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Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations

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... Service quality positively affects customer satisfaction and might influence customer loyalty to the establishment, giving the firm an edge in the market share and attracting revenue (Bougoure & Neu, 2010;Desiyanti et al., 2018;Hossain & Aktar, 2012;Jeong & Jang, 2011). Furthermore, customer satisfaction influences the tendency for customers to leave an online review for the establishment. ...
... Furthermore, customer satisfaction influences the tendency for customers to leave an online review for the establishment. Few studies have stated that food quality, restaurant atmosphere, and service quality positively correlated with customer satisfaction and behavioural intention on online reviews (Chow et al., 2007;Jeong & Jang, 2011;Soriano, 2002;Uslu, 2020;Zhang et al., 2010). Therefore, in this study, the service quality elements of QSR are discussed in employee skills, restaurant ambience, food quality, restaurant cleanliness, and waiting time, and the following hypotheses are formulated: ...
... Food quality is one of the most common factors in assessing customers' satisfaction in the restaurant (Kim et al., 2010;Mohi, 2012;Wu & Mohi, 2015). Furthermore, it positively affects customer behavioural intention, such as e-word-of-mouth recommendations and returns intentions (Al-Tit, 2015;Jeong & Jang, 2011;Jung et al., 2015;Law et al., 2004;Liu & Jang, 2009;Othman et al., 2012;Qin & Prybutok, 2009). ...
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Article
The service quality of a Quick-Service Restaurant (QSR) highly influences and affects the significance of online customer review since customers' impression and perception of the QSR is based on the service quality of the restaurant. Thus, the purpose of this study is to examine the relationship of QSR's Service Quality Dimensions (i.e., Employee Skills, Restaurant Ambiance, Food Quality, Restaurant Cleanliness, and Waiting Time) towards Customer Online Review. This study is based on data from the questionnaire on QSR's customers regarding QSR's Service Quality Dimensions towards online customer reviews. This study's target population is the customers of QSR who had experience purchasing from QSR (i.e., Taco Bell, 4Fingers, and FuelShack) and have experience searching for online customer reviews. The items used to measure the constructs were adapted from previous studies and tailored to the study setting. Four hundred and one completed questionnaires were obtained within two weeks of data collection using google form adopting convenience sampling. The data were analyzed using SPSS to test the five sub-hypotheses. The research suggested that QSR Service Quality Dimensions, i.e., Restaurant Ambiance, Restaurant Cleanliness, and Waiting Time, significantly influence online customer reviews. At the same time, Employee Skills and Food Quality is found to be insignificant. By taking into these considerations, for the future study, it might need to consider adding more dimensions that might be more relevant to the study whenever focusing on QSR's Service Quality Dimensions towards online customer reviews.
... The role of the internet in disseminating information worldwide such as the current COVID-19 virus spread has created higher awareness and more selective attitudes among global consumers in their shopping behaviours. WOM has been considered as important variable in service industry such as in hospitality sector because of its ability to reduce risk for purchasing intangible offerings (Jeong & Jang, 2011). Similarly, in the restaurant industry, customers will evaluate food quality, services, space, and experiences that determine their satisfaction and positive behavioural intentions, such WOM, as has been demonstrated in some studies (Kim et al., 2009;Ladhari et al., 2008). ...
... The effect of customer satisfaction on eWOM, as one of behavioural intentions, has been examined by previous research (Jeong & Jang, 2011;Muskat et al., 2019). As pointed out by Padma and Ahn (2020), guests' satisfaction has a positive impact on customers' word of mouth and revisit intentions. ...
... The original measures consist of five components i.e. functional value, social value, emotional value, conditional value, and epistemic value. To measure functional, social, and emotional value, this study adopts the existing measures from previous studies (; Jeong & Jang, 2011;Sweeney & Soutar, 2001;Talwar et al., 2020). To measure conditional value, this study has made adjustment to the situation or circumstances that the customer faces i.e. pandemic COVID-19. ...
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Article
The COVID-19 pandemic has fundamentally changed many aspects of lives, including business and consumer behaviour. This study investigates Gen-X, Gen-Y, and Gen-Z in their change in food purchasing behaviour during the pandemic. Further, the study examines the relationships among customer value, customer satisfaction, and eWOM across three generations. It is found that (1) Gen-X, Gen-Y, and Gen-Z perceived different value during the pandemic, (2) Gen-X found to be the cohort that is most concerned with safety value in selecting food compared to the other two cohorts, meanwhile Gen-Y is the cohort with the highest concern on information value, (3) customer value has significant impact on satisfaction and eWOM for Gen-X and Gen-Z, however for Gen-Y, customer value impacts satisfaction significantly, surprisingly, it has no impact on eWOM. Managerial implications and future research directions are highlighted in this study.
... Similarly, positive eWOM on social media influences behavioral intention. eWOM influences traveler's decision-making process and motivates them for revisiting [87]. The findings of earlier studies show a positive association between eWOM, attitude and intention [17,28,61,78,79,84,134,168]. ...
... The term "eWOM" may be defined as "any positive or negative statement made by potential, actual, or former customers about a product which is made available to a multitude of people and institutes via the internet" [80]. Positive eWOM has been identified by developing a positive brand image and minimizing the sense of risk [87]. If a person comes across a positive eWOM, it is likely to increase visit intention. ...
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Article
The present study intends to unwrap the influence of social media electronic word of mouth (eWOM) on revisit intention post-COVID-19 applying the theory of planned behavior (TPB). Two additional constructs, viz., eWOM and destination image, have been undertaken in the present study to enhance the robustness of the TPB model. An online questionnaire was employed to collect data, and the research relied upon 301 correct and useable responses. The survey's population includes potential tourists who intend to revisit India post-COVID-19. SPSS 20 and AMOS 22.0 were used to analyze the data. The posited model was validated using confirmatory factor analysis (CFA) and structural equation modeling (SEM). The findings indicate that all of the constructs under study, namely "electronic word of mouth (eWOM), destination image (DI), attitude (ATT), subjective norm (SN), and perceived behavioral control (PBC)," significantly and positively influence "tourists' revisit intention (RI)" post-COVID-19. These constructs explained approximately 71% ( R ² = 0.709) of the variance in the revisit intention post-COVID-19. A number of theoretical and practical implications can be delineated to make recommendations to the ministry of tourism, tour and travel agencies, central and state government-owned tourism departments, marketers and promoters of travel destinations. The distinctiveness of the present study lies in the fact that it measures the influence of eWOM on revisit intention post-COVID-19 in the Indian context by incorporating destination image with the TPB model.
... Bu çabalar sonucunda da ağızdan ağıza pazarlama (AAP) kavramı yerini elektronik ağızdan ağıza pazarlama kavramına bırakmıştır. Kısa sürede tüketiciler için oldukça önemli hale gelen bu kavram gün geçtikçe ağızdan ağıza pazarlamadan daha etkili bir iletişim aracı olarak pazarlama faaliyetlerinde yerini almıştır (Jeong-Shawn Jang, 2011). Pazarlamacılar kişisel olarak tek tek ulaşamayacakları insanlara, paylaşılan ortak değerlerle birlikte var olan topluluklara yönelik gerçekleşen topluluk pazarlaması adı altında yapılan çalışmalarla ulaşma şansına erişir. ...
... Bu çabalar sonucunda da ağızdan ağıza pazarlama kavramı yerini elektronik ağızdan ağıza pazarlama kavramına bırakmıştır. Kısa sürede tüketiciler için oldukça önemli hale gelen bu kavram gün geçtikçe ağızdan ağıza pazarlamadan daha etkili bir iletişim aracı olarak pazarlama faaliyetlerinde yerini almıştır (Jeong-Shawn Jang, 2011). ...
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Article
With the globalized world and evolutions, the use of internet technology has become increasingly simple, and this has caused a change in people's buying habits, which are the main factors of consumption. As of today, thanks to the opportunities provided by e-commerce, its use among consumers is increasing every day. Along with this change, the concept of word-of-mouth marketing has also taken shape as electronic word-of-mouth marketing with user comments on social media, blogs, forum sites, and online stores. It has been concluded that this communication between consumers is more reliable and effective compared to the traditional marketing approach in purchasing processes. In today's world where competition is increasing day by day, it is very important for businesses to affect consumers' purchasing decisions. With the widespread use of the Internet and the facilitation of communication, electronic word of mouth marketing has outstripped traditional marketing methods in terms of influencing consumer purchasing decisions. For this reason, electronic word of mouth marketing has taken its place as a leading method among marketing practices. In this study, an examination was carried out on the effects of word of mouth marketing on purchasing in e-commerce, and the accessibility of the electronic word of mouth marketing method and the effect of its messages on purchasing decisions were revealed before purchasing a product or service for consumers. This whole process highlights the importance of word of mouth marketing in e-commerce in terms of providing consumers with accurate and reliable information. This study, which was conducted to determine the effect of word of mouth marketing in e-commerce, on the purchasing decisions of consumers, consists of three parts. In the first part of the research, word of mouth marketing was introduced. In the second part, the concept of electronic word of mouth marketing is defined, its methods are listed, the differences between them and the classical method are explained and electronic word of mouth marketing tools are mentioned. In the third chapter, previous studies on this subject were examined, and then the result of the study was presented. The studies on electronic word of mouth marketing in our country between 2015 and 2021 constitute the limits of the research. The main purpose of our study is to explain how word of mouth marketing communication affects the purchasing behavior of consumers in ecommerce processes, which are now an important part of our lives.
