The Korean Journal of Franchise Management (한국프랜차이즈경영연구)

Korea Society of Franchise Management (한국프랜차이즈경영학회)
권호 표지
DOI QR코드

DOI QR Code

The Impacts of Restaurant Qualty on Brand Love and Hate, and Off-line and On-line Word-of-Mouth

레스토랑 품질이 브랜드 사랑과 증오, 그리고 온·오프라인 구전에 미치는 영향

  • Meiyu, CHAO (Asian Food Co., Graduate School of Knowledge Service & Consulting, Hansung University) ;
  • Yen Yoo, YOU (Dept. of Smart Management Engineering, Hansung University)
  • Received : 2023.03.03
  • Accepted : 2023.03.20
  • Published : 2023.03.30
Download PDF
⟨ Previous Next ⟩

Abstract

Purpose: During COVID-19, consumers prefer social distancing or contactless activities for safety, and hygienic condition has become one of the most important factors in evaluating restaurants. Therefore, this study aims to investigate whether offline/online word-of-mouth is affected by restaurant quality. Research design, data and methodology: The data were collected from 480 consumers who had experiences of visiting a restaurant in the past 90 days and analyzed with SPSS 28.0 and SmartPLS 4.0 programs. Results: Physical environment and menu had positively significant effects on brand love, while employee service and hygiene had no significance on brand love. Restaurant environment, menu, and hygiene had negatively significant effects on brand hate, but employee service had not significant impact on brand hate. Brand love had positively significant effects on offline and online word-of-mouth, and brand hate had negatively significant effects on offline and online word-of-mouth. Conclusions: First, restaurants need to develop a pleasant space where customers can have emotional experiences. Second, restaurants need to fulfill customers' desire for global food consumption. Third, restaurants should ensure hygiene and safety to prevent customers' brand hate. Lastly, restaurants need to establish offline/online word-of-mouth strategy to identify which restaurant quality attributes influence brand love/hate and offline/online word-of-mouth.

Keywords

Acknowledgement

This research was financially supported by Hansung University.

