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Publication Detailed Description
Journal Title
Consumer Behavior in Tourism and Hospitality
Year (definitive publication)
2024
Language
English
Country
United Kingdom
More Information
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Abstract
Purpose: This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach: A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings: The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value: This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.
Acknowledgements
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Keywords
Future pandemics,Perceived service quality,Consumer satisfaction,Restaurants
Fields of Science and Technology Classification
- Computer and Information Sciences - Natural Sciences
- Economics and Business - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UIDB/04466/2020 | Fundação para a Ciência e a Tecnologia |
| UIDP/04466/2020 | Fundação para a Ciência e a Tecnologia |
Related Projects
This publication is an output of the following project(s):
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
