Customer encounter satisfaction and narrative force: an investigation of user-generated content on TripAdvisor

IF 3.1 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Scandinavian Journal of Hospitality and Tourism Pub Date : 2023-01-01 DOI:10.1080/15022250.2023.2194272

Mario L. Cassar, Jirka Konietzny, A. Caruana

引用次数: 0

Abstract

ABSTRACT Customer satisfaction research is often undertaken quantitatively employing multi-item standard questionnaires. Instead, this study seeks to understand how restaurant customers themselves articulate their encounter satisfaction experiences from the user-generated content (UGC) reviews they post on TripAdvisor. UGC reviews for all fine dining restaurants in Stockholm are collected. Leximancer and Diction software are used in the analyses to determine the concepts and themes used by UGC reviewers to express their encounter satisfaction and to measure narrative force among customers expressing different levels of restaurant encounter satisfaction. Results indicate that customers who provide different satisfaction scores on TripAdvisor also post UGC that exhibits divergencies in the concepts and themes they use to communicate their experience. Additionally, narrative force is stronger among customers providing reviews exhibiting moderate and low satisfaction scores.

查看原文本刊更多论文

客户体验满意度和叙事力：对TripAdvisor用户生成内容的调查

摘要客户满意度研究通常采用多项目标准问卷进行定量研究。相反，这项研究试图了解餐厅顾客自己是如何从他们在TripAdvisor上发布的用户生成内容（UGC）评论中表达他们的相遇满意度体验的。收集了教资会对斯德哥尔摩所有高级餐厅的评价。Leximancer和Diction软件用于分析，以确定UGC评审员用来表达他们的相遇满意度的概念和主题，并测量表达不同餐厅相遇满意度的顾客之间的叙事力。结果表明，在TripAdvisor上提供不同满意度分数的客户也会发布UGC，这些UGC在他们用来交流体验的概念和主题上表现出差异。此外，在提供中等和低满意度评价的客户中，叙述力更强。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Scandinavian Journal of Hospitality and Tourism Multiple-

CiteScore

7.90

自引率

8.30%

发文量

期刊介绍： Scandinavian Journal of Hospitality and Tourism is the leading Nordic journal for hospitality and tourism research. SJHT aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The journal takes an interdisciplinary approach including, but not limited to geography, psychology, sociology, history, anthropology, and economics. SJHT encourages research based on a variety of methods, including both qualitative and quantitative approaches. The journal covers all types of articles relevant to the Nordic region, as well as the North Atlantic, North Sea and Baltic regions. We also welcome reviews and conceptual articles with a broader geographical scope that clearly enhance the theoretical development of the hospitality and tourism field. In addition to research articles, we welcome research notes and book reviews. Published articles are the result of anonymous reviews by at least two referees chosen by the editors for their specialist knowledge.