scholarly journals Covid-19 re-opening measures in the full-service restaurant industry: the impact in the word-of-mouth intention

2021 ◽  
Vol 18 (35) ◽  
Author(s):  
Christian Reich López ◽  
María Mayela Teran Cazares ◽  
Jesus Fabián López Pérez
Keyword(s):  
Empirical Evidence ◽  
Word Of Mouth ◽  
Restaurant Industry ◽  
The Impact

One of the most affected industries due to COVID-19 has been full-service restaurants since several governments worldwide decided to close them temporarily as a measure to stop spreading the virus. As the re-opening happens, the priority on the factors for these restaurants’ customers to recommend others or Word-of-Mouth (WOM) seems to have changed, especially if analyzed according to demographics groups. This article shows empirical evidence of what factors in full-service restaurants influence a client’s word-of-mouth intentions before and during COVID-19, aiming the relevance of trust (TST) to be superior to other factors, such as the quality of the food (QF) itself.

The Fateful First Consumer Review

2021 ◽  
Author(s):  
Sungsik Park ◽  
Woochoel Shin ◽  
Jinhong Xie
Keyword(s):  
Empirical Evidence ◽  
Word Of Mouth ◽  
Consumer Review ◽  
Online Word Of Mouth ◽  
The Impact

This paper presents theory and empirical evidence on the impact of the first consumer review on the evolution of online word of mouth and the fate of the product.

scholarly journals Faktor-Faktor Yang Mempengaruhi Perilaku Word Of Mouth Intention Pelanggan PadaTempat Makan Masakan Khas Jawa Di Surabaya

MANAJERIAL ◽  
2021 ◽  
Vol 8 (01) ◽  
pp. 37
Author(s):  
Nurfathan Hasbiy Purwanto ◽  
Siti Rahayu ◽  
Erna Andajani
Keyword(s):  
Food Quality ◽  
Physical Environment ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Restaurant Industry ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

Background – The restaurant industry is a very competitive industry to attract and retain consumers. Restaurant owners need to understand how consumers want, need and perceptions. Word of mouth (WOM) has an important role in any effective marketing strategy for the restaurant industry. Purpose – This study aims to  determine  the  influence  of  food  quality, the quality of personal interaction, the quality of the physical environment, the perceived value, and the quality of the relationship (satisfaction, trust, and commitment) on the behavior of mouth-to-mouth intention of customers where to eat Javanese specialties in Surabaya. Design / Methodology / Approach – This study uses a sample of 200 respondents. The data processing method used in this research is Structural Equation Modeling (SEM) with LISREL 8.8 for Window software. The target population in this study is all people who have eaten and drank in one of the 10 places to eat Javanese specialties in Surabaya. The type of sampling in this study is accidental sampling or convenience sampling. Result and Discussion – Food quality, physical environment, personal interactional quality, perceived value have a significant positive effect on satisfaction. Satisfaction has a significant positive effect on Word of Mouth and trust. Satisfaction does not have an impact on the customer commitment to eating Javanese specialties in Surabaya. Trust has a significant positive effect on the customers' commitment to eating Javanese specialties in Surabaya. Trust and commitment have no influence on the word of mouth intention of customers to eat Javanese specialties in Surabaya. Conclusion – The results of the study found that customers of Javanese cuisine in Surabaya rated satisfaction as not the main assessment in forming a commitment to return to enjoy the food served. Business actors need to find and develop new things from other aspects such as beautifying interior and exterior buildings or increasing the variety of food and improving services and small things such as cleanliness. In the restaurant business, it is necessary to develop more value which is not owned by competitors. This makes it difficult for customers to find other alternatives.  Researh Limitations – In this study, it was found that the Commitment variable alone was not sufficient in measuring the relationship between commitment and word of mouth intention, researchers needed to measure the commitment variable into three parts, namely affective commitment, calculative commitment and normative commitment. By measuring the commitment dimension, further research is expected to see how the results of the impact of the commitment dimension on word of mouth intention in the service industry.

scholarly journals Can negative word-of-mouth have any impact on brand sustainability?

2021 ◽  
pp. 212-224
Author(s):  
Lukas Kakalejcik ◽  
Richard Fedorko ◽  
Beata Gavurova ◽  
Radovan Bacik
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Product Reviews ◽  
Case Scenario ◽  
Bottom Line ◽  
Worst Case ◽  
Negative Experience ◽  
Positive Word Of Mouth ◽  
The Impact

Companies invest large amounts of funds to support their image as an incentive to make customers purchase the company's products. This paper's main objective is to estimate the impact of negative word-of-mouth on brand/product sustainability. As word-of-mouth represents customers' conversation regarding the quality of the company's products, the customer's voice is often analyzed to avoid negative experience outreach. History has carried several cases in which outreach could endanger a company's bottom line or even existence. The purpose of our study was to find out if this assumption could be supported. Approximately 100000 product reviews were collected in six selected categories in the Slovak market. The quantity of positive and negative word-of-mouth (PWOM/NWOM) was analyzed. It was found that there are approximately 15 times more positive reviews than negative ones. Based on previous studies' results, worst- and best-case scenarios were modeled to determine the possible impact of both PWOM and NWOM. It was found that in both cases, the direct reach of PWOM is higher than that of NWOM. On average, in the worst-case scenario, the reach of PWOM is 3.93 times higher than the reach of NWOM. In the best-case scenario, the reach of PWOM is 8.85 times higher than the reach of NWOM. According to the results, brand managers should focus on getting more positive reviews and thus positive word-of-mouth as it may have a stronger effect on the brand's sustainability. In other words, getting more ambassadors from the pool of customers satisfied with the brand might seem a reasonable strategy to avoid the potential danger from customers who were not satisfied with the products and willing to spread the word about their dissatisfaction.

