What attributes affect customer satisfaction in green restaurants? An aspect-based sentiment analysis approach

被引：15

作者：

Shahhosseini, Mansour ^{[1
]}

Nasr, Arash Khalili ^{[1
]}

机构：

[1] Sharif Univ Technol, Grad Sch Management & Econ, Teymoori Sq,Habibollahi St,Azadi Sq,POB 1459973941, Tehran, Iran

来源：

JOURNAL OF TRAVEL & TOURISM MARKETING | 2024年 / 41卷 / 04期

关键词：

Green Restaurants; customer satisfaction; online reviews; aspect-based sentiment analysis; topic modeling; sustainable consumption; user-generated content; transfer learning; tripAdvisor; WORD-OF-MOUTH; ONLINE REVIEWS; PHYSICAL-ENVIRONMENT; CONSUMERS INTENTIONS; HOSPITALITY RESEARCH; MEDIATING ROLE; TOURISM; IMPACT; FOOD; BEHAVIOR;

D O I：

10.1080/10548408.2024.2306358

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Amid a heightened focus on sustainable consumption, restaurants are increasingly adopting green practices. Yet, understanding determinants of satisfaction in green restaurants remains unexplored. Analyzing 85,337 TripAdvisor reviews from US Green Restaurant Association certified restaurants, and leveraging BERTopic and aspect-based sentiment analysis, our study reveals previously unidentified subtopics, like "pet-friendly," and indicates that after food, value, and service, green attributes significantly affect satisfaction, surpassing atmosphere. Additionally, we studied ramifications of not mentioning aspects in reviews, showing an insignificant difference in satisfaction between reviews without green attributes and those with neutral sentiment scores, highlighting the importance of promoting and delivering green initiatives.

引用

页码：472 / 490

页数：19

共 158 条

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