scholarly journals Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach

2015 ◽  
Vol 1 (2) ◽  
pp. 9
Author(s):  
Ramazan Göral ◽  
Simge Tokay
Keyword(s):  
Service Providers ◽  
Integrated Approach ◽  
Environment Interaction ◽  
Customer Reviews ◽  
Customer Feedback ◽  
Expert Opinions ◽  
The People ◽  
Online Customer Reviews ◽  
Food And Beverage

In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.

scholarly journals Online Customer Reviews on Restaurants and Expert Opinions: An Integrated Approach

2015 ◽  
Vol 2 (1) ◽  
pp. 9 ◽  
Author(s):  
Ramazan Göral ◽  
Simge Tokay
Keyword(s):  
Service Providers ◽  
Integrated Approach ◽  
Environment Interaction ◽  
Customer Reviews ◽  
Customer Feedback ◽  
Expert Opinions ◽  
The People ◽  
Online Customer Reviews ◽  
Food And Beverage

In recent years, online customer reviews have been widespread and it has been taken into account in the point of the decision by the people. Resources which create a virtual environment interaction are developing with the user reviews and ratings and it is increasingly gaining importance for both customers and tourism businesses. Customers, who are evaluating food and beverage consumption as an experience and looking at truelife experiences when deciding which experience to lives, are more increasingly using online resources serving sector. These platforms provide the customers the opportunity of dialoguing among them and provide information while they provide feedback for the improvements for the service providers they need to do. Because of these properties, researchers argue online customer reviews and they express that services restaurant could offer and the quality of them could be compared better by using customer feedback. However, customer review system has been criticized. The point critics pointed is the difficulty of verification reviews and deficiencies in impartiality point. An integrated approach is proposed in this study. Online customer judgments assessing the food and beverage business and expert opinions underlie the integrated approach. For this purpose, the data obtained from TripAdvisor website and expert reviews will be integrated with Analytical Hierarch Process (AHP) method. In the study, restaurants which take place in Turkey’s biggest tourist areas in four provinces and locating in the top 10 according to customer rewievs on TripAdvisor website are evaluated. Then, arithmetical average of the aggregated customer ratings relating to these restaurants and the integration of assessment of experts providing training in food and beverage area are ensured. Consequently, these four provinces’ rank is determined by an integrated approach in terms of restaurants.

scholarly journals “Pembebasan” Etos Akuntabilitas Anggaran Daerah: Sebuah Analisis Kritis Habermasian Atas Kolonisasi Lifeworld

2017 ◽  
Vol 19 (1) ◽  
pp. 132
Author(s):  
Ridho Muhammad Purnomosidi ◽  
Ari Kamayanti ◽  
Iwan Triyuwono
Keyword(s):  
Quality Of Service ◽  
Public Management ◽  
New Public Management ◽  
Service Providers ◽  
Public Accountability ◽  
Public Discussion ◽  
The Public ◽  
The People ◽  
Responsibility Of Government

The aim of this study is to desing a construct of public accountability concept that is independent of lifeworld colonization brought by the concept of New Public Management. This study emphasize its analysis on process-oriented accountability and one that liberates public communication. This study will shed a light on process responsibility, one that is not limited to information presentation but more than that, as a moral responsibility of government executive. In this study, I approach the problem through the eyes of Habermas’s critical perspective. Using Habermas's approach, I want to understand the colonization of accountability lifeworld in society. In relation to budget accountability issues, public discussion space would be the main issue.The findings of this study is that accountability, judging from the quality of service delivery, has eroded its meaning. That is, the service providers have not been able to give an adequate account for the service that they are doing, such as trying to produce a quality of service according to the wishes of the people. Therefore, the current accountability process still needs improvement, so that public officials providing service would have a sense of public responsibility when providing services to the public. Public accountability of service provided appears to disregard public discussion space that creates equality in determining what is needed and what is given to the public.

scholarly journals UPAYA RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu Restoran Dave Kitchen di Yogyakarta

2018 ◽  
Author(s):  
Daisy Christiana Santoso
Keyword(s):  
Quality Of Care ◽  
Service Provider ◽  
Service Providers ◽  
Tourism Industry ◽  
Quality Of Services ◽  
The World ◽  
Food And Beverage ◽  
Independent States ◽  
Unit Analysis

ABSTRACRestaurant or caffee is part of tourism industry that played a role as service providers food and beverage for people who were far from home. The customer’s need of value service pushing the service provider of food and beverage to get involved in the competition and won them all. Any activities of the restaurant must be focused on management efforts to provide the performances of service that exceed expectations of customers. These efforts can be done through the development of the quality of care with consists of reability, responsibility, assurance, empathy, and tangibles. Based on the above description, then done reseacrh on the strategy the development of the quality of services to the satisfaction of customers. Unit analysis of this research are the guests who has ever been and making purchases at Dave Kichen. Methods used in this study is the method of observation, interview and documentation. The analysis of data used is the analysis of qualitative to see the influence of a variable is independent of variable dependent. The analysis is shown by those independent states (in the world service) to variable dependent (reward customers). These other factors that arent pursuing.

