Exploring Customers’ Luxury Consumption in Restaurants: A Combined Method of Topic Modeling and Three-Factor Theory

IF 3.4 4区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Cornell Hospitality Quarterly Pub Date : 2021-08-11 DOI:10.1177/19389655211037667

Wooseok Kwon, Minwoo Lee, J. Bowen

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引用次数: 5

Abstract

This study explores customers’ perceptions and underlying factors related to luxury consumption in restaurants. Although many studies have explored customers’ consumption of luxury goods, very few of these studies involved luxury hospitality services. Furthermore, hospitality literature has rarely discussed the emerging identification of inconspicuous consumption in luxury. By applying topic modeling to analyze online customer reviews, the current study identifies the essential elements of visiting luxury restaurants. Moreover, it elicits the asymmetric role of the identified factors in accelerating overall customer satisfaction or dissatisfaction through impact-asymmetry analysis, which adopts the three-factor theory. Findings suggest that many inconspicuous factors exist in luxury consumption and that the mechanisms that affect satisfaction differ among a satisfier, a dissatisfier, and a hybrid. The acknowledgment of the asymmetric effects will help practitioners in luxury restaurants enhance their understandings of customer perceptions and efficiently improve service management and marketing.

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探讨顾客在餐厅的奢侈品消费：主题建模与三因素理论相结合的方法

这项研究探讨了顾客对餐馆奢侈品消费的看法和潜在因素。尽管许多研究探讨了顾客对奢侈品的消费，但很少有研究涉及豪华酒店服务。此外，酒店文献很少讨论奢侈品中不起眼消费的新兴识别。通过应用主题模型分析在线顾客评价，本研究确定了访问豪华餐厅的基本要素。此外，通过采用三因素理论的影响不对称分析，得出了已识别因素在加速整体客户满意度或不满意度方面的不对称作用。研究结果表明，奢侈品消费中存在许多不明显的因素，影响满意度的机制在满足者、不满足者和混合者之间有所不同。对不对称效应的认识将有助于豪华餐厅的从业者增强对顾客感知的理解，并有效地改善服务管理和营销。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Cornell Hospitality Quarterly Multiple-

CiteScore

8.50

自引率

2.90%

发文量

期刊介绍： Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.