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Repercussions of restaurant corporate social responsibility on positive emotions, memorable experiences and eWOM

2025-01-20Journal article Restricted access
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dc.contributor.authorSouki, Gustavo
dc.contributor.authorOliveira, Alessandro Silva de
dc.contributor.authorMatos, Celso Augusto de
dc.date.accessioned2025-02-06T09:59:04Z
dc.date.available2025-02-06T09:59:04Z
dc.date.issued2025-01-20
dc.description.abstractThis 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.eng
dc.description.sponsorshipUIDB/04011/2020
dc.identifier.doi10.1108/apjml-06-2024-0849
dc.identifier.eissn1758-4248
dc.identifier.issn1355-5855
dc.identifier.urihttp://hdl.handle.net/10400.1/26743
dc.language.isoeng
dc.peerreviewedyes
dc.publisherEmerald
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.relationCentre for Management Studies of Instituto Superior Técnico
dc.relation.ispartofAsia Pacific Journal of Marketing and Logistics
dc.rights.uriN/A
dc.subjectConsumer emotions
dc.subjectFoodservice
dc.subjectSocial networking sites
dc.subjectCSR
dc.subjectS-O-R theory
dc.subjectPLS-SEM
dc.titleRepercussions of restaurant corporate social responsibility on positive emotions, memorable experiences and eWOMeng
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardTitleCentre for Management Studies of Instituto Superior Técnico
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F00097%2F2020/PT
oaire.citation.titleAsia Pacific Journal of Marketing and Logistics
oaire.fundingStream6817 - DCRRNI ID
oaire.fundingStream6817 - DCRRNI ID
oaire.versionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
person.familyNameSouki
person.givenNameGustavo
person.identifier.ciencia-idD71B-22F0-9C7A
person.identifier.orcid0000-0001-6561-9750
person.identifier.scopus-author-id55409323000
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
project.funder.nameFundação para a Ciência e a Tecnologia
relation.isAuthorOfPublication84f2b88c-0677-4ea8-9b40-9a9adde07af6
relation.isAuthorOfPublication.latestForDiscovery84f2b88c-0677-4ea8-9b40-9a9adde07af6
relation.isProjectOfPublicationfa579efb-63c0-486e-b05d-859542b73647
relation.isProjectOfPublication801326f1-ca4f-4156-8a37-1bb5df0e0da4
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