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Full-Text Articles in Business
The Impact Of The Content Of Online Customer Reviews On Customer Satisfaction: Evidence From Yelp Reviews, Langtao Chen
The Impact Of The Content Of Online Customer Reviews On Customer Satisfaction: Evidence From Yelp Reviews, Langtao Chen
Business and Information Technology Faculty Research & Creative Works
As customers are increasingly participating in online product and service reviews, companies can leverage the content of those consumer reviews to improve or retain customer satisfaction. By using a panel data set collected from Yelp, this study empirically tests the effects of voting and sentiment of customer reviews on future customer satisfaction. The results show that cool votes on customer reviews have a positive impact on customer satisfaction in the next month. While average positive sentiment score has a positive effect on customer satisfaction of a restaurant, average negative score has a negative influence. In addition, the diversity of the …
Empirical Study Utilizing Qfd To Develop An International Marketing Strategy, Cassandra C. Elrod, Sarah M. Stanley, Elizabeth A. Cudney, Caroline Fisher
Empirical Study Utilizing Qfd To Develop An International Marketing Strategy, Cassandra C. Elrod, Sarah M. Stanley, Elizabeth A. Cudney, Caroline Fisher
Business and Information Technology Faculty Research & Creative Works
Customer expectations can be extremely nebulous. This research identifies the demographic segmentations and their respective expectations for the spa market. Interviews were conducted and a subsequent questionnaire was employed to gather the voice of the customer and assess the expectations of spa clientele. All of the data was collected from luxury spas in Hawaii, and consisted of respondents from all over the world. Results of the survey suggest that while men want more tangible benefits of a spa, women prefer the experiential qualities of peace and rejuvenation. Additionally, those of lower to middle income focus on the atmosphere more than …