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Drawing on the mSERVQUAL model and spillover theory, this study aims to examine the mechanism through which food-ordering mobile app service quality influences users’ mobile app satisfaction, food satisfaction and repurchase intentions.

Online surveys were completed by 1,000 customers who used a food-ordering mobile app to order fast food on the day they completed the online survey. Structural equation modelling was then used to examine the proposed mechanism.

Results showed that the effects of food-ordering mobile app service quality on customer satisfaction (i.e. mobile app satisfaction and food satisfaction) and repurchase intention varied widely across service quality dimensions. Mobile app service quality had significant spillover effects on food satisfaction and repurchase intention.

Online food-delivery platforms should find the results insightful to better design their food-ordering mobile app. The findings can also assist restaurateurs and mobile payment companies with supporting the whole online food delivery process.

Rather than examining online food delivery service quality based on the service delivery process in the during-consumption stage or the service outcomes in the post-consumption stage, this study focused on the service quality in the pre-consumption stage to highlight the important role of online food delivery mobile apps. From a longitudinal perspective, this study drew on the associate network theory to explain the spillover effect of mobile app satisfaction in the pre-consumption stage on food satisfaction in the during-consumption stage and repurchase intention in the post-consumption stage.

The aim of this article is to review the literature on fertility tourism in terms of social policy implications. There has been a global growth in interest in fertility tourism, especially amongst these in developed countries travelling to developing countries for fertility needs. Due to women's increased involvement in the workforce and changing societal norms, the age at which females start having children has risen resulting in a need for many to seek fertility help. These developments have led to a growth in fertility tourism and related services.

The authors undertake a systematic literature review on fertility tourism to identify cognate research themes that relate to social policies such as assisted reproduction facilities, medical tourism and changing societal attitudes.

The findings of the study have important implications for social policy particularly regarding the tourism and health industry, practitioners and policymakers. This involves focussing on new geographic regions that are underrepresented in current research but have a high interest in fertility tourism. Currently much of the research is centred around western contexts but as evident in our review newly emerging markets in countries that have high infertility rates requires further attention. In addition, the authors provide directions for future research avenues that focus on how to evaluate changing social policies with regards to reproductive choices.

Whilst there has been much discussion in the media about fertility tourism there is limited knowledge about social policies related to human reproductive systems, so this article is amongst the first to discuss societal implications.

The purpose of this study is to explore consumer anticipation processes that occur after commitment to a purchase has been made, but before consumption occurs. The authors add to the knowledge and theory building about anticipation that occurs in this liminal phase by investigating the cognitive, emotional and behavioural processes that interact to influence post-consumption evaluations.

An abductive research approach used a phase-based research design using semi-structured interviews. The authors identify interactions between cognitive, emotional and behavioural processes that occur during anticipation and associate these with post-consumption outcomes.

Anticipation of a consumption experience, enacted through thoughts, emotions and actions, and undertaken with peers, is an experience per se, independent from and interdependent with the substantive experience, and contributes to performance of the substantive experience. The authors propose a framework in which anticipation – as a performative phenomenon – influences the overall evaluations of the substantive consumption experience in contexts of delayed consumption. The theoretical grounding of performativity makes a useful contribution through its linkage of thought processes to outcomes. The authors further locate their findings within the literature on attribution theory. By engaging in anticipation, informants perceived the locus of causality to be internal, and expressed pride in having anticipated if the subsequent experience was successful. By anticipating, informants perceived an ability to exert control over future events and felt ashamed of not having adequately anticipated if an experience was subsequently unsuccessful.

The theoretical grounding of performativity makes a useful contribution through its linkage of thought processes to outcomes. The authors further locate their findings within the literature on attribution theory. By engaging in anticipation, informants perceived the locus of causality to be internal and expressed pride in having anticipated if the subsequent experience was successful. By anticipating, informants perceived an ability to exert control over future events and felt ashamed of not having adequately anticipated if an experience was subsequently unsuccessful.

The authors discuss the trade-off service providers face between encouraging anticipation, which raises expectations that might not be met, and facilitating anticipatory preparations, which may reduce the risk of service failure.

The authors provide a new lens by conceptualising anticipation as a performative process and identifying mechanisms by which anticipation is embedded in total consumption experience. This study has important generalisable implications for contexts where mechanisms of performative anticipation may be a means for ameliorating uncertainty about future consumption experiences.

This study aims to assess green food packages’ role in sustaining a restaurant’s curbside pickup service on three stages of consumer experiences: choosing a restaurant, evaluating their experiences of a recent purchase and weighing their post-consumption behavioral intentions after the recent purchase.

The service encounters framework and relevant literature guided the development of the questionnaire. A Qualtrics panel data of 314 valid questionnaires were collected and analyzed with choice experience, ordinary least squares regression and PROCESS modeling.

