Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants

Chao, Ren-Fang; Yi, Fu; Liang, Chia-Hsiang

doi:10.1016/j.ijhm.2021.102978

Cited by 35 publications

(31 citation statements)

References 76 publications

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“…Finally, we establish empirical evidence that heavy users prefer "entertainment value," whereas light users favor "visual appeal," by evaluating the subdimensions of the e-servicescape and the differences in the nature of consumption. According to a previous study, heavy users value visual beauty more than light users [28]. As a result, we assert that the visual appeal of a quality as perceived by heavy and light users is quite different.…”

Section: Theoretical Implicationsmentioning

confidence: 61%

The Impact of Servicescape Perception on Perceived E-Commerce Value and Client Loyalty

Saputra

2021

IJIIS Int. J. Informatics Inf. Syst.

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While previous research on e-servicescapes has focused on the ordinary Internet user, several studies show that heavy Internet users are the target audience. To maximize firm profitability, it is vital to understand the nature of heavy user consumption; hence, this study examines the primary components of e-servicescapes and their relationship to buy intent using moderated data from heavy and light Internet users. Three hundred and forty-two genuine internet users with online purchasing experience answered an online questionnaire, and discrepancies were determined using structural equation modeling. For ordinary users, aesthetic appeal and interaction are significant factors in purchase intention; for heavy users, interactivity is the most important attribute, followed by aesthetic appeal, layout, and functionality; and for light users, aesthetic appeal is the sole consideration. Additionally, our data show that financial stability does not help heavy, regular, or light users. We demonstrate how heavy and light Internet users evaluate e-servicescapes to signal quality attributes and contribute to their cognitive responses and purchase intentions based on their consumption traits by integrating purchase intentions with e-service quality and segmentation theory in e-servicescapes. It is advised that online merchants identify heavy and light users, rethink their current e-servicescapes, and apply more tailored marketing methods to attract and retain heavy and light users, as well as increase their purchase intent. While this study concentrated on the most salient characteristics of heavy users, more research is required to explicate additional critical mediators. This poll makes no mention of the three kinds of websites or product qualities. Finally, demographic and psychological variables such as gender and personal characteristics may act as significant mediators in the link between the e-servicescape and purchase intention, but their relevance requires more research.

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Section: Theoretical Implicationsmentioning

confidence: 61%

The Impact of Servicescape Perception on Perceived E-Commerce Value and Client Loyalty

Saputra

2021

IJIIS Int. J. Informatics Inf. Syst.

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“…More specifically, physical servicescape in our study refers to manmade physical outlooks of the restaurant service setting where dining services take place (Ji et al , 2021). It captures physical qualities from built restaurant designs, spatial layout, dining service facilities and equipment, cleanliness of the setting and ambient conditions (Chao et al , 2021). Accordingly, any physical cue embedded in the physical outlook, from exterior designs decorated in the entrance area to interior cues in the dining space, shapes service quality perceptions.…”

Section: Resultsmentioning

confidence: 99%

Smart dining, smart restaurant, and smart service quality (SSQ)

Wong

Huang

Lin

et al. 2022

IJCHM

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Purpose Have you been to a smart restaurant, and how were its services? A common limitation of hospitality studies stems from the lack of research on how service quality is shaped within smart technology. This study aims to fill this literature void not merely to reiterate the importance of technology but also to recast service quality through the lens of information technology. It synthesizes the 5-S model of smart service quality (AKA SSQ) as a new conceptualization of service quality application in smart hospitality contexts such as smart restaurants. Design/methodology/approach This study undertook a qualitative research design based on theoretical synthesis from service quality, information technology and attention restoration. Drawing from online review comments and semistructured interviews from smart restaurants, the authors improvised the SSQ model to identify the essence of smart service in smart dining establishments. Findings “5-S” reflects an extension of the literature to denote a new SSQ abstraction pertinent to s-servicescape, s-assurance, s-responsiveness, s-reliability and s-empathy. A nomological network was posited to better understand the importance of smart design and consequence of SSQ. Research limitations/implications The emergence of smart dining gives rise to smart restaurants, which puts technology at center stage. As consumers are becoming increasingly comfortable with self-service technology, auto-payment and ordering systems and robotic services, technology in foodservice will continue to play an essential role to better serve diners. Geared with advanced innovations and intelligent devices, smart restaurants are now more than mere eateries. It is a trend and a lifestyle. Originality/value This novel SSQ concept adds new nuances to the literature by acknowledging the technological essence in today’s hospitality industry. By integrating smart technology into the service quality paradigm, the authors are able to observe several interesting behaviors exhibited during smart dining, including tech-induced restoration, which opens a new avenue to understand how attention restoration could be attained through immersion in a technologically advanced setting. By synthesizing theoretical essence from service quality, attention restoration and information technology, the authors are able to create a new dialog that should warrant a forum of discussion in future studies.

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“…Under the evolution of “stimulus-organic-response” ( Cheng et al, 2021 ), behavioral motivation is gradually strengthened ( Wang et al, 2021 ). In general, WOM has been abstractly considered as a social “connection” to shorten the physical distance ( Todri et al, 2021 ), which can not only achieve the viral marketing path of enterprises ( Donthu et al, 2021 ), but also effectively enhance the instant experience of consumers or audiences ( Chao et al, 2021 ). However, it should be noted that WOM does not have a consistent positive effect on behavior, and the understanding of WOM by different individuals or different groups is generally mixed with the coexistence of positive and negative aspects ( Talwar et al, 2021 ).…”

Section: Literature Reviewmentioning

confidence: 99%

Appeal of word of mouth: Influences of public opinions and sentiment on ports in corporate choice of import and export trade in the post-COVID-19 era

Yao

Li²,

Chen³

et al. 2022

Ocean & Coastal Management

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Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants

Cited by 35 publications

References 76 publications

The Impact of Servicescape Perception on Perceived E-Commerce Value and Client Loyalty

The Impact of Servicescape Perception on Perceived E-Commerce Value and Client Loyalty

Smart dining, smart restaurant, and smart service quality (SSQ)

Appeal of word of mouth: Influences of public opinions and sentiment on ports in corporate choice of import and export trade in the post-COVID-19 era

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