Millennials’ perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic

IF 1.3 Q3 HOSPITALITY, LEISURE, SPORT & TOURISM Journal of China Tourism Research Pub Date : 2023-02-21 DOI:10.1080/19388160.2023.2175096

Jamie Siu Kam Lo, Pimtong Tavitiyaman, Lancy Wing Sze Tsang

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引用次数: 1

Abstract

The new normal of social distancing policy and health risks has shaped customers' dining out behaviors at restaurants. This study applied qualitative and quantitative methods to explore the written comments of consumer-generated media on food and service quality and safety and hygiene prevention measures at upscale restaurants during the COVID-19 pandemic. The current study also investigated the impact of safety and hygiene prevention measures on perceived health risks, customer satisfaction, and behavioral intention via the stimulus-organism-response model. Written comments from 10 upscale restaurants were collected, and a purposive sampling approach was used to recruit Millennial respondents to participate in a self-administered survey. Results show different areas of comments provided by customers in the aspects of staff issues, hardware, amenities and other measures. Relationships among safety and hygiene prevention measures, perceived health risks, customer satisfaction and behavioral intention exist. Theoretical development on motivation factors to dine out and managerial implications were discussed. © 2023 Informa UK Limited, trading as Taylor & Francis Group.

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新冠肺炎大流行期间，千禧一代对高档餐厅安全和卫生措施、健康风险感知、满意度和行为意愿的看法

保持社会距离政策和健康风险的新常态影响了顾客在餐馆就餐的行为。本研究采用定性和定量相结合的方法，探讨消费者生成媒体在新冠肺炎疫情期间对高档餐厅食品和服务质量以及安全卫生预防措施的书面评论。本研究亦透过刺激-机体-反应模型，探讨安全卫生预防措施对健康风险感知、顾客满意度和行为意愿的影响。收集了10家高档餐厅的书面评论，并采用有目的的抽样方法招募千禧一代受访者参与自我管理的调查。调查结果显示，顾客在员工问题、硬件、设施和其他措施方面提供了不同领域的意见。安全卫生预防措施、健康风险感知、顾客满意度和行为意愿之间存在相关关系。讨论了外出就餐动机因素的理论发展及其管理意义。©2023 Informa UK Limited以Taylor & Francis Group的名义进行交易。

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来源期刊

Journal of China Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

4.00

自引率

10.50%

发文量

期刊介绍： Journal of China Tourism Research (JCTR) is the official journal of the International Association of China Tourism Studies (IACTS) and is now indexed in the Emerging Sources Citation Index (ESCI)! JCTR is a truly international journal that publishes the latest research on tourism (all articles printed in English with Chinese abstracts) that relates to China and the Chinese. It provides a rich forum for exchange of fresh information and ideas among academics and practitioners; fosters and enhances cutting-edge research activities that advance the knowledge of tourism; and discusses the relevance of tourism to Chinese society. The journal encourages interdisciplinary scholarship and commentaries, aims at the highest intellectual level, and only publishes manuscripts that make significant contributions to the subject areas.