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Using Intelligent Text Analysis of Online Reviews to Determine the Main Factors of Restaurant Value Propositions
Ch. 57. P. 1101–1118.
Elizaveta Fainshtein, Serova E.
This chapter discusses the sentiment classification of text messages containing customer reviews of an
online restaurant service system using machine-learning methods, in particular text mining and multivariate
text sentiment analysis. The study determines the structure of value proposition factors based
on online restaurant reviews on TripAdvisor, collecting information on consumer preferences and the
restaurant services in St. Petersburg (Russia) quality assessment and examines the influence of service
format and reviews tonality on ratings restaurants factors. The service format context is proposed as the
main attribute influencing the formation of the restaurant business value proposition and of relevance
for online reviews. The results showed the key factors in the study of the sentiment were cuisine and
dishes, reviews and ratings, and targeted search. MANOVA analysis represented that for special offers
and features, reviews and ratings, factors and quantitative star ratings influenced the negative and positive
sentiment of online reviews significantly.
In book
IGI Global, 2022.
Kazakov S., Cuesta-Valiño P., Butkovskaya V. et al., Cuadernos de Gestion 2025 Vol. 25 No. 1 P. 71–88
This study provides an in-depth examination of often-overlooked hotel service micro-elements within the broader spectrum of hospitality services, with the aim of improving service delivery and enhancing guest satisfaction. To achieve this, we develop a methodological framework that integrates: (a) VADER text-based sentiment analysis, (b) a robust logistic regression procedure to identify the specific hotel ...
Added: February 28, 2026
Zubair M., Iqbal S., Kashif M. et al., Journal of Consumer Marketing 2026 Vol. 43 No. 4 P. 445–458
Purpose
The purpose of this study is to compare the impact of website recommendations and artificial intelligence (AI)-based, voice-enabled recommendations on customer satisfaction with the products recommended using the event-related potential (ERP) of electroencephalograms.
Design/methodology/approach
By applying source credibility theory and using experimental designs within subject factors, the study analysed the impact of AI and website recommendations based ...
Added: August 28, 2025
Pimenova T., Valeria Kolycheva, Semenov A. et al., Empirical Studies of the Arts 2026 Vol. 44 No. 2 P. 873–905
Online reviews have become a significant factor in determining prices, complementing the intrinsic qualities of goods. In the art market, these reviews elevate the interaction between artists and connoisseurs, but the diverse levels of expertise and influence among participants demand a more detailed approach. This study investigates the impact of expert opinions and public sentiment ...
Added: July 30, 2025
M. Haddadi, V. A. Rebiazina, Vestnik of Saint Petersburg University. Management 2023 Vol. 22 No. 1 P. 3–22
This paper aims to analyze online customers’ reviews and gain insight into customer satisfaction factors drawn from a big user-generated content of US online retailers. This user-generated content has become more insightful, especially in the COVID-19 era as the result of a rapid increase in online shopping. This study uses a big textual data of ...
Added: April 7, 2023
Артёмова Е. В., Dvoryashina M. M., Управленец 2019 Т. 10 № 6 С. 42–53
The emergence of e-learning transforms behavioural patterns of all participants in the education market. It is necessary to try alternative approaches and marketing tools to design effective online courses and ensure their integration to the educational process. The article analyses the opportunities and constraints on using the key marketing concept of customer satisfaction in terms of e-learning. In ...
Added: February 25, 2020
Oyner O. K., Lipsits I. V., Panteleeva E. et al., М.: ИНФРА-М, 2020.
Customer centricity is one of the most discussed marketing concepts nowadays. The monograph focuses on a wide range of issues: from cultural and consumer trends, evolution of the concept of customer orientation to methods of assessment of customer centricity, customer retention technologies, and role of personnel in building a customer-cenric company.
The monograph is intended for ...
Added: October 30, 2019
Predvoditeleva M., Mariani M., International Journal of Contemporary Hospitality Management 2019 Vol. 31 No. 12 P. 4543–4573
Purpose: This study examines the role and influence of online reviewers’ cultural traits and perceived experience on online review ratings of Russian hotels by taking a direct measurement approach.
Design/methodology/approach: We adopt an Explanatory Sequential Research Design consisting of two stages. In the first stage, based on an a sample of almost 75,000 Booking.com online reviews ...
Added: October 9, 2019
Shushkin M., В кн.: Социально-экономические преобразования и проблемы. Сборник научных трудов (выпуск 8).: Издательство НИСОЦ, 2018. С. 177–185.
Представлены результаты исследования специфики потребительского
поведения пассажиров городского общественного транспорта жителей ряда
крупных городов России. Данное исследование направлено на описание модели
потребительского поведения на изучаемом рынке, а также на выявление
наиболее приоритетных факторов выбора автобусных перевозчиков жителями
крупных городов. Результаты исследования представляют интерес для
компаний-операторов на рынке городских автобусных перевозок, а также для
муниципалитетов крупных городов при формировании программ развития
транспортной системы. ...
Added: January 31, 2019
The antecedents and consequences of customer satisfaction in tourism: a systematic literature review
Maria Victòria S. R., Rudchenko V., Juan Carlos M., Tourism and Hospitality Management 2018 Vol. 24 No. 1 P. 151–183
Purpose – The aim of this paper is to provide empirical guidance on those antecedents and consequences of customer satisfaction (CS) that may be included in the tourism sector and based on a systematic literature review. Design/methodology/approach – Undertaken through a review of 495 papers that have been published in 41 journals since 1988 and ...
