scholarly journals CONTENT ANALYSIS OF MICHELIN RESTAURANTS ONLINE REVIEWS IN CROATIA

2021 ◽  
Author(s):  
Suzana Marković ◽  
◽  
Jelena Dorčić ◽  
Dora Rašan ◽  
Bruna Bucić ◽  
...  
Keyword(s):  
Data Mining ◽  
Content Analysis ◽  
Online Reviews ◽  
Customer Reviews ◽  
Unique Customer ◽  
Restaurant Experience ◽  
Frequency Counts ◽  
Practical Implications ◽  
Insight Into ◽  
The Ideal

The Michelin Guide is considered by many to be the hallmark of global fine dining and quality cuisine. For five years now, renowned and selected Croatian restaurants have been included in the worldwide Michelin Guide. In the latest edition of Michelin Guide, seventy Croatian restaurants were included. Nowadays, to find the ideal restaurant, diners are increasingly using TripAdvisor and reviews on social media. Online reviews are a great source for capturing unique customer experiences. The purpose of this study is to gain insight into the components of restaurant guest experiences. The most recent online reviews on TripAdvisor of 17 Croatian Michelin guide listed restaurants (7 one-star restaurants and 10 Bib Gourmand) were analysed. This study follows a content analysis approach. Simple frequency counts were performed on the number of positive, negative and neutral comments. The empirical results showed that the overall customer satisfaction in the analysed restaurants was positive. The content analysis revealed that customers mainly focused on the food, menu offerings, ambiance, and service in the online reviews. This study contributes to the customer experience literature by applying data mining techniques and content analysis of online reviews to understand customers’ views of the restaurant experience. The findings of this study also provide practical implications for restaurateurs by identifying the key determinants in customer reviews of restaurants.

scholarly journals A GENRE-BASED TEXTUAL ANALYSIS OF EXPERT ONLINE REVIEWS OF ELECTRIC GUITAR FUZZ PEDALS

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Che Moya
Keyword(s):  
Data Mining ◽  
Online Reviews ◽  
Genre Analysis ◽  
Discourse Community ◽  
Consumer Spending ◽  
Linguistic Features ◽  
Electric Guitar ◽  
Online Data ◽  
Real World Applications ◽  
Insight Into

This study uses genre analysis to analyze contemporary online text.  Through an analysis of the linguistic features of text from a highly specialized discourse community, perceived expert online reviews of electric guitar fuzz pedals, findings from this study provide insight into the relevance of online reviews. Although there is a layman quality to the actual production of the textual online reviews, genre analysis reveals hybridized genres, authorial power within occluded genre chains, subconscious marketing techniques, and manipulation of perceived expert online reviews. Findings from this study indicate that online reviews have complex occluded genre chains, which are not readily obvious when the reviews are read only for entertainment purposes.  This research has real world applications as relationships between textual generic qualities of online reviews and consumer spending habits are now easily acquired from online data-mining techniques to assist in targeting online consumers’ habits and to increase sales. Online reviews are now what consumers use to assist in shopping. Control of reviews translates to control of consumers’ shopping habits.

A content analysis of influential wine blogs

2014 ◽  
Vol 26 (3) ◽  
pp. 168-187 ◽  
Author(s):  
Stefanie Beninger ◽  
Michael Parent ◽  
Leyland Pitt ◽  
Anthony Chan
Keyword(s):  
Content Analysis ◽  
Exploratory Study ◽  
Design Methodology ◽  
Wine Industry ◽  
Analysis Software ◽  
Product Attributes ◽  
Content Type ◽  
Analysis Study ◽  
Practical Implications ◽  
Insight Into

