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

Reich López, Christian y Terán Cázares, María Mayela (2022) Word-of-mouth intent in the restaurant industry of Mexico, a structural equation modeling approach mediated by customer satisfaction. Innovaciones de negocios, 19 (37). pp. 89-106. ISSN 1665-9627

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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.

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