References

  1. Ab Karim, S., & Chi, C. G. Q. (2010). Culinary tourism as a destination attraction: An empirical examination of destinations' food image. Journal of Hospitality Marketing & Management, 19(6), 531-555. https://doi.org/10.1080/19368623.2010.493064
  2. Albert, N., Merunka, D., & Valette-Florence, P. (2008). When consumers love their brands: Exploring the concept and its dimensions. Journal of Business Research, 61(10), 1062-1075. https://doi.org/10.1016/j.jbusres.2007.09.014
  3. Babic Rosario, A., Sotgiu, F., De Valck, K., & Bijmolt, T. H. (2016). The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297-318. https://doi.org/10.1509/jmr.14.0380
  4. Bai, X. & Kim, Y. (2018). The effect online word-of-mouth on food tourism has on the reliability, acceptance of word-of-mouth and behavior intentions. Journal of Tourism Management Research, 82, 627-650.
  5. Bairrada, C. M., Coelho, F., & Coelho, A. (2018). Antecedents and outcomes of brand love: Utilitarian and symbolic brand qualities. European Journal of Marketing, 52(3/4), 656-682. https://doi.org/10.1108/EJM-02-2016-0081
  6. Baker, J. (1986). The role of the environment in marketing services: The consumer perspective. In The services challenge: Integrating for competitive advantage. Eds. John A. Czepeil, Carole A. Congram, and James Sha/lahan. Chicago: American Marketing Association, 79-84.
  7. Barreto, A. M. (2014). The word-of-mouth phenomenon in the social media era. International Journal of Market Research, 56(5), 631-654. https://doi.org/10.2501/IJMR-2014-043
  8. Basha, N. K., Aw, E. C. X., & Chuah, S. H. W. (2022). Are we so over smartwatches? Or can technology, fashion, and psychographic attributes sustain smartwatch usage?. Technology in Society, 69, 101952.
  9. Batra, R., Ahuvia, A., & Bagozzi, R. P. (2012). Brand love. Journal of Marketing, 76(2), 1-16. https://doi.org/10.1509/jm.09.0339
  10. Berry, L. L. (1995). Relationship marketing of services-growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. https://doi.org/10.1177/009207039502300402
  11. Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.1177/002224299205600205
  12. Bojanic, D. C., & Drew Rosen, L. (1994). Measuring service quality in restaurants: an application of the SERVQUAL instrument. Hospitality Research Journal, 18(1), 3-14. https://doi.org/10.1177/109634809401800102
  13. Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
  14. Browning, V. (2006). The relationship between HRM practices and service behaviour in South African service organizations. The International Journal of Human Resource Management, 17(7), 1321-1338. https://doi.org/10.1080/09585190600756863
  15. Bryson, D., Atwal, G., Hulten, P., & Heine, K. (2021). Antecedents of luxury brand hate: A quantitative study. Strategic Change, 30(1), 35-43. https://doi.org/10.1002/jsc.2387
  16. Bujisic, M., Hutchinson, J., & Parsa, H. G. (2014). The effects of restaurant quality attributes on customer behavioral intentions. International Journal of Contemporary Hospitality Management, 26(8), 1270-1291. https://doi.org/10.1108/IJCHM-04-2013-0162
  17. Burney, L. L., Henle, C. A., & Widener, S. K. (2009). A path model examining the relations among strategic performance measurement system characteristics, organizational justice, and extra-and in-role performance. Accounting, Organizations and Society, 34(3-4), 305-321. https://doi.org/10.1016/j.aos.2008.11.002
  18. Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79-89. https://doi.org/10.1007/s11002-006-4219-2
  19. Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461-470. https://doi.org/10.1016/j.dss.2012.06.008
  20. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
  21. Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131. https://doi.org/10.2307/1252256
  22. Cui, D., Wu, L., & Zhang, J. (2015). Ambivalent attitude of young people in China toward rich kids: Evidence from behavioral indices. Social Behavior and Personality: An International Journal, 43(8), 1255-1264. https://doi.org/10.2224/sbp.2015.43.8.1255
  23. Dam, T. C. (2020). The effect of brand image, brand love on brand commitment and positive word-of-mouth. Journal of Asian Finance, Economics and Business, 7(11), 449-457. https://doi.org/10.13106/jafeb.2020.vol7.no11.449
  24. Dietz, L., Horve, P. F., Coil, D. A., Fretz, M., Eisen, J. A., & Van Den Wymelenberg, K. (2020). 2019 novel coronavirus (COVID-19) pandemic: Built environment considerations to reduce transmission. Msystems, 5(2), e00245-20.
  25. Donthu, N., Kumar, S., Pandey, N., Pandey, N., & Mishra, A. (2021). Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis. Journal of Business Research, 135, 758-773. https://doi.org/10.1016/j.jbusres.2021.07.015
