Abstract
Along with the rapid development of online marketing, online restaurant review websites provide a convenient channel for online users to share their dining experience. This research aims to establish a guideline for restaurant review websites. Using an Importance-Performance-Analysis (IPA), the paper examined online users’ perceived importance and performance of thirty-two website attributes. Different perspectives were also found between content contributors and content browsers. Research findings are expected to help industrial practitioners bridge the gap between customer needs and review website development, which in turn benefits restaurant operators, review website owners and online users.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
BizGrader (2010). Industry statistics. Retrieved November 21, 2010, from http://www.dininggrader.com/restaurant_stats/. Accessed 1 June 2013.
Chaves, M. S., Gomes, R., & Pedron, C. (2012). Analysing reviews in the Web 2.0: Small and medium hotels in Portugal. Tourism Management, 33(5), 1286–1287.
Chester, J., & Montgomery, K., (2007). Interactive food and beverage marketing targeting children and youth in the digital age. http://www.bmsg.org/resources/publications/interactive-food-and-beverage-marketing-targeting-children-and-youth-in-the-digital-age. Accessed 1 June 2013.
DimensionalResearch. (2013). Customer service and business results: A survey of customer service from mid-size companies. Dimensional Research Corporation.
Entheos (2012). http://www.entheosweb.com/. Accessed 1 January 2013.
Gayatree, G, G., Amlie M. A., &Elhadad, N. (2010). URSA User Review Structure Analysis: Understanding Online Reviewing Trends. Rutgers DCS Technical Report No. 668, April 2010. http://spidr-ursa.rutgers.edu/resources/TR_LRE.pdf. Accessed 1 June 2013.
Jeong, E., & Jang, S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) Motivations. International Journal of Hospitality Management, 30(2), 356–366.
Lee, G., & Lee, C. (2009). Cross-cultural comparison of the image of Guam perceived by Korean and Japanese leisure travelers: Importance-performance analysis. Tourism Management, 30(6), 922–931.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79.
Mittal, B., & Baker, J. (2002). Advertising strategies for hospitality services: Because services are intangible, hospitality advertising must overcome the quadruple challenges of abstraction, generality, mental impalpability, and non-search ability. Cornell Hotel and Restaurant Quarterly, 43(2), 51–63.
Murphy, J., Forrest, E. J., & Wotring, C. E. (1996). Restaurant marketing on the World Wide Web. Cornell Hotel and Restaurant Administration Quarterly, 37(1), 61–71.
Nusair, K., Bilgihan, A., Okumus, F., & Cobanoglu, C. (2012). Generation Y travelers’ commitment to online social network websites. Tourism Management, 5(1), 13–22.
Pantelidis, I. S. (2010). Electronic meal experience: A content analysis of online restaurant comments. Cornell Hospitality Quarterly, 51(4), 483–491.
Qu, H., & Sit, C. Y. (2007). Hotel service quality in Hong Kong: An importance and performance analysis. International Journal of Hospitality and Tourism Administration, 8(3), 49–72.
Report from Technorati on State of the Blogosphere (2008). http://technorati.com/blogging/state-of-the-blogosphere/. Accessed 1 June 2013.
Restaurant engine (2012), http://restaurantengine.com/. Accessed 1 June 2013.
Souza, R., Manning, H., Goldman, H., & Tong, J. (2000). The best of retail site design. Forrester Research: Techstrategy [Online]. Available: http://www.forrester.com/ER/Research/Report/Summary/0,1338,10003,FF.html. 14 April 2002.
Wong, J., & Law, R. (2003). Difference in shopping satisfaction levels: a study of tourism in Hong Kong. Tourism Management, 24(4), 401–410.
Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179–188.
Zhang, Z., Ye, Q., Law, R., & Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29(4), 694–700.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer International Publishing Switzerland
About this paper
Cite this paper
Qi, S., Yang, F., Li, C. (2013). An Exploratory Study on Restaurant Review Websites. In: Xiang, Z., Tussyadiah, I. (eds) Information and Communication Technologies in Tourism 2014. Springer, Cham. https://doi.org/10.1007/978-3-319-03973-2_26
Download citation
DOI: https://doi.org/10.1007/978-3-319-03973-2_26
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-03972-5
Online ISBN: 978-3-319-03973-2
eBook Packages: Business and EconomicsBusiness and Management (R0)