Browsing by Author "Oliveira, Alessandro Silva de"
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- Cognitive, affective and behavioural repercussions of perceived quality in tourism vocational education: insights from self-determination theoryPublication . Silva, Rejane Santana da; Souki, Gustavo; Oliveira, Alessandro Silva de; Vieira, Luís Sérgio; Dionísio Serra, Manuel AntónioPurpose This study aimed to investigate the influence of the perceived quality by students regarding their experiences in vocational schools in tourism, hospitality and food service on cognitive and affective responses (satisfaction, self-efficacy expectations and self-regulation strategies of motivation for learning - SRSML) and commitment (behavioural response). Design/methodology/approach A cross-sectional survey was conducted with 454 students from twelve Turismo de Portugal IP-affiliated schools. The theoretical framework was rooted in Self-Determination Theory (SDT) and PLS-SEM, using ADANCO 2.3 software to test the proposed model. Findings Perceived quality by students concerning their school experiences are socio-contextual factors that directly influence their satisfaction and self-efficacy expectations (cognitive and affective responses). Satisfaction and self-efficacy expectations positively affected SRSML. Finally, satisfaction and the SRSML positively impacted the students` commitment to schools (behavioural response). Originality/value This study contributes to academia by comprehensively addressing 16 perceived quality dimensions within vocational education. It aligns with SDT, revealing that socio-contextual factors affect students’ cognitive, affective, and behavioural responses. Additionally, it demonstrates positive relationships between student satisfaction, self-efficacy expectations, SRSML, and students’ commitment to vocational education institutions. This study emphasises the multidimensional nature of perceived quality, urging educational institutions to address tangible and intangible dimensions to develop strategies to provide high-quality experiences, increasing students` satisfaction, self-efficacy expectations, motivation, and commitment.
- Do memorable restaurant experiences affect eWOM? The moderating effect of consumers' behavioural engagement on social networking sitesPublication . Souki, Gustavo; Oliveira, Alessandro Silva de; Manuela Guerreiro, Maria; Mendes, Júlio da Costa; Moura, Luiz Rodrigo CunhaMany restaurants offer high-quality service to their customers, hoping to provide memorable experiences that influence their loyalty and electronic word of mouth (eWOM). However, consumers' memorable experiences do not always imply positive eWOM. This study aims to (1) verify the direct impacts of the perceived quality by consumers of casual dining restaurants on positive emotions, negative emotions and memorable experiences; (2) investigate the impacts of memorable experiences on the propensity to loyalty and eWOM; (3) test the moderating effect of consumer behavioural engagement on social networking sites (CBE-SNS) on the relationship between memorable experiences and eWOM.Design/methodology/approachThis survey included 475 university students in Brazil. Participants answered an electronic form about their experiences in casual dining restaurants. Structural equation modelling tested the hypothetical model based on the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974).FindingsThe quality perceived by restaurant consumers (stimulus) positively impacts their memorable experiences and positive emotions and negatively affects their negative emotions (organism). Memorable experiences positively impact the propensity to loyalty (response). The CBE-SNS moderates the intensity of the relationship between memorable experiences (organism) and eWOM (response).Originality/valueThis study is the first that demonstrates the relationships between perceived quality, positive and negative emotions, memorable experiences, the propensity to loyalty and CBE-SNS and e-WOM in restaurants. Casual dining restaurants must offer their customers services with high perceived quality, positively impacting their emotions and their memorable experiences. Finally, restaurants must create strategies and actions to increase the CBE-SNS to encourage them to share their memorable experiences through eWOM.
- Do satisfied customers recommend restaurants? the moderating effect of engagement on social networks on the relationship between satisfaction and eWOMPublication . Chinelato, Flavia Braga; Oliveira, Alessandro Silva de; Souki, GustavoPurposeAcademics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers' behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM.Design/methodology/approachThis survey included 416 university students in Peru who completed an electronic form about their experiences at a la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974).FindingsThe perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM.Originality/valueThis study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS.