  26. Duan, W., Gu, B., & Whinston, A. B. (2008). The dynamics of online word-of-mouth and product sales-An empirical investigation of the movie industry. Journal of Retailing, 84(2), 233-242. https://doi.org/10.1016/j.jretai.2008.04.005
  27. Edvardsson, B., Enquist, B., & Johnston, R. (2010). Design dimensions of experience rooms for service test drives: case studies in several service contexts. Managing Service Quality: An International Journal, 20(4), 312-337. https://doi.org/10.1108/09604521011057469
  28. Euractiv (2020). Euractiv No evidence of COVID-19 transmission through food, says EFSA. https://www.euractiv.com/section/coronavirus/news/noevidence-of-covid-19-transmission-through-food-says-efsa/
  29. Farzin, M., Bagheri Abbassalikosh, A., Sadeghi, M., & Makvandi, R. (2021). The effect of sensory brand experience and brand equity on WTP a price premium in Iranian fast food restaurants: Mediating role of eWOM. Journal of Foodservice Business Research, https://doi.org/10.1080/15378020.2021.2017212
  30. Finkel, E. J., Rusbult, C. E., Kumashiro, M., & Hannon, P. A. (2002). Dealing with betrayal in close relationships: Does commitment promote forgiveness?. Journal of Personality and Social Psychology, 82(6), 956-974. https://doi.org/10.1037/0022-3514.82.6.956
  31. Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343-373. https://doi.org/10.1086/209515
  32. Gelbrich, K. (2010). Anger, frustration, and helplessness after service failure: Coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5), 567-585. https://doi.org/10.1007/s11747-009-0169-6
  33. Gregoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36, 247-261. https://doi.org/10.1007/s11747-007-0054-0
  34. Gregoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 18-32. https://doi.org/10.1509/jmkg.73.6.18
  35. Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284-298. https://doi.org/10.1177/0010880407301735
  36. Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
  37. Han, Y., Choi, S., & Son, J. Y. (2022). The effect of functional congruence on the information search cost reduction, positive emotions, negative emotions, and loyalty in restaurant. Korean Journal of Franchise Management, 13(3), 45-55.
  38. Hegner, S. M., Fetscherin, M., & Van Delzen, M. (2017). Determinants and outcomes of brand hate. Journal of Product & Brand Management, 26(1), 13-25. https://doi.org/10.1108/JPBM-01-2016-1070
  39. Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet?. Journal of Interactive Marketing, 18(1), 38-52. https://doi.org/10.1002/dir.10073
  40. Jeon, H.-M. (2021). The impact of grocerant experience of foodservice consumer on hedonic value, utilitarian value, and revisit intention - Using Schmitt's strategic experiential modules -. FoodService Industry Journal, 17(3), 7-21. https://doi.org/10.22509/KFSA.2021.17.3.001
  41. Jin, W., Xiang, Y., & Lei, M. (2017). The deeper the love, the deeper the hate. Frontiers in Psychology, 8, 1940.
  42. Johnson, A. R., Matear, M., & Thomson, M. (2011). A coal in the heart: Self-relevance as a post-exit predictor of consumer antibrand actions. Journal of Consumer Research, 38(1), 108-125. https://doi.org/10.1086/657924
  43. Jonas, K., Diehl, M., & Bromer, P. (1997). Effects of attitudinal ambivalence on information processing and attitude-intention consistency. Journal of Experimental Social Psychology, 33(2), 190-210. https://doi.org/10.1006/jesp.1996.1317
  44. Kam, D., Lee, J.-H., and Jun, D. H. (2021). The influence of the menu quality of buffet restaurants on brand image, price fairness, and satisfaction: Moderating effect of payment cost. Journal of Foodservice Management, 24(3), 125-145. https://doi.org/10.47584/jfm.2021.24.3.125
  45. Kang, T. W., Sinha, P. N., Park, C. I., & Lee, Y.-K. (2021). Exploring the intra entrepreneurship-employee engagement-creativity linkage and the diverse effects of gender and marital status. Frontiers in Psychology, 4481.
  46. Kim, E.-J., Lee, Y.-K., Kwon, Y.-J., & Kim, E.-S. (2004). The effect of selected in-restaurant environment on customer satisfaction and behavioral intentions/behaviors using structural equation model: Mediating roles of customer's emotions. The Academy of Customer Satisfaction Management, 6(2), 235-257.
  47. Kim, H. Y., Kim, Y. K., Jolly, L., & Fairhurst, A. (2010). The role of love in satisfied customers' relationships with retailers. The International Review of Retail, Distribution and Consumer Research, 20(3), 285-296. https://doi.org/10.1080/09593969.2010.491192
  48. Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.