Research on the Impact of Internet Word-of-Mouth on Film Consumption ingness of College Students

2021 ◽  
Vol 1 (1) ◽  
pp. 50-58
Author(s):  
Ju-Xiang Zhang ◽  
Keyword(s):  
College Students ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Film Industry ◽  
Professional Knowledge ◽  
Content Quality ◽  
Perceived Credibility ◽  
Online Word Of Mouth ◽  
The Impact

In the context of the information age, consumers obtain information on products or services through online channels. Internet word-of-mouth has quickly become an emerging hotspot in the field of marketing, and its role in the film industry has become more prominent than before. Based on the relevant research of scholars, this paper constructs a research model to study the influence of film online word-of-mouth on college students’ consumption intention. Empirical research verified that source credibility, disseminator’s professional knowledge, word-of-mouth quality, word-of-mouth quantity, word-of-mouth potency, perceived credibility, network involvement, and receiver’s professional knowledge are positively correlated with college students’ film consumption intention. Based on the results, this study proposes a series of suggestions, such as improving the content quality of online word-of-mouth and the popularity of movies on the Internet to help movie companies effectively use online word-of-mouth to implement marketing.

The Role of Loyalty Program (LP) and Brand Attachment in Establishing Word-of-Mouth Intentions

2017 ◽  
pp. 1470-1492 ◽  
Author(s):  
Nedra Bahri-Ammari
Keyword(s):  
Structural Equation ◽  
Word Of Mouth ◽  
Mediating Effect ◽  
Equation Method ◽  
Loyalty Program ◽  
Brand Attachment ◽  
The Impact ◽  
The Relationship

The focus of this study is to examine jointly the impact of the Loyalty Program Quality and brand attachment on W-O-M intentions through: satisfaction and loyalty. Exploratory and confirmatory analyses were adopted give a new measurements' structures. The authors used the structural equation method to confirm the different relationships. The results show that LPQ affect positively the satisfaction, and negatively the loyalty. LPQ has an indirectly effect on WOM intentions but through satisfaction. The mediating effect of satisfaction in the relationship between LPQ and Loyalty is rejected. This finding can be explained by the nature of mobile sector in Tunisia. Operators must listen to customers and better communicate with them to develop programs based on their expectations. The brand attachment reinforces the customer loyalty by helping operators to develop an efficient loyalty program. The results gave explanations to their model but they also showed the possibility of integrating other concepts which can improve the quality of contributions. These are particularly related to trust, consumer retention, personal interaction quality.

Understanding The Implications Of A Trending Popular Culture: The Online Food Review

2017 ◽  
Vol 1 (3) ◽  
pp. 121
Author(s):  
Imanuella R. Andilolo ◽  
Ikma Citra Ranteallo
Keyword(s):  
Decision Making ◽  
Popular Culture ◽  
Word Of Mouth ◽  
Group Discussion ◽  
Restaurant Industry ◽  
Consumer Involvement ◽  
Quality Of Information ◽  
Food Industries ◽  
Doing Business

<p>Online food reviews as a part of popular culture instigated by the propagation of the Internet are increasingly used by food industries to help consumers in creating decision making: “to buy or not to buy”. Some food industries are moving out from classical ways of word-of-mouth and printed or digital advertisements into online food reviews similar to content reviews of restaurants, hotels, films, music, and also Applications. The study uses qualitative exploratory methods and Focus Group Discussion to examine consumers’ behaviors in making a decision before eating what and where. The findings suggest that consumers are also influenced by the quality of information, ratings, and services. Findings indicate that consumer involvement in online food reviews provide challenges that able small and big food industries overcome the barrier arising from the lack of doing business in popular culture.</p><p> </p><strong>Keywords: </strong><em>online food review, restaurant industry, popular culture, decision making, consumer</em>

Natural born talents undiscovered

1998 ◽  
Vol 21 (3) ◽  
pp. 432-437 ◽  
Author(s):  
Michael J. A. Howe ◽  
Jane W. Davidson ◽  
John A. Sloboda
Keyword(s):  
Genetic Variability ◽  
Empirical Evidence ◽  
Educational Implications ◽  
The Impact

This Response addresses eight issues raised in the commentaries: (1) the question of how innate talents should be defined; (2) relationships between the talent account and broader views concerning genetic variability; (3) the quality of the empirical evidence for and against the talent account; (4) the possible involvement of innate influences on specific abilities; (5) the possibility of talent-like phenomena in autistic savants; (6) alternative explanations of exceptional expertise at skills; (7) practical and educational implications of the talent account and alternative positions. Finally, (8), we conclude by discussing the impact of the commentaries on our own views.

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