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Open AccessArticle

The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

1
School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Tsim Sha Tsui, Hong Kong, China
2
Department of Management, Kansas State University, Manhattan, KS 66506, USA
3
Department of Hospitality Management, Kansas State University, Manhattan, KS 66506, USA
4
Department of Consumer Science, Incheon National University, Incheon 22012, Korea
*
Authors to whom correspondence should be addressed.
Sustainability 2020, 12(7), 2843; https://doi.org/10.3390/su12072843
Received: 20 February 2020 / Revised: 27 March 2020 / Accepted: 1 April 2020 / Published: 2 April 2020
(This article belongs to the Special Issue Explore Online Hospitality Management: Price and Reputation)
Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry. View Full-Text
Keywords: green restaurant; user-generated content; customer satisfaction; topic modeling green restaurant; user-generated content; customer satisfaction; topic modeling
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MDPI and ACS Style

Park, E.O.; Chae, B.K.; Kwon, J.; Kim, W.-H. The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews. Sustainability 2020, 12, 2843.

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