... Benzer şekilde hizmet alanında deneyimi yorumlayan Otto ve Ritchie (1996) (Jeong ve Jang, 2011); ileri sürülen deneyim tanımlamalarına istinaden, tüketiciler bir ürün veya hizmeti satın almadan önce, ürünün vadettiği işlevsellik ve kalitenin yanında, elde edecekleri eşsiz ve hatırlanabilir deneyimleri düşünmekte ve kararlarını bu doğrultuda şekillendirmektedir (Özen, 2017). ...
... Bu bağlamda kişiler, deneyim esnasındaki faaliyet ve etkinliklerde aktif veya pasif olarak yer almalıdır (Jeong ve Jang, 2011). Öyle ki Pine ve Gilmore (1999) deneyimin içsel ve kişisel olduğunu; duygusal, bedensel, entelektüel ve manevi düzeyde oluştuğunu vurgulamıştır. ...
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Thesis
Eşsiz bir turizm deneyiminin yaratılması ve sunulması gün geçtikçe daha fazla önem kazanmıştır. Öyle ki son zamanlarda turizm araştırmacıları ve uygulayıcıları deneyimleri unutulmaz ve eşsiz kılmak; tekrar ziyaret etme ve tavsiye etme niyetlerini geliştirmek için artırılmış gerçeklik (AG) uygulamaları kullanmaya başlamıştır. Uyarıcı-organizma-tepki teorisine dayanan bu çalışmada, turist deneyimi (TD), mekân bağlılığı (MB), memnuniyet (M) ve hikâye anlatım niyeti (HAN) arasındaki ilişkilerde mobil AG uygulamalarının etkisinin, deneysel tasarım yardımıyla (statik grup karşılaştırmalı desen) tespit edilmesi amaçlanmıştır. Bu amaç doğrultusunda öncelikle deneysel tasarımın uyarıcısı olarak, Antalya/Kaleiçi’nde yer alan üç kültürel noktaya yönelik bir mobil AG uygulaması tasarlanmıştır. Sonrasında turistler rastlantısal olmayan (nonrandom) şekilde kontrol ve deney grubuna yerleştirilmiştir. Deney grubu deneysel işleme (AG uygulamasına) maruz kalmış ve ardından her iki gruba son test uygulanmıştır. 201’i kontrol grubunda, 197’si deney grubunda yer alan toplam 398 yabancı turistten elde edilen soru formları analizlere dahil edilmiştir. Elde edilen veriler ile öncelikle betimsel analizler gerçekleştirilmiş; sonrasında kontrol ve deney gruplarının TD, MB, M ve HAN değişkenlerine yönelik ortalama puanları, bağımsız örneklem t-testleri ile karşılaştırılmıştır. Analiz sonucunda tüm değişkenler için kontrol ve deney grubu arasında anlamlı bir fark olduğu tespit edilmiştir. Daha sonra modelde yer alan değişkenler arasındaki ilişkiyi test etmek için PLS-SEM yöntemi kullanılmıştır. Değişkenler arasındaki ilişkiler ilk olarak dışsal modelde, sonrasında içsel modelde sunulmuştur. İçsel modelde “MB→M” arasındaki ilişki haricinde diğer tüm ilişkilerin anlamlı olduğu gözlemlenmiştir. Buna ilaveten TD ve HAN arasındaki ilişkide sırasıyla MB’nin ve M’nin kısmi (tamamlayıcı) olarak aracılık ettiği sonucuna ulaşılmıştır. Çalışmanın son aşamasında içsel model, kontrol ve deney grubu açısından analiz edilmiştir. Çalışma sonunda mobil AG uygulamasının söz konusu değişkenler arasındaki ilişkiler üzerinde düzenleyici etkisini tespit etmek için çoklu grup analizi gerçekleştirilmiştir. AG kullananlar ile AG kullanmayanlar arasında “TD→HAN”, “TD→MB” ve “MB→M” arasındaki ilişkiler haricinde diğer ilişkiler arasında anlamlı farklılıklar olduğu tespit edilmiştir (“TD→M”, “TD→MB→HAN”, “TD→M→HAN”, “MB→HAN” ve “M→HAN” kabul). Ancak farklılığı tespit edilen her bir ilişki için düzenleyici etkinin kontrol grubunda daha yüksek olduğu belirlenmiştir. Dahası söz konusu farkın kontrol grubundan kaynaklandığı da görülmüştür (kontrol grubu> deney grubu). Tüm bu bulguların ışığında literatüre teorik ve pratik katkılar sunulmuş; çalışmanın kısıtları çerçevesinde ileride yapılacak araştırmalara yönelik öneriler getirilmiştir.
... A positive review of the brand, products, or services will ensure future purchasing behavior (Serra, Ramon, &Salvi 2018). Positive online reviews enhance the number of consumers and have an effect on the increasing popularity of restaurants (Jeong & Jang 2011). ...
... In a study, Kim et al. (2009) mentioned that food quality was measured by newness, taste, freshness, etc. Their findings illustrate that, among these six food elements, food presentation, taste, and temperature were noteworthy for customer satisfaction (Jeong & Jang, 2011). Customers assess the food quality in restaurants. ...
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Article
Purpose: The study aimed to inquire about the factors influencing E-WOMs in the restaurant business: Evidence from Bangladesh. Research Methodology: Quantitative research was conducted and the study used descriptive research methodology. 161 data points were gathered from Bangladeshi customers using a standardized questionnaire and an online purposive sampling technique. The partial least square structural method was used to analyze the data and test the hypotheses. Sampling Technique: The probability sampling technique was chosen for this study. An online questionnaire is coherent with the conditions of this study, which focuses on a person who visited a restaurant. Data Analysis: SmartPLS software version 3.0 was used to analyze the data. Structural equation modeling was used to validate the study's conceptual model (SEM). Cronbach's Alpha coefficients and Composite Reliability (CR) are used to determine the reliability. Besides, discriminant validity is used to test the Fornell-Larcker Criterion. Results: PLS-SEM demonstrated that positive reviews, negative reviews, trust, food and service quality, and source credibility had significant effects on E-WOMs in the restaurant business in Bangladesh. Limitation: This study focused only on the Bangladeshi restaurant business. Contribution: The study helped the authorities conduct their restaurant business by considering these factors, positive reviews, negative reviews, trust, food and service quality, and source credibility.
... This study covers these gaps by reviewing the literature on eWOM receiver. The eWOM information comprises positive, negative and neutral information comprising the sender's evaluation or personal experience of consumed products or services (Ladhari and Michaud, 2015;Jeong andJang, 2011 andGruen et al., 2006). ...
... This study covers these gaps by reviewing the literature on eWOM receiver. The eWOM information comprises positive, negative and neutral information comprising the sender's evaluation or personal experience of consumed products or services (Ladhari and Michaud, 2015;Jeong andJang, 2011 andGruen et al., 2006). ...
... They also share things that help brands they like (Berger, 2014). Prior studies note that this altruistic motivation facilitates a customer's engagement in PWOM Cheema & Kaikati, 2010;Hennig-Thurau et al., 2004;Jeong & Jang, 2011;Liu et al., 2020). Altruism 1 is defined as the genuine desire of customers to help other people when they share their opinion about a brand (Alexandrov et al., 2013). ...
... Thus, customers are willing to share their favorable opinion about the competent brands. This result seems to be consistent with prior studies that found the relationship between altruism and PWOM (Cheema & Kaikati, 2010;Hennig-Thurau et al., 2004;Jeong & Jang, 2011;Liu et al., 2020;Yap et al., 2013). ...
Article
Prior research offers little guidance on how competence-based brand factors can help transmitting positive word of mouth (PWOM). Building upon signaling theory, we propose that a brand’s efforts into innovativeness reinforce the message that “we have the competence to deliver what promised,” which in turn generates PWOM. We collected longitudinal survey data using two measurement waves with a 4 week interval among respondents from an online customer panel. The results indicate that brand innovativeness has an indirect positive relationship with PWOM, mediated by perceived brand expertise. We also find that altruism positively moderates the relationship between perceived brand expertise and PWOM. The theoretical contributions and managerial implications are also discussed.
... Electronic word of mouth (eWOM) has been considered significant in determining customer decision-making (Aghakhani et al., 2018;Hussain et al., 2018). A positive eWOM triggers a positive image of the brand (Jeong & Jang, 2011;Shankar et al., 2020;Y. Zhang et al., 2022), with emphasis on superior food quality, ambience, and foodservice. ...
