trust, perceived risk, and
their antecedents. Decision Support Systems, 44(2), 544-564.
Kim, W. G., Han, J. S. & Lee, E. (2001). Effects of relationship marketing on
repeat purchase and word of mouth. Journal of Hospitality & Tourism
Research, 25(3), 272-288.
Knutson, B. J. (1988). Ten laws of customer satisfaction. Cornell Hotel and
Restaurant Administration Quarterly, 29(3), 14-17.
Kramer, A. & Kramer, K. Z. (2020). The potential impact of the Covid-19
pandemic on occupational status, work from home, and occupational
mobility. Journal of Vocational Behavior, 119, 103442.
Ling, K. C., Chai, L. T. & Piew, T. H. (2010). The effects of shopping orientations,
online trust and prior online purchase experience toward customers' online
purchase intention. International Business Research, 3(3), 63.
Litvin, S. W., Goldsmith, R. E. & Pan, B. (2008). Electronic word-of-mouth in
hospitality and tourism management. Tourism Management, 29(3), 458-
Longart, P. (2010). What drives word-of-mouth in restaurants? International
Journal of Contemporary Hospitality Management, 22(1), 121-128.
Longstaff, P. H. & Yang, S. U. (2008). Communication management and trust:
their role in building resilience to “surprises” such as natural disasters,
pandemic flu, and terrorism. Ecology and Society, 13(1), 3.
Lovelock, C. H. (2000). Service marketing (4th ed.). NJ: Prentice Hall
International.
Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The Cornell
Hotel and Restaurant Administration Quarterly, 42(6), 73-79.
Namkung, Y. & Jang, S. C. (2007). Does food quality really matter in
restaurants? Its impact on customer satisfaction and behavioral intentions.
Journal of Hospitality & Tourism Research, 31(3), 387-410.
National Restaurant Association. (2020). Total Restaurant Industry
Jobs. Retrieved from
https://restaurant.org/research/economy/indicators/restaurant-sales
Price, L. L. & Arnould, E. J. (1999). Commercial friendships: Service provider–
client relationships in context. Journal of Marketing, 63(4), 38-56.
Ryu, K., Han, H. & Kim, T.-H. (2007). The relationships among overall quick
casual restaurant image, perceived value, customer satisfaction, and
behavioral intentions. International Journal of Hospitality Management,
(3), 459-469.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2021 Innovaciones de Negocios

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
The InnOvaciOnes de NegOciOs magazine is a free and open access electronic magazine of a scientific-academic nature and is a publication of the Autonomous University of Nuevo León, in which the authors retain their copyright and grant the magazine the exclusive right to first publication of the work. Third parties are allowed to use the published content, as long as the authorship of the work is acknowledged and the first publication in this journal is cited.
For more information, please contact the Research Secretary (FACPyA) of the Autonomous University of Nuevo León. Telephone: (81) 1340-4430. Email: revinnova@uanl.mx