An analysis of factors that influence diners to use restaurant review websites
DOI:
https://doi.org/10.14738/abr.87.8706Keywords:
Attitude, Information search, Recommendation adoption, Restaurant review website, Electronic word-of-mouthAbstract
The purpose of this study is to explore why diners use restaurant review websites and how restaurant owners can obtain maximum benefit from these sites. By employing the Stimulus-Organism-Response framework, three key attributes of a restaurant review website were explored to discover their impact on consumers’ attitudes and behavioral responses. These attributes included performance, appearance, and content. A mock restaurant review website was created according to the results of in-depth interviews with participants who frequently used restaurant review websites. In the final study, an online survey was conducted. Data were collected from residents of the Southeastern U.S. and yielded 529 completed responses. The results provided support for the structural model. The three attributes of a restaurant review website had significant influences on consumers’ recommendation adoption and intentions to revisit the site in the future. Research implications, limitations, and suggestions were discussed
References
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Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research, 18(3), 229-247. doi: 10.2307/25148755
Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345-354. doi: 10.1509%2Fjmkr.43.3.345
Crites Jr., S. L., Fabrigar, L. R., & Petty, R. E. (1994). Measuring the affective and cognitive properties of attitudes: Conceptual and methodological issues. Personality and Social Psychology Bulletin, 20(6), 619-634. doi: 10.1177%2F0146167294206001
Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. doi: 10.1177%2F002224299205600304
Dellarocas, C., Zhang, X., & Awad, N. (2007). Exploring the value of online product reviews in forecasting sales: The case of motion pictures. Journal of Interactive Marketing, 21(4), 23-45. doi: 10.1002/dir.20087
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: a conceptual model and implications. Journal of Business Research, 54(2), 177-184. doi: 10.1016/S0148-2963(99)00087-9
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology & Marketing, 20(2), 139-150. doi: 10.1002/mar.10064
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174-185. doi: 10.1016/j.tourman.2015.05.007
Filieri, R., & McLeay, F. (2014). E-WOM and accommodation an analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44-57. doi: 10.1177%2F0047287513481274
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14. doi: 10.1016/j.im.2005.01.002
Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing science, 23(4), 545-560. doi: 10.1287/mksc.1040.0071
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data Analysis, NJ: Prentice Hall.
Hausman, A. V., & Siekpe, J. S. (2009). The effect of web interface features on consumer online purchase intentions. Journal of Business Research, 62(1), 5-13. doi: 10.1016/j.jbusres.2008.01.018
Holbrook, M. B., & Batra, R. (1987). Assessing the role of emotions as mediators of consumer responses to advertising. Journal of Consumer Research, 14(3), 404-420. doi: 10.1086/209123
Huizingh, E. K. (2000). The content and design of web sites: An empirical study. Information & Management, 37(3), 123-134. doi: 10.1016/S0378-7206(99)00044-0
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451-460. doi: 10.1016/j.jbusres.2008.01.038
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341-352. doi: 10.1016/j.elerap.2007.05.004
Lee, S., Ha, S., & Widdows, R. (2011). Consumer responses to high-technology products: Product attributes, cognition, and emotions. Journal of Business Research, 64(11), 1195-1200. doi: 10.1016/j.jbusres.2011.06.022
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Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11(3), 51-87. doi: 10.2753/JEC1086-4415110302
Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal of marketing management, 13(8), 791-811. doi: 10.1080/0267257X.1997.9964512
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Mummalaneni, V. (2005). An empirical investigation of Web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532. doi: 10.1016/S0148-2963(03)00143-7
Nielsen, J., Molich, R., Snyder, C., & Farrell, S. (2000). E-commerce user experience. Fremont, CA: Nielsen Norman Group.
Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing Science, 19(1), 22-42. doi: 10.1287/mksc.19.1.22.15184
Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125-148. doi: 10.2753/JEC1086-4415110405
Phillips, C., & Chaparro, B. (2009). Visual appeal vs. usability: Which one influences user perceptions of a website more. Usability News, 11(2), 1-9.
Ricci, F., Rokach, L., & Shapira, B. (2015). Recommender systems: Introduction and challenges. In Recommender Systems Handbook (pp. 1-34). Springer US.
