Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.1/19754 |
Resumo: | PurposeAcademics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers' behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM.Design/methodology/approachThis survey included 416 university students in Peru who completed an electronic form about their experiences at a la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974).FindingsThe perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM.Originality/valueThis study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS. |
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Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOMSocial mediaElectronic word-of-mouth communicationConsumer experienceFoodserviceConsumer satisfactionS-O-R theoryPurposeAcademics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers' behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM.Design/methodology/approachThis survey included 416 university students in Peru who completed an electronic form about their experiences at a la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974).FindingsThe perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM.Originality/valueThis study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS.CENTRUMEmeraldSapientiaChinelato, Flavia BragaOliveira, Alessandro Silva deSouki, Gustavo2023-06-26T13:28:29Z20232023-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.1/19754eng1355-585510.1108/APJML-02-2022-0153info: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:RCAAP2023-07-24T10:32:14Zoai:sapientia.ualg.pt:10400.1/19754Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:09:18.993117Repositório 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 |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
title |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
spellingShingle |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM Chinelato, Flavia Braga Social media Electronic word-of-mouth communication Consumer experience Foodservice Consumer satisfaction S-O-R theory |
title_short |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
title_full |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
title_fullStr |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
title_full_unstemmed |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
title_sort |
Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOM |
author |
Chinelato, Flavia Braga |
author_facet |
Chinelato, Flavia Braga Oliveira, Alessandro Silva de Souki, Gustavo |
author_role |
author |
author2 |
Oliveira, Alessandro Silva de Souki, Gustavo |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
Sapientia |
dc.contributor.author.fl_str_mv |
Chinelato, Flavia Braga Oliveira, Alessandro Silva de Souki, Gustavo |
dc.subject.por.fl_str_mv |
Social media Electronic word-of-mouth communication Consumer experience Foodservice Consumer satisfaction S-O-R theory |
topic |
Social media Electronic word-of-mouth communication Consumer experience Foodservice Consumer satisfaction S-O-R theory |
description |
PurposeAcademics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers' behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM.Design/methodology/approachThis survey included 416 university students in Peru who completed an electronic form about their experiences at a la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974).FindingsThe perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM.Originality/valueThis study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-06-26T13:28:29Z 2023 2023-01-01T00:00:00Z |
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/10400.1/19754 |
url |
http://hdl.handle.net/10400.1/19754 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1355-5855 10.1108/APJML-02-2022-0153 |
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 |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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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 |
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1799133340529328128 |