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Initial Stage of the COVID-19 Pandemic: A Perspective on Health Risk Communications in the Restaurant Industry

Author

Listed:
  • Xi Wang

    (Culture, Creativity and Management, School of Culture and Creativity, BNU-HKBU United International College, Zhuhai 519085, China)

  • Liang Tang

    (Department of Apparel, Events and Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA 50011, USA)

  • Linan Zhang

    (Department of Apparel, Events and Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA 50011, USA)

  • Jie Zheng

    (Department of Apparel, Events and Hospitality Management, College of Human Sciences, Iowa State University, Ames, IA 50011, USA)

Abstract

Restaurant online review websites have made changes to adapt to customers’ shifting needs during the COVID-19 crisis. Based on information behavior theory and social penetration theory, the present study investigated the changes in customers’ emotions and how the volume of online reviews as an indication of sales is impacted by the instructional (i.e., with quantitative variables) and emotional (i.e., with qualitative variables) information on review websites. By comparing the same month (January–April) during 2017–2020, positive sentiment experienced a plunge, while negative sentiment showed an upsurge in April 2020. The volume of reviews was impacted by five quantitative variables (i.e., confirmed COVID-19 case number, food delivery option, takeout option, delivery fee, and delivery time) and seven qualitative variables (i.e., anticipation, fear, trust, anger, disgust, joy, and sadness). This study provides new insight into understanding information content on review websites during the crisis (e.g., pandemic) from the perspective of health risk communication.

Suggested Citation

  • Xi Wang & Liang Tang & Linan Zhang & Jie Zheng, 2022. "Initial Stage of the COVID-19 Pandemic: A Perspective on Health Risk Communications in the Restaurant Industry," IJERPH, MDPI, vol. 19(19), pages 1-20, September.
    • Handle: RePEc:gam:jijerp:v:19:y:2022:i:19:p:11961-:d:921580
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    References listed on IDEAS

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    1. Siyao Liu & Bin Yu & Chan Xu & Min Zhao & Jing Guo, 2022. "Characteristics of Collective Resilience and Its Influencing Factors from the Perspective of Psychological Emotion: A Case Study of COVID-19 in China," IJERPH, MDPI, vol. 19(22), pages 1-19, November.

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