First, word-of-mouth (WOM) and function encounters significantly influence consumers’ first-time curbside pickup purchasing decisions. Then, service results encounter (besides distributor encounter) most significantly affects consumers’ overall curbside pickup experience. Finally, green food packages increase consumers’ shares of future purchases through their positive WOM intentions and extra efforts of revisiting the restaurant. Consumers’ perceived importance of green restaurant practices strengthens green food packages’ positive impact on extra efforts.

This study provides operational and marketing insights for restaurants to use food packages and sustain their curbside pickup service.

Besides assessing consumers’ evaluations and behavioral intentions for an off-premises restaurant service expected to stay beyond the pandemic, this research uniquely focuses on green food packages, a sustainability issue lacking research attention. The findings add new empirical insights to studies about sustainability and restaurant/food–retail operations.

The paper aims to explore and examine the factors that influence the post-consumption behavioral intentions of education consumers with the help of online reviews from a Massive Open Online Course (MOOC) platform in the knowledge payment context.

The paper adopted a novel mixed-method approach based on natural language processing (NLP) techniques. Variables were identified using topic modeling drawing upon 14,585 online reviews from a global commercial MOOC platform (Udemy.com). The relationships among identified factors, such as perceived quality dimensions, consumption emotions, and intention to recommend, were then tested from a cognition-affect-behavior (CAB) perspective using partial least squares structural equation modeling (PLS-SEM).

Results indicate that course content quality, instructor quality, and platform quality are strong predictors of consumers' emotions and intention to recommend. Interestingly, course content quality displays a positive effect on invoking negative emotions in the MOOC context. Additionally, positive emotions mediate the relationships between three perceived qualities and the intention to recommend.

Limited research has been conducted regarding MOOC consumers' post-consumption intentions in the knowledge payment context. Findings of this study address the limited literature on MOOC qualities and consumer post-consumption behaviors, which contribute to a comprehensive understanding of MOOC learners' experiences at a meso-level for future paid-MOOC creators.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-09-2021-0482/

In the light of the UN’s Sustainable Development Goals, it is imperative for firms to adopt green practices. Green marketing is currently attracting the attention of people all over the world due to the growing awareness of the link between environmental catastrophes and unsustainable human activities. However, some aspects of green marketing, including green product experience, trust, satisfaction and loyalty, remain underexplored. This study aims to assess how green product experience and trust in green labelling influence perceived value, satisfaction and loyalty towards green products.

Partial least squares-structural equation modelling was used to analyse data collected from a survey of 578 consumers in Ghana.

The results indicate that consumers’ green product experience influences their green product satisfaction, perceived value and loyalty; and that consumers’ trust in green labelling influenced their green product satisfaction and perceived value.

This study contributes to the literature by providing useful insights into green product experience, trust in green labelling, green satisfaction and loyalty. The findings can assist brand and marketing managers in devising communication strategies that will generate the most beneficial perceived values of green products among targeted customers.

The study is among a few to examine the influence of green product experience and trust on perceived value, satisfaction and loyalty towards green products, particularly in the context of a developing economy.

Food is a key element in tourism experiences. This study aims to investigate the interplay of sensory and non-sensory factors in food tourism experiences and models their influence on satisfaction and behavioural intentions.

The study focuses on the culinary experiences of 304 tourists dining at ethnic restaurants and uses causal relationship discovery modelling to analyse data.

Sensory factors are important in tourists’ culinary experiences with cleanliness, noise levels and room temperature at the top of the causal chain. Results also indicate the interplay between sensory and non-sensory factors to explain overall satisfaction, intention to return and intention to say positive things.

Using embodied cognition theory, the study offers novel insights into the role of senses in food tourism experiences at rural destinations.

美食是乡村旅游的主要吸引物之一。本研究的目的是调查游客在用餐体验中感官和非感官因素的相互作用, 以及这些因素如何影响游客的满意度和行为意愿。

本研究使用因果关系建模的方法来分析 304 名在某地方特色餐厅用餐的游客的问卷数据。

结果显示, 对于游客的用餐体验而言, 感官和非感官因素具备同等的重要性。此外, 结果发现, 游客感知到的噪音水平、适宜的室内温度及清洁度在与其他因素的相互作用中非常重要, 并能激发游客的满意度和重游意愿。

基于认知理论, 本研究为更好地理解感官因素和非感观因素在乡村旅游情境下的游客用餐体验中的作用提供了新的知识。

La comida es un elemento clave en las experiencias turísticas. Este estudio investiga la interacción de factores sensoriales y no sensoriales en las experiencias de turismo gastronómico y modela su influencia en la satisfacción y las intenciones de comportamiento.

El estudio se centra en las experiencias culinarias de 304 turistas que cenan en restaurantes étnicos y utiliza modelos de descubrimiento de relaciones causales para analizar los datos.