Purpose – The purpose of this exploratory study was to analyze the content of influential wine blogs. Design/methodology/approach – The study used content analysis software, Leximancer, to analyze the entire contents of five influential amateur wine blogs. Findings – A key finding is that these blogs all balance self-promotion with the content of their blogs, namely, wine and wine-related topics. The wine blogs, though evaluating wines in different ways, review not only the product attributes but also the experience surrounding wine. Research limitations/implications – Limitations of this study include that the analysis only included five wine blogs and the content analysis was conducted by a sole researcher using a computerized approach. Practical implications – Wine blogs have increasing influence in the wine industry, especially those written by amateur wine bloggers. As such, understanding the tactics used by wine bloggers is of interest to practitioners who aim to market their wines using such channels as well as providing insight into this contemporary platform for current and aspiring wine critics. Originality/value – This is the first content analysis study that analyzes the content of wine blogs as the readers themselves see it. It provides insights of value not only to those involved in marketing in the wine industry but also to those interested in the developments of amateur blogs in marketing.

Webcare as a signal: exhaustive-selective webcare strategy and brand evaluation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Krishnan Jeesha ◽  
Keyoor Purani
Keyword(s):  
Brand Management ◽  
Online Reviews ◽  
Content Type ◽  
Customer Reviews ◽  
Brand Evaluation ◽  
Brand Evaluations ◽  
Almost All ◽  
Strategic Perspective ◽  
Resource Deployment ◽  
Practical Implications

Purpose Keeping in mind the growing significance of online reviews, management of responses to the customer reviews – webcare – is becoming important in recent times. How a firm responds to online reviews can send a signal to the readers of the reviews contributing to their brand evaluations. From a strategic perspective, a firm should decide if they should respond to all reviews or respond to only a select few reviews. This study aims to provide an understanding of how exhaustive and selective webcare influence brand evaluations. It also explores the role of review balance and review frame, which potentially act as moderators, on such influences. Design/methodology/approach Three scenario-based experiments were used to manipulate the webcare strategy (exhaustive-selective) and the potential moderators (review balance and review frame). The 910 participants of the single-stage experiments were identified using an online panel managed by UK-based Prolific Academic. Findings Exhaustive webcare is found to be the most effective strategy for influencing brand evaluations in all conditions. Also, two interesting results were found, which can have practical implications. A selective negative strategy is as effective as an exhaustive webcare in almost all cases, and a selective positive webcare is as good as not having a webcare in nearly all cases. Changes in webcare effectiveness due to the influence of review balance and review frame were established. Research limitations/implications With the review reader perspective and focus on brand management, this study may trigger enquiries into effects of webcare strategies on brand evaluations and other outcomes such as word-of-mouth. The interaction effects of the various strategies adopted together on brand evaluation and loyalty have not been explored and would be of interest to academicians and managers. Practical implications Firms need to plan a careful resource deployment while responding to the online consumer reviews as responding to a select few reviews may yield the same effects as that of exhaustive webcare. Brand managers may find responding only to positive reviews futile, as it could be as good as having no webcare. Also, the strategy of responding to reviews needs to be adapted based on the online review platform where the set in which the review is read is different. Originality/value This is one of the few studies focusing on the effects of webcare on brand evaluations from a review reader perspective as against the dominant reviewer perspective. This research also presents hitherto unexplored effects of an exhaustive-selective webcare strategy on brand evaluations.

What do we say when we talk about sustainability?

2015 ◽  
Vol 16 (3) ◽  
pp. 367-384 ◽  
Author(s):  
Katharine A. Owens ◽  
Sasha Legere
Keyword(s):  
Higher Education ◽  
Content Analysis ◽  
Design Methodology ◽  
Sustainability Education ◽  
Content Type ◽  
American University ◽  
Know How ◽  
It Impacts ◽  
Frequency Counts ◽  
Practical Implications

Purpose – The purpose of this paper is to analyze how faculty, staff and students at one American University define the term sustainability. Design/methodology/approach – The authors analyze student, staff and faculty definitions by comparing word frequency counts to a list of the 25 most frequently found words in over 100 definitions of sustainability. Next, the authors analyze the definitions through content analysis, producing a list of emergent themes. Findings – The authors find that our definitions do not rate highly when compared to a list of the most frequent words from published definitions, but examining them more closely highlights nuances in understanding. Research limitations/implications – These results can only speak to one university’s population, but may be similar to that of comparable schools. Further studies should include comparisons to a range of campus communities, including environmental leaders and laggards. Practical implications – Administrators and educators at institutes of higher education must determine whether an ambiguous understanding of sustainability is sufficient for their own goals in producing an educated citizenry. Social implications – When a community fails to understand sustainability, it impacts how they conceptualize environmental problems and make decisions to solve them. Originality/value – This study shows that unless one has polled a campus population, one cannot know how its members understand a fundamental concept such as sustainability. It also shows that the work of sustainability education is just beginning.