- Emotional, cognitive and behavioural repercussions of hotel guests' experiencesPublication . Souki, Gustavo; Oliveira, Alessandro Silva de; Barcelos, Marco Túlio Correa; Martins Guerreiro, Maria Manuela; da Costa Mendes, Júlio; Moura, Luiz Rodrigo CunhaPurpose - Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth (WOM) and electronic word-of-mouth (eWOM). This study aims to investigate the impacts of the quality perceived by hotel guests on their positive emotions, negative emotions, perceived value and satisfaction; verify the impacts of the price on perceived value and satisfaction; examine the impacts of satisfaction on WOM and eWOM; and test the moderating effect of hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on the relationship between satisfaction and eWOM. Design/methodology/approach - This survey included 371 guests who assessed their experiences at three Brazilian hotels. Structural equation modelling tested the hypothetical model supported by the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974). Findings - The quality perceived by hotel guests (stimulus) positively impacts perceived value, positive emotions and satisfaction and negatively affects negative emotions (organism). Price (stimulus) negatively impacts perceived value but does not affect satisfaction. Perceived value positively impacts satisfaction. Satisfaction positively impacts WOM and eWOM (responses). The HGBE-SNS moderates the relationship between satisfaction and eWOM. Originality/value - To the best of the authors' knowledge, this study is the first that simultaneously demonstrates the relationships between perceived quality, price, perceived value, positive and negative emotions, satisfaction, WOM, eWOM and HGBE-SNS. Hotels must offer their guests high-quality services to positively impact' perceived value, positive emotions, satisfaction and WOM. Low prices boost the perceived value but do not directly increase guest satisfaction. Satisfied hotel guests share their experiences via WOM, but high HGBE-SNS is crucial to boost eWOM.
- Emotional, cognitive and behavioural repercussions of hotel guests' experiencesPublication . Souki, Gustavo; Oliveira, Alessandro Silva de; Barcelos, Marco Túlio Correa; da Costa Mendes, Júlio; Martins Guerreiro, Maria Manuela; Moura, Luiz Rodrigo CunhaPurpose - Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth (WOM) and electronic word-of-mouth (eWOM). This study aims to investigate the impacts of the quality perceived by hotel guests on their positive emotions, negative emotions, perceived value and satisfaction; verify the impacts of the price on perceived value and satisfaction; examine the impacts of satisfaction on WOM and eWOM; and test the moderating effect of hotel guests' behavioural engagement on social networking sites (HGBE-SNS) on the relationship between satisfaction and eWOM. Design/methodology/approach - This survey included 371 guests who assessed their experiences at three Brazilian hotels. Structural equation modelling tested the hypothetical model supported by the stimulus-organism-response (S-O-R) theory (Mehrabian and Russell, 1974). Findings - The quality perceived by hotel guests (stimulus) positively impacts perceived value, positive emotions and satisfaction and negatively affects negative emotions (organism). Price (stimulus) negatively impacts perceived value but does not affect satisfaction. Perceived value positively impacts satisfaction. Satisfaction positively impacts WOM and eWOM (responses). The HGBE-SNS moderates the relationship between satisfaction and eWOM. Originality/value - To the best of the authors' knowledge, this study is the first that simultaneously demonstrates the relationships between perceived quality, price, perceived value, positive and negative emotions, satisfaction, WOM, eWOM and HGBE-SNS. Hotels must offer their guests high-quality services to positively impact' perceived value, positive emotions, satisfaction and WOM. Low prices boost the perceived value but do not directly increase guest satisfaction. Satisfied hotel guests share their experiences via WOM, but high HGBE-SNS is crucial to boost eWOM.
- The moderating effect of health orientation and subjective norms on the relationship between personal values and organic food purchase intentionPublication . Oliveira, Alessandro Silva de; Campos, Rita de Cássia Leal; Quiroga Souki, Gustavo; Boas, Luiz Henrique de Barros VilasUnderstanding how organic food consumers' (OFCs) values influence their organic food purchase intention (OFPI) is paramount. This study examines the impact of OFCs ' values on OFPI and the moderating role of health orientation and subjective norms in this relationship. This study involved 307 OFCs who filled out an online form regarding attributes, consequences, and values (A-C-V), OFPI, health orientation, and subjective norms related to organic food consumption. Using PLS-SEM and the Means-End Chain Theory, results indicate that OFCs' values positively influence OFPI. Health orientation positively moderates the relationship between values and OFPI, while subjective norms negatively moderate it.