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Article
Digital marketing uses digital technologies and media to achieve marketing goals. With the advent of digital media, digital marketing strategies have gained a lot of importance among marketers to reach their target markets and improve their performance. This study aims to examine the effect of various digital marketing tools that can significantly impact the competitiveness of the restaurant industry. Restaurants have used various facets of digital marketing to attract and influence customer decisions. The study attempts to identify the digital marketing tools based on the asset-process-performance (APP) framework. The study utilises the structural equation modelling technique to determine the structural relationship among various digital marketing variables. The result indicates that social media, online branding, online advertisements, and post-service quality have a significant impact on the competitiveness of the restaurant industry. Further, the research provides implications for practitioners and policymakers.
... Kozak and Rimmington (2000) found that "tourist satisfaction affects the choice of destination, the consumption of products, services and revisit decisions". Researchers in the tourism sector have argued that clients who are by influenced by electronic word of mouth (eWOM) relied on other satisfied experiences after traveling to a destination (Pantelidis, 2010;Jeong and Jang, 2011). Moreover, "generally, behavioral intention can be captured by the intentions to recommend and revisit." ...
Article
This paper was conducted to explore the effects on visitors' future intention in Phong Nha - Ke Bang National Park. A quantitative approach was used as the main method to analyze statistical methods via the SPSS and AMOS software. This research was conducted on 313 visitors who have traveled to PN-KB National Park at least once. The results show that The Future Intention is directly affected by Destination Image and Tourist Satisfaction. Destination Image is affected by 4 factors: Travel Environment, Natural and Cultural Characteristics, Tourism for Infrastructure, and Local Government Support. In addition, Destination Image positively affects Tourist Satisfaction. This study also generated notable recommendations for PN-KB National Park as well as other research conducted in the future in the related industry.
... H5c: Unique image directly influences revisit intention. Jeong and Jang (2011) noted that positive WOM would result in favourable destination image, resulting in higher intention to visit. With that, the present study opted to test the following hypotheses: ...
... Perceived behavioral control will positively affect rating and comment intentions.H6.2. Perceived behavioral control will positively affect rating and comment behaviors.3.2.7 Feedback Intent on Positive and Negative ExperiencesCustomer experiences, which can be categorized by valence into positive and negative experiences, have in uenced feedback intentions in studies of restaurants and food services(Jeong et al. 2011;Kim 2017;Yang 2017). In this study, we focused on whether positive and negative experiences trigger the provision of explicit feedback rather than measuring general satisfaction levels. ...
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Preprint
Although explicit feedback such as ratings and reviews are important for recommenders, they are notoriously difficult to collect. However, beyond attributing these difficulties to user effort, we know surprisingly little about user motivations. Here, we provide a behavioral account of the sparsity problem by theorizing the possible presence of feedback loops in user-recommender interactions. Specifically, we hypothesized that poorly motivated elicitation practices, accompanied by an algorithmic shift away from explicit feedback, might be inhibiting user feedback. To better understand underlying motivations, we administered a survey to measure constructs influencing the rating and review intentions of U.S. food delivery platform users (n = 796). Our model, combining the Technology Acceptance Model and Theory of Planned Behavior, revealed that standard industry practices for feedback collection appear misaligned with key psychological influences. Most notably, rating and review intentions were most influenced by subjective norms. This means that while most systems directly request feedback in user-to-provider relationships , eliciting them through social pressures that manifest in user-to-user relationships is likely more effective. Secondly, most hypothesized dimensions of feedback’s perceived usefulness recorded insignificant effects on feedback intentions. These disassociations provided clues for practitioners to improve perceptions through contextualized messaging. In addition, perceived pressure and users’ high stated ability to provide feedback recorded insignificant effects, suggesting that frequent feedback requests may be ineffective. Lastly, privacy concerns recorded insignificant effects, hinting that the personalization-privacy paradox might not apply to ratings and reviews. Our results provide a novel behavioral perspective to improve feedback collection in food delivery and beyond.
... The value of a café that can attract customers as a means of self-expression or a symbol of the desired lifestyle is also influenced by its relevant value (D. H. Kim & Jang, 2014). Furthermore, the quality of restaurant cuisine leads customers to distribute positive e-wom, which is motivated by their desire to assist eateries (Jeong & Jang, 2011). The higher the e-wom, the better the café-relevant value supplied by the café owner. ...
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Article
Open Access The importance of this study is discussed to determine the intensity of purchases resulting from cafe-relevant value, as well as the impact of brand awareness through e-wom. Two hundred forty-six respondents were used as coffee lovers in cafes, most used questionnaires and interviews as data collection methodologies. This study analyzed data from e-WOM-mediated path analysis on purchase intention using SEM-PLS multiple path analysis. The research findings have a positive relationship between cafe relevant value and brand awareness in influencing e-wom and a direct positive contribution between café-relevant value and brand awareness on purchase intention. So, it is proven that e-wom has the potential to increase the intensity of coffee purchases in cafes.
... It could be easily found by anyone who was interested in the product or company. These characteristics allowed the online users gathered to form virtual communities through the internet, and display its influence (Jeong and Jang, 2011). The social relationship of SNSs and social interaction of eWOM was emphasized. ...
... In an innovative research, Jeong and Jang (2011) scrutinized factors that cause customers to participate in positive eWOM. These factors include service and food quality, atmosphere, and price fairness. ...
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Article
Restaurant research has received signifcant attention globally. This article aims to examine the evolution and the knowledge structure of restaurant research over the past decades. We also investigate the restaurant research hotspots and knowledge difusion paths based on 1489 articles extracted from the Web of Science database. Furthermore, we conduct a keyword co-occurrence network analysis and four diferent types of main path analyses to scrutinize the historical formation of the restaurant research. Results revealed that restaurant research mainly focused on fve research themes: consumer behavior, consumer satisfaction, social media, green restaurants, and authenticity. While consumer behavior has been the mainstream topic, the focus of this line of research has recently shifted from traditional to luxury and ethnic restaurants. Furthermore, our analysis has detected several recent changes in response to the COVID-19 pandemic. By examining the knowledge structure of restaurant research, we reveal its knowledge difusion paths and provide avenues for future research in this vast and interdisciplinary research feld.
... The quality of experience in the restaurant industry is their interpretation or observation of restaurant characteristics gained through the eating process (Jeong & Jang, 2011). Mowen and Minor (2002) thought that with goods or services, consumption impressions are generated through the knowledge, and feelings of consumers. ...
Article
The main purpose of this study is to determine the factors influencing repurchase intention of coffee-mixed products in Myanmar. Content sensory attribute beliefs, and packaging and branding attribute beliefs represent experience characteristics, and are important aspects of utilitarian value. Experience quality is also used to determine customer satisfaction, and customer perceived value. Utilitarian value, customer perceived value, and customer satisfaction are hypothesized to have significant influences on repurchase intention of coffee-mixed product in Myanmar. Stratified random sampling, snowball sampling, and convenience sampling techniques were used to gather the survey (436 respondents) from online questionnaires. The data were analyzed by using simple linear regression, and multiple linear regression to validate the conclusions. The results revealed that experience characteristics, and experience quality of this coffee-mixed brand have significant influences on utilitarian value, customer perceived value, and customer satisfaction, respectively. Customer satisfaction, customer perceived value, and utilitarian value were found to be important, and beneficial factors in repurchase intention. While all factors have a substantial effect on repurchase intentions, customer perceived value has the least impact on repurchase intentions. Therefore, the researcher suggested that the May Myo Fresh coffee-mixed company should focus on customer expectation from this product more to fulfil customer's desire in the future. May Myo Fresh coffee-mixed company would use the results of this study to improve communication strategies, and increase sales volume in future. Download Full Text: http://www.assumptionjournal.au.edu/index.php/AU-GSB/article/view/5426
... First, whether writing or posting OPRs on PRWs is self-chosen. Current research shows that consumers are inspired to post reviews for many reasons (altruistic, product engagement, self-improvement, anxietyreduction, and seeking recommendations, etc.) (Cheung and Lee, 2012;Jeong and Jang, 2011). These voluntary activities undoubtedly have a range of attitudes and social pressures that will result in an estimation deviation if not taken into account (Gao et al., 2015;Lee et al., 2015). ...
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Article
Purpose This study examines how service feedback and physician popularity affect physician demand in the context of virtual healthcare environment. Based on the signaling theory, the critical factor of environment uncertainty (i.e. disease risk) and its impact on physician demand is also investigated. Further, the research on the endogeneity of online reviews in healthcare is also examined in the current study. Design/methodology/approach A secondary data econometric analysis using 3-wave data sets of 823 physicians obtained from two PRWs (Healthgrades and Vitals) was conducted. The analysis was run using the difference-in-difference method to consider physician and website-specific effects. Findings The study's findings indicate that physician popularity has a stronger positive effect on physician demand compared with service feedback. Improving popularity leads to a relative increase in the number of appointments, which in turn enhance physician demand. Further, the impact of physician popularity on physician demand is positively mitigated by the disease risk. Originality/value The authors' research contributes to a better understanding of the signaling transmission mechanism in the online healthcare environment. Further, the findings provide practical implications for key stakeholders into how an efficient feedback and popularity mechanism can be built to enhance physician service outcomes in order to maximize the financial efficiency of physicians.
