Asia-Pacific Academy of Economics and Management, University of Macau, Macau SAR 999078, China.
Department of Integrated Resort and Tourism Management, Faculty of Business Administration, Asia-Pacific Academy of Economics and Management, University of Macau, Macau SAR 999078, China.
Int J Environ Res Public Health. 2022 Apr 22;19(9):5100. doi: 10.3390/ijerph19095100.
COVID-19 presents a formidable challenge to global tourism. One of the emergency measures adopted by the Macau restaurant industry has been to increase its revenue by joining an online-to-offline (O2O) platform. Nevertheless, are there any risks that follow these opportunities? This article aims to explore whether any risks follow these opportunities, which could extend the literature. Study 1 explores the key factors that customers focus on by analyzing the content of customer reviews published on the Aomi platform through Python. Results show that brand credibility, freshness, and taste remained prominent in the customers' dining experience. Packaging, delivery quality, and hygiene emerged as new factors due to the COVID-19 pandemic and the popularity of the O2O platform. Customers and staff continued to participate in service interactions through these online channels. Meanwhile, Study 2 contributes to the present understanding of O2O services in restaurants by interviewing catering professionals, and the results highlight how restaurateurs adopt their strategies on O2O platforms.
新冠疫情对全球旅游业构成了巨大挑战。澳门餐饮业采取的应急措施之一是加入线上到线下（O2O）平台来增加收入。然而，这些机会是否伴随着风险？本文旨在通过研究顾客评论内容，探讨顾客关注的关键因素，旨在扩展相关文献。研究 1 通过分析在 Aomi 平台上发布的顾客评论内容，利用 Python 技术进行研究。结果表明，品牌可信度、新鲜度和口感仍然是顾客用餐体验的突出因素。由于新冠疫情和 O2O 平台的普及，包装、配送质量和卫生也成为新的因素。顾客和员工继续通过这些在线渠道参与服务互动。同时，研究 2 通过采访餐饮专业人士，为当前对餐厅 O2O 服务的理解做出贡献，结果强调了餐馆老板如何在 O2O 平台上采用他们的策略。