  49. Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of E-Collaboration, 11(4), 1-10. https://doi.org/10.4018/ijec.2015100101
  50. Kolyesnikova, N., & Dodd, T. H. (2008). Effects of winery visitor group size on gratitude and obligation. Journal of Travel Research, 47(1), 104-112.
  51. Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
  52. Kucuk, S. U. (2016). Exploring the legality of consumer anti-branding activities in the digital age. Journal of Business Ethics, 139(1), 77-93. https://doi.org/10.1007/s10551-015-2585-5
  53. Kucuk, S. U. (2018). Macro-level antecedents of consumer brand hate. Journal of Consumer Marketing, 35(5), 555-564. https://doi.org/10.1108/JCM-10-2017-2389
  54. Kucuk, S. U. (2019). Consumer brand hate: Steam rolling whatever I see. Psychology & Marketing, 36(5), 431-443. https://doi.org/10.1002/mar.21175
  55. Lastovicka, J. L. and Sirianni, N. J. (2011). Truly, madly, deeply: Consumers in the throes of material possession love. Journal of Consumer Research, 38(2), 323-342. https://doi.org/10.1086/658338
  56. Law, K. S., Wang, H., & Hui, C. (2010). Currencies of exchange and global LMX: How they affect employee task performance and extra-role performance. Asia Pacific Journal of Management, 27(4), 625-646.
  57. Lee, E.-K., Jeon, J.-O, & Choi, W.-H. (2021). The influences of ambivalence on consumer responses and related factors in an online shopping environment. International Journal of Tourism and Hospitality Research, 35(8),189-201.
  58. Lee, M. S., Conroy, D., & Motion, J. (2009). Brand avoidance: A negative promises perspective. Advances in Consumer Research, 36, 421-429.
  59. Lee, Y.-K., Lee, C. K., Lee, S. K., & Babin, B. J. (2008). Festivalscapes and patrons' emotions, satisfaction, and loyalty. Journal of Business Research, 61(1), 56-64. https://doi.org/10.1016/j.jbusres.2006.05.009
  60. Lee, Y.-K., Lee, J.-J., & Park, D.-H. (1997). The impact of hotel Chinese restaurants' environment on service evaluation and purchase behavior. Korean Journal of Hospitality and Tourism, 9(2), 211-228.
  61. Lee, Y.-K., Sinha, P. N., Kim, S. H., Swanson, E. M., Yang, J. J., & Kim, E. J. (2021). The expatriate and local hotel general managers: Differing approaches to employees' loyalty. International Journal of Emerging Markets, (ahead-of-print). https://doi.org/10.1108/IJOEM-03-2020-0278
  62. Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420
  63. Li, F., & Du, T. C. (2011). Who is talking? An ontology-based opinion leader identification framework for word-of-mouth marketing in online social blogs. Decision Support Systems, 51(1), 190-197. https://doi.org/10.1016/j.dss.2010.12.007
  64. Li, S., Liu, M., & Wei, M. (2021). Host sincerity and tourist environmentally responsible behavior: The mediating role of tourists' emotional solidarity with hosts. Journal of Destination Marketing & Management, 19, 100548.
  65. Lim, L.-H., & Jong, H.-O. (2021). The influences of attributes of online word-of-mouth information on brand trust and purchase intention: focusing on SNS consumers. Culinary Science & Hospitality Research, 27(10),145-152. https://doi.org/10.20878/CSHR.2021.27.10.014
  66. Liu, W. K., Lee, Y. S., & Hung, L. M. (2017). The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research, 20(2), 146-162. https://doi.org/10.1080/15378020.2016.1201644
  67. Mahaputra, M. R. (2021). Relationship Word of Mouth, Advertising and Product Quality to Brand Awareness. Dinasti International Journal of Digital Business Management, 2(6), 1099-1108.
  68. Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. The MIT Press.
  69. Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.
  70. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
  71. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. 
  72. Prentice, C., Weaven, S., & Wong, I. A. (2020). Linking AI quality performance and customer engagement: The moderating effect of AI preference. International Journal of Hospitality Management, 90, 102629.
  73. Purohit, D., & Srivastava, J. (2001). Effect of manufacturer reputation, retailer reputation, and product warranty on consumer judgments of product quality: A cue diagnosticity framework. Journal of Consumer Psychology, 10(3), 123-134. https://doi.org/10.1207/s15327663jcp1003_1
  74. Raub, S., & Liao, H. (2012). Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. Journal of Applied Psychology, 97(3), 651-667. https://doi.org/10.1037/a0026736
  75. Reiley, L. (2020). Full fields, empty fridges. Washington Post. Retrieved from https://www.washingtonpost.com/business/2020/04/23/fixing-food-dumping-food-banks/