... Prior research has recognised FQ as a key element contributing to customers' expectations (Sulek & Hensley, 2004;Jeong & Jang, 2011;Zhong & Moon, 2020). Rhee et al.'s (2016) research on several types of restaurants, found that factors that link with food (food attributes) have a profound impact on customer choices. ...
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Article
Food quality (FQ) has been recognised as one of the fundamental factors that affects customer satisfaction in restaurant operations, yet research on buffet restaurants is still underdeveloped. This study focused on diners’ perceptions of buffet restaurants in Vietnam to (1) determine the most important dimensions of FQ, (2) identify the relationship between FQ dimensions and customer satisfaction, and (3) identify the relationship between the overall FQ and customer satisfaction. A total of 143 valid responses to a self-administered online survey were obtained. This study found that according to these respondents, food freshness is the most important variable followed by food taste, food presentation, menu variety, food temperature, and healthy food options. The results of regression and correlation analysis reveal that among the six dimensions of FQ measured, food temperature is the only attribute that is significantly related to customer satisfaction. Nevertheless, the overall FQ significantly contributed to customer satisfaction. It implied that restauranteurs operating this style of restaurant, should not only pay attention to FQ but especially food temperature, which is often overlooked in other forms of restaurants.
... In a restaurant setting, customers' service experience is mainly based on how they perceive these different restaurant attributes during their dining experience (Jeong & Jang, 2011). These perceptions mainly form the basis for perceived value of customers, which in turn, affects their satisfaction and behavioral intentions. ...
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Conference Paper
Destination Image includes the spiritual concept and the perception of a person or a group from a destination. In addition, Destination Image can reflect a simplified set of fragmented perceptions that covers a lot of information about a place. Predigestedly, the Destination Image is a personal perception that can vary from one person to another .the main purpose of this study is to offer some efficient suggestions in the form of some applicable methods in managing the tourists’ image of Iran and especially Tabriz Metropolis as a tourism destination. Undoubtedly, responding to all the questions of both foreign and domestic tourists before entering Tabriz, does not seem very realistic because the tourism product is a complex set of values, intangible, inseparable, variable, and unreliable that there is nothing in hand to be examined or carried by the customer, but offering some methods proper to Tabriz’s social, economic, geographical and cultural features is possible.
... In the context of deciding a local travel destination, by influencing a potential customer's purchase/travel intention, these influencers frequently build a destination image of a tourism area. (Jeong & Jang, 2011). ...
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... H5c: Unique image directly influences revisit intention. Jeong and Jang (2011) noted that positive WOM would result in favourable destination image, resulting in higher intention to visit. With that, the present study opted to test the following hypotheses: ...
... In this type of situation, concern can be divided into two types: concern for other consumers and concern for the company. Consumers might share either positive or negative eWOM based on their concerns for other consumers in order to provide information that can help other consumers' decision-making, whereas consumers usually share positive eWOM or give constructive suggestions to companies to express their concern for the business (Jeong & Jang, 2011;Yang, 2017). ...
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Consumers have always had a propensity to share their personal experiences of products/services/brands with others. Marketers have long appreciated the importance of such user-generated content and Ernest Dichter coined the term ‘word of mouth’ (WOM) advertising in 1966. In online environments, electronic word of mouth (eWOM) has become important to consumers, marketing academics and marketing practitioners. In an era where technology is ever-developing, the Internet is increasingly playing a vital role in our lives. In 2021, the number of Internet users had reached 4.54 billion, accounting for 59% of the world’s population (wearesocial, 2021). It is undeniable that the Internet has had a very significant influence on people’s lives, thereby also leading to an evolution in customers’ consumption habits (Liu et al., 2020; Yoo et al., 2013). Customers are now able to shop, communicate, acquire information and share thoughts without leaving their home, simply by moving their fingers (Hennig-Thurau et al., 2004; Jacobsen & Munar, 2012; Zhang et al., 2011). Formally put, eWOM refers to any positive or negative statement made by potential, actual, or former customers about a product or company via the Internet (Hennig-Thurau et al., 2004; Ryan & Jones, 2009). According to a definition by Hennig-Thurau et al. (2004), any product/service/brand-related user generated content (UGC) can be seen as eWOM information. Meanwhile, eWOM also exists in most online media that support users in generating their own content. Therefore, eWOM is a very broad concept that exists in consumers’ generation of product/service/brand-related content in multiple online media. It is apparent that eWOM is a near-universal trend that has profoundly influenced the customer decision-making cycle and business performance. This chapter conceptualises and defines eWOM, highlighting the theoretical foci. Subsequently, the motivations of consumers’ eWOM engagement are examined, followed by categories of eWOM-related theories. The chapter concludes by presenting a contemporary view of the concept.
... Kepuasan konsumen adalah hasil evaluasi konsumen dari perbedaan yang dirasakan antara harapan sebelumnya dan hasil dari produk setelah dikonsumsi (Oliver, 2014 Dimensi EWOM terdiri dari concern for other, expressing posit ive feelings, dan helping restaurant. Alat ukur yang digunakan hanya mengukur EWOM positif sehingga jika hasil yang didapatkan menunjukkan rendah tidak dapat dikatakan EWOM negatif melainkan bentuk penyebaran EWOM positif rendah (Jeong & Jang, 2011). Contoh butir dari dimensi concern for others adalah "Saya ingin memberikan kesempatan pada orang lain untuk memilih produk boba yang baik agar memiliki pengalaman yang baik dengan produk boba". ...
Article
Boba is currently one of the favorite products consumed by generation Z. Popularity of boba products can be seen from the purchases level of boba and how it is viral on the internet such as Instagram, twitter, Zomato, or food blogs. The spread on the internet is called electronic wordof-mouth (EWOM). One of the factors that increase EWOM is customer satisfaction. The study was conducted to explain the relationship between customer satisfaction and EWOM using the correlation study method. This study involved 111 respondents. The sample characteristics are students who have bought boba and have posts about boba in the internet. The consumer satisfaction measurement tool was adapted from Martín Consuegra et al. (2007).. Meanwhile, the EWOM measuring instrument was adapted from the Jeong and Jang (2011). The results show that there is a significant relationship between customer satisfaction and EWOM. The higher the consumer satisfaction, the higher the spread of positive EWOM regarding boba products. Results also show that women do the spread of EWOM higher because satisfaction encourages their desire to promote their favorite boba products to others. Consumers who have deployed EWOM can increase loyalty to the products used because consumers experience high satisfaction with their products. Sellers can increase consumers’ loyalty by paying attention to the product quality and service so that consumers feel satisfied with the products used and disseminate the product information.
... Consequently, eWOM's potential impact on the decision-making processes of customers can be more powerful than traditional WOM's influence. Also, the unique features of eWOM communication will leverage the power of positive eWOM to influence the decision-making processes of the customers and motivates customers to spread positive eWOM affecting increase customers' visitation (Jeong & Jang, 2011). In this study, eWOM is defined as the act of exchanging experiences from tourist attraction through internet-based technology of customer to among consumers. ...
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This study examines the effects of customer experience on electronic word of mouth (eWOM) and revisit intention and investigates whether commitment mediates the relationship between customer experience, eWOM, and revisit intention in the tourism context. A survey method by using a self-administered questionnaire with a quantitative approach was conducted. Quota sampling was adopted, the data were collected in 12 markets, for a total of 52 questionnaires per market. The total sample sizes are 624 tourists. Structural equation modeling (SEM) is used for data analysis. The results indicate that customer experience has a significant and positive relationship with affective and continuance commitment. Affective commitment mediates the relationship between entertainment and escapist experience and eWOM and revisit intention. The study’s findings the extended role of customer experience and the types of commitment provide meaningful theoretical implications. Hence, managers should focus on customer experience to generate customers’ commitment, positive eWOM, and revisit intention.
... Any opinion shared online on social networking sites by current or former customers of a brand (service provider in the context of the present study), which is publicly available, is known as electronic wordof-mouth (eWOM) (Hennig-Thurau et al., 2004). Although Verhagen et al. (2013) suggested that many customers use social media platforms to share their anger and dissatisfaction, which is termed negative eWOM, most of the literature available about eWOM focuses on positive opinions about products and services (Jeong and Jang, 2011;Tsao and Hsieh, 2012). As such, this study examines eWOM from a positive perspective, which is when customers share their positive opinions about a product or service online. ...
This study adopts an integrated approach and combines the theory of planned behavior and push-pull theory to unpack the antecedents of customer switching intention in a contextual setting (Western Australia) that has a regulated electricity market. Partial least squares structural equation modeling was used to analyze data from a survey of 405 retail electricity consumers, which reveals that perceived relative price, electronic word-of-mouth, customer-based reputation of a service provider, past switching experience, and subjective norms significantly influence attitude toward switching and switching intention. Our findings contribute to the literature on retail electricity markets by showing the importance of customer-based reputation and positive electronic word-of-mouth in shaping consumers' attitude and intention toward switching their electricity providers. The results also provide insights for electricity retailers to design better offerings and control customer switching.