Sillence, E., Briggs, P., Harris, P., & Fishwick, L. (2006). A framework for understanding trust factors in web-based health advice. International Journal of Human-Computer Studies, 64(8), 697-713. doi: 10.1016/j.ijhcs.2006.02.007
Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14(1), 47-65. doi: 10.1287/isre.14.1.47.14767
Thatcher, J. B., & Perrewe, P. L. (2002). An empirical examination of individual traits as antecedents to computer anxiety and computer self-efficacy. MIS Quarterly, 26(4), 381-396. doi: 10.2307/4132314
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141-1158. doi: 10.1016/j.annals.2006.06.003
Van der Heijden, H., Verhagen, T., & Creemers, M. (2003). Understanding online purchase intentions: Contributions from technology and trust perspectives. European Journal of Information Systems, 12(1), 41-48. doi: 10.1057/palgrave.ejis.3000445
Venkatesh, V., & Bala, H. (2008). Technology acceptance model and a research agenda on interventions. Decision Sciences, 39(2), 273-315. doi: 10.1111/j.1540-5915.2008.00192.x
Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123-127. doi: 10.1016/j.tourman.2008.04.008
Voss, C. A. (2003). Rethinking paradigms of service: Service in a virtual environment. International Journal of Operations & Production Management, 23(1), 88-104. doi: 10.1108/mbe.2003.26707bae.008
Wang, Q., Yang, S., Liu, M., Cao, Z., & Ma, Q. (2014). An eye-tracking study of website complexity from cognitive load perspective. Decision Support Systems, 62, 1-10. doi: 10.1016/j.dss.2014.02.007
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198. doi: 10.1016/S0022-4359(03)00034-4
Wu, W. Y., Lee, C. L., Fu, C. S., & Wang, H. C. (2013). How can online store layout design and atmosphere influence consumer shopping intention on a website? International Journal of Retail & Distribution Management, 42(1), 4-24. doi: 10.1108/IJRDM-01-2013-0035
Zhou, Z., & Bao, Y. (2002). Users Attitudes toward web advertising: Effects of Internet motivation and internet ability. Advances in Consumer Research, 29, 71-78.
Agogo, D., & Hess, T. J. (2018). “How does tech make you feel?” a review and examination of negative affective responses to technology use. European Journal of Information Systems, 27(5), 570-599. doi: 10.1080/0960085X.2018.1435230
Ajzen, I., & Fishbein, M. (2005). The influence of attitudes on behavior. The handbook of attitudes, 173(221), 31.
Ayeh, J. K., Au, N., & Law, R. (2013). “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content. Journal of Travel Research, 52(4), 437-452. doi: 10.1177%2F0047287512475217
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133-152. doi:10.1509%2Fjmkg.2005.69.4.133
Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. The Journal of Strategic Information Systems, 11(3), 245-270. doi: doi.org/10.1016/S0963-8687(02)00018-5
Bhattacherjee, A., & Sanford, C. (2006). Influence processes for information technology acceptance: An elaboration likelihood model. MIS Quarterly, 3(4), 805-825.
Chen, Y. C., Shang, R. A., & Kao, C. Y. (2009). The effects of information overload on consumers’ subjective state towards buying decision in the internet shopping environment. Electronic Commerce Research and Applications, 8(1), 48-58.
Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research, 18(3), 229-247. doi: 10.2307/25148755
Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345-354. doi: 10.1509%2Fjmkr.43.3.345
Crites Jr., S. L., Fabrigar, L. R., & Petty, R. E. (1994). Measuring the affective and cognitive properties of attitudes: Conceptual and methodological issues. Personality and Social Psychology Bulletin, 20(6), 619-634. doi: 10.1177%2F0146167294206001
Cronin Jr., J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68. doi: 10.1177%2F002224299205600304
Dellarocas, C., Zhang, X., & Awad, N. (2007). Exploring the value of online product reviews in forecasting sales: The case of motion pictures. Journal of Interactive Marketing, 21(4), 23-45. doi: 10.1002/dir.20087
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: a conceptual model and implications. Journal of Business Research, 54(2), 177-184. doi: 10.1016/S0148-2963(99)00087-9
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology & Marketing, 20(2), 139-150. doi: 10.1002/mar.10064
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174-185. doi: 10.1016/j.tourman.2015.05.007
Filieri, R., & McLeay, F. (2014). E-WOM and accommodation an analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research, 53(1), 44-57. doi: 10.1177%2F0047287513481274
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14. doi: 10.1016/j.im.2005.01.002
Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing science, 23(4), 545-560. doi: 10.1287/mksc.1040.0071
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data Analysis, NJ: Prentice Hall.