Added: January 27, 2018
Sharapudinov S., Zezerova V., Storchevoy M., / Series 13(E) "Graduate School of Management, St.Petersburg State University Working Papers". 2017. No. 8721.
Online reviews became one of the most effective tools that influence consumer behavior and level of sales. In this paper we consider determinants of online review rating. The study is based on more than three thousand online reviews from Russian consumers of durable goods (electronics and home appliances). It was found that there is a ...
Added: October 19, 2017
Sharapudinov S., Zezerova V., Storchevoy M., Vestnik of Saint Petersburg University. Management 2017 Vol. 16 No. 4 P. 622–650
Online reviews have become one of the most effective tools to influence consumer behavior and level of sales. In this paper we consider determinants of online reviews and ratings. The study is based on more than three thousand online reviews from Russian consumers of durable goods (electronics and home appliances). We found a significant difference ...
Added: October 19, 2017
Pokryshevskaya E. B., Antipov E. A., International Journal of Hospitality Management 2017 Vol. 67 P. 1–10
We develop a set of models for predicting hotel visitor satisfaction and the probability of complaints about various service aspects. Our empirical analysis is based on 3630 reviews from one of the Dubai hotels. We identify profiles of visitors who are likely to be dissatisfied with the hotel service and need special attention, as well ...
Added: September 29, 2017
Katkova Y., Финансы: теория и практика 2017 Т. 21 № 3 С. 257–263
Маркетинговая деятельность любой современной компании через такие нефинансовые показатели как узнаваемость, удовлетворенность и лояльность клиентов влияет на финансовые результаты компании в целом (средний чек, продажи, прибыль). И если влияние маркетинговой активности на узнаваемость и удовлетворенность компании измеряют достаточно активно, то их взаимосвязь с финансовыми результатами в силу ряда причин измеряется редко и некачественно. А в ...
Added: September 21, 2017
Prokhorova T., Маркетинг в России и за рубежом 2017 № 1 С. 69–77
This paper is devoted to the analysis of customer experience presented in reviews on Russia’s online stores, published on the Internet. Sample from the base of Russia's largest platform for e-commerce –Yandex.Market was used as the data for this study, containing more than 150,000 customer’s reviews. The objective of the study was to analyze customer ...
Added: March 14, 2017
Rudchenko V., Вестник Национальной академии туризма 2016 № 2(38) С. 49–54
Questioning guests to be an integral procedure of any facility in the hotel sector, so it can be considered as an important tool to collect a feedback from customers. While there are many different alternatives of obtaining information from the client, questionnaire is the most frequently used among all existing methods. However, the literature analysis ...
Added: February 26, 2017
Predvoditeleva M., Kazakov S. P., Маркетинг в России и за рубежом 2016 № 6 С. 75–85
The most recent social, economic and political events affected the Russian tourism industry significantly. One of the key problems is the customers’ choice between individual trips and trips organized by travel companies, including so called package tours. Services forming the service package determine the customer’s overall satisfaction with the tour package. This paper examines the ...
Added: November 15, 2016
Olga Oyner, Antonina Korelina, Worldwide Hospitality and Tourism Themes 2016 Vol. 8 No. 3 P. 327–345
Purpose
This paper aims to define relevant forms of co-creation activities and customer engagement in value co-creation geared toward increasing customer satisfaction and loyalty in the Russian hotel industry.
Design/methodology/approach
Secondary data analysis of hotels’ websites, annual reports and published interviews was conducted to investigate how hotels co-create the experience environment. Also, content analysis of tourist ...
Added: September 20, 2016
Panin V., Rebiazina V. A., Маркетинг и маркетинговые исследования 2016 Т. 03 № 123 С. 168–182
Целью данной статьи является анализ влияния клиентоориентированности на удовлетворенность клиентов. Представлен авторский подход к оценке потребительской удовлетворенности для количественной выборки организаций с помощью системы онлайн-мониторинга СМИ, социальных сетей и форумов. Основным используемым методом исследования был выбран подтверждающий факторный анализ данных (CFA), который позволил построить и протестировать модель влияния клиенториентированности на потребительскую удовлетворенность. ...
Added: June 9, 2016
Rudchenko V., Новые технологии 2015 № 4 С. 129–138
this article presents a selection of publications in bibliographic database Scopus with the use of scientometric parameters for keywords: "customer satisfaction" and "methods of evaluating customers". The purpose of this study to establish how you can measure the level of customer satisfaction, given the experience and development previously proposed on this subject in the databases ...
Added: February 17, 2016
Rudchenko V., Вестник Национальной академии туризма 2015 № 4(36) С. 96–100
The present study aims to investigate the relationship of B2B with satisfaction and customer loyalty based on the analysis of publications in Scopus and the leading Russian journals in the last 11 years. The purpose of this study is to establish the extent of B2B relationships and customer satisfaction to loyalty. The essence of the ...
Added: February 17, 2016
Isopeskul O., Дроздова В. А., Ars Administrandi 2015 № 4 С. 68–81
The article analyzes the potential correlation between level coherence of organizational culture of the enterprise, which implies the identity of perception and interpretation of the organizational reality by representatives of different hierarchical levels, and the degree of enterprise's customers satisfaction as a derivative of the content of its cultural context. ...
Added: February 5, 2016
Корелина А. С., Микроэкономика 2015 № 6 С. 64–71
The article presents the results of a content analysis of customers’ satisfaction by quality of services of hotels and hostels in Moscow. The clients’ opinions left on the specialized tourist websites, collectors of consumers’ opinions, formed research base for this content analysis. The author has constructed the multiple regression equation, which characterizes the cumulative influence ...
Added: January 25, 2016