Word-of-mouth intent in the restaurant industry of Mexico, a structural equation modeling approach mediated by customer satisfaction.

• Reich López, Christian ^[1] ; Terán Cázares, María Mayela ^[1]
  1. [1] Universidad Autónoma de Nuevo León

     Universidad Autónoma de Nuevo León

     México

     
• Localización: Innovaciones de Negocios, ISSN 2007-1191, Vol. 19, Núm. 37, 2022 (Ejemplar dedicado a: Enero-Junio 2022), págs. 89-106
• Idioma: español
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• Resumen

  • This research aims to analyze the variables that are related to word-of-mouth intention in a context of full-service restaurants, considering as a mediating variable customer’s satisfaction. Partial least squares- structural equation modeling was the chosen approach to test hypotheses. Regarding results, customer’s satisfaction indeed mediates the direct effects of the variables related to word-of-mouth intention thus, these variables impact both customer satisfaction and word-of-mouth intention, the aim of this research was Monterrey’s metropolitan area.