How does the consumer choose a restaurant? An overview of the determinants of consumer satisfaction

Zanetta, Luis D'Avoglio; Xavier, Marina Carvalho; Hakim, Mariana Piton; Stedefeldt, Elke; Zanin, Laís Mariano; Medeiros, Caroline Opolski; da Cunha, Diogo Thimoteo

doi:10.1016/j.foodres.2024.114369

Food Research International

2024

DOI: 10.1016/j.foodres.2024.114369

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How does the consumer choose a restaurant? An overview of the determinants of consumer satisfaction

Luis D'Avoglio Zanetta,

Marina Carvalho Xavier,

Mariana Piton Hakim

et al.

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2024

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Cited by 1 publication

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Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences

Aragonés-Jericó,

Rodriguez Santos,

Kuster-Boluda

et al. 2024

BFJ

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PurposeThis paper aims to analyze brand loyalty and electronic word-of-mouth (eWOM) antecedents in restaurants: (1) utilitarian and hedonic benefits, (2) brand satisfaction and (3) brand love. It also provides valuable knowledge through the comparison between positive and negative restaurant experiences.Design/methodology/approachA survey was carried out of restaurant satisfied and dissatisfied consumers. Structural equation modeling (SEM) and multi-group analysis (MGA) were performed to examine the cause-and-effect relationship in both groups.FindingsThe results show the relevance of benefits, brand satisfaction and brand love as causes for brand loyalty and e-WOM. Also, these relationships are significantly stronger for dissatisfied consumers than for satisfied ones.Originality/valueThe outcome of the research provides new insights to develop a conceptual stimulus-organism-response (S-O-R) model of consumers’ restaurant behavior by drawing comparisons across satisfied and dissatisfied ones.

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Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences

Aragonés-Jericó,

Rodriguez Santos,

Kuster-Boluda

et al. 2024

BFJ

View full text Add to dashboard Cite

show abstract

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How does the consumer choose a restaurant? An overview of the determinants of consumer satisfaction

Cited by 1 publication

References 167 publications

Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences

Brand loyalty and electronic word-of-mouth antecedents: the moderating effects of experiences

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