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The hygiene factor is always imperative when customers consider a certain restaurant, and the information contained in customer reviews can be an efficient approach to gauge a restaurant's hygiene during gaps in the official inspection. Therefore, the purpose of this study was to investigate whether information obtained from online reviews could predict the upcoming hygiene rating, specifically, evaluating the impact of both qualitative and quantitative content of reviews on the restaurant hygiene rating.

The quantitative research method with big data analytic techniques was applied in this study. In total, 127,656 pieces of data collected from 1,710 restaurants in four major cities in the USA were used in the analysis. Both quantitative factors (i.e. reviewer's numerical rating, days to review, readability, useful/funny/cool) and qualitative factors (i.e. eight emotional dimensions of textual reviews) were analyzed from the online customer reviews and considered in predicting the restaurant's hygiene rating.

Six out of eight emotional dimensions including anger, disgust, fear, sadness, surprise and trust were identified as having significant influences on the restaurant hygiene ratings. While three quantitative variables including days to review, readability and usefulness were identified with significant impacts on the dependent variable of restaurant hygiene rating.

This study opens an avenue for innovative research that establishes a connection between customers' reviews and restaurants' inspection systems. The results allow restaurants to predict an impending hygiene inspection rating upon dynamic assessment of review content and aid in adjusting hygiene measures accordingly.

The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi service on three different types of restaurants (coffee shops, fast-food restaurants and casual dining restaurants). Furthermore, this study examines the similarities and differences that exist cross-culturally between Americans and Koreans.

A total number of 480 questionnaires were collected to empirically test the study model. A factor analysis that used a principal components analysis with varimax rotation was performed to condense the loyalty items into a few underlying constructs, and the Cronbach’s alpha was checked to test for reliability. A multiple regression analysis and t-test were performed to test the study hypotheses.

The results show that Wi-Fi service has a significant impact on millennials’ loyalty behavior on all three types of restaurants in this study. However, the differences between Americans and Koreans on how they perceive the Wi-Fi services turned out to be significant only for coffee shops.

The authors used a non-probability convenience sampling method for data collection. The findings cannot be generalized to other types of restaurants, such as fine dining and luxury restaurants. Although the results indicate a positive relation between Wi-Fi usage and a customer’s loyalty, loyalty is a multifaceted concept where a variety of factors, such as frequency or convenience can have an impact.

The findings should encourage marketers in the restaurant industry to use Wi-Fi as a value-added service for their customers.

There are limited studies on how significant Wi-Fi service is for the hospitality industry, and in particular, for restaurants. This study builds on the scholarship of Cobanoglu et al. (2012) on the value of the customer loyalty by providing new insights into customers’ views on Wi-Fi service in the restaurant industry.

论Wi-Fi服务对millennials饭店顾客的影响

摘要

研究目的 –本论文旨在探索Wi-Fi服务如何影响Millennial顾客的饭店忠诚度。此外, 本论文还研究了三种不同类型饭店的Wi-Fi服务（咖啡店、快餐店、以及休闲美食饭店Casual Dining）。本论文还比较美国人和韩国人在饮食跨文化上面的相似与差异。

研究样本为480份实际消费问卷。本论文采用因子分析法中的主成分分析和最大方差旋转方式来缩减忠诚度量表题项。本论文采用Cronbach’s alpha来检测量表可靠性, 采用多元回归分析和t-test来验证研究假设。

研究结果表明Wi-Fi服务对Millennial顾客忠诚行为在三种类型饭店中都具有显著影响。然而, 美国顾客和韩国顾客对Wi-Fi服务的差异只有在咖啡店方面有显著不同。

酒店行业中关于Wi-Fi服务影响的文章少之又少。本论文建立在Cobanoglu et al. （2012）研究基础上, 进一步对顾客忠诚度价值进行分析, 为饭店业Wi-Fi服务的顾客见解方面研究做出突出贡献。

跨文化 顾客忠诚度 饭店业 Millennials Wi-Fi

The purpose of this study is to explore how emotions felt by the public during a crisis influenced consumer loyalty intention and negative word-of-mouth (WOM). Considering the context-specific nature of emotions, the existing crisis emotions were further validated in a product consumption situation. Drawing on the theories of attribution and social sharing, a conceptual model, positing that crisis-specific emotions [attribution-independent, external-attribution-dependent (EAD) and internal-attribution-dependent (IAD) emotions] influenced negative WOM through behavioural intention, was constructed and empirically tested.

Data was collected from 240 Vietnamese consumers by using a scenario-based survey related to a fictional milk crisis.

The study findings showed that all but one crisis emotion had negative effects on both WOM and loyalty intention. Of these emotions, EAD and IAD were the strongest predictors of negative WOM and behavioural intention, respectively. It was also found that all crisis emotions significantly affected negative WOM through behavioural intention.

Although some efforts have been made to identify crisis emotions, the validity of the existing scales have not been affirmed in other crises related to product consumption situations. The results of the present study, thus, made contributions by enhancing an understanding of crisis emotions and their impacts on consumer loyalty intention and WOM communications.

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.

Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement.

For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.