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

Cassar, Mario; Konietzny, Jirka; Caruana, Albert

doi:10.1080/15022250.2023.2194272

Cited by 3 publications

(2 citation statements)

References 83 publications

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“…Data collection started in March 2020, when the WHO (WHO, 2020) declared Covid-19 a pandemic. TripAdvisor, founded in 2000, is a top opinion site with 859 million reviews and 459 million monthly visits (Cassar et al , 2023). Following Ramos et al (2023) approach, mixed text mining and PLS-SEM methods were used to analyze restaurant reviews.…”

Section: Methodsmentioning

confidence: 99%

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Restaurant containment measures and perceived service quality: implications for future pandemics

Ribeiro,

Ramos,

Moro

2024

CBTH

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Purpose This study aims to identify the impact of restaurant pandemic mitigation measures on perceived service quality. Design/methodology/approach A total of 15,251 reviews were collected from 300 TripAdvisor Lisbon restaurant Web pages between March 2020 and December 2021, when Covid-19 contingency measures were in place. Grounded on the online reviews, a word frequency matrix was created and used as input on partial least squares–structural equation modeling to test the proposed hypotheses. Findings The results suggest that precaution measures, such as the Vaccination Certificate, negative tests and restaurant layout configuration, positively influenced perceived service quality and consumer satisfaction, moderated by consumers’ beliefs. Originality/value This study provides relevant information for restaurant managers, which will help them implement strategies to guarantee service quality, consumer satisfaction and revisit intentions in future pandemic scenarios.

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Section: Methodsmentioning

confidence: 99%

“…The expectation–disconfirmation theory posits that consumer satisfaction arises when product or service expectations are met or surpassed (Cassar et al , 2023). The gap between expectations and perceived quality determines it.…”

Section: Literature Reviewmentioning

confidence: 99%