ABSTRACT

Customer satisfaction research is often undertaken quantitatively employing multi-item standard questionnaires. Instead, this study seeks to understand how restaurant customers themselves articulate their encounter satisfaction experiences from the user-generated content (UGC) reviews they post on TripAdvisor. UGC reviews for all fine dining restaurants in Stockholm are collected. Leximancer and Diction software are used in the analyses to determine the concepts and themes used by UGC reviewers to express their encounter satisfaction and to measure narrative force among customers expressing different levels of restaurant encounter satisfaction. Results indicate that customers who provide different satisfaction scores on TripAdvisor also post UGC that exhibits divergencies in the concepts and themes they use to communicate their experience. Additionally, narrative force is stronger among customers providing reviews exhibiting moderate and low satisfaction scores.

摘要

客户满意度研究通常采用多项目标准问卷进行定量研究。相反，本研究旨在了解餐厅顾客自己如何通过他们在 TripAdvisor 上发布的用户生成内容 (UGC) 评论来表达他们的用餐满意度体验。收集斯德哥尔摩所有高级餐厅的 UGC 评论。在分析中使用 Leximancer 和 Diction 软件来确定 UGC 评论者用来表达他们的遭遇满意度的概念和主题，并衡量表达不同级别餐厅遭遇满意度的顾客的叙事力。结果表明，在 TripAdvisor 上提供不同满意度分数的客户也会发布 UGC，这些 UGC 在他们用来交流体验的概念和主题上表现出差异。