Taste, trend, and turmoil : tracking the life cycle of internet-famous restaurants through customer satisfaction

Abstract

Internet-famous restaurants (IFR), featured with innovative dishes and sensory stimulation, can attract masses of consumers shortly, but are difficult to sustain. Committed to figuring out the underlying reasons behind, this study, building upon life cycle theory and sensory marketing theory, leverages big data analytics and regression models to investigate 38,292 online reviews. We first modeled consumer review evolutionary history and identified key dimensions of IFR customer satisfaction. Findings reveal that the industry is struggling with the stagnation phase and might decline or rejuvenate subsequently; seven dimensions (Cultural Creativity, Internet Exposure, Service Quality, Ritualistic Experience, Social Intimacy Experience, Dish Quality, Value for Money) are identified to comprehensively constitute IFR customer satisfaction. Further investigation of variations in consumer preferences and perceptions across these dimensions suggests that Cultural Creativity, Internet Exposure, and Service Quality increasingly impact customer satisfaction. We develop a strategic framework for rejuvenating the industry. Theoretical and practical contributions are discussed.