The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

Eunhye (Olivia) Park, Bongsug (Kevin) Chae, Junehee Kwon and Woo-Hyuk Kim
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Eunhye (Olivia) Park: School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Tsim Sha Tsui, Hong Kong, China
Bongsug (Kevin) Chae: Department of Management, Kansas State University, Manhattan, KS 66506, USA
Junehee Kwon: Department of Hospitality Management, Kansas State University, Manhattan, KS 66506, USA
Woo-Hyuk Kim: Department of Consumer Science, Incheon National University, Incheon 22012, Korea

Sustainability, 2020, vol. 12, issue 7, 1-20

Abstract: Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.

Keywords: green restaurant; user-generated content; customer satisfaction; topic modeling (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (14)

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