- Repercussions of restaurant corporate social responsibility on positive emotions, memorable experiences and eWOMPublication . Souki, Gustavo; Oliveira, Alessandro Silva de; Matos, Celso Augusto deThis study endeavours to (1) evaluate the impacts of consumers’ perceptions regarding the corporate social responsibility (CSR) practices of casual dining restaurants on their memorable experiences (ME); (2) assess the impacts of consumers’ perceptions regarding the CSR practices of casual dining restaurants on their positive emotions; (3) explore the mediating effect of consumers’ positive emotions in the relationship between CSR and ME; (4) examine the impacts of ME on electronic word-of-mouth (eWOM) and (5) investigate whether consumer behavioural engagement on social networking sites (CBE-SNS) moderates the relationship between ME and eWOM. Design/methodology/approach This survey included 394 casual dining restaurant consumers in Portugal. The hypothetical model, grounded in the stimulus-organism-response theory (S-O-R) proposed by Mehrabian and Russell (1974), was evaluated employing partial least squares structural equation modelling (PLS-SEM). Findings The results demonstrated that restaurants’ CSR (stimulus) directly and positively impacts consumers’ ME and positive emotions (organism). Positive emotions mediate the relationship between restaurants’ CSR and consumers’ ME. Memorable consumer experiences directly and positively impact eWOM (response). Finally, CBE-SNS moderates the relationship between ME and eWOM. Originality/value This study uniquely elucidates the relationships among CSR, positive emotions, ME, CBE-SNS and eWOM within casual dining restaurants. Restaurants can use CSR as a stimulus to affect consumers’ positive emotions and ME (organism), generating repercussions on eWOM. Moreover, ME positively influences eWOM. However, CBE-SNS is crucial to establish strategies for distinct consumer profiles, which would increase the impact on eWOM. This study contributes to the S-O-R and provides practical implications for restaurant owners, managers, marketing professionals and policymakers in the food service sector.
- Service guarantees in an e-commerce platform: proposition of a framework based on customers' expectations, negative experiences and behavioural responsesPublication . Oliveira, Alessandro Silva de; Souki, Gustavo; Silva, Dirceu da; Rezende, Daniel Carvalho de; Batinga, Georgiana LunaPurpose Companies' relationship with their customers through e-commerce platforms has increased considerably in the past few years, bringing new challenges concerning service guarantees (SG). This study aims to propose a framework of the relations between customers' expectations on SG, their negative experiences and their attitudes and behavioural intentions towards an e-commerce platform. Design/methodology/approach The research had a qualitative and descriptive approach. Testimonials from clients of an online e-commerce platform were obtained through interviews via videoconference and non-participant observation on a complaints website in Brazil. The testimonies were analysed through content analysis. Findings The customer expectations regarding the SG offered by the e-commerce platform are congruent with the five categories of the theory that support this research. Customer testimonials on the complaints site show that their negative experiences with the e-commerce platform generated negative emotional, cognitive and behavioural responses towards the company. A framework was proposed, including customers' expectations regarding SG, their negative experiences and their repercussions on clients' attitudes and behavioural intentions. Originality/value This article is the only that contemplates customers' expectations about SG in an e-commerce platform, relating them to attitudes and behavioural intentions. Thus, its framework demonstrates the relationships between customer expectations about SGs, their negative experiences and attitudinal and behavioural repercussions. This article brings academic and managerial contributions for companies and managers of e-commerce platforms. It contributes to clients and consumer protection associations by revealing problems they face with SG on e-commerce platforms. This research can be used by those responsible for elaborating laws and public policies to regulate and inspect the relationships between e-commerce platforms and their customers.