![]() This distinction is crucial from the perspective of restaurant managers. The negative issue (i.e., noise, crowd, or cleanliness, respectively) is an aspect of the restaurant experience that may be mentioned in the review and then attributed by the readers to those tourists or the restaurant itself. For example, suppose the restaurant is visited by a group of tourists who may be too loud, make the place crowded, or leave it dirty. ![]() Consequently, customers who express their opinions on restaurants in the form of online reviews may mention aspects of their experience which result not from the restaurant’s operation but rather from the activity of other visitors. This subjectivity is especially important given that restaurant service is, by definition, based on co-consumption, i.e., eating out surrounded by other visitors is a key part of the restaurant experience. Ĭompared to expert-generated restaurant reviews, the consumer-generated ones may be perceived as more subjective. ![]() The existing literature deals with the mechanisms through which online restaurant reviews influence consumer behavior, identifying various factors like temporal, sensory, and explanatory cues contained in a review, as well as its length, readability, usefulness, and enjoyability. Those reviews are an abundant source of information for both marketers and consumers. Customer-generated online reviews of hospitality services, including restaurants, are omnipresent they are provided by various opinion-sharing platforms like, , and Google.
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