... Some argue that customers will feel satisfied with a service, are more likely to buy or use it again, and recommend it to others through eWOM (Lam et al., 2004;Kanwel et al., 2019). Alhidari et al. (2015) also believe that tourist satisfaction with the overall image of the destination will create positive eWOM (Jeong and Jang, 2011;Pantelidis, 2010). In addition, some other studies show that destination image is quite important and has a substantial impact on tourists' intention to return and positive eWOM (Fakeye and Cromton, 1991;Lee et al., 2014). ...
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Today, ecotourism has become more common and attractive for tourists who love to explore nature and experience the cultural heritage. In the 4.0 age of technology, social networking not only helps visitors find suitable destinations to visit easily but also provides visitors with a place to leave comments or reviews after the trips. This study aims to qualify the relationships between electronic-worth-of-mouth (eWOM), social influence (SI), destination image (DI), tourist satisfaction (SAT), and ecotourism loyalty (EL). The study applied the PLS-SEM model to estimate 499 observations at ecotourism sites in Vietnam as empirical evidence. The research results show that all the factors in the research model have positive and significant effects on EL. In particular, DI and SAT, directly and indirectly, affect EL; while eWOM and SI only have direct effects on EL. Additionally, it was found that the effect of eWOM on EL increased with the moderating role of SI
... Online reviews are considered more dependable than any other source of information in the hotel industry [29][30][31][32] as dissatisfied customers sharing their experiences have been found to have a significant effect on the selection of a destination [33], while positive reviews have been found to improve a consumer's attitude towards a hotel and their confidence in booking a room [34,35]. The popularity of a restaurant is also positively influenced by the number of positive online reviews attesting to the quality of the food, service, and ambiance, and a desire to help the restaurant [36,37]. ...
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The selection of the right service provider is as important as the actual work which subsequently impacts the quality and value of a home. With the growth of the Internet, such information is available to a consumer in a few clicks. However, limited research has been conducted to study Electronic Word of Mouth (eWOM) and the factors influencing an online consumer’s decision to select the best qualified service provider that meets their requirement. To address this research gap, we conducted a qualitative study with 30 participants. The Naturalistic Decision-Making Model, along with the Data/Frame Theory of Sensemaking, was used as a framework for this study. The emergent themes from the data explained the user’s decision-making strategies, critical decision-making factors, and trust in the information. In the end, this study distinguished that the users placed significant emphasis on the qualitative information like reviews while deciding as it provides actual experience in words over ratings or other cues. In addition, customer-service provider communication was an important factor as it allowed user to measure the type of people and provided a sense of future interactions.
... Though, in comparison to Berger's (2014) framework, this category is broader such that individuals' motives consist of sharing information in a helpful way. Wien (2019) terms this category as altruistic motives, suggesting that individuals also spread WOM because they are worried for buyers (Cheung and Lee, 2012;Quelhas-Brito et al., 2020), want to do good for others (Yoo and Gretzel, 2008) and help organizations (Eelen et al., 2017;Jeong and Jang, 2011). Barry and Gironda (2018) support this notion suggesting that some individuals seek to inspire their followers by motivating them to engage in some type of social change. ...
Article
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Chapter
Advances in Web 2.0 technologies have led to the wide adoption of electronic commerce platforms as an innovative shopping method to replace traditional shopping. However, due to pro-technology bias, scholars focus on technology adoption and slightly attention has been paid to the impact of electronic word of mouth (eWOM) on customers’ intention to use new online channels. This chapter addresses this gap by examining this intention through exploring the effect of eWOM on customers’ intention. In addition, this chapter will address the role of the positive and negative factors of eWOM such as affective, mishandling, and esthetics factors in social commerce.
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Penelitian ini bertujuan untuk mengetahui pengaruh promosi penjualan, electronic word of mouth, hedonic shopping motivation terhadap pembelian impulsif. Populasi dalam penelitian ini menggunakan teknik nonprobability sampling yaitu purposive sampling dengan sampel mahasiswa Stei Indonesia sebanyak 100 konsumen. Hasil menunjukan Promosi penjuala, Electronic word of mouth dan Hedonic shopping motivation secara simultan berpengaruh signifikan terhadap pembelian impulsif. Promosi penjualan dan hedonic shopping motivation secara parsial berpengaruh signifikan terhadap pembelian impulsif. Sementara electronic word of mouth secara parsial tidak berpengaruh signifikan terhadap pembelian impulsive.
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This study aims to investigate how perceived value mediates the relationship between travel website quality and travel intention and how electronic word-of-mouth (eWOM) in social media and website reviews interact with the relationship between perceived value and travel intention. Structural equation modeling was applied to analyze data gathered from 371 valid questionnaires. The results revealed the following: (1) travel website quality positively affects utilitarian and hedonic values; (2) utilitarian and hedonic values directly influence travel intention and also function as mediators of the association between travel website quality and travel intention; and (3) eWOM in social media and website reviews moderate the association between perceived value and travel intention. This study contributes to research on the antecedents and consequences of perceived value in the context of e-commerce. Furthermore, our results offer insights into how eWOM in social media and website reviews contribute to travel intention. Theoretical and practical implications are discussed in detail.
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Given the recent surge in restaurant research, there is a need for timely reviews employing quantitative methods to portray the intellectual structure of the field. This paper aims to address this gap by conducting a comprehensive bibliometric analysis of restaurant research on the Web of Science database. The research investigates the dynamic evolution of the restaurant literature during three critical stages between 1995 and 2021. Based on 1146 journal articles published by 1849 authors, the paper analyzes different bibliometric networks, including co-citation, keyword co-occurrence, and collaboration networks. The study additionally highlights the most influential scholars and publications in the restaurant field. Results indicate that restaurant research has grown exponentially over the last five years. Findings also show that consumer behavior, consumer satisfaction, consumer-brand relationships, corporate social responsibility, and green restaurants represent the contemporary hotspots in restaurant research. Finally, the study provides practical implications and some opportunities for future research.
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TripAdvisor provides its users with opportunities such as hosting opinions, making comparisons and advertisements. For this reason, it has become one of the innovative tools in the tourism sector. The aim of this study is to contribute to the development of marketing communication strategies by hotel managers by revealing the levels and dimensions of the perception of the customers about the quality of the service provided in the restaurants of 4 and 5 star hotels in the Eastern Black Sea Region of Turkey. Qualitative research method, descriptive research approach and scanning model were adopted in the study. Secondary data were used in the study. The criterion sampling technique was used to collect the study data. During the search, 3 thousand 6 Turkish comments were found. Content analysis was applied to the data obtained by examining TripAdvisor reviews about the restaurants of 4 and 5 star hotels in the Eastern Black Sea Region of Turkey. These comments were coded under 117 statements by taking expert opinions. There are 53 positive and 64 negative statements were described. These statements were then classified into 5 categories. The determined categories were named as "food and beverage", "service quality and presentation", "design and atmosphere", "price" and "cleanliness and hygiene". There are 2701 positive and 935 negative comments under these categories. The highest number of positive and negative comments are in the "food and beverage" category and in the "service quality and presentation" category. Most of the comments were related to breakfast.
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Nowadays, social data analysis is widely used in different businesses. Machine learning has proved its effectiveness in big data analysis for customers’ segmentation and decision making. In the context of tourism and hospitality, there have been several studies for customers’ decision making through social data analysis. However, the use of machine learning techniques for data-driven analysis by data obtained from social networking services is still in the early stage of development. This paper aims to develop a new hybrid method using machine learning techniques for social data analysis in hotel selection. The author develops the method by the combination of feature selection, supervised learning and unsupervised learning techniques. The author uses fuzzy k-means for data clustering, correlation-based feature selection for feature selection, and the ANFIS (adaptive neuro-fuzzy inference system) method for predicting customers’ overall satisfaction in each cluster. The method is applied to a dataset for hotels in Saudi Arabia obtained from TripAdvisor. The prediction models of different clusters are evaluated using a set of evaluation metrics and compared with the other prediction techniques. The method was evaluated by mean-square error (MSE) and correlation coefficient (R2). The author compared the results of this study with other methods, which are ANFIS, support vector regression (SVR), artificial neural network (ANN) and decision trees. In this comparison, ANN was trained for 200 epochs and SVR was implemented by radial basis function kernel. The results revealed that the method that uses fuzzy k-means and neuro-fuzzy system (MSE = 0.0734; R2 = 0.9834) has better predicted overall ratings with a lower mean-squared error.
Purpose The use of modern technologies in restaurants has become a trend. For food and beverage services, embracing new technologies helps solve the dilemmas of increasing labor costs and the high level of staff turnover in the industry. However, knowledge regarding how consumers perceive and evaluate technology-assisted dining experiences (TADEs) is limited. This study aims to conceptualize and operationalize TADEs while considering increasing technological applications in restaurants. Design/methodology/approach This study conducted in-depth interviews with 71 restaurant consumers in Nanjing and Wuhan, China. Following the interviews, this study carried out a survey and identified the factor structure of TADEs. Findings The in-depth interviews identified 26 attributes of TADEs. An analysis of the survey data identified four important aspects (with 21 items) of TADEs, namely, novelty and fashion, convenience, high efficiency and restrictions and possible risks. Practical implications Hospitality managers can implement the suggested measures for dining service design and technology management to improve the experiences of customers. Originality/value These findings have theoretical implications for the new phenomenon of technology-integrated dining, the application of technology and consumer management in the catering industry.
