<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2182-8458</journal-id>
<journal-title><![CDATA[Tourism & Management Studies]]></journal-title>
<abbrev-journal-title><![CDATA[TMStudies]]></abbrev-journal-title>
<issn>2182-8458</issn>
<publisher>
<publisher-name><![CDATA[Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2182-84582020000300023</article-id>
<article-id pub-id-type="doi">10.18089/tms.2020.160103</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere]]></article-title>
<article-title xml:lang="es"><![CDATA[La relación de las dimensiones de calidad de servicio de las empresas de restaurantes con satisfacción, intención de comportamiento, eWOM y el efecto moderador de la atmósfera]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Uslu]]></surname>
<given-names><![CDATA[Abdullah]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Akdeniz University Manavgat Tourism Faculty ]]></institution>
<addr-line><![CDATA[Manavgat Antalya]]></addr-line>
<country>Turkey</country>
</aff>
<pub-date pub-type="pub">
<day>30</day>
<month>09</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>30</day>
<month>09</month>
<year>2020</year>
</pub-date>
<volume>16</volume>
<numero>3</numero>
<fpage>23</fpage>
<lpage>35</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_arttext&amp;pid=S2182-84582020000300023&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_abstract&amp;pid=S2182-84582020000300023&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.pt/scielo.php?script=sci_pdf&amp;pid=S2182-84582020000300023&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The aim of this research is to test the relationship between the service quality of restaurants and electronic word-of-mouth (eWOM) communication, satisfaction, and behavioural intention and to analyse the moderating effect of the restaurant atmosphere in the relationship between service quality and eWOM. The population of the research consists of local tourists who come to the restaurants located in the city centre of Diyarbak&#305;r. Questionnaires were used to obtain the data of the research. The data were analysed using 385 surveys collected from restaurant customers using package programs (SPSS and AMOS). As a result of explanatory factor analysis, 4 service quality dimensions were determined in restaurants (tangibles, assurance, reliability, empathy), and then confirmatory factor analysis, second-order confirmatory factor analysis, a measurement model, and path analyses were carried out. According to the results of the analysis, it was determined that the service quality dimensions of the restaurants have effects on satisfaction and eWOM. In addition, restaurant atmosphere has been found to have a moderating effect on the effect of service quality dimensions on eWOM in restaurants.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo de esta investigación es probar la relación entre la calidad del servicio de los restaurantes y la comunicación electrónica del boca a boca (eWOM), la satisfacción y la intención de comportamiento, y para analizar el efecto moderador de la atmósfera de restaurantes en la relación entre la calidad del servicio y eWOM. La población de la investigación consiste en turistas locales que acuden a los restaurantes ubicados en el centro de la ciudad de Diyarbak&#305;r. Se utilizaron cuestionarios para obtener los datos. Los datos se analizaron mediante 385 encuestas recopiladas de clientes de restaurantes que utilizan programas de paquetes (SPSS y AMOS). Como resultado del análisis factorial explicativo, se determinaron 4 dimensiones de calidad de servicio en restaurantes (tangibles, garantía, confiabilidad, empatía), y luego se realizaron análisis factoriales confirmatorios de segundo orden, un modelo de medición y análisis de ruta. Según los resultados del análisis, se determinó que las dimensiones de calidad de servicio de los restaurantes tienen efectos en la satisfacción y en eWOM. Además, se ha encontrado que la atmósfera del restaurante tiene un efecto moderador sobre el efecto de las dimensiones de calidad del servicio en eWOM en los restaurantes.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Restaurant enterprises]]></kwd>
<kwd lng="en"><![CDATA[service quality]]></kwd>
<kwd lng="en"><![CDATA[atmosphere]]></kwd>
<kwd lng="en"><![CDATA[satisfaction]]></kwd>
<kwd lng="en"><![CDATA[behavioural intention]]></kwd>
<kwd lng="en"><![CDATA[eWOM]]></kwd>
<kwd lng="es"><![CDATA[Empresas de restaurantes]]></kwd>
<kwd lng="es"><![CDATA[calidad de servicio]]></kwd>
<kwd lng="es"><![CDATA[atmósfera]]></kwd>
<kwd lng="es"><![CDATA[satisfacción]]></kwd>
<kwd lng="es"><![CDATA[Intención de comportamiento]]></kwd>
<kwd lng="es"><![CDATA[eWOM]]></kwd>
</kwd-group>
</article-meta>
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<volume>19</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>162-80</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
