Word-of-mouth intent in the restaurant industry of Mexico, a structural equation modeling approach mediated by customer satisfaction.

Christian Reich López; María Mayela Terán Cázares

doi:10.29105/revin19.37-394

Authors

Christian Reich López Autonomous University of Nuevo León https://orcid.org/0000-0002-4315-9375
María Mayela Terán Cázares Autonomous University of Nuevo León

DOI:

https://doi.org/10.29105/revin19.37-394

Keywords:

restaurants, word-of-mouth, customer satisfaction, structural equation modelling

Abstract

This research aims to analyze the variables that are related to word-of-mouth intention in a context of full-service restaurants, considering as a mediating variable customer’s satisfaction. Partial least squares- structural equation modeling was the chosen approach to test hypotheses. Regarding results, customer’s satisfaction indeed mediates the direct effects of the variables related to word-of-mouth intention thus, these variables impact both customer satisfaction and word-of-mouth intention, the aim of this research was Monterrey’s metropolitan area.

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Author Biography

Christian Reich López, Autonomous University of Nuevo León

Profesor de posgrado en FACPYA, candidato a Doctor por la UANL.

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