Positive and Negative Word of Mouth about Restaurants: Exploring the Asymmetric Impact of the Performance of Attributes

Ziqiong Zhang, Zili Zhang, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

37 Citations (Scopus)

Abstract

This study examines the relationship between attribute performance of a restaurant and customers' positive and negative word of mouth (WOM). We present an analysis of 168,262 customer reviews, which consist of an overall rating of a dining experience, ratings of food, physical environment and employee service, and real expenditure for a meal, totally covering 1,542 Chinese restaurants on a restaurant guide website. The results indicate that the performance of attributes has an asymmetric impact on positive and negative WOM for the restaurant industry as well as for low-end and mid-to-high-end restaurants. Our results also show that, in most cases, there is a combined effect of two attributes on both positive and negative WOM.
Original languageEnglish
Pages (from-to)162-180
Number of pages19
JournalAsia Pacific Journal of Tourism Research
Volume19
Issue number2
DOIs
Publication statusPublished - 1 Feb 2014

Keywords

  • asymmetric
  • combined effects
  • restaurants
  • word of mouth

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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