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Ribeiro, P., Ramos, R. F. & Moro, S. (2024). Restaurant containment measures and perceived service quality: Implications for future pandemics. Consumer Behavior in Tourism and Hospitality. 19 (1), 116-130
P. Renato et al., "Restaurant containment measures and perceived service quality: Implications for future pandemics", in Consumer Behavior in Tourism and Hospitality, vol. 19, no. 1, pp. 116-130, 2024
@article{renato2024_1732226288105, author = "Ribeiro, P. and Ramos, R. F. and Moro, S.", title = "Restaurant containment measures and perceived service quality: Implications for future pandemics", journal = "Consumer Behavior in Tourism and Hospitality", year = "2024", volume = "19", number = "1", doi = "10.1108/CBTH-06-2023-0081", pages = "116-130", url = "https://www.emerald.com/insight/content/doi/10.1108/CBTH-06-2023-0081/full/html" }
TY - JOUR TI - Restaurant containment measures and perceived service quality: Implications for future pandemics T2 - Consumer Behavior in Tourism and Hospitality VL - 19 IS - 1 AU - Ribeiro, P. AU - Ramos, R. F. AU - Moro, S. PY - 2024 SP - 116-130 SN - 2752-6666 DO - 10.1108/CBTH-06-2023-0081 UR - https://www.emerald.com/insight/content/doi/10.1108/CBTH-06-2023-0081/full/html AB - Purpose: This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach: A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings: The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value: This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios. ER -