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The evolution and consumers’ acceptance of podcasts has been on the rise. Scholars argue that this rapid rise is due to the ability of podcasts to offer content that consumers find valuable. This has resulted in brands following consumers on the podcast platforms and attempting to reach them through podcast advertisements. The last decade has seen a tremendous rise in the podcast advertising budgets of brands. However, the nature of such podcast advertisements and their effect on consumer-brand relationships and behavioral intention are understudied. The present study explored the efficacy of podcast advertisements by utilizing the theoretical framework of advertising value and their effect on attitude toward Ads (AaD), attitude toward brand (AB), formation of purchase intent, and brand eWOM. The moderating role of the ad placement, through pre, post, and mid roll podcast advertisements, was observed while assessing the effect of podcast advertising on AaD. Data was collected through a structured survey instrument; in total, 389 millennial consumer responses were obtained. SmartPLS3 software was used for data analysis. The results empirically established that podcast advertisements were effective in creating consumer-brand relationships, while informative podcast ads were the most effective of the lot.
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The implementation of green practices has been prevalent worldwide in the restaurant industry. Sadly, the Indian restaurant industry has not completely taken into account the importance of green practices in restaurants, and whatever the procedures are, they are still in their infancy. The fundamental goal of this research is to look at the impact of Indian restaurants' green practices on customer satisfaction and how it impacts their behavioral intentions to come back again/recommend it/positive word-of-mouth. The study applied the structural equation modeling approach to find out the interrelationship between green practices in a restaurant, Customer Satisfaction, and Behavioral Intentions. The study's results revealed a strong correlation between consumer satisfaction and their behavioral intentions and the effects of green food, green services, and green energy-efficient activities. Furthermore, consumer loyalty constructively affected behavioral intentions.
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Given the increasing popularity of gastronomy tourism in emerging destinations, this study aims to develop and validate a scale that captures the image of local cuisine from domestic and international tourists’ perspectives. The present study follows three sequential phases of the scale development procedure: qualitative inquiry, scale refinement, and validation. The image dimensions i.e., physical well-being, culinary heritage, sensory appeal, gastronomic offerings, and affective image were tested using independent samples. In the calibration and validation sample, the five underlying dimensions showed support for a higher-order structure of scale related to image of local cuisine. The measurement invariance analysis confirmed the generalizability of cuisine image scale across the domestic and foreign tourists.
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Purpose With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four key aspects (food, service, ambience and price) change after a restaurant is awarded a Michelin Star to shed light on how the award of a Michelin Star affects online reviews as well as what factors contribute to positive online restaurant reviews. Design/methodology/approach The authors conducted a sentiment analysis of online restaurant reviews on TripAdvisor. A total of 8,871 English-written reviews from 87 restaurants located in Europe were extracted using a web crawler developed by Beautiful Soup, and data were then processed using Semantria. Findings The study findings revealed that overall sentiments decreased after restaurants were awarded a Michelin Star, in which service sentiment was the most affected aspect, followed by food and ambience. Yet, price sentiment showed a prominent increase. This provides valuable insights for Michelin-starred restaurant operators and owners to create a unique and compelling gastronomic experience that triggers positive online reviews. Practical implications The results of this study argue that consumers tend to hold higher expectations for this type of upscale restaurants given its recognition and quality assurance, so they are more likely to have negative feelings when their expectations are disconfirmed. Therefore, restaurants should continuously improve their food and service while paying attention to small details such as ambience, through creativity and innovation. Also, high-end restaurants, especially Michelin-starred restaurants, usually have the edge in premium pricing, yet competitive pricing may backfire considering its perceived luxurious values. Originality/value This study analyzed changes in customer sentiments when a restaurant is awarded a Michelin Star through text analytics. Through the lens of online restaurant reviews, the study findings contribute to identifying aspects that are most or least affected by the award of a Michelin Star as well as highlight the role of ambience in customer satisfaction which might have been overlooked in previous studies. 研究目的 隨著社交媒體日趨普及,消費者出現一種常見的做法,就是在網上書寫評論,分享他們的意見和體驗,他們也會參考其他消費者的評論,以在購物時能作出知情決定。本研究擬探討當餐館獲得米其林星級時,消費者對它們在四個主要方面 (即食物、服務、情調和價格) 的網上評價會如何改變。我們藉此能更容易了解、餐館獲得米其林星級會如何影響其網上評論,以及是哪些因素、會為這些餐館帶來正面的網上評價。 研究設計/方法/理念 我們對貓途鷹平台上的網上餐館評論進行情感分析。透過BeautifulSoup 研發的網絡爬蟲,我們取出位於歐洲87間餐館、共8,871個以英文書寫的評論,並把這些數據以Semantria加以處理。 研究結果 研究結果顯示、當餐館獲得米其林星級時,顧客的整體情緒會下降,而其中最受影響的是服務情懷,其次是食物和情調; 但價格情緒卻有明顯的上升。這研究結果給獲得米其林星級餐館的經營者及其東主提供寶貴的啟示,讓他們了解如何為顧客創造一個可帶來正面網上評價的獨特而難忘的美食體驗。 研究的原創性/價值 本研究透過文本挖掘、去分析當餐館獲得米其林星級時,顧客情緒會如何改變; 透過網上餐館評論這面透視鏡子,本研究得到的結果、幫助我們確定米其林星級的聲譽所影響最大和最小的是哪些方面,以及讓我們更深入了解餐館的情調在顧客滿意程度上所扮演的角色,而這個角色在過去的研究中似被忽視。 管理上的啟示 本研究的結果提供了論據、證明由於消費者對擁有相關的認可和品質保證的這類高檔餐館一般予以較高的期望,故當他們發現期望與現實不符時,他們更容易產生負面的情緒; 因此,餐館在關注如情調方面的細節的同時,也應透過創造力和新觀念、去不斷改善他們提供的食物素質和服務水平; 而且,高檔餐館,尤其是獲得米其林星級的餐館,通常在溢價定價方面享有優勢,但當考慮到感知的奢華價值時,具競爭力的價格或會為餐館帶來反效果。
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This paper investigates price and regional effects on the word-of-mouth (WOM) valence and sales in the food delivery sector. Using 56,939 food delivery merchants’ data from a food delivery giant in China, our results show that the impact of price on WOM valence is significantly positive, while the regional effect is negative. And the price effect varies according to consumers’ preferences. Price threshold is determined as 53 Yuan and 100 Yuan to examine the impact on valence and sales, respectively. This suggests that in the food delivery sector, price and regional factors have different effects on merchants’ WOM valence and sales.
Purpose This study aims to investigate the effects of memorable dining experiences (MDEs) in the USA during the COVID-19 pandemic. Design/methodology/approach A total of 530 valid survey responses were collected in the USA. Partial least squares structural equation modeling (PLS–SEM) was used to estimate inner and outer models. A two-stage approach was applied to test the moderating effects of restaurant safety measures. Additional analyses were conducted to compare electronic word of mouth (eWOM) intention and actual eWOM behavior. Findings All five dimensions contributed to the overall memorability of a dining experience, with affect being the primary factor. Overall memorability was positively related to subjective well-being and actual eWOM behavior. Restaurant safety measures were positively related to the overall experience but did not moderate the relationship between any dimension and overall memorability. Research limitations/implications Findings provide empirical support for the conceptualization of MDEs during a pandemic and underscore the importance of actual eWOM behavior in restaurant research. Practical implications Results offer guidance for restaurant managers in designing MDEs. Originality/value The restaurant industry is evolving from simply providing products and services to creating experiences. Yet the impacts of crafting MDEs are not well understood, especially during a pandemic. This study filled this gap by investigating MDEs and their effects on subjective well-being and eWOM behavior.
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Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh media sosial pemasaran (SMM) terhadap keputusan pembelian konsumen berbelanja Online pada usaha mikro dan kecil dimana minat beli sebagai variabel intervining dan e-serqual sebagai variabel moderating.Media social pemasaran terdiri dari Sosial Media Adverstising (SMA) , Elektronik Word of Mouth (E - WOM), Social Costumer Relationship (SCRM). Hasil penelitian Diharapakan dapat membangun sebuah model keputusan pembelian secara online. Model ini akan membantu pelaku usaha mikro dan kecil memahami keputusan penting konsumen dalam keputusan pembelian secara online
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An increase in the vividness of mental imagery can enhance the persuasive appeal of advertisements. To examine the effects of sensory imagery enriched by smelling (olfactory) and tasting (gustatory) in online video-based advertisements, we adopted multi-method empirical investigations to validate our conceptions. Electroencephalograms (EEGs) and survey data collected from 166 customers provide strong support for the research model. Results show that, in rational advertising contexts, consumers’ olfactory senses were triggered, and both arousal and pleasure from the emotions affected their attitudes, which in turn influenced word-of-mouth (WOM) and purchase intentions. In emotional advertising contexts, the olfactory and gustatory senses were both triggered, and only pleasure affected their attitudes, which in turn influenced WOM and purchase intentions. By understanding the neurocognitive mechanisms and perceptual effects of sensory imagery, the insights gained from this study may benefit designers and marketers in implementing more effective marketing strategies.