Testing the SmartMunk's Story.ly App for the Analysis of Online Customer Reviews on Face Masks

2021 ◽  
pp. 90-116
Author(s):  
Arabela Briciu ◽  
Cristian-Laurențiu Roman ◽  
Victor-Alexandru Briciu
Keyword(s):  
Text Analysis ◽  
User Satisfaction ◽  
Product Reviews ◽  
Online Application ◽  
Customer Reviews ◽  
Customer Feedback ◽  
Specialized Software ◽  
Online Customer Reviews ◽  
Qualitative Part ◽  
Software Measures

This chapter aims to present the process of selecting and analyzing a number of reviews using a software solution (an online application) created specifically for text analysis and extracting user sentiment. This software measures the level of user satisfaction, analyzing product reviews and taking into account the qualitative part of the content generated by users. Analyzing online customer reviews with the help of specialized software can help both companies and other users. The software can also help us reach a conclusion regarding the analysis of reviews and customer feedback on products or services. This study can also be useful for customers or buyers who want to know the opinion of others about a product, having the opportunity to differentiate between positive and negative reviews.

Reacting to negative online customer reviews

2019 ◽  
Vol 29 (4) ◽  
pp. 401-414 ◽  
Author(s):  
Rico Piehler ◽  
Michael Schade ◽  
Ines Hanisch ◽  
Christoph Burmann
Keyword(s):  
Hospitality Industry ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Industries ◽  
Content Type ◽  
Customer Reviews ◽  
Online Customer Reviews ◽  
Reduction Methods ◽  
Hotel Managers ◽  
Potential Customers

Purpose The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach The scenario-based online experiment with 306 participants investigates the effects of explanation and compensation on potential customers’ purchase intentions in the hotel segment of the hospitality industry. Findings The results reveal that combining an explanation with compensation is the most effective management response; providing neither an explanation nor compensation is the least effective. The effects of management responses that entail providing only an explanation or compensation do not differ significantly. Research limitations/implications Continued research should investigate the effects of specific accommodative management responses in other service industries and other cultural settings and consider different kinds of explanations and compensation. Practical implications Hotel managers in the hospitality industry should reply to negative online customer reviews by combining an explanation with compensation. Service providers that currently lack structures and procedures to identify service failures and their causes or that cannot take corrective actions should provide compensation. Service providers that currently have limited financial resources should provide explanations. Originality/value This study analyses the effects of explanation and compensation on potential customers’ purchase intentions. In addressing the effects on potential customers, instead of on complainants, the conceptual framework represents a novel combination of management responses from service recovery research with signalling theory, the search-experience-credence framework and risk reduction methods.

scholarly journals Perlindungan Konsumen dan Kualitas Pelayanan Transportasi Online di Kota Tangerang Selatan

Wajah Hukum ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Pendi Ahmad ◽  
Bima Guntara ◽  
Dadang Dadang
Keyword(s):  
Consumer Protection ◽  
Service Providers ◽  
The South ◽  
Transportation Services ◽  
The Public ◽  
The People ◽  
Transportation Service ◽  
The Republic ◽  
The Times

The development of the times and the rapid pace of globalization that is getting faster make humans need adequate transportation facilities so that a technology in the field of online-based transportation has developed using an application via a smartphone. Based on the Regulation of the Minister of Transportation of the Republic of Indonesia Number 118 of 2018 concerning the Administration of Rental Vehicles and Regulation of the Minister of Transportation Number 12 of 2019 concerning Safety Protection of Motorbike Users Used in the Interest of the Community, online transportation is now a new and alternative breakthrough in fulfilling the needs of the public. do not have private vehicles as happened to the community in South Tangerang City. However, the presence of online transportation in the community forgets something that is so important, namely its protection as a consumer. This study aims to determine consumer protection for users of online transportation services in South Tangerang City according to Law Number 8 of 1999 concerning Consumer Protection and to determine the quality of online transportation services in South Tangerang City. The research method uses qualitative methods using an empirical juridical approach. Data samples were taken from key informants such as PT. Karya Anak Bangsa (Go-Jek) Application, PT. Indonesian Transportation Solutions (Grab), online transportation drivers, and of course the people of South Tangerang City who are directly involved in the implementation of consumer protection and service activities on online transportation in South Tangerang City. Meanwhile, the supporting informants in this study were the South Tangerang City Police and the South Tangerang City Transportation Agency as government agencies that indirectly knew about consumer protection and the quality of online transportation services in South Tangerang City. The results of the study found that consumer protection for online transportation users in South Tangerang City was quite good, this can be seen from the results of interviews with online transportation service providers such as Gojek and Grab that have implemented SOPs (Standard Operational Procedures) when consumers experience losses both formal and material and also There are no reports from the public to the South Tangerang Police who feel aggrieved as a consumer of online transportation. In addition, the quality of online transportation services in South Tangerang City is quite good, but there are still some consumer complaints such as the driver asking to be canceled, the driver canceling unilaterally, the driver coming too long to pick up, the driver using a different vehicle, and the time to arrive at a different destination. longer than the estimated time in the application.

