Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil

Purpose This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic. Design/methodology/approach A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers. Findings The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior. Originality/value This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.

Automated summary

This study found that during the COVID-19 pandemic, performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online. The research also indicates significant impacts of the pandemic on future consumer behavior.