Los factores sensoriales son importantes en las experiencias culinarias de los turistas con la limpieza, los niveles de ruido y la temperatura ambiente en la parte superior de la cadena causal. Los resultados también indican la interacción entre factores sensoriales y no sensoriales para explicar la satisfacción general, la intención de regresar y la intención de decir cosas positivas.

Utilizando la teoría de la cognición incorporada, el estudio ofrece nuevos conocimientos sobre el papel de los sentidos en las experiencias de turismo gastronómico en destinos rurales.

The paper aims to empirically test a framework to predict the desire and intention to engage with an elective health-care procedure and implement a methodology to test the anticipated positive and negative emotions in hedonic adaptation to an elective procedure.

Two studies in USA and Australia (N = 1,200) confirmed the psychometric properties of the key constructs under the chemical peel condition. Two further studies in the USA and Australia (N = 1,100) explored the research question and hypotheses in the adapted model of goal-directed behaviour under the Botox condition. A survey was self-administered to online panels who had previously engaged in such elective procedures.

The findings highlighted the pragmatic implications for communication and activation strategies to safeguard consumer interests and retain their loyalty.

From the authors’ best understanding, neither a methodology nor a theoretical framework exists to explore hedonic adaptation to recurring engagement with elective health care. A methodology and theoretical framework will highlight the mood states and factors that predict desire and intention to engage. This can advance the research on hedonic adaptation and decision-making and offer pragmatic suggestions for communication and activation strategies to safeguard consumer interests and retain their loyalty.

The purpose of this paper is to expand and analyze deeply customer emotions, concretize the levels of positive or negative emotions with the aim of using machine learning methods, and build a model to identify customer emotions.

The study proposed a customer emotion detection model and data mining method based on the collected dataset, including 80,593 online reviews on agoda.com and booking.com from 2009 to 2022.

By discerning specific emotions expressed in customers' comments, emotion detection, which refers to the process of identifying users' emotional states, assumes a crucial role in evaluating the brand value of a product. The research capitalizes on the vast and diverse data sources available on hotel booking websites, which, despite their richness, remain largely unexplored and unanalyzed. The outcomes of the model, pertaining to the detection and classification of customer emotions based on ratings and reviews into four distinct emotional states, offer a means to address the challenge of determining customer satisfaction regarding their actual service experiences. These findings hold substantial value for businesses operating in this domain, as the findings facilitate the evaluation and formulation of improvement strategies within their business models. The experimental study reveals that the proposed model attains an exact match ratio, precision, and recall rates of up to 81%, 90% and 90%, respectively.

The study has yet to mine real-time data. Prediction results may be influenced because the amount of data collected from the web is insufficient and preprocessing is not completely suppressed. Furthermore, the model in the study was not tested using all algorithms and multi-label classifiers. Future research should build databases to mine data in real-time and collect more data and enhance the current model.

The study's results suggest that the emotion detection models can be applied to the real world to quickly analyze customer feedback. The proposed models enable the identification of customers' emotions, the discovery of customer demand, the enhancement of service, and the general customer experience. The established models can be used by many service sectors to learn more about customer satisfaction with the offered goods and services from customer reviews.

The research paper helps businesses in the hospitality area analyze customer emotions in each specific aspect to ensure customer satisfaction. In addition, managers can come up with appropriate strategies to bring better products and services to society and people. Subsequently, fostering the growth of the hotel tourism sector within the nation, thereby facilitating sustainable economic development on a national scale.

This study developed a customer emotions detection model for detecting and classifying customer ratings and reviews as 4 specific emotions: happy, angry, depressed and hopeful based on online booking hotel websites agoda.com and booking.com that contains 80,593 reviews in Vietnamese. The research results help businesses check and evaluate the quality of their services, thereby offering appropriate improvement strategies to increase customers' satisfaction and demand more effectively.

Under the pressure of dynamic business environments, firms in the banking and finance industry are gradually embracing Fintech, such as robo-advisors, as part of their digital transformation process. While robo-advisory services are expected to witness lucrative growth, challenges persist in the current landscape where most consumers are unready to adopt and even resist the new service. The study aims to investigate resistance to robo-advisors through the privacy and justice perspective. The human-like attributes are modeled as the antecedents to perceived justice, followed by the subsequent outcomes of privacy concerns, perceived intrusiveness and resistance.

An online survey was conducted to gather consumer responses about their perceptions of robo-advisors. Two hundred valid questionnaires were collected and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).

The results revealed that (1) perceived anthropomorphism and perceived autonomy are the positive determinants of perceived justice, (2) perceived justice negatively impacts privacy concerns and perceived intrusiveness and (3) privacy concerns and perceived intrusiveness positively influence resistance to robo-advisors.

The present study contributes to robo-advisory service research by applying a privacy and justice perspective to explain consumer resistance to robo-advisors, thereby complementing past studies that focused on the technology acceptance paradigm. The study also offers practical implications for mitigating resistance to robo-advisors.