Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings

IF 3.1 3区经济学 Q2 BUSINESS International Journal of Business Communication Pub Date : 2023-09-20 DOI:10.1177/23294884231200245

Matthew J. Baker, Brett Hashimoto

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Abstract

Online restaurant reviews contain expressions of customer expectations in prose as well as in star ratings that indicate overall customer satisfaction. In prose, one way customers communicate that expectations are or are not met is through a grammatical construction called adversative connectives (ACs) (i.e., constituents such as but, although, however, and even though). In the present study, we examine the relationship between star ratings and customers’ use of ACs by employing a combination of content analysis, mixed-effects models, and thematic analysis in a corpus of nearly 35,000 online reviews for restaurants located in the United States. The results reveal an important way customers communicate their (dis)satisfaction online. Specifically, the statistical modeling indicates that the ACs used and the content they emphasize have a significant relationship with star ratings. Restaurant owners can use these findings to focus on the most important information in customer reviews, especially when they are sifting through many reviews or through reviews for which no summative rating is provided.

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网上餐厅评论中顾客(不)满意的表达:敌对连接结构与星级的关系

在线餐厅评论包含了顾客期望的文字表达，以及表明顾客总体满意度的星级评价。在散文中，客户沟通期望是否得到满足的一种方式是通过一种称为对口连接词(ac)的语法结构(即，诸如but、although、however和even though等成分)。在本研究中，我们采用内容分析、混合效应模型和主题分析相结合的方法，对美国近35,000家餐馆的在线评论进行了研究，研究了星级评分与顾客使用ac之间的关系。研究结果揭示了顾客在网上表达他们(不)满意的一个重要方式。具体来说，统计模型表明，使用的ac和他们强调的内容与星级有显著的关系。餐馆老板可以利用这些发现来关注顾客评论中最重要的信息，特别是当他们筛选许多评论或没有提供总结性评级的评论时。

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来源期刊

International Journal of Business Communication Multiple-

CiteScore

7.70

自引率

14.30%

发文量

期刊介绍： The International Journal of Business Communication (IJBC) publishes manuscripts that contribute to knowledge and theory of business communication as a distinct, multifaceted field approached through the administrative disciplines, the liberal arts, and the social sciences. Accordingly, IJBC seeks manuscripts that address all areas of business communication including but not limited to business composition/technical writing, information systems, international business communication, management communication, and organizational and corporate communication. In addition, IJBC welcomes submissions concerning the role of written, verbal, nonverbal and electronic communication in the creation, maintenance, and performance of profit and not for profit business.