Effective restaurant rating scale development and a mystery shopper evaluation approach

Mapping the popularity of urban restaurants using social media data

“…Recognizing the importance of CRWs, scholars have conducted a number of case studies (Liu et al, 2014;Lu, Ba, Huang, & Feng, 2013;Park & Nicolau, 2015;Vermeulen & Seegers, 2009;Ye, Law, Gu, & Chen, 2011;Zhang, Ye, Law, & Li, 2010). Prior studies generally focused on the fields of tourism and hospitality, and discussed the effect of online reviews from two aspects: the consumer decisionmaking process and the product scales.…”

“…Prior studies generally focused on the fields of tourism and hospitality, and discussed the effect of online reviews from two aspects: the consumer decisionmaking process and the product scales. It was consistently found that purchase decisions and company revenues were both significantly influenced by the characteristics of review providers (e.g., expertise level and identity disclosure) and those of online reviews (e.g., information richness and star ratings) (Duan, Gu, & Whinston, 2008;Litvin, Goldsmith, & Pan, 2008;Liu et al, 2014;Zhang et al, 2010). For example, consumers usually perceive that extreme negative or positive ratings are useful than moderate ratings (Zhang et al, 2010).…”

“…In the dining segment, past literature generally agreed that food, service, price, location, and environment were the key aspects in restaurant rating (Zhang, Zhang, & Law, 2014). Some studies also discussed the limitations of the world-renowned restaurant rating guides and developed a more effective rating scale (Liu et al, 2014). Evidence has revealed that online reviews were significant contributors to PUR, as the potential consumers are connected with many other diners by CRWs (Zhang et al, 2010).…”

“…It is of great practical significance to screen and recommend the most popular restaurants to consumers, as dining is important to every urban dweller. Consumer review website (CRW) has emerged as an active social media platform in catering and tourism industry (Liu, Su, Gan, & Chou, 2014;Ogut & Tas, 2012;Park & Nicolau, 2015). It is estimated that 60% of consumers rely on online reviews and ratings when making purchase decisions (Smith, 2013).…”

“…The Zagat Restaurant Survey in the USA and Dianping.com in China are noteworthy examples of CRWs. The Zagat Survey (conducted in 1979) has become one of the most trusted restaurant rating systems globally (Liu et al, 2014;Zagat, 2007). Dianping.com was established in 2003 following the model of the Zagat survey.…”