Satisfaction dimensions influencing consumers’ behavioral intentions through structural topic modeling analysis of restaurant reviews

Abstract

Purpose This study aims to identify the impact of affective components on behavioral intentions applying electronic word of mouth (eWOM) and is based on the “cognitive–affective–conative” model. EWOM allows researchers to get new insights about consumers’ behavior and explores new patterns of consumers’ decision-making processes. Design/methodology/approach This study is based on the theory of planned behavior (Ajzen, 1991), doubled with “cognitive–affective–conative” model (Oliver, 2014). This study applies structural topic modeling to examine the impact of satisfaction dimensions from all the Tripadvisor reviews on consumer behavioral intentions. The research sample covers all restaurants located in St. Petersburg (n = 10,424) and all consumers’ reviews (n = 286,642). Findings In this study, the dimensions of the affective component were identified. The results demonstrate that dimensions of the affective component (food quality, service quality, atmosphere and cost fairness) affect behavioral intention (willingness to share positive emotions). In total, 20 topics, forming these dimensions, have been indicated. Consumers tend to pay more attention toward food quality and restaurant staffs’ work when they are willing to share positive emotions and tend to point out auxiliary service when they have less willingness to share positive emotions. Random restaurant visits tend to increase the willingness to share positive emotions. Originality/value Research originality lies in a new methodological approach which is based on text mining techniques. To the best of the authors’ knowledge, this study is the first attempt to examine consumer behavior through the lens of the “cognitive–affective–conative” model based on eWOM and covers all businesses in the specific economic sphere. This has allowed the researchers to reveal new dimensions of consumer behavior and brought more insights into the consumers’ decision-making process.

Unveiling the Attractiveness of Urban Destinations in the Context of Cuisine

“…The research data were retrieved from Tripadvisor, a leading online travel and tourism website. The site acts as a hub for social science researchers in retrieving data from travelers to different destinations with different experiences in different languages (Burkov and Gorgadze, 2023;Nowacki, et al, 2023;Arslan, 2023;Toker 2019). Therefore, a total of 450 user reviews until 20.11.2023 on restaurant X, which is considered the best in the city, were obtained from Tripadvisor.…”

Motivations toward Electronic Word-of-Mouth Sending Behavior Regarding Restaurant Experiences in the Millennial Generation

“…This is because consumers have the convenience of sharing their shopping experiences and thoughts at the time and place that is most convenient for them [55]. Ease of access and sharing perceptions highlight the importance of understanding motivations to write EWOM, especially in the context of restaurants and among the Millennial generation [56][57][58].…”

From text to insights: understanding museum consumer behavior through text mining TripAdvisor reviews

“…TripAdvisor has been chosen as a source of data for several reasons. It is a popular platform for online reviews among travelers (Filieri, Alguezaui, & McLeay, 2015); considered a reliable data source to study consumer experience (Han, 2021) and is widely used in research (Burkov et al, 2023; Mandić et al, 2020; Rahimi, Thelwall, Okumus, & Bilgihan, 2022). According to Statista, TripAdvisor is one of the most popular travel websites worldwide.…”

“…Aggregator websites, including TripAdvisor, have become a powerful tool not only for manual search for reviews and recommendations but also for satisfaction measurement, as ratings on aggregator websites may be used as a satisfaction label (Radojevic et al, 2015). Based on the theory of planned behavior and the "cognitive-affective-conative model," reviews may be considered as a source of certain dimensions and actions (willingness to share positive emotions), as writing a review itself may be considered such an action (Burkov et al, 2023).…”

“…TripAdvisor is indicated as a reliable source for studying and understanding user experience (Han, 2021). Existent research based on this platform is mainly based on hotels (Lee, Cai, DeFranco, & Lee, 2020; Wong, Rasoolimanesh, & Pahlevan Sharif, 2020; Xiang, Du, Ma, & Fan, 2017) and restaurants (Aktas-Polat & Polat, 2022; Burkov, Gorgadze, & Trabskaia, 2023; Mandić, Pivčević, & Petrić, 2020), but the field for other spheres, including museums, has already been indicated (Guo & Zhou, 2016; Han, 2021; Zhao, Xu, & Wang, 2019). People are increasingly sharing information about their consumer experience and user-generated content (UGC) has become a major feature of the consumer purchasing decision-making processes (Carvão, 2010).…”