How service quality affects consumer revisit behavior in chain restaurants: Lessons from COVID-19

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-05-21 DOI:10.1016/j.ijhm.2024.103774

Chih-Hsing Liu , Maria Carmen B. Lapuz , Bernard Gan

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Abstract

Comparison studies in the context of Taiwanese and Chinese restaurant chains remain scarce. This research utilized a comparison study to examine the key distinctions between Taiwanese and Chinese restaurant chains in their response to COVID-19 pandemic. Additionally, this paper also focused on the indirect effects of service quality on customer revisit intention during pandemic. The first study involved a renowned Taiwanese restaurant chain and revealed that service quality impacts revisit intention through brand equity and safety management system. The second study involved a popular Chinese hotpot restaurant chain and demonstrated that service quality affects revisit intention through gratification and reputation. Additionally, the moderating effects of safety perceived and perceived value were considered critical on revisit intention. This study highlighted adapting to local market conditions while prioritizing safety and customer satisfaction amid pandemic. It enriches academic discourse and offer practical insights for post-pandemic business recovery strategies.

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连锁餐厅的服务质量如何影响消费者的再次光顾行为？来自 COVID-19 的启示

针对台湾和中国连锁餐饮企业的比较研究仍然很少。本研究通过比较研究，探讨了台湾和中国连锁餐饮企业在应对 COVID-19 大流行时的主要区别。此外，本文还关注了服务质量对大流行期间顾客再次光顾意向的间接影响。第一项研究涉及一家知名的台湾连锁餐饮企业，结果显示服务质量通过品牌资产和安全管理系统影响顾客的再次光顾意向。第二项研究涉及一家广受欢迎的中式连锁火锅店，结果表明服务质量通过满足感和声誉影响顾客的再次光顾意向。此外，安全感和感知价值的调节作用被认为对再次光顾意向至关重要。这项研究强调了在大流行病中，在优先考虑安全和顾客满意度的同时适应当地市场条件。它丰富了学术讨论，并为大流行后的业务恢复战略提供了实用见解。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.