Resumen de Las medidas Covid-19 para la reapertura de restaurantes de servicio completo: el impacto en la intención de recomendación de boca en boca

Christian Reich López, María Mayela Terán Cázares, Jesús Fabián López Pérez

• español

  In late December 2019, authorities in China spotted a large number of pneumonia cases of unknown cause, linked to a seafood market in Wuhan, Hubei Province, China (Zhu et al., 2020). These cases were the consequence of a novel virus, later named Covid-19, which spread all around the world, and was finally declared as a pandemic by the World Health Organization onJanuary 30, 2020. This changed the way the world works in several industries, including hospitality.

• English

  One of the most affected industries due to COVID-19 has been full-service restaurants since several governments worldwide decided to close them temporarily as a measure to stop spreading the virus. As the re-opening happens, the priority on the factors for these restaurants’ customers to recommend others or Word-of-Mouth (WOM) seems to have changed, especially if analyzed according to demographics groups. This article shows empirical evidence of what factors in full-service restaurants influence a client’s word-of-mouth intentions before and during COVID-19, aiming the relevance of trust (TST) to be superior to other factors, such as the quality of the food (QF) itself.