Purpose: The purpose of this paper is to develop a model to examine how different technological and cognitive cues related to mobile food ordering applications (MFOAs) impact diners' intentions to use MFOAs continuously. The moderating role of national household demographics was also assessed in the online-to-offline (O2O) food delivery services (FDS) context.Design/methodology/approach: Drawing insights from the uses and gratification (U&G) theory, an online sample survey of 968 valid respondents who had ordered or purchased food through delivery apps during the COVID-19 outbreak in China was used for the analysis. The proposed model was empirically tested using structural equation modeling.Findings: The results revealed that cues in MFOAs (i.e. ease of use, convenience, price saving orientation, the listing of various food choices, exploring restaurant patterns, and compatibility) directly influenced diners' e-satisfaction and that intention to use continuously is triggered by e-satisfaction during the COVID-19 crisis. Moreover, this study found that collectivist household diners emphasized ease of use, convenience, and compatibility. Comparatively, individualistic household diners placed more importance upon price saving orientation and listing of various food choices during the pandemic.Originality/value: The authors offer a new insight into customers' dining choices by extending the scope of O2O services in the food industry. The findings contribute to understanding diners' purchase decision-making processes regarding MFOAs' O2O-FDS during the COVID-19 crisis. The multi-group comparison via national household demographics also provides a new perspective regarding different dining preferences toward O2O-FDS.

Purpose: Meal ordering apps (MOAs) have transformed the customers' dining habits, particularly during mobility restrictions of the COVID-19 pandemic. Under the theoretical cover of the extended stimulus–organism–response (SOR) model, this paper attempts to explore the critical antecedents and outcomes of customer MOA engagement which predict the continuous purchase intentions using these apps. A multigroup analysis is conducted to investigate the difference between the hypothesized relationships between the Chinese and Indonesian consumers.Design/methodology/approach: A mixed-method approach, including a systematic literature review, an open-ended essay (qualitative) with 139 MOA users and an online survey (quantitative) with 1,207 MOA users in total, was used for hypotheses testing.Findings: The structural equation model results revealed that customer MOA experience factors such as mobile online reviews (MR), food quality (FQ), restaurant reputation (RR), service quality and system quality (SyQ) are the absolute positive factors that influence customer MOA cognitive, affective and behavioral engagement, which in turn affect continuous purchase intentions. The multigroup analysis results reveal that Chinese customers prioritized MR and FQ for customer MOA engagement (cognitive, affective and behavioral). Comparatively, Indonesian customers placed most importance on RR and SyQ.Originality/value: Considering a market-specific setting and based on the extended SOR framework, this study is one of the first to take a comprehensive look at the critical antecedents and outcome of multidimensional customer MOA engagement in the developing countries’ (China and Indonesia) online to offline meal delivery context. Further, this study investigates the customer continuous purchase intentions as an outcome of MOA engagement during the COVID-19 pandemic. The findings also reveal the differences in consumer behavior across the two developing but culturally diverse countries samples during the pandemic.

Purpose: This study addresses tourists' post-consumption perspectives on the impact of online destination experiences and animosity on travel decisions. Developing a framework based on the stimulus-organism-response (SOR) theory, we examine the previously unexplored relationship between post-negative events, online destination brand experience (ODBE), tourists' animosity and destination boycott intentions within the domestic tourism context.Design/methodology/approach: Data from 355 actively engaged domestic travelers in Pakistan who follow destination social media pages (i.e. Instagram and Facebook) was analyzed using structural equation modeling.Findings: The findings reveal that post-negative events ODBE significantly stimulate tourists' animosity, which in turn drives destination boycott intentions. The ODBE indirectly affects boycott intentions through animosity, acting as a partial mediator. The analysis highlights the significance of the users' prior experience levels (novice vs experienced). Multigroup analysis shows that novice visitors are more sensitive to negative online experiences, resulting in stronger animosity than experienced visitors. Animosity significantly drives boycott intentions, particularly among experienced visitors.Originality/value: This study’s novelty lies in its comprehensive examination of post-negative events, focusing on how the ODBE influences tourists' negative emotions and boycott intentions. These findings offer valuable insights for tourism researchers and destination marketers, underscoring the importance of optimizing post-service failure ODBE strategies for brand repair, online reputation management, digital marketing innovation and customized service recovery to mitigate the impact of negative events.