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The aim of this paper is to examine specific aspects of banking services, from the founding of the company and the first steps of entrepreneurs, through its growth from micro, small to medium-sized enterprises. The quality of the bank's service is directly related to the positive experience of service users, i.e. it depends on the extent to which the bank manages to solve the problem of the entrepreneur. Furthermore, this quality leads to a deeper connection between the bank and the business client, a personal relationship, based on two-way communication and trust, which contributes to building a loyal two-way relationship. In the Serbian market, we examined the experience of 99 entrepreneurs with the services offered by 26 banks. The products are similar; what makes the difference is the marketing of banking services and the positioning of the bank's brand in the consciousness of the entrepreneur as a bank that cares about the client and is ready to further invest in building trust and loyalty. Our findings indicate that the owners of micro-size firms and entrepreneurs located in Belgrade, have comparatively more concerns about the quality of rendered services.
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Social media allows restaurants practitioners to distribute corporate social responsibility (CSR)-related information to interested individuals. However, it is unclear which types of CSR activities or communication strategies are more effective in terms of influencing consumers’ behavioral and emotional responses, especially in the restaurant industry. To shorten this research gap, the current study collected 136 CSR-related posts alongside 3408 stakeholders’ replies from the U.S. green restaurants’ Twitter accounts. Content analysis, ANOVA, and sentiment analysis using R studio were conducted for data evaluation. It was found that CSR activities related to the local community and society were as important as the activities related to the environment. Moreover, the engagement CSR communication strategy had a stronger influence on customers’ behavioral responses, generating more positive sentiments than broadcasting or reactive strategies on Twitter. The research findings may help restaurant practitioners communicate CSR-related information more effectively on social media.
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If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
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Online Consumer Psychology addresses many of the issues created by the Internet and goes beyond the topic of advertising and the Web to include topics such as customization, site design, word of mouth processes, and the study of consumer decision making while online. The theories and research methods help provide greater insight into the processes underlying consumer behavior in online environments. Broken into six sections, this book: focuses on community and looks at the Internet's ability to bring like-minded individuals from around the world into one forum; examines issues related to advertising, specifically click-through rates and advertising content placed within gaming online and wireless networks; provides readers with reasons why consumers customize products and the benefits of customization; discusses the psychological effects of site design; asks the question of whether the Internet empowers consumers to make better decisions; and discusses research tools that can be used online.
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If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers' behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors' discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
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It is widely recognised that the tourist market is not homogeneous. Yet segment-specific satisfaction analysis has received inadequate attention both from researchers and managers. Focusing on tourists' dining experiences, this study investigated whether tourists could be grouped into distinct segments; whether the composition of variables determining customer satisfaction differed among the identified segments; and whether market segmentation strategy could contribute to more parsimonious satisfaction prediction models. Factor analysis was performed to determine dimensions that are likely to influence tourist restaurant selection and evaluations, whereas cluster analysis was employed to identify homogeneous groups of respondents. Multiple regression analyses were then employed to examine the relative importance of service dimensions in determining satisfaction judgments of each segment. Based on the analyses, five distinct dining segments were identified. Different sets of service dimensions appeared to affect satisfaction judgments. Greater variation in satisfaction was explained when analysis was undertaken at market segment level compared to aggregate market level. Management and marketing implications of the study are discussed.
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Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.
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The virtual community represents one of the most interesting developments of the information age. There has been much popular discussion of the economic potential of virtual communities, but little empirical evidence of successful economic leverage. Beginning with some background on virtual communities, this article reviews theoretical perspectives applicable to their management and economic leverage, presents an appropriate conceptual framework to support such leverage, and concludes with some managerial guidelines for successful implementation. The article's primary thesis is that economic activities associated with the virtual community must not merely concide with its social interactions, but be embedded within them.
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Through Web-based consumer opinion platforms (e.g., epinions.com), the Internet enables customers to share their opinions on, and experiences with, goods and services with a multitude of other consumers; that is, to engage in electronic word-of-mouth (eWOM) communication. Drawing on findings from research on virtual communities and traditional word-of-mouth literature, a typology for motives of consumer online articulation is developed. Using an online sample of some 2,000 consumers, information on the structure and relevance of the motives of consumers' online articulations is generated. The resulting analysis suggests that consumers' desire for social interaction, desire for economic incentives, their concern for other consumers, and the potential to enhance their own self-worth are the primary factors leading to eWOM behavior. Further, eWOM providers can be grouped based on what motivates their behavior, suggesting that firms may need to develop different strategies for encouraging eWOM behavior among their users.
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textlessptextgreaterThe authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
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Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. These influences are especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the large-scale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing the influence that one consumer may have on another. This paper describes online interpersonal influence, or eWOM, as a potentially cost-effective means for marketing hospitality and tourism, and discusses some of the nascent technological and ethical issues facing marketers as they seek to harness emerging eWOM technologies.
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The Web provides a fertile ground for word-of-mouth communication and more and more consumers write about and share product-related experiences online. Given the experiential nature of tourism, such first-hand knowledge communicated by other travelers is especially useful for travel decision making. However, very little is known about what motivates consumers to write online travel reviews. A Web-based survey using an online consumer panel was conducted to investigate consumers' motivations to write online travel reviews. Measurement scales to gauge the motivations to contribute online travel reviews were developed and tested. The results indicate that online travel review writers are mostly motivated by helping a travel service provider, concerns for other consumers, and needs for enjoyment/positive self-enhancement. Venting negative feelings through postings is clearly not seen as an important motive. Motivational differences were found for gender and income level. Implications of the findings for online travel communities and tourism marketers are discussed.
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Opinion leadership has been studied intensively but rather narrowly in most studies to date. An attempt is made here to broaden the scope of coverage in order to learn about many dimensions or aspects of this phenomenon as it applies to a single population at a particular point in time.
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The intent of this research is to develop a model and the associated metrics that measure service quality in fast-food restaurants (FFRs). As part of this process the authors modified the classic SERVPERF instrument to examine the relationships among service quality , food quality, price/value, customer satisfaction, and behavioral intentions. This modified SERVPERF instrument was administered to college students at a large southwestern university. Confirmatory factor analysis and structural equation modeling were employed to analyze the data. A number of significant findings were reported including that the five dimensions — tangibles, employee behaviors, reliability, responsiveness, and empathy — positively influence the perception of service quality. The results also support the contention that service quality and customer satisfaction are two important antecedents of customer intention. The indirect effect of service quality on behavioral intentions is not supported by this study because the authors did not find a significant relationship between service quality and customer satisfaction. The findings also show that food quality is a significant factor in satisfaction. These findings indicate that FFR managers should focus on monitoring and improving service quality and food quality because providing better service to their customers will drive repurchases.
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In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
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Opinion leadership has been studied intensively but rather narrowly in most studies to date. An attempt is made here to broaden the scope of coverage in order to learn about many dimensions or aspects of this phenomenon as it applies to a single population at a particular point in time.
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In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.
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The researchers interviewed 300 customers of a fast food restaurant. The respondents indicated that quality, cleanliness and value are the three most important attributes of a fast food restaurant. The study reported the respondents' ratings of competitive brands. Cross-tabulations of satisfaction rating by various customer traits are provided.
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The purpose of this study is to identify important selection attributes for customers dining at Chinese restaurants in the state of Indiana, and the determinant and predicting factors in customers' intentions to return. A closed-ended questionnaire was used, and a systematic sampling approach was employed to survey a sample of customers in three Chinese restaurants in Indiana. The data were analyzed using factor and multiple regression analysis. A four-dimensional structure was established from 14 selection attributes. The results of the study indicated four dimensions that were significantly related to the likelihood of customers returning to the same restaurants, as follows: “Food and Environment,” “Service and Courtesy,” “Price and Value,” and “Location, and Advertising and Promotion.”
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This study explored the dimensions of the physical environment of upscale restaurants to develop the DINESCAPE scale. Relevant literature in environmental psychology and marketing was reviewed, highlighting empirical and theoretical contributions. The procedures used in constructing and refining a multiple-item scale to assess DINESCAPE in the upscale restaurant setting are specified in this paper. Based on quantitative analyses, a six-factor scale was identified, consisting of facility aesthetics, ambience, lighting, service product, layout, and social factors. The reliability and validity of the scale and the factor structure are presented, along with potential applications of the scale.
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The current research systematically develops and empirically validates a scale to measure word-of-mouth communication and investigates two forms of customer commitment and service quality as potential antecedents. The findings support the hypotheses that affective commitment is positively related to word-of-mouth communication but that high sacrifice commitment is not related to word-of-mouth communication. Interestingly, the effect of service quality on word-of-mouth communication appears to be industry dependent. A distinction is made between word-of-mouth activity and word-of-mouth praise.
