Identification of Delighters and Frustrators in Vegan-friendly Restaurant Experiences via Semantic Network Analysis: Evidence from Online Reviews

IF 2.9 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality & Tourism Administration Pub Date : 2021-09-17 DOI:10.1080/15256480.2021.1981186

M. Oh, Frank Badu Baiden, S. Kim, Joseph Lema

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引用次数: 13

Abstract

ABSTRACT The purpose of this paper is to provide an understanding of vegan-friendly restaurant customers’ experiences by investigating the “delighters” and “frustrators” characteristics. A qualitative approach is used to examine the semantic networks of vegan-friendly restaurant customers’ online reviews. Results indicate that salient factors which delight vegan-friendly restaurant customers relate to the attributes of vegan food and menus, social interaction, and unique characteristics of a vegan-friendly restaurant. By contrast, factors that frustrate vegan-friendly restaurant customers associate with perceived overpriced vegan foods, poor restaurant staff attitudes/negative service encounters, and hygiene issues. The results of this study have academic and practical implications through the use of an attribute performance model to understand the experiences of vegan restaurant customers. This research is an initial empirical attempt to thoroughly understand vegan-friendly restaurant experiences using big data.

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通过语义网络分析识别素食餐厅体验中的快乐者和快乐者：来自在线评论的证据

摘要本文的目的是通过调查“快乐者”和“沮丧者”的特征，了解素食友好型餐厅顾客的体验。采用定性方法来检验素食友好型餐厅顾客在线评论的语义网络。结果表明，取悦素食友好型餐厅顾客的显著因素与素食食品和菜单的属性、社交互动以及素食友好型餐馆的独特特征有关。相比之下，让素食友好型餐厅顾客感到沮丧的因素与人们认为价格过高的素食食品、餐厅员工态度不佳/负面服务遭遇以及卫生问题有关。通过使用属性-绩效模型来理解素食餐厅顾客的体验，这项研究的结果具有学术和实践意义。这项研究是利用大数据深入了解素食友好型餐厅体验的初步实证尝试。

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来源期刊

International Journal of Hospitality & Tourism Administration HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

6.30

自引率

8.60%

发文量

期刊介绍： The International Journal of Hospitality & Tourism Administration is an applied, internationally oriented hospitality and tourism management journal designed to help practitioners and researchers stay abreast of the latest developments in the field as well as facilitate the exchange of ideas. The journal addresses critical competency areas that will help practitioners be successful in this growing field now and into the future. An exciting and challenging international forum, the journal reflects current happenings and trends in the industry.