Interconnectedness between online review valence, brand, and restaurant performance

Wang, Yiqi; Kim, Jewoo

doi:10.1016/j.jhtm.2021.05.016

Cited by 16 publications

(7 citation statements)

References 48 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Online reviews have been used as secondary data in many areas of marketing applications, ranging from pricing [41] to brand management [42]. With the widespread use of Web 2.0 in recent years, online customer reviews have been suggested as an alternative method for assessing ASQ, as passengers express their opinions more frequently about service providers (i.e., airports) [28,40].…”

Section: Online Passenger Reviewsmentioning

confidence: 99%

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

View full text Add to dashboard Cite

Delivering high-quality service to passengers can be critical for an airport’s survival, competitiveness, profitability, and long-term growth in a highly competitive environment. The present study aims to examine the relationship between airport service attributes and passenger satisfaction. To this end, we conducted multi-method research consisting of symmetric (multiple regression analysis—MRA) and asymmetric (necessary condition analysis—NCA) approaches. The research data consists of 1463 valid online reviews (n = 1463) of the top 50 busiest airports in Europe retrieved from Skytrax. The MRA was employed to examine the net effect of the eight airport service attributes on passenger satisfaction, while the NCA was used to explore the necessary conditions and level of necessity to achieve passenger satisfaction. Using MRA, the findings reveal that airport staff is the most influential predictor of passenger satisfaction, whereas airport shopping and airport Wi-Fi connectivity do not have a significant effect on passenger satisfaction. Moreover, the NCA results found that six of the eight conditions are necessary to achieve passenger satisfaction at the airport. To complement and comprehend the findings, this study also sheds light on the antecedents underlying airport passenger satisfaction in the post-COVID-19 era using NCA.

show abstract

Section: Online Passenger Reviewsmentioning

confidence: 99%

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

et al. 2022

View full text Add to dashboard Cite

show abstract

“…As stated by Law et al ( 2010) [112] a benchmarking approach combines user perceptions with website performance to help owners identify the strengths and weaknesses of their own websites. Online reviews have been used as secondary data in many areas of marketing applications, ranging from pricing to brand management [66,115,116]. Passengers share their service experiences on online platforms such as Trip Advisor and Skytrax.…”

Section: Recent Airport Website Benchmarking Resultsmentioning

confidence: 99%

The World Airport Awards as a Quality Distinctive and Marketing Tool for Airports

Florido-Benítez

2022

JAOAM

View full text Add to dashboard Cite

This study aims to analyze the World Airport Awards as a quality distinctive and marketing tool by airports. It is a benchmarking study, and it uses secondary data from Skytrax, World Airport Awards, Airports Council International, International Air Transport Association, airport official websites and apps, App Store, and Google Play, to support research results. The method includes airport website benchmarking, communication, and marketing strategies by airports with the aim of analyzing the degree of utilization of the prize awarded by Skytrax. The study’s findings indicate that when an airport wins the Skytrax’s prize or it is positioned very good in the Skytrax’s ranking, this airport cites the achievement on its official app and website, with the aim of advertising and promoting the quality services and brand image worldwide. Furthermore, this study demonstrates that there is a high correlation between airport ranking and digital channels usage like airport’s website.

show abstract

“…Nizam (2017) further identified sound marketing strategies as key, especially for small independent restaurants which are especially vulnerable to failure. In addition, effectively involving consumers and catering to their preferences and needs is critical to drive the restaurant companies' growth (Wang & Kim, 2021) considering that restaurants are market-driven and rely heavily on consumers' experiences and perceptions. Given the importance of customers' experiences in restaurants, Cant and Erdis (2012) performed an exploratory study using a survey to identify restaurant-related success factors from consumers' points of view.…”

Section: Survival/failure In the Restaurant Industrymentioning

confidence: 99%

Restaurant survival prediction using customer-generated content: An aspect-based sentiment analysis of online reviews

et al. 2023

Tourism Management

View full text Add to dashboard Cite

Interconnectedness between online review valence, brand, and restaurant performance

Cited by 16 publications

References 48 publications

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews

The World Airport Awards as a Quality Distinctive and Marketing Tool for Airports

Restaurant survival prediction using customer-generated content: An aspect-based sentiment analysis of online reviews

Contact Info

Product

Resources

About