  76. Reimann, M., MacInnis, D. J., Folkes, V. S., Uhalde, A., & Pol, G. (2018). Insights into the experience of brand betrayal: From what people say and what the brain reveals. Journal of the Association for Consumer Research, 3(2), 240-254. https://doi.org/10.1086/697077
  77. Rodrigues, C., Brandao, A., & Rodrigues, P. (2020). I can't stop hating you: An anti-brand-community perspective on apple brand hate. Journal of Product & Brand Management, 30(8), 1115-1133. https://doi.org/10.1108/JPBM-10-2019-2621
  78. Rozin, P., & Royzman, E. B. (2001). Negativity bias, negativity dominance, and contagion. Personality and Social Psychology Review, 5(4), 296-320.
  79. Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
  80. Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223. https://doi.org/10.1108/09596111211206141
  81. Samdan, D., Han, Y.-W., & An, D.-S. (2018). The impact of servicescapes of global coffee franchise store on customer satisfaction and loyalty: The case study of 'C' franchising company in Mongolia. Korean Journal of Franchise Management, 9(3), 19-29 https://doi.org/10.21871/KJFM.2018.09.9.3.19
  82. Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1-3), 53-67. https://doi.org/10.1362/026725799784870496
  83. Seo, H. S., Seo, J. H., & Kim, H. M. (2017). A study on service quality of defence quality assurance activites using Kano model & PCSI Index. Journal of Korean Society for Quality Management, 45(2), 261-274.
  84. Seric, M., Dosen, D. O., & Mikulic, J. (2022). Antecedents and moderators of positive word of mouth communication among tourist destination residents during the COVID-19 pandemic. Current Issues in Tourism, https://doi.org/10.1080/13683500.2022.2132922
  85. Shankar, A., Jebarajakirthy, C., & Ashaduzzaman, M. (2020). How do electronic word of mouth practices contribute to mobile banking adoption?. Journal of Retailing and Consumer Services, 52, 101920.
  86. Shimp, T. A., & Madden, T. J. (1988). Consumer-object relations: A conceptual framework based analogously on Sternberg's triangular theory of love. ACR North American Advances, 15, 163-168.
  87. Song, S. & Kim, Y. (2020). Understanding consumer responses to SNS advertising and user comments: A grounded theory approach. The Korean Journal of Advertising and Public Relations, 22(2), 5-41. https://doi.org/10.16914/kjapr.2020.22.2.5
  88. Sprott, D., & Wilkes, L. (2004). Understanding service-oriented architecture. The Architecture Journal, 1(1), 10-17.
  89. Sternberg, R. J. (2003). A duplex theory of hate: Development and application to terrorism, massacres, and genocide. Review of General Psychology, 7(3), 299-328. https://doi.org/10.1037/1089-2680.7.3.299
  90. Sternberg, R. J. (2005). Understanding and combating Hate. In R. J. Sternberg (Ed.), The psychology of hate (pp. 37-49). American Psychological Association.
  91. Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. The Cornell Hotel and Restaurant Administration Quarterly, 36(2), 5-60. https://doi.org/10.1016/0010-8804(95)93844-K
  92. Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159-205. https://doi.org/10.1016/j.csda.2004.03.005
  93. Tsaur, S. H., Chang, H. M., & Wu, C. S. (2004). Promoting service quality with employee empowerment in tourist hotels: The role of service behavior. Asia Pacific Management Review, 9(3), 435-461.
  94. Wang, S., Lee, Y. K., & Kim, S. H. (2018). Effects of franchise restaurant selection attributes on perceived value, customer satisfaction and loyalty. The Korean Journal of Franchise Management, 9(4), 7-19. https://doi.org/10.21871/KJFM.2018.12.9.4.7
  95. Xia, L., & Bechwati, N. N. (2017). The impact of price promotions on checkout donations. Journal of Product & Brand Management, 26(7), 734-749.
  96. Yang, J., & Mundel, J. (2021). "Are we all in this together?": Brand opportunism in COVID-19 cause related marketing and the moderating role of consumer skepticism. Journal of Promotion Management, 27(6), 877-899.
  97. Zarantonello, L., Romani, S., Grappi, S., & Bagozzi, R. P. (2016). Brand hate. Journal of Product & Brand Management, 25(1), 11-25. https://doi.org/10.1108/JPBM-01-2015-0799
  98. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.2307/1251446
  99. Zhang, Y., & Yang, Y. C. (2022). Exploring the role of green animation advertising influencing green brand love and green customer citizenship behavior. BMC Psychology, https://doi.org/10.21203/rs.3.rs-2105043/v1
  100. Zhu, L., Li, H., Wang, F. K., He, W., & Tian, Z. (2020). How online reviews affect purchase intention: A new model based on the stimulus-organism-response (SOR) framework. Aslib Journal of Information Management, 72(4), 463-488. https://doi.org/10.1108/AJIM-11-2019-0308