Do public sector mergers (re)shape reputation?

2014 ◽  
Vol 27 (1) ◽  
pp. 39-52 ◽  
Author(s):  
Vilma L. Luoma-aho ◽  
Mirja E. Makikangas
Keyword(s):  
Content Analysis ◽  
Longitudinal Study ◽  
Public Sector ◽  
Design Methodology ◽  
Theory And Practice ◽  
Content Type ◽  
The Public ◽  
The Stability ◽  
Practical Implications ◽  
Insight Into

Purpose – The public sector worldwide is under pressure to downsize, which has led to mergers of public sector organisations. This paper seeks to bridge the unstudied gap of what happens to organisational reputation after a merger. The paper discusses change and reputation in the public sector, and reports findings of a longitudinal study on stakeholder assessments of four public sector organisations undergoing mergers recently. Design/methodology/approach – Following a theory-driven content analysis, this longitudinal study compares stakeholder assessments of four public sector organisations' reputations a year before an organisational merger with assessments of the two resulting organisations' reputations two years after the merger. Findings – The paper finds that the mergers did not really re-shape reputation, but the once established reputation persevered. Although the organisations faced greater expectations after the merger, only minor changes in reputation were detected post-merger: the reputation for expertise, heavy bureaucracy and trustworthiness remained strong after the merger, but certain traits, such as being international and esteemed, were lost. In both cases, one organisation's prior reputation slightly dominated the new reputation. Research limitations/implications – The findings may be limited to Finland and other Nordic countries, as well as those countries where trust in the public sector is high. Practical implications – Mergers may not change once-established reputations, and hence the improvements desired by mergers may go unnoticed by the different stakeholders. Organisations merging must prepare for increased stakeholder expectations, as the new organisations arise questions. Previous organisational traits may remain in stakeholders' assessments despite any achieved improvements. Originality/value – This paper addresses the gap in studying organisational reputation after public sector mergers, and contributes to both theory and practice by providing insight into the stability of once-established reputations.

An analysis of Airbnb online reviews: user experience in 16 U.S. cities

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chuhan (Renee) Thomsen ◽  
Miyoung Jeong
Keyword(s):  
User Experience ◽  
Online Reviews ◽  
Complex Nature ◽  
Content Type ◽  
Future Studies ◽  
Customer Reviews ◽  
The Usa ◽  
The Relationship ◽  
Us Cities ◽  
Practical Implications

Purpose This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores. Design/methodology/approach Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores. Findings The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score. Research limitations/implications This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences. Practical implications It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.” Originality/value This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

Literary Tourism

2022 ◽  
pp. 37-52
Author(s):  
Ozan Atsız ◽  
Selman Temiz
Keyword(s):  
Qualitative Research ◽  
Content Analysis ◽  
Online Reviews ◽  
Future Research ◽  
Research Approach ◽  
Literary Context ◽  
Literary Tourism ◽  
Main Components ◽  
Literary Experience ◽  
Practical Implications

This chapter aims at understanding travelers' literary experience in “The Museum of Innocence,” which is known as a museum based on a book that was written by Orhan Pamuk. To reach the purpose, a qualitative research approach was adopted in this study, and online reviews posted by visitors of the museum were used to explore the main components of their experience in a literary context. The collected data was examined through content analysis. As a result of analysis, visualization, a sense of nostalgia, awe, and memorable components were revealed. These components were interpreted in different ways by visitors. Theoretical and practical implications were provided as well as limitations for future research lines.

