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Paper Type
Complete
Description
Online reviews have become a popular tool for understanding consumers' perceptions of service and product quality. The COVID-19 pandemic has significantly impacted the restaurant industry, including negative impacts on profitability. This study utilizes gratitude theory and expectation confirmation theory to investigate how food delivery and food desert status moderated the impact of the pandemic on consumers' perceptions of restaurant quality. We find that consumers still held expectations for restaurants despite the COVID-19 pandemic crisis and their lack of food availability. Our findings also highlight the importance of food accessibility and availability, particularly in underprivileged communities during a crisis. This study has broader implications for businesses operating during crisis events providing insights into how they can improve their service and product quality to meet the needs of their consumers.
Paper Number
1710
Recommended Citation
Avery, Atiya and Xu, Pei, "Gratitude with Expectations: Exploring the Role of Restaurant Delivery and Food Availability on Online Customer Reviews During the COVID-19 Pandemic" (2023). AMCIS 2023 Proceedings. 10.
https://aisel.aisnet.org/amcis2023/soc_inclusion/social_inclusion/10
Gratitude with Expectations: Exploring the Role of Restaurant Delivery and Food Availability on Online Customer Reviews During the COVID-19 Pandemic
Online reviews have become a popular tool for understanding consumers' perceptions of service and product quality. The COVID-19 pandemic has significantly impacted the restaurant industry, including negative impacts on profitability. This study utilizes gratitude theory and expectation confirmation theory to investigate how food delivery and food desert status moderated the impact of the pandemic on consumers' perceptions of restaurant quality. We find that consumers still held expectations for restaurants despite the COVID-19 pandemic crisis and their lack of food availability. Our findings also highlight the importance of food accessibility and availability, particularly in underprivileged communities during a crisis. This study has broader implications for businesses operating during crisis events providing insights into how they can improve their service and product quality to meet the needs of their consumers.
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