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

Autores/as

Christian Reich López Universidad Autónoma de Nuevo León https://orcid.org/0000-0002-4315-9375
María Mayela Terán Cázares Universidad Autónoma de Nuevo León

DOI:

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

Palabras clave:

restaurants, word-of-mouth, customer satisfaction

Resumen

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.

Descargas

Los datos de descargas todavía no están disponibles.

Biografía del autor/a

Christian Reich López, Universidad Autónoma de Nuevo León

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

Citas

Andreassen, T.W. and Lindestad, B. (1998), “Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise”, International Journal of Service Industry Management 9 (1), 7-23. DOI: https://doi.org/10.1108/09564239810199923

Arndt, J. (1967) Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4, 291-295. DOI: https://doi.org/10.1177/002224376700400308

Baloglu, S. and McCleary, K.W. (1999), “A model of destination image formation”, Annals of Tourism Research, (35) 4, 11-15. DOI: https://doi.org/10.1016/S0160-7383(99)00030-4

Balter, D. (2005). Grapevine: Why Buzz was a Fad But Word of Mouth is Forever. Penguin.

Chow, I.H., Lau, V.P., Lo, T.Y., Sha, Z. and Yun, H. (2007), “Service quality in restaurant operations in China: decision- and experiential-oriented perspectives”, International Journal of Hospitality Management 26 (3), 698-710. DOI: https://doi.org/10.1016/j.ijhm.2006.07.001

Ha, J. and Jang, S.C. (2012), “The effects of dining atmospherics on behavioral intentions through quality perception”, Journal of Services Marketing 26 (3), 204-215. DOI: https://doi.org/10.1108/08876041211224004

Harker, M.J. and Egan, J. (2006), “The past, present and future of relationship marketing”, Journal of Marketing Management 22 (1), 215-242. DOI: https://doi.org/10.1362/026725706776022326

INEGI. La industria restaurantera en México : Censos Económicos 2014 / Instituto Nacional de Estadística y Geografía.-- México : INEGI, c2016

Keller, E. (2007), “Unleashing the power of word of mouth: creating brand advocacy to drive growth”, Journal of Advertising Research, 47 (4), 448-452. DOI: https://doi.org/10.2501/S0021849907070468

Kim, S., & Lee, J. S. (2013). Is satisfaction enough to ensure reciprocity with upscale restaurants? The role of gratitude relative to satisfaction. International Journal of Hospitality Management 33, 118-128. DOI: https://doi.org/10.1016/j.ijhm.2012.06.009

Kivela, J., Reece, J. and Inbakaran, R. (1999), “Consumer research in the restaurant environment. Part 2: research design and analytical methods”, International Journal of Contemporary Hospitality Management 11 (6): 269-286. DOI: https://doi.org/10.1108/09596119910281766

Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of e-Collaboration (ijec), 11(4), 1-10. DOI: https://doi.org/10.4018/ijec.2015100101

Lai, F., Griffin, M. and Babin, B.J. (2009), “How quality, value, image, and satisfaction create loyalty at a Chinese telecom” Journal of Business Research 62 (10), 980-6. DOI: https://doi.org/10.1016/j.jbusres.2008.10.015

Longart, P. (2010), “What drives word-of-mouth in restaurants?”,International Journal of Contemporary Hospitality Management 22 (1), 121-128. DOI: https://doi.org/10.1108/09596111011013516

Mattila, A.S. (2001), “Emotional bonding and restaurant loyalty”, The Cornell Hotel and Restaurant Administration Quarterly 42 (6), 73-79. DOI: https://doi.org/10.1016/S0010-8804(01)81012-0

Namkung, Y. and 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. DOI: https://doi.org/10.1177/1096348007299924

Spreng. R. A., MacKenzie, S. C., and Olshavsky, R. W. (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, 60, 15-52. DOI: https://doi.org/10.2307/1251839

Stevens, P., Knutson, B. and Patton, M. (1995), “DINESERV: a toll for measuring service quality in restaurant”, Cornell Hotel Restaurant Administration Quarterly 36 (2), 56-60. DOI: https://doi.org/10.1177/001088049503600226

Storbacka, K. , Strandvik, T. y Grönroos, C. (1994), "Gestión de las relaciones con los clientes con fines de lucro: la dinámica de la calidad de las relaciones", Revista internacional de gestión de la industria de servicios 5 (5), 21-38. https://doi.org/10.1108/09564239410074358 DOI: https://doi.org/10.1108/09564239410074358

Yi, Y (1990). A critical review of customer satisfaction. Review of Marketing, Zeithaml, V. A. (ed.), Chicago, IL: American Marketing Association, 68-123.

Zeithaml, V., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing 60 (2), 31-46. DOI: https://doi.org/10.1177/002224299606000203