The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

被引:32
作者
Park, Eunhye [1 ]
Chae, Bongsug [2 ]
Kwon, Junehee [3 ]
Kim, Woo-Hyuk [4 ]
机构
[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Tsim Sha Tsui, Hong Kong, Peoples R China
[2] Kansas State Univ, Dept Management, Manhattan, KS 66506 USA
[3] Kansas State Univ, Dept Hospitality Management, Manhattan, KS 66506 USA
[4] Incheon Natl Univ, Dept Consumer Sci, Incheon 22012, South Korea
关键词
green restaurant; user-generated content; customer satisfaction; topic modeling; SOCIAL-RESPONSIBILITY CSR; SPREADING ACTIVATION; MODERATING ROLE; CONSUMER; IMPACT; INVOLVEMENT; PERCEPTIONS; MANAGEMENT; INTENTION; SUSTAINABILITY;
D O I
10.3390/su12072843
中图分类号
X [环境科学、安全科学];
学科分类号
08 ; 0830 ;
摘要
Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers' interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.
引用
收藏
页数:20
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