To read this content please select one of the options below:

Satisfaction dimensions influencing consumers’ behavioral intentions through structural topic modeling analysis of restaurant reviews

Ivan Burkov (HSE University, Saint-Petersburg, Russia)
Aleksei Gorgadze (School of Economics and Business Administration, University of Tartu, Tartu, Estonia and HSE University, Saint-Petersburg, Russia)
Iuliia Trabskaia (School of Economics and Business Administration, University of Tartu, Tartu, Estonia)

Consumer Behavior in Tourism and Hospitality

ISSN: 2752-6666

Article publication date: 7 March 2023

Issue publication date: 24 May 2023

584

Abstract

Purpose

This study aims to identify the impact of affective components on behavioral intentions applying electronic word of mouth (eWOM) and is based on the “cognitive–affective–conative” model. EWOM allows researchers to get new insights about consumers’ behavior and explores new patterns of consumers’ decision-making processes.

Design/methodology/approach

This study is based on the theory of planned behavior (Ajzen, 1991), doubled with “cognitive–affective–conative” model (Oliver, 2014). This study applies structural topic modeling to examine the impact of satisfaction dimensions from all the Tripadvisor reviews on consumer behavioral intentions. The research sample covers all restaurants located in St. Petersburg (n = 10,424) and all consumers’ reviews (n = 286,642).

Findings

In this study, the dimensions of the affective component were identified. The results demonstrate that dimensions of the affective component (food quality, service quality, atmosphere and cost fairness) affect behavioral intention (willingness to share positive emotions). In total, 20 topics, forming these dimensions, have been indicated. Consumers tend to pay more attention toward food quality and restaurant staffs’ work when they are willing to share positive emotions and tend to point out auxiliary service when they have less willingness to share positive emotions. Random restaurant visits tend to increase the willingness to share positive emotions.

Originality/value

Research originality lies in a new methodological approach which is based on text mining techniques. To the best of the authors’ knowledge, this study is the first attempt to examine consumer behavior through the lens of the “cognitive–affective–conative” model based on eWOM and covers all businesses in the specific economic sphere. This has allowed the researchers to reveal new dimensions of consumer behavior and brought more insights into the consumers’ decision-making process.

Keywords

Citation

Burkov, I., Gorgadze, A. and Trabskaia, I. (2023), "Satisfaction dimensions influencing consumers’ behavioral intentions through structural topic modeling analysis of restaurant reviews", Consumer Behavior in Tourism and Hospitality, Vol. 18 No. 2, pp. 200-214. https://doi.org/10.1108/CBTH-06-2022-0126

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

Related articles