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The purpose of this study is to examine the role of consumption emotion in the digital food-ordering experience by comparing the performances of the three digital ordering methods in an experimental design.

A research model was developed based on the Feelings-as-Information (FaI) theory and the expectancy-disconfirmation theory. A 3 × 2 between-subjects lab experiment was conducted to compare the three digital ordering methods (online, mobile or chatbot) in two different types of restaurants (quick-service or full-service).

The results indicate that the chatbot ordering method evoked more negative emotions and less positive emotions than the other two methods. The online ordering method worked the best for quick-service restaurants, whereas the mobile ordering method was most suitable for full-service restaurants. Both positive and negative emotions (comfort and annoyance) significantly mediated the relationships between the ordering method and internal responses (satisfaction and behavioral intention). Only one negative emotion (anger) significantly mediated the relationship between the ordering method and order amount.

This is the first study that attempts to explore and compare consumers’ emotional responses resulting from restaurant digital ordering experiences in the context of the three food-ordering methods. The use of the FaI theory strengthens the theoretical foundation of research on emotion in the hospitality field. This study also pioneers the application of chatbot technology in the restaurant industry.

本论文旨在研究消费情感在线上点菜体验中的作用, 采用实验设计中的三种线上点菜方式。

本论文基于情绪即信息（Fal理论）和期望-不一致理论创建了研究模型。实验设计为3×2被试间设计来比较三种线上点菜方式（在线、手机、或聊天机器人）在两种不同餐厅类型（快餐vs全服务餐厅）

研究结果表明, 聊天机器人点菜方式相比较其他两种方式, 将带来更多负面情绪和较少的正面情绪。在线点菜方式最适用于快餐类型的饭店, 手机点菜方式最适合全服务餐厅。正面和负面情绪（舒服和烦恼）都对点菜方式和情绪反应（满意度和行为意图）之间的关系起到中介作用。只有一种负面情绪（愤怒）对在线方式和点菜量之间存在显著的中介作用。

本论文是首篇探索和对比消费者面对三种点菜方式, 在餐厅线上点菜体验的情绪反应。本论文使用Fal理论巩固了酒店管理领域中情感研究的理论深度。本论文还探索了饭店中对聊天机器人应用的科研。

As services are inherently inseparable from service providers, linguistic effects are likely to occur during service encounters between service marketers and consumers. However, this study’s current understanding is still limited regarding how or why a language shapes consumers’ perceptions of service quality. To fill this gap, this paper aims to provide foundational evidence by examining how linguistic fluency affects consumers’ perceptions of service quality.

This paper presents two multimethod studies. Study 1 compared online review ratings from 61,194 consumers living in native and nonnative English-speaking countries. Study 2 further clarified the mediating role of negative emotions between linguistic disfluency and perceptions of service quality by analyzing questionnaires from 399 nonnative English speakers.

The results of the two multimethod studies show that linguistic processing can misrepresent the true quality of services due to linguistic disfluency by nonnative English speakers. This paper’s findings integrate the literature on linguistic fluency, emotional psychology and service marketing to yield insights that might be challenging to gain by relying on only one of those disciplines independently.

To the best of the authors’ knowledge, this paper provides the first empirical evidence on systematic differences between native and nonnative English speakers’ decision-making styles related to their perceptions of quality. Also, methodologically, this study provides corroborating empirical evidence from two multimethod studies. Moreover, this paper expands our current knowledge through an integrated examination of relevant literature in the fields of linguistic fluency, emotional psychology and service marketing to provide more comprehensive insights.

This paper aims to highlight the importance of interdisciplinary services marketing research and identify basic prerequisites for inter-disciplinary work in the field of services marketing, and to offer directions to services marketing scholars regarding future interdisciplinary research work.

Building on the available literature, the authors argue for the importance of interdisciplinary research in services marketing. The authors also develop a framework featuring “the key challenges impeding interdisciplinarity”, which need to be addressed to shift the services marketing field towards more sensible interdisciplinarity. Further, based on literature synthesis from different disciplines, they provide a framework with “four future research avenues for interdisciplinary research in services marketing”.

The authors identify five challenges that can likely impede services marketing research from progressing into true interdisciplinary work: limited cross-pollination, limited paradoxical thinking, limited conceptual development, limited cross-disciplinary collaboration and “inside–out” focus. The authors also propose four future research avenues to drive interdisciplinary research in the services marketing field: integration of services marketing and information management; linguistic perspectives in services marketing research; the interface between services marketing and medicine; and consumer personality and values in services marketing.

The authors propose two novel frameworks. The first concerns the key challenges of interdisciplinarity in services marketing research and the second provides avenues to drive future interdisciplinary services marketing research.