期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 101, 期 -, 页码 -出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2021.103111
关键词
Customer satisfaction; Online review; Service evaluation; Price; Business analytics; Spatial analysis
The purpose of this study is to explore the relationships between customers' service evaluations in online reviews and customer satisfaction, as well as the unique role of price and location in the restaurant industry. By analyzing a large number of online reviews, the study found that cognitive and affective service evaluations have a significant impact on customer satisfaction, with price moderating this relationship. Additionally, the study highlighted the importance of spatial dependency on restaurants.
The main purpose of this study is to identify relationships between customers' service evaluations embedded in online reviews and customer satisfaction and demonstrate the unique role of price and location in the restaurant industry. Approximately 250,000 online reviews of restaurants were analyzed to answer (1) How cognitive and affective evaluations written in a review influence customer satisfaction and (2) How price plays a moderating role in the relationship between text-based service evaluations and customer satisfaction. By incorporating spatial dependency, geographically weighted regression analysis was conducted to identify the pure impact of affective and cognitive evaluations of restaurant services and to develop a sophisticated satisfaction prediction model. This study found the significant impact of cognitive and affective service evaluations on customer satisfaction, which was moderated by price. Moreover, this study highlighted geo-spatial dependency by demonstrating that spatial auto-correlation matters only for restaurants in the lowest ($) and highest ($$$$) price groups.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据