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Millennials' perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic
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 preventio...
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Published in: | Journal of China tourism research 2024-01, Vol.20 (1), p.115-143 |
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creator | Lo, Jamie Siu Kam Tavitiyaman, Pimtong Tsang, Lancy Wing Sze |
description | 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. |
doi_str_mv | 10.1080/19388160.2023.2175096 |
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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.</description><identifier>ISSN: 1938-8160</identifier><identifier>EISSN: 1938-8179</identifier><identifier>DOI: 10.1080/19388160.2023.2175096</identifier><language>eng</language><publisher>Philadelphia: Routledge</publisher><subject>behavioral intention ; COVID-19 ; Customer satisfaction ; Health risk assessment ; Health risks ; Hygiene ; Millennials ; Pandemics ; perceived health risk ; Restaurants ; Safety and hygiene prevention measures ; stimulus-organism-response (S-O-R) ; 刺激-机制-反应 ; 千禧一代 ; 安全和卫生措施 ; 感知健康风险 ; 行为意向 ; 顾客满意度</subject><ispartof>Journal of China tourism research, 2024-01, Vol.20 (1), p.115-143</ispartof><rights>2023 Informa UK Limited, trading as Taylor & Francis Group 2023</rights><rights>2023 Informa UK Limited, trading as Taylor & Francis Group</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c338t-2186dee7a77789b95e50118e85b63a5b88ff7f197b9be26438679e9fe85713be3</citedby><cites>FETCH-LOGICAL-c338t-2186dee7a77789b95e50118e85b63a5b88ff7f197b9be26438679e9fe85713be3</cites><orcidid>0000-0002-3475-6856 ; 0000-0003-0935-481X ; 0000-0002-1051-7711</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>315,786,790,27957,27958</link.rule.ids></links><search><creatorcontrib>Lo, Jamie Siu Kam</creatorcontrib><creatorcontrib>Tavitiyaman, Pimtong</creatorcontrib><creatorcontrib>Tsang, Lancy Wing Sze</creatorcontrib><title>Millennials' perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic</title><title>Journal of China tourism research</title><description>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.</description><subject>behavioral intention</subject><subject>COVID-19</subject><subject>Customer satisfaction</subject><subject>Health risk assessment</subject><subject>Health risks</subject><subject>Hygiene</subject><subject>Millennials</subject><subject>Pandemics</subject><subject>perceived health risk</subject><subject>Restaurants</subject><subject>Safety and hygiene prevention measures</subject><subject>stimulus-organism-response (S-O-R)</subject><subject>刺激-机制-反应</subject><subject>千禧一代</subject><subject>安全和卫生措施</subject><subject>感知健康风险</subject><subject>行为意向</subject><subject>顾客满意度</subject><issn>1938-8160</issn><issn>1938-8179</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2024</creationdate><recordtype>article</recordtype><recordid>eNp9UctOwzAQjBBIQOETkCxx4NIUO25i-wYqr0pFvQBXy0nX1JA4wXaL-j38KC4pHDmttfPYsSZJzggeEczxJRGUc1LgUYYzOsoIy7Eo9pKj7T7lhIn9v3eBD5Nj798wLvCY4aPk69HUNVhrVO0vUAeugi6Y1qJWI680hA1SdoGWm1cDFlADyq8c-GFPNWuIGKg6LJEz_n0YNcF4raofj62yhKVam3blVI2MDWB7JKBV5ytVA4puQUXYBo9UYxZoMn-Z3qREoC7qoTHVSXKgYzw43c1B8nx3-zR5SGfz--nkepZWlPKQZoQXCwCmGGNclCKHHBPCgedlQVVecq4100SwUpSQFWPKCyZA6EhghJZAB8l579u59mMVY8m3mNvGkzITGR_nYsxFZOU9q3Kt9w607JxplNtIguW2D_nbh9z2IXd9RN1VrzNWt65Rn62rFzKoTd06Hb9fGS_p_xbf25qUYw</recordid><startdate>20240102</startdate><enddate>20240102</enddate><creator>Lo, Jamie Siu Kam</creator><creator>Tavitiyaman, Pimtong</creator><creator>Tsang, Lancy Wing Sze</creator><general>Routledge</general><general>Taylor & Francis Ltd</general><scope>AAYXX</scope><scope>CITATION</scope><orcidid>https://orcid.org/0000-0002-3475-6856</orcidid><orcidid>https://orcid.org/0000-0003-0935-481X</orcidid><orcidid>https://orcid.org/0000-0002-1051-7711</orcidid></search><sort><creationdate>20240102</creationdate><title>Millennials' perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic</title><author>Lo, Jamie Siu Kam ; Tavitiyaman, Pimtong ; Tsang, Lancy Wing Sze</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c338t-2186dee7a77789b95e50118e85b63a5b88ff7f197b9be26438679e9fe85713be3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2024</creationdate><topic>behavioral intention</topic><topic>COVID-19</topic><topic>Customer satisfaction</topic><topic>Health risk assessment</topic><topic>Health risks</topic><topic>Hygiene</topic><topic>Millennials</topic><topic>Pandemics</topic><topic>perceived health risk</topic><topic>Restaurants</topic><topic>Safety and hygiene prevention measures</topic><topic>stimulus-organism-response (S-O-R)</topic><topic>刺激-机制-反应</topic><topic>千禧一代</topic><topic>安全和卫生措施</topic><topic>感知健康风险</topic><topic>行为意向</topic><topic>顾客满意度</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Lo, Jamie Siu Kam</creatorcontrib><creatorcontrib>Tavitiyaman, Pimtong</creatorcontrib><creatorcontrib>Tsang, Lancy Wing Sze</creatorcontrib><collection>CrossRef</collection><jtitle>Journal of China tourism research</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Lo, Jamie Siu Kam</au><au>Tavitiyaman, Pimtong</au><au>Tsang, Lancy Wing Sze</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Millennials' perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic</atitle><jtitle>Journal of China tourism research</jtitle><date>2024-01-02</date><risdate>2024</risdate><volume>20</volume><issue>1</issue><spage>115</spage><epage>143</epage><pages>115-143</pages><issn>1938-8160</issn><eissn>1938-8179</eissn><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. 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subjects | behavioral intention COVID-19 Customer satisfaction Health risk assessment Health risks Hygiene Millennials Pandemics perceived health risk Restaurants Safety and hygiene prevention measures stimulus-organism-response (S-O-R) 刺激-机制-反应 千禧一代 安全和卫生措施 感知健康风险 行为意向 顾客满意度 |
title | Millennials' perception of safety and hygiene measures, perceived health risk, satisfaction and behavioural intention at upscale restaurants amid COVID-19 pandemic |
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