{"id":"https://openalex.org/W4398178352","doi":"https://doi.org/10.1016/j.ijhm.2024.103774","title":"How service quality affects consumer revisit behavior in chain restaurants: Lessons from COVID-19","display_name":"How service quality affects consumer revisit behavior in chain restaurants: Lessons from COVID-19","publication_year":2024,"publication_date":"2024-05-21","ids":{"openalex":"https://openalex.org/W4398178352","doi":"https://doi.org/10.1016/j.ijhm.2024.103774"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijhm.2024.103774","doi":"https://doi.org/10.1016/j.ijhm.2024.103774","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2024.103774","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://hdl.handle.net/10072/431322","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086221576","display_name":"Chih-Hsing Sam Liu","orcid":"https://orcid.org/0000-0003-3225-864X","observed_orcids":["https://orcid.org/0000-0003-3225-864X"]},"institutions":[{"id":"https://openalex.org/I192703390","display_name":"Ming Chuan University","ror":"https://ror.org/02pgvzy25","country_code":"TW","type":"education","lineage":["https://openalex.org/I192703390"]},{"id":"https://openalex.org/I4387154394","display_name":"National Kaohsiung University of Science and Technology","ror":"https://ror.org/00hfj7g70","country_code":"TW","type":"education","lineage":["https://openalex.org/I4387154394"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chih-Hsing Liu","raw_affiliation_strings":["Department of Tourism Management, National Kaohsiung University of Science and Technology,\u00a0No. 415, Chien Kung Road,\u00a0Kaohsiung 807,\u00a0Taiwan","Leisure & Recreation Administration Department, Ming Chuan University,\u00a05 De Ming Rd., Gui Shan District,\u00a0Taoyuan County 333,\u00a0Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism Management, National Kaohsiung University of Science and Technology,\u00a0No. 415, Chien Kung Road,\u00a0Kaohsiung 807,\u00a0Taiwan","institution_ids":["https://openalex.org/I4387154394"]},{"raw_affiliation_string":"Leisure & Recreation Administration Department, Ming Chuan University,\u00a05 De Ming Rd., Gui Shan District,\u00a0Taoyuan County 333,\u00a0Taiwan","institution_ids":["https://openalex.org/I192703390"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077565262","display_name":"Maria Carmen B. Lapuz","orcid":"https://orcid.org/0000-0001-7984-0771","observed_orcids":["https://orcid.org/0000-0001-7984-0771"]},"institutions":[{"id":"https://openalex.org/I4210140868","display_name":"Far Eastern University","ror":"https://ror.org/045dhqd98","country_code":"PH","type":"education","lineage":["https://openalex.org/I4210140868"]},{"id":"https://openalex.org/I4387154394","display_name":"National Kaohsiung University of Science and Technology","ror":"https://ror.org/00hfj7g70","country_code":"TW","type":"education","lineage":["https://openalex.org/I4387154394"]}],"countries":["PH","TW"],"is_corresponding":true,"raw_author_name":"Maria Carmen B. Lapuz","raw_affiliation_strings":["Department of Business Administration, Institute of Accounts, Business and Finance, Far Eastern University,\u00a0Nicanor Reyes St., Sampaloc,\u00a0Manila 1008,\u00a0Philippines","Department of Tourism Management, National Kaohsiung University of Science and Technology,\u00a0No. 415, Chien Kung Road,\u00a0Kaohsiung 807,\u00a0Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Institute of Accounts, Business and Finance, Far Eastern University,\u00a0Nicanor Reyes St., Sampaloc,\u00a0Manila 1008,\u00a0Philippines","institution_ids":["https://openalex.org/I4210140868"]},{"raw_affiliation_string":"Department of Tourism Management, National Kaohsiung University of Science and Technology,\u00a0No. 415, Chien Kung Road,\u00a0Kaohsiung 807,\u00a0Taiwan","institution_ids":["https://openalex.org/I4387154394"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069176882","display_name":"Bernard KC Gan","orcid":"https://orcid.org/0000-0001-9938-4021","observed_orcids":["https://orcid.org/0000-0001-9938-4021"]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Bernard Gan","raw_affiliation_strings":["Department of Business Strategy and Innovation, Griffith Business School, Griffith University,\u00a0170, Kessels Road,\u00a0QLD 4111,\u00a0Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Strategy and Innovation, Griffith Business School, Griffith University,\u00a0170, Kessels Road,\u00a0QLD 4111,\u00a0Australia","institution_ids":["https://openalex.org/I11701301"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5077565262"],"corresponding_institution_ids":["https://openalex.org/I4210140868","https://openalex.org/I4387154394"],"apc_list":{"value":3980,"currency":"USD","value_usd":3980},"apc_paid":null,"fwci":4.3905,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.94261369,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"121","issue":null,"first_page":"103774","last_page":"103774"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11711","display_name":"COVID-19 Pandemic Impacts","score":0.0005000000237487257,"subfield":{"id":"https://openalex.org/subfields/2002","display_name":"Economics and Econometrics"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-revisit-intention","display_name":"customer revisit intention","score":0.8149999976158142},{"id":"https://openalex.org/keywords/restaurant-chains","display_name":"restaurant chains","score":0.9169999957084656},{"id":"https://openalex.org/keywords/covid-19","display_name":"COVID-19 pandemic","score":0.9919999837875366},{"id":"https://openalex.org/keywords/brand-equity","display_name":"brand