Hausman, A. V., & Siekpe, J. S. (2009). The effect of web interface features on consumer online purchase intentions. Journal of Business Research, 62(1), 5-13. doi: 10.1016/j.jbusres.2008.01.018
Holbrook, M. B., & Batra, R. (1987). Assessing the role of emotions as mediators of consumer responses to advertising. Journal of Consumer Research, 14(3), 404-420. doi: 10.1086/209123
Huizingh, E. K. (2000). The content and design of web sites: An empirical study. Information & Management, 37(3), 123-134. doi: 10.1016/S0378-7206(99)00044-0
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62(4), 451-460. doi: 10.1016/j.jbusres.2008.01.038
Lee, J., Park, D. H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341-352. doi: 10.1016/j.elerap.2007.05.004
Lee, S., Ha, S., & Widdows, R. (2011). Consumer responses to high-technology products: Product attributes, cognition, and emotions. Journal of Business Research, 64(11), 1195-1200. doi: 10.1016/j.jbusres.2011.06.022
Lindgaard, G., & Dudek, C. (2002). User satisfaction, aesthetics and usability. In Usability (pp. 231-246). Springer US.
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11(3), 51-87. doi: 10.2753/JEC1086-4415110302
Lockett, A., & Littler, D. (1997). The adoption of direct banking services. Journal of marketing management, 13(8), 791-811. doi: 10.1080/0267257X.1997.9964512
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: MIT Press.
Mummalaneni, V. (2005). An empirical investigation of Web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532. doi: 10.1016/S0148-2963(03)00143-7
Nielsen, J., Molich, R., Snyder, C., & Farrell, S. (2000). E-commerce user experience. Fremont, CA: Nielsen Norman Group.
Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing Science, 19(1), 22-42. doi: 10.1287/mksc.19.1.22.15184
Park, D. H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125-148. doi: 10.2753/JEC1086-4415110405
Phillips, C., & Chaparro, B. (2009). Visual appeal vs. usability: Which one influences user perceptions of a website more. Usability News, 11(2), 1-9.
Ricci, F., Rokach, L., & Shapira, B. (2015). Recommender systems: Introduction and challenges. In Recommender Systems Handbook (pp. 1-34). Springer US.
Sillence, E., Briggs, P., Harris, P., & Fishwick, L. (2006). A framework for understanding trust factors in web-based health advice. International Journal of Human-Computer Studies, 64(8), 697-713. doi: 10.1016/j.ijhcs.2006.02.007
Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: An integrated approach to knowledge adoption. Information Systems Research, 14(1), 47-65. doi: 10.1287/isre.14.1.47.14767
Thatcher, J. B., & Perrewe, P. L. (2002). An empirical examination of individual traits as antecedents to computer anxiety and computer self-efficacy. MIS Quarterly, 26(4), 381-396. doi: 10.2307/4132314
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of Tourism Research, 33(4), 1141-1158. doi: 10.1016/j.annals.2006.06.003
Van der Heijden, H., Verhagen, T., & Creemers, M. (2003). Understanding online purchase intentions: Contributions from technology and trust perspectives. European Journal of Information Systems, 12(1), 41-48. doi: 10.1057/palgrave.ejis.3000445
Venkatesh, V., & Bala, H. (2008). Technology acceptance model and a research agenda on interventions. Decision Sciences, 39(2), 273-315. doi: 10.1111/j.1540-5915.2008.00192.x
Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123-127. doi: 10.1016/j.tourman.2008.04.008
Voss, C. A. (2003). Rethinking paradigms of service: Service in a virtual environment. International Journal of Operations & Production Management, 23(1), 88-104. doi: 10.1108/mbe.2003.26707bae.008
Wang, Q., Yang, S., Liu, M., Cao, Z., & Ma, Q. (2014). An eye-tracking study of website complexity from cognitive load perspective. Decision Support Systems, 62, 1-10. doi: 10.1016/j.dss.2014.02.007
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198. doi: 10.1016/S0022-4359(03)00034-4
Wu, W. Y., Lee, C. L., Fu, C. S., & Wang, H. C. (2013). How can online store layout design and atmosphere influence consumer shopping intention on a website? International Journal of Retail & Distribution Management, 42(1), 4-24. doi: 10.1108/IJRDM-01-2013-0035
Zhou, Z., & Bao, Y. (2002). Users Attitudes toward web advertising: Effects of Internet motivation and internet ability. Advances in Consumer Research, 29, 71-78.
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Published
2020-08-04
How to Cite
Brewer, P. (2020). An analysis of factors that influence diners to use restaurant review websites. Archives of Business Research, 8(7), 288–300. https://doi.org/10.14738/abr.87.8706
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