Repeat Customers and Satisfaction: Uncovering New Intricacies Through Restaurant Reviews

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dc.contributor.authorJi, Xiaoxianen
dc.contributor.authorNicolau, Juan Luisen
dc.contributor.authorLaw, Roben
dc.contributor.authorLiu, Xianweien
dc.date.accessioned2024-07-09T19:02:31Zen
dc.date.available2024-07-09T19:02:31Zen
dc.date.issued2022-12-14en
dc.description.abstractRepeat customers are crucial for business success. Previous studies have mainly focused on those factors that affect repeat patronage but ignored how repeat customers reevaluate the same service provider after consumption. We obtained a dataset containing 637,748 reviews of restaurants in New York City and used a generalized difference-in-differences design to further explore the rating behavior of local repeat customers. The results of this study contribute to theories of customer satisfaction, repeat patronage, and customer location in the context of user-generated content as repeat customers are found to be sensitive to quality variations. Such sensitivity is even accentuated by local customers. Relevant practical implications for restaurant managers are also drawn from the results.en
dc.description.versionAccepted versionen
dc.format.extent12 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifier.doihttps://doi.org/10.1177/10963480221141613en
dc.identifier.eissn1557-7554en
dc.identifier.issn1096-3480en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.urihttps://hdl.handle.net/10919/120617en
dc.language.isoenen
dc.publisherSageen
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectlocal customersen
dc.subjectreevaluationen
dc.subjectrepeat customersen
dc.subjectrestauranten
dc.subjectuser-generated contenten
dc.titleRepeat Customers and Satisfaction: Uncovering New Intricacies Through Restaurant Reviewsen
dc.title.serialJournal of Hospitality and Tourism Researchen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2022-10-28en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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