PDF(Pubmed)
Abstract：
The food delivery service is the most typical and visible example of online-to-offline (O2O) commerce. More consumers are using food delivery services for various reasons during the COVID-19 pandemic, making this business model viral worldwide. In the post-pandemic era, offering food delivery services will become the new normal for restaurants. Although a growing number of publications have focused on consumer behavior in this issue, no review paper has addressed current research and industry trends. Thus, this paper aims to review the literature published from 2020 to the present (October 2022) on consumers\' use of food delivery services during the pandemic. A thematic review was conducted, with 40 articles searched from Scopus and Web of Science being included. Quantitative findings showed current research trends, and thematic analyses formed eight themes of factors influencing consumer behavior: (1) technical and utilitarian factors, (2) system-related attributes, (3) emotional and hedonic factors, (4) individual characteristics, (5) service quality, (6) risk-related factors, (7) social factors, and (8) food-related attributes. The paper also emphasizes COVID-19-related influences and suggests promising future research directions. The results offer insights into industry practices and starting points for future research.
摘要：
食品配送服务是线上到线下（O2O）商务的最典型和最明显的例子。在COVID-19大流行期间，越来越多的消费者出于各种原因使用食品配送服务，使这种商业模式在世界范围内传播开来。在后大流行时代，提供送餐服务将成为餐馆的新常态。尽管越来越多的出版物关注本期的消费者行为，没有评论论文涉及当前的研究和行业趋势。因此，本文旨在回顾从2020年至今(2022年10月)发表的关于大流行期间消费者使用送餐服务的文献.进行了专题审查,包括从Scopus和WebofScience搜索的40篇文章。定量研究结果显示了当前的研究趋势，和主题分析形成了影响消费者行为的八个因素主题：（1）技术和功利因素，(2)与系统相关的属性，(3)情绪和享乐因素，(4)个体特征,（5）服务质量，（6）风险相关因素，（7）社会因素，和(8)与食物相关的属性。本文还强调了与COVID-19相关的影响，并提出了有希望的未来研究方向。研究结果为行业实践和未来研究的起点提供了见解。