How to prevent negative online customer reviews: the moderating roles of monetary compensation and psychological compensation

2020 ◽  
Vol 32 (10) ◽  
pp. 3115-3134 ◽  
Author(s):  
Jun Liu ◽  
HengJin Zhang ◽  
JingJing Sun ◽  
NingXin Li ◽  
Anil Bilgihan
Keyword(s):  
Service Recovery ◽  
Online Reviews ◽  
Content Type ◽  
Customer Reviews ◽  
Monetary Compensation ◽  
Beverage Industry ◽  
Online Customer Reviews ◽  
Recovery Strategies ◽  
Food And Beverage ◽  
Online Rating

Purpose This paper aims to clarify the effects of motivations on negative online customer reviews (OCRs) behavior in an integrative framework and to identify the moderating role of monetary compensation and psychological compensation in the Chinese food and beverage industry. Design/methodology/approach Data were collected from 377 consumers who posted a negative review online. Hierarchical regression analyses were used to test the research hypotheses. Findings The authors identified some characteristics of the consumers who posted negative online reviews in the Chinese food and beverage industry and found evidence that reveals the positive effects of emotional venting motivation and altruism motivation on posting negative customer online reviews. Economic motivation and self-enhancement motivation were not significantly connected to negative OCRs behaviors. Service recovery strategies can moderate the relationship between certain motivations and behaviors. The absence of psychological compensation will aggravate the influence of emotion venting motivation on consumers’ negative online reviews, while monetary compensation can restrain the influence of altruism motivation on negative online rating behavior. Research limitations/implications This paper did not explore the effect of the fairness and timeliness of service recovery on negative OCRs behavior. This paper did not consider the different restaurant types and customers' characteristics, and future research can test similar models with different and more diverse samples. Practical implications When implementing service recovery strategies, it is important to consider the psychological component of recovery. The absence of psychological compensation aggravates the influence of high levels of emotion venting motivation on consumers’ negative OCRs, leading to a lower rating, more word comments and negative photos. High levels of monetary compensation can restrain the influence of altruism motivation on negative online rating behavior. Originality/value The current paper contributes to the hospitality management literature by investigating the motivations behind consumer decisions to post negative OCRs in a food and beverage context. In addition, the moderating effect that service recovery strategies have on this relationship was also explored in depth.

scholarly journals Determining the Relationships between Price and Online Reputation in Lodgings

2019 ◽  
Vol 9 (3) ◽  
pp. 53 ◽  
Author(s):  
Manuel Rodríguez-Díaz ◽  
Crina Rodríguez-Voltes ◽  
Ana Rodríguez-Voltes
Keyword(s):  
Quality Of Service ◽  
Quadratic Functions ◽  
Added Value ◽  
Customer Reviews ◽  
International Scope ◽  
Tourist Destinations ◽  
Online Customer Reviews ◽  
Competitive Prices ◽  
Online Reputation

Currently, lodgings’ competitiveness depends on pricing, based on the online reputation measured by quantitative scales of variables. The purpose of this article is to analyze the different prices set by lodgings by season in relation to the variables that measure their online reputation. This is an essential aspect in determining prices competitively in a constantly changing market. The study analyzes the offer of three tourist destinations (Gran Canaria and Tenerife in Spain and Agadir in Morocco) and online customer reviews on the quality of service, value, and added value obtained from Booking.com. Bivariate regressions with different functions were carried out to determine which one best matches these variables to the prices. The results show that added value has the greater relationship with prices. The cubic and quadratic functions have the best fit between quality of service and added value with regard to lodging prices. Based on the results obtained, it is possible to determine the most competitive prices lodgings can set depending on the quality of service and the added value offered to customers. To the extent that destinations from different countries are analyzed, the research reaches an international scope that is in line with the competitive reality of the tourism market.

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