Factors that impact the word-of-mouth intention (WOM) in the full-service restaurant industry: A stimuli-organism-response approach

• Christian Reich-López ^[1] ; Maria Mayela Terán-Cázares ^[1] ; Jesús Fabián López Pérez ^[1]
  1. [1] Universidad Autónoma de Nuevo León

     Universidad Autónoma de Nuevo León

     México

     
• Localización: Contaduría y administración, ISSN 0186-1042, ISSN-e 2448-8410, Vol. 67, Nº. 4, 2022
• Idioma: inglés
• DOI: 10.22201/fca.24488410e.2022.3183
• Títulos paralelos:
  • Factores que impactan en la intención de recomendación de boca en boca en la industria restaurantera: un enfoque estílumo-organismo-respuesta
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    El objetivo de esta investigación es el de analizar las variables que puedan estar relacionadas con la intención de generar recomendación de boca en boca en la industria restaurantera de Monterrey y su área metropolitana. El método elegido es el de ecuaciones estructurales por mínimos cuadrados parciales estudiado desde el enfoque teórico del modelo estímulo-organismo-respuesta. Los resultados sugieren que las variables calidad de la comidad, valor percibido y calidad de la interacción del personal son predictivas sobre la variable dependiente intención de recomendación de boca en boca en el contexto de restaurantes denominados de servicio completo (R 2= 72.4%). La originalidad de este artículo recae en la contribución de la teoría del comportamiento del consumidor en el área de la hospitalidad (restaurantes de servicio completo) en una locación de América Latina. Con respecto a las limitaciones de este estudio, se reconoce que la investigación fue realizada sobre un muestreo no probabilistico de conveniencia.

  • English

    The objective of this research is to analyze the variables that relates to Word-Of-Mouth intention (WOM) in the restaurant industry in Monterrey, Mexico’s metropolitan area. The chosen method was partial least square structural equation modeling (PLS-SEM) studied by a Stimuli-Organism-Response (SOR) approach. The results show evidence that the variables of quality of the food, perceived value and personal interaction quality are factors willing to predict word-of-mouth intention in full-service type restaurants (R 2= 72.4%). The originality of the article resides in the contribution of consumer’s behavior theory in the hospitality area (Full-service type restaurants) in a LATAM geography. Related to the findings, physical environment quality was not significant in the model, which we aim to explain in the discussion potential reasons. Regarding limitations, it is acknowledged that the sampling method used in this investigation is a non-probabilistic convenience approach

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