Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/12635
Title: Positive and negative word of mouth about restaurants : exploring the asymmetric impact of the performance of attributes
Authors: Zhang, Z
Zhang, Z
Law, R 
Keywords: Asymmetric
Combined effects
Restaurants
Word of mouth
Issue Date: 2014
Publisher: Routledge, Taylor & Francis Group
Source: Asia Pacific journal of tourism research, 2014, v. 19, no. 2, p. 162-180 How to cite?
Journal: Asia Pacific journal of tourism research 
Abstract: This study examines the relationship between attribute performance of a restaurant and customers' positive and negative word of mouth (WOM). We present an analysis of 168,262 customer reviews, which consist of an overall rating of a dining experience, ratings of food, physical environment and employee service, and real expenditure for a meal, totally covering 1,542 Chinese restaurants on a restaurant guide website. The results indicate that the performance of attributes has an asymmetric impact on positive and negative WOM for the restaurant industry as well as for low-end and mid-to-high-end restaurants. Our results also show that, in most cases, there is a combined effect of two attributes on both positive and negative WOM.
URI: http://hdl.handle.net/10397/12635
ISSN: 1094-1665
EISSN: 1741-6507
DOI: 10.1080/10941665.2012.735680
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