equity","score":0.8740000128746033},{"id":"https://openalex.org/keywords/safety-management-systems","display_name":"safety management systems","score":0.9419999718666077},{"id":"https://openalex.org/keywords/gratification","display_name":"gratification","score":0.7699999809265137},{"id":"https://openalex.org/keywords/reputation","display_name":"reputation","score":0.8180000185966492},{"id":"https://openalex.org/keywords/perceived-safety","display_name":"perceived safety","score":0.8560000061988831},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9990000128746033},{"id":"https://openalex.org/keywords/post-pandemic-recovery","display_name":"post-pandemic recovery","score":0.828000009059906}],"concepts":[{"id":"https://openalex.org/C3008058167","wikidata":"https://www.wikidata.org/wiki/Q84263196","display_name":"Coronavirus disease 2019 (COVID-19)","level":4,"score":0.752825140953064},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6740094423294067},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6460230350494385},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.62480628490448},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.6037141680717468},{"id":"https://openalex.org/C3006700255","wikidata":"https://www.wikidata.org/wiki/Q81068910","display_name":"2019-20 coronavirus outbreak","level":3,"score":0.5225433707237244},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5184921026229858},{"id":"https://openalex.org/C3007834351","wikidata":"https://www.wikidata.org/wiki/Q82069695","display_name":"Severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2)","level":5,"score":0.5069084763526917},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.49106812477111816},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.490102618932724},{"id":"https://openalex.org/C199185054","wikidata":"https://www.wikidata.org/wiki/Q552299","display_name":"Chain (unit)","level":2,"score":0.4693528115749359},{"id":"https://openalex.org/C159047783","wikidata":"https://www.wikidata.org/wiki/Q7215","display_name":"Virology","level":1,"score":0.11643275618553162},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.09762528538703918},{"id":"https://openalex.org/C116675565","wikidata":"https://www.wikidata.org/wiki/Q3241045","display_name":"Outbreak","level":2,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C2779134260","wikidata":"https://www.wikidata.org/wiki/Q12136","display_name":"Disease","level":2,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C1276947","wikidata":"https://www.wikidata.org/wiki/Q333","display_name":"Astronomy","level":1,"score":0.0},{"id":"https://openalex.org/C524204448","wikidata":"https://www.wikidata.org/wiki/Q788926","display_name":"Infectious disease (medical specialty)","level":3,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.ijhm.2024.103774","doi":"https://doi.org/10.1016/j.ijhm.2024.103774","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2024.103774","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/431322","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10072/431322","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal article"}],"best_oa_location":{"id":"pmh:oai:research-repository.griffith.edu.au:10072/431322","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10072/431322","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal article"},"sustainable_development_goals":[{"score":0.4043000042438507,"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":47,"referenced_works":["https://openalex.org/W207293705","https://openalex.org/W957206343","https://openalex.org/W1689771227","https://openalex.org/W1970143245","https://openalex.org/W1971440513","https://openalex.org/W1979032294","https://openalex.org/W2022642154","https://openalex.org/W2049922571","https://openalex.org/W2052307074","https://openalex.org/W2064900442","https://openalex.org/W2071918062","https://openalex.org/W2085843456","https://openalex.org/W2089909098","https://openalex.org/W2106082968","https://openalex.org/W2117256932","https://openalex.org/W2117330166","https://openalex.org/W2122912498","https://openalex.org/W2266639535","https://openalex.org/W2272930571","https://openalex.org/W2575042726","https://openalex.org/W2604267705","https://openalex.org/W2777405028","https://openalex.org/W2810492999","https://openalex.org/W2888768868","https://openalex.org/W3022973156","https://openalex.org/W3035604015","https://openalex.org/W3080263397","https://openalex.org/W3082551361","https://openalex.org/W3087346252","https://openalex.org/W3099324786","https://openalex.org/W3123344680","https://openalex.org/W3124491734","https://openalex.org/W3131634966","https://openalex.org/W3135106461","https://openalex.org/W3196639809","https://openalex.org/W3212606097","https://openalex.org/W4200283311","https://openalex.org/W4210290236","https://openalex.org/W4210631499","https://openalex.org/W4224079207","https://openalex.org/W4241788966","https://openalex.org/W4280533333","https://openalex.org/W4293252165","https://openalex.org/W4295677074","https://openalex.org/W4365816270","https://openalex.org/W4386798424","https://openalex.org/W6791401163"],"related_works":["https://openalex.org/W3176356885","https://openalex.org/W7038242732","https://openalex.org/W4404723018","https://openalex.org/W4403866634","https://openalex.org/W4393327720","https://openalex.org/W4223433998","https://openalex.org/W4404198261","https://openalex.org/W3136751965","https://openalex.org/W4285214512","https://openalex.org/W4313182149"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":11},{"year":2025,"cited_by_count":7}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2024-05-22T00:00:00"}