scholarly journals Differential Effects of the Valence and Volume of Online Reviews on Customer Share of Visits: The Case of US Casual Dining Restaurant Brands

2020 ◽  
Vol 12 (13) ◽  
pp. 5408 ◽  
Author(s):  
Jooa Baek ◽  
Yeongbae Choe
Keyword(s):  
Online Reviews ◽  
Purchase Decisions ◽  
Check Size ◽  
Differential Effects ◽  
Customer Reviews ◽  
Casual Dining ◽  
Online Customer Reviews ◽  
Casual Dining Restaurant ◽  
Source Of Information ◽  
The Ideal

Online customer reviews increasingly influence customer purchase decisions. Indeed, many customers have highlighted the significance of online reviews as an influential source of information. This study reports an investigation of the differential effects of online reviews, such as valence and volume, on the customer share of visits. Our findings suggest that valence (i.e., star rating) had more effect, giving a higher average check size to restaurants on the share of visits, while number reviews (volume) did not drive the share of visits to restaurants regardless of the average check size. Therefore, the ideal for casual dining restaurant brands would be to manage highly positive ratings to retain their customers.

Sign consumption and sign promotion in visitor attractions

2019 ◽  
Vol 31 (4) ◽  
pp. 1937-1955 ◽  
Author(s):  
Pavlos Paraskevaidis ◽  
Adi Weidenfeld
Keyword(s):  
Design Methodology ◽  
Brand Image ◽  
Online Reviews ◽  
Visitor Experience ◽  
Content Type ◽  
Customer Reviews ◽  
Symbolic Meanings ◽  
Destination Brand ◽  
Visitor Attractions ◽  
Practical Implications

PurposeDrawing upon Baudrillard’s concept of sign-value, this study aims to investigate consumer behavior and sign perception in visitor attractions.Design/methodology/approachBy adopting netnography, 133 customer-to-customer reviews sourced from TripAdvisor were analyzed regarding visitors’ online post-visit impressions.FindingsThe findings reveal that netnography contributes to a deeper understanding of sign consumption and sign promotion and examines how visitors attribute symbolic meanings to their experience in Titanic Belfast.Practical implicationsThe findings show that the co-creation and reevaluation of the visitor experience through consumers’ online reviews should be taken into account by both managers and marketers. Furthermore, advertising should avoid creating excessive expectations to visitors to decrease the possibility of negative disconfirmation, which can be easily and instantly spread online. Another implication concerns the winning awards of visitor attractions, hotels and restaurants of a destination which may be used as a basis of co-branding marketing campaigns to enhance destination brand image.Social implicationsThis study continues the debate on the commodification of the visitor experience and the commercialization of visitor attractions.Originality/valueThis paper provides better understanding of sign-value, sign consumption and sign promotion in the visitor attraction sector.

Managing Customer Reviews for Value Co-creation: An Empowerment Theory Perspective

2019 ◽  
Vol 59 (5) ◽  
pp. 792-810 ◽  
Author(s):  
Hakseung Shin ◽  
Richard R. Perdue ◽  
Mario Pandelaere
Keyword(s):  
Online Reviews ◽  
Customer Engagement ◽  
Online Review ◽  
Empowerment Theory ◽  
Customer Reviews ◽  
Online Consumer ◽  
Service Experiences ◽  
Practical Implications ◽  
Knowledge Value

Tourism provides myriad opportunities for customer engagement and value co-creation, especially in online communities. This research analyzed the role of empowerment in the tourist knowledge value co-creation process in online review contexts. Using scenario-based, between-subjects experimental designs, three studies were conducted using online consumer samples to examine the effects of hotel response personalization and online review valence on empowerment and intention to co-create knowledge value for both previous and prospective hotel guests. The studies find that online reviewers (previous guests) are more empowered when they receive a personalized response and when they have positive service experiences. The effect of hotel response personalization on empowerment is stronger in negative as compared to positive review scenarios. Empowerment mediates the effect of personalization on intentions to co-create knowledge value. The same effects exist for prospective guests who read online reviews and hotel responses. Theoretical and practical implications are discussed.

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