Article
Dining consumers determine which restaurants meet their quality and value standards. Restaurateurs who fail to measure up will soon see declining customer counts as guests switch to competing restaurants. “Dineserv” is proposed as a reliable, relatively simple tool for determining how consumers view a restaurant's quality. The 29-item Dineserv questionnaire comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles. By administering the Dineserv questionnaire to guests, a restaurant operator can get a reading on how customers view the restaurant's quality, identify where problems are, and get an inkling of how to resolve them. Dineserv also provides restaurateurs with a quantified measure of what consumers expect in a restaurant. Those expectations are important, because unfulfilled expectations drive guests away.
The intensely competitive environment existing in the restaurant sector makes it vital that firms achieve customer satisfaction in order to survive in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not influence that satisfaction.
Article
Food quality seems to be accepted as a fundamental component to satisfy restaurant customers; however, it has been often overlooked in restaurant service quality and satisfaction studies. The primary objective of this study was to investigate how food quality is perceived in relation to satisfaction and behavioral intentions in mid- to upscale restaurants. This study also attempted to identify which attributes among food-related qualities are critical in improving satisfaction and heightening revisit intention. With a structural equation modeling technique, this study shows that overall food quality significantly affects customer satisfaction and behavioral intentions and also revealed that the relationship between food quality and customer behavioral intentions is mediated by satisfaction. Subsequent regression analyses demonstrated that taste and presentation were the two greatest contributors to customer satisfaction and behavioral intentions. Thus, managers should pay attention to the key food quality attributes that elicit customer satisfaction and enhance return visits in the restaurant business.
Article
This research built a conceptual model to show how customers’ perceptions of dining environments influence behavioral intentions through emotions in the upscale restaurant setting. An environmental psychology model was proposed to explore the linkages between customers’ perceptions and emotions (pleasure and arousal) and between customers’ emotional states and behavioral intentions. A structural equation modeling analysis revealed that facility aesthetics, ambience, and employees had significant effects on the level of customer pleasure while ambience and employees significantly influenced the level of arousal. In addition, pleasure and arousal had significant impacts on behavioral intentions, and pleasure appeared to be the more influential emotion of the two. Implications for restaurateurs and academic researchers are also discussed.
Article
The purpose of this study was to investigate the degree to which behavioral intentions could be explained by service quality dimensions. Zeithmal et.’s theoretical framework was used to measure behavioral intentions; the five dimensions of SERVQUAL were used to measure perceived service quality. A total of 205 customers of two hotels in north Greece particpated in the study. The results indicated that the service quality dimensions explained a very high proportion of variance in word-of-mouth communications and purchase intentions (93 per cent and 85 per cent, respectively). These findings have theoretical implications in terms of developing a framework for conceptualizing service loyalty and identifying its antecedents. They also have practical implications in terms of designing effective customer retention strategies.
Article
This article reports an experiment designed to investigate the short-term sales effects of product-related conversations. The results show that exposure to favorable comments aids acceptance of a new product, while unfavorable comments hinder it.
Article
The author examines consumer affective responses to product/consumption experiences and their relationship to selected aspects of postpurchase processes. In separate field studies of automobile owners and CATV subscribers, subjects reported the nature and frequency of emotional experiences in connection with product ownership and usage. Analysis confirms hypotheses about the existence of independent dimensions of positive and negative affect. Both dimensions of affective response are found directly related to the favorability of consumer satisfaction judgments, extent of seller-directed complaint behavior, and extent of word-of-mouth transmission.
Article
Purpose Organizations continually seek new ways to achieve competitive advantage and word of mouth (WOM) represents such an opportunity because it has a powerful influence on consumers' attitudes and behaviors. However, prior research offers little insight into what WOM really means. The present study aims to investigate the complexities of the WOM concept and simultaneously examine the triggers that motivate people to offer WOM and the conditions that enhance the chance of WOM occurring. Design/methodology/approach A series of six focus groups were undertaken with consumers, these were supplemented by more than 100 critical incident questionnaires. Findings Two key WOM themes, termed “richness of message” and “strength of implied or explicit advocacy”, were identified, as well as various triggers and conditions that affect WOM occurrence. Research limitations/implications The study was based on two kinds of qualitative research, but quantitative research is required to fully test the derived WOM model. Further, the study focused on WOM from a giver's point of view. Research into WOM from a receiver's viewpoint is also needed. Practical implications The present study suggested that WOM activity is more complex than previous research has argued. Managers should consider various WOM facets and, in particular, recognize WOM will be most favorable when it is positive, richly described and conveyed in a strong manner. Originality/value The paper developed a WOM model that incorporates these additional themes and provides a basis for future quantitative research into WOM.
Article
Identifies and measures relevant variables (e.g., color, heat, light, and sound) involved in environmental psychology and fits them into a systematic framework. It is proposed that environmental stimuli are linked to behavioral responses by the primary emotional responses of arousal, pleasure, and dominance. (31 p ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Article
This paper investigates the characteristics of opinion leaders within the computer-mediated environment, analyses the differences between online opinion leaders and online non-leaders and examines the implications of opinion leadership theory for e-commerce. This study finds that opinion leaders in computer-mediated environments possess significantly higher levels of enduring involvement, innovativeness, exploratory behaviour and self-perceived knowledge than non-leaders. Online opinion leaders also possess greater computer skills, have used the internet for a longer period of time and use the internet more frequently for longer sessions than non-leaders. Copyright © 2005 John Wiley & Sons, Ltd.
Article
The objectives of the study were to investigate the relative importance of institutional DINESERV factors (i.e., food quality, atmosphere, service quality, convenience, and price and value) that affect customer satisfaction in the university dining facilities and to examine the influence of customer satisfaction on return intention and word-of-mouth endorsement. A web survey questionnaire was distributed to 4659 students at a public university in the Midwest from May 10–24 in 2005. Factor analysis, ANOVA, correlation analysis, and multiple regression analyses were used to analyze the data. The findings showed that all Institutional DINESERV Dimensions had a significant positive effect on overall customer satisfaction and revisit intention. Improving customer satisfaction, which results in increased return intention and positive word-of-mouth endorsement in university foodservice establishments, will in turn not only strengthen customer loyalty, but also improve the dining facility's reputation and generate greater revenue.
Article
This study empirically examined not only the relationship between perceived quality and satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic restaurant segment. Specifically, this study, using hierarchical regression analyses, investigated the direct effects of service quality and food quality on customer satisfaction and loyalty as well as the moderating effect of the perception of atmospherics, in Korean restaurants. As expected, this study showed that service and food quality have positive and significant effects on customer satisfaction and loyalty. This suggested that, similar to other restaurant segments, employee service and food are of great importance for ethnic restaurants as well. Verifying the moderating role of atmospherics, however, this study found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmospherics compared to those with a higher perception. Further, providing quality food is particularly critical for creating customer satisfaction in ethnic restaurants where atmospherics are not satisfactory. More detailed findings and implications are also discussed.
Article
The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.
Article
This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.
Article
In order to address a lack of comprehensive evaluation of restaurant quality, this study extends Mehrabian and Russell's stimulus–organism–response framework by incorporating restaurant-specific stimuli and including restaurant-specific measures of emotion. Using structural equation modeling, this study shows that atmospherics and service function as stimuli that enhance positive emotions while product attributes, such as food quality, act to relieve negative emotional responses. Results also suggest that positive emotions mediate the relationship between atmospherics/services and future behavioral outcomes. The results are theoretically and practically meaningful because they address the relationships among three types of perceived quality (product, atmospherics, and service), customer emotions (positive/negative), and behavioral intentions in the restaurant consumption experience. Managerial implications, limitations, and future research directions are also suggested.
Article
Sumario: I. Prices and demand -- II. Developing internal costs for pricing -- III. Pricing decisions and price administration -- IV. Special topics on pricing.
Published Word of Mouth: Referable, Consumer-Generated Information on the Internet Online Consumer Psychology: Understanding and Influencing Consumer Behavior in the Virtual World DINESERV: a tool for measuring service quality in restaurants Word-of-mouth communications: a motivational analysis
  • R M Schinler
  • B Bickart
  • Nj Stevens
  • P Knutson
  • B Patton
Schinler, R.M., Bickart, B., 2005. Published Word of Mouth: Referable, Consumer-Generated Information on the Internet. Online Consumer Psychology: Understanding and Influencing Consumer Behavior in the Virtual World. Lawrence Erlbaum Associates, Inc, NJ. Stevens, P., Knutson, B., Patton, M., 1995. DINESERV: a tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly 36 (2), 56. Sundaram, D.S., Mitra, K., Webster, C., 1998. Word-of-mouth communications: a motivational analysis. Advances in Consumer Research 25, 527–531.
Marketing Leadership in Hospitality. Foundations and Practices
  • R C Lewis
  • R E Chambers
Lewis, R.C., Chambers, R.E., 2000. Marketing Leadership in Hospitality. Foundations and Practices. III. Wiley, New York.
Published Word of Mouth: Referable, Consumer-Generated Information on the Internet
  • R M Schinler
  • B Bickart
Schinler, R.M., Bickart, B., 2005. Published Word of Mouth: Referable, Consumer-Generated Information on the Internet. Online Consumer Psychology: Understanding and Influencing Consumer Behavior in the Virtual World.