The cause-effect relationship between negative food incidents and tourists’ negative emotions

Song, Hanqun; Kim, Jong‐Hyeong

doi:10.1016/j.ijhm.2021.102925

Cited by 19 publications

(15 citation statements)

References 65 publications

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“…Positive and negative emotions contribute to the explanatory power of consumers' memorable experiences and, consequently, to their future repercussions, such as the propensity to loyalty and eWOM. These results provide answers about the attitudinal and behavioural consequences of negative emotions, contributing to filling the gap identified by Song and Kim (2021) and Song and Qu (2017). These authors argue that research on restaurant consumer behaviour has focused mainly on positive emotions.…”

Section: Tqmmentioning

confidence: 82%

Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sites

Souki

Oliveira

Guerreiro

et al. 2022

TQM

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PurposeMany restaurants offer high-quality service to their customers, hoping to provide memorable experiences that influence their loyalty and electronic word of mouth (eWOM). However, consumers' memorable experiences do not always imply positive eWOM. This study aims to (1) verify the direct impacts of the perceived quality by consumers of casual dining restaurants on positive emotions, negative emotions and memorable experiences; (2) investigate the impacts of memorable experiences on the propensity to loyalty and eWOM; (3) test the moderating effect of consumer behavioural engagement on social networking sites (CBE-SNS) on the relationship between memorable experiences and eWOM.Design/methodology/approachThis survey included 475 university students in Brazil. Participants answered an electronic form about their experiences in casual dining restaurants. Structural equation modelling tested the hypothetical model based on the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974).FindingsThe quality perceived by restaurant consumers (stimulus) positively impacts their memorable experiences and positive emotions and negatively affects their negative emotions (organism). Memorable experiences positively impact the propensity to loyalty (response). The CBE-SNS moderates the intensity of the relationship between memorable experiences (organism) and eWOM (response).Originality/valueThis study is the first that demonstrates the relationships between perceived quality, positive and negative emotions, memorable experiences, the propensity to loyalty and CBE-SNS and e-WOM in restaurants. Casual dining restaurants must offer their customers services with high perceived quality, positively impacting their emotions and their memorable experiences. Finally, restaurants must create strategies and actions to increase the CBE-SNS to encourage them to share their memorable experiences through eWOM.

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Section: Tqmmentioning

confidence: 82%

Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sites

Souki

Oliveira

Guerreiro

et al. 2022

TQM

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“…, 2021; Rahman et al. , 2021; Song and Kim, 2021). Pre-pandemic, tourists' perception of food safety, and any FBDOs, negatively impacted the national tourism sector and hotels' brand reputation (Plante, 2019; Romero and Bogel-Burroughs, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

“…These relations between local food products, restaurants, tourism are provided by local supply chains which can deliver to the increasing demand for healthy and safe products. This growth in the tourist sector was then hit by the COVID-19 pandemic with its impact on the tourism and hospitality industry across the world through travel restrictions, border closures and quarantine requirements (Aharon et al, 2021;Kaushal and Srivastava, 2021;Ozbay et al, 2021;Rahman et al, 2021;Song and Kim, 2021). Pre-pandemic, tourists' perception of food safety, and any FBDOs, negatively impacted the national tourism sector and hotels' brand reputation (Plante, 2019;Romero and Bogel-Burroughs, 2019).…”

Section: Literature Review 21 Food and Tourismmentioning

confidence: 99%

Systematic mapping of food safety outbreaks in the hospitality sector in the Dominican Republic

Oleo

McIntyre

Randall

et al. 2022

BFJ

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PurposeThe hospitality sector underpins the Dominican Republic's (DR) economy but may be a setting where foodborne disease outbreaks (FBDOs) can occur. The purpose of this research is to conduct a systematic mapping exercise on the available scientific literature related to FBDOs in hospitality in the DR and their link to reported food safety and hygienic practices.Design/methodology/approachA predefined search protocol applied the principles of PRISMA guidance. Publications (n = 2,793) from databases (e.g. Web of Science, PubMed) were identified and systematically selected for relevance. A full-text assessment based on the inclusion criteria led to the identification of a refined list of studies and academic publications (n = 22) included in this review. The descriptive analysis of the collated data is then presented graphically.FindingsA low rate of reporting highlights a knowledge gap on FBDOs, the related food safety hazards and how they are mitigated by stakeholders and local health authorities in the DR. Improving government and other stakeholder capacity to report, investigate and understand FBDOs and the practices involved is essential.Research limitations/implicationsThe research has implications for Government, businesses and public health officials and managers in the hospitality sector in the DR. A potential research limitation is that the search strategies could miss some relevant articles.Practical implicationsThe findings provide a framing for improved risk analysis in implementing food safety management strategies for FBDOs.Originality/valueTo the best of the authors’ knowledge, this is the first systematic mapping research assessing evidence of FBDOs affecting hospitality in the DR.

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“…Consumer emotion is a subjective experience of whether objective things meet their needs, and it is the experience and feeling of consumers under external stimulation [ 9 ]. Main sources of consumer emotions: Evaluation of business products and services; emotions generated by comparing with other products and services; emotions due to attribution [ 10 ]. Positive emotions include states such as concentration, confidence, optimism, appreciation, and devotion.…”

Section: Theoretical Analysis and Hypothesismentioning

confidence: 99%

The impact of negative emotions and relationship quality on consumers’ repurchase intention: An empirical study based on service recovery in China’s online travel agencies

Wei

Liu²,

Li³

et al. 2023

Heliyon

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The cause-effect relationship between negative food incidents and tourists’ negative emotions

Cited by 19 publications

References 65 publications

Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sites

Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sites

Systematic mapping of food safety outbreaks in the hospitality sector in the Dominican Republic

The impact of negative emotions and relationship quality on consumers’ repurchase intention: An empirical study based on service recovery in China’s online travel agencies

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