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The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

Author

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  • Eunhye (Olivia) Park

    (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Tsim Sha Tsui, Hong Kong, China)

  • Bongsug (Kevin) Chae

    (Department of Management, Kansas State University, Manhattan, KS 66506, USA)

  • Junehee Kwon

    (Department of Hospitality Management, Kansas State University, Manhattan, KS 66506, USA)

  • Woo-Hyuk Kim

    (Department of Consumer Science, Incheon National University, Incheon 22012, Korea)

Abstract

Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.

Suggested Citation

  • Eunhye (Olivia) Park & Bongsug (Kevin) Chae & Junehee Kwon & Woo-Hyuk Kim, 2020. "The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews," Sustainability, MDPI, vol. 12(7), pages 1-20, April.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:7:p:2843-:d:340773
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    References listed on IDEAS

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    2. Ju-Hee Ko & Hee-Seog Kang & Jung-Woon Seo, 2023. "Experiential Value, Overall Image, Revisit Intention, and Willingness to Pay a Premium in the Context of Environmentally Certified Hotel Restaurants: The Moderating Effect of Environmental Consciousne," Sustainability, MDPI, vol. 15(17), pages 1-16, August.
    3. Jung Woo Han & Seng Kiat Kok & Robert McClelland, 2023. "The impact of green training on employee turnover intention and customer satisfaction: An integrated perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(6), pages 3006-3019, November.
    4. Arun T. M. & Puneet Kaur & Alberto Ferraris & Amandeep Dhir, 2021. "What motivates the adoption of green restaurant products and services? A systematic review and future research agenda," Business Strategy and the Environment, Wiley Blackwell, vol. 30(4), pages 2224-2240, May.
    5. Patcharaporn Mahasuweerachai & Chompoonut Suttikun, 2022. "The Effect of Green Self-Identity on Perceived Image, Warm Glow and Willingness to Purchase: A New Generation’s Perspective towards Eco-Friendly Restaurants," Sustainability, MDPI, vol. 14(17), pages 1-13, August.
    6. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    7. Claudia Troncoso-Pantoja & Paola Cáceres-Rodríguez & Antonio Amaya-Placencia & Claudia Lataste-Quintana & Rodrigo Valenzuela, 2023. "Exploring the Meanings of Food Sustainability: An Interpretive Phenomenological Analysis," Sustainability, MDPI, vol. 15(18), pages 1-14, September.
    8. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
    9. Khuong Ngoc Mai & Do Hanh Nhan & Phuong Thi Minh Nguyen, 2023. "Empirical Study of Green Practices Fostering Customers’ Willingness to Consume via Customer Behaviors: The Case of Green Restaurants in Ho Chi Minh City of Vietnam," Sustainability, MDPI, vol. 15(5), pages 1-27, February.
    10. Ahmed Hassan Abdou & Thowayeb H. Hassan & Amany E. Salem & Azzam Ibrahem Albakhit & Muhanna Yousef Almakhayitah & Wagih Salama, 2022. "The Nexus between Environmentally Sustainable Practices, Green Satisfaction, and Customer Citizenship Behavior in Eco-Friendly Hotels: Social Exchange Theory Perspective," Sustainability, MDPI, vol. 14(19), pages 1-20, October.

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