Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/31399
Author(s): | Ribeiro, P. Ramos, R. F. Moro, S. |
Date: | 2024 |
Title: | Restaurant containment measures and perceived service quality: Implications for future pandemics |
Journal title: | Consumer Behavior in Tourism and Hospitality |
Volume: | 19 |
Number: | 1 |
Pages: | 116 - 130 |
Reference: | Ribeiro, P., Ramos, R. F., & Moro, S. (2024). Restaurant containment measures and perceived service quality: Implications for future pandemics. Consumer Behavior in Tourism and Hospitality, 19(1), 116-130. https://doi.org/10.1108/CBTH-06-2023-0081 |
ISSN: | 2752-6666 |
DOI (Digital Object Identifier): | 10.1108/CBTH-06-2023-0081 |
Keywords: | Future pandemics Perceived service quality Consumer satisfaction Restaurants |
Abstract: | 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. |
Peerreviewed: | yes |
Access type: | Open Access |
Appears in Collections: | ISTAR-RI - Artigos em revistas científicas internacionais com arbitragem científica |
Files in This Item:
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article_98885.pdf | 557,22 kB | Adobe PDF | View/Open |
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