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Full-Text Articles in Business
Comparative Content Analysis Of Professional, Semi-Professional, And User-Generated Restaurant Reviews, Anish Parikh, Carl Behnke, Barbera Almanza, Doug Nelson, Mihaela Vorvoreanu
Comparative Content Analysis Of Professional, Semi-Professional, And User-Generated Restaurant Reviews, Anish Parikh, Carl Behnke, Barbera Almanza, Doug Nelson, Mihaela Vorvoreanu
Department of Hospitality and Tourism Faculty Scholarship and Creative Works
This study examines the content of professional, semi-professional, and user-generated reviews. By comparing these three review types, this study was able to identify characteristics and factors unique to each type of review. Although, the amount of discourse in a particular factor varied, food is clearly the most important review factor regardless of review type. Semi-professional reviews emphasize atmosphere and décor more than both newspaper and user-generated reviews, while price factors were more prevalent in semi-professional reviews and user-generated reviews than in newspaper reviews. Understanding the varied structures of review types provides guidance for both restaurateurs and review users.
Mastering Customer Loyalty, Kathleen M. Hurley
Mastering Customer Loyalty, Kathleen M. Hurley
Honors Theses
Customer loyalty can be described as “the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services” (Shaw & Hamilton 2015). Since 1896, loyalty programs have developed from a simple stamp redemption system to an intricate in-store and digital model. This system has become so successful because it properly engages the customer, both inside and outside the store, to build a mutually beneficial relationship between the business and the customer. Understanding customer loyalty is essential in creating a program that will provide the customer with incentives to reward their …