Restaurant containment measures and perceived service quality: Implications for future pandemics

Detalhes bibliográficos
Autor(a) principal: Ribeiro, P.
Data de Publicação: 2024
Outros Autores: Ramos, R. F., Moro, S.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/31399
Resumo: Purpose: This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach: A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings: The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value: This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.
id RCAP_6a5069894c2714490f28d7563eea177e
oai_identifier_str oai:repositorio.iscte-iul.pt:10071/31399
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Restaurant containment measures and perceived service quality: Implications for future pandemicsFuture pandemicsPerceived service qualityConsumer satisfactionRestaurantsPurpose: This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach: A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings: The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value: This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.Emerald2024-03-26T12:10:18Z2024-01-01T00:00:00Z20242024-03-26T12:08:31Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/31399eng2752-666610.1108/CBTH-06-2023-0081Ribeiro, P.Ramos, R. F.Moro, S.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-07-07T03:57:29Zoai:repositorio.iscte-iul.pt:10071/31399Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-07-07T03:57:29Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Restaurant containment measures and perceived service quality: Implications for future pandemics
title Restaurant containment measures and perceived service quality: Implications for future pandemics
spellingShingle Restaurant containment measures and perceived service quality: Implications for future pandemics
Ribeiro, P.
Future pandemics
Perceived service quality
Consumer satisfaction
Restaurants
title_short Restaurant containment measures and perceived service quality: Implications for future pandemics
title_full Restaurant containment measures and perceived service quality: Implications for future pandemics
title_fullStr Restaurant containment measures and perceived service quality: Implications for future pandemics
title_full_unstemmed Restaurant containment measures and perceived service quality: Implications for future pandemics
title_sort Restaurant containment measures and perceived service quality: Implications for future pandemics
author Ribeiro, P.
author_facet Ribeiro, P.
Ramos, R. F.
Moro, S.
author_role author
author2 Ramos, R. F.
Moro, S.
author2_role author
author
dc.contributor.author.fl_str_mv Ribeiro, P.
Ramos, R. F.
Moro, S.
dc.subject.por.fl_str_mv Future pandemics
Perceived service quality
Consumer satisfaction
Restaurants
topic Future pandemics
Perceived service quality
Consumer satisfaction
Restaurants
description Purpose: This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach: A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings: The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value: This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.
publishDate 2024
dc.date.none.fl_str_mv 2024-03-26T12:10:18Z
2024-01-01T00:00:00Z
2024
2024-03-26T12:08:31Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/31399
url http://hdl.handle.net/10071/31399
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 2752-6666
10.1108/CBTH-06-2023-0081
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Emerald
publisher.none.fl_str_mv Emerald
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv mluisa.alvim@gmail.com
_version_ 1817546572000395264

Registros relacionados