Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil

IF 3.4 Q2 MANAGEMENT

International Journal of Quality and Service Sciences Pub Date : 2022-05-04 DOI:10.1108/ijqss-04-2021-0056

Jorge Henrique O. Silva, C. Favoretto, Igor Roberto Amancio, G. Ganga, F. Lizarelli, G. H. Mendes

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引用次数: 2

Abstract

Purpose This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic. Design/methodology/approach A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers. Findings The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior. Originality/value This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.

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在2019冠状病毒病大流行期间和之后，消费者使用在线餐厅、音乐会和教育服务的行为意愿:来自巴西的证据

目的本研究旨在研究新冠肺炎大流行期间和之后消费者使用在线餐厅、音乐会和教育服务的行为意向的决定因素。设计/方法论/方法基于技术接受和使用统一理论（UTAUT）的概念模型通过结构方程建模，使用从420名巴西消费者样本中收集的数据进行了测试。调查结果显示，在疫情期间，绩效预期和社会影响是消费者使用在线服务行为意向的最关键决定因素。研究结果还提供了证据，表明疫情对未来消费者行为产生了重大影响。原创/价值本研究通过应用UTAUT理论并在新冠肺炎大流行期间和之后测试该模型，以多学科的方式为酒店、娱乐和教育服务文献做出贡献。此外，这项研究提供了来自巴西的经验证据，巴西是受新冠肺炎影响最严重的国家之一。

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来源期刊

International Journal of Quality and Service Sciences MANAGEMENT-

CiteScore

6.00

自引率

7.70%

发文量

期刊介绍： The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.