{"id":"https://openalex.org/W4361028522","doi":"https://doi.org/10.1108/imds-09-2022-0570","title":"Modeling customer satisfaction and revisit intention from online restaurant reviews: an attribute-level analysis","display_name":"Modeling customer satisfaction and revisit intention from online restaurant reviews: an attribute-level analysis","publication_year":2023,"publication_date":"2023-03-26","ids":{"openalex":"https://openalex.org/W4361028522","doi":"https://doi.org/10.1108/imds-09-2022-0570"},"language":"en","primary_location":{"id":"doi:10.1108/imds-09-2022-0570","doi":"https://doi.org/10.1108/imds-09-2022-0570","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-09-2022-0570","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-d","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management & Data Systems","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014502511","display_name":"Futao Zhao","orcid":"https://orcid.org/0000-0002-6611-759X","observed_orcids":["https://orcid.org/0000-0002-6611-759X"]},"institutions":[{"id":"https://openalex.org/I9224756","display_name":"Northeastern University","ror":"https://ror.org/03awzbc87","country_code":"CN","type":"education","lineage":["https://openalex.org/I9224756"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Futao Zhao","raw_affiliation_strings":["Northeastern University at Qinhuangdao, Qinhuangdao, China"],"raw_orcid":"https://orcid.org/0000-0002-6611-759X","affiliations":[{"raw_affiliation_string":"Northeastern University at Qinhuangdao, Qinhuangdao, China","institution_ids":["https://openalex.org/I9224756"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5073590393","display_name":"Hao Liu","orcid":"https://orcid.org/0000-0001-9788-7880","observed_orcids":["https://orcid.org/0000-0001-9788-7880"]},"institutions":[{"id":"https://openalex.org/I9224756","display_name":"Northeastern University","ror":"https://ror.org/03awzbc87","country_code":"CN","type":"education","lineage":["https://openalex.org/I9224756"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Hao Liu","raw_affiliation_strings":["Northeastern University at Qinhuangdao, Qinhuangdao, China"],"raw_orcid":"https://orcid.org/0000-0001-9788-7880","affiliations":[{"raw_affiliation_string":"Northeastern University at Qinhuangdao, Qinhuangdao, China","institution_ids":["https://openalex.org/I9224756"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I9224756"],"apc_list":null,"apc_paid":null,"fwci":8.4329,"has_fulltext":false,"cited_by_count":29,"citation_normalized_percentile":{"value":0.97651452,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"123","issue":"5","first_page":"1548","last_page":"1568"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5199999809265137,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5199999809265137,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.28999999165534973,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.1664000004529953,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9800000190734863},{"id":"https://openalex.org/keywords/revisit-intention","display_name":"revisit intention","score":1.0},{"id":"https://openalex.org/keywords/online-restaurant-reviews","display_name":"online restaurant reviews","score":0.9769999980926514},{"id":"https://openalex.org/keywords/service-characteristics","display_name":"service attributes","score":0.8659999966621399},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"sentiment analysis","score":0.9139999747276306},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5720000267028809},{"id":"https://openalex.org/keywords/food-quality","display_name":"food quality","score":0.8880000114440918},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.40299999713897705},{"id":"https://openalex.org/keywords/dianping","display_name":"Dianping","score":0.597000002861023}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5623469352722168},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.5379571914672852},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5190201997756958},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5154401063919067},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.47494128346443176},{"id":"https://openalex.org/C2780719617","wikidata":"https://www.wikidata.org/wiki/Q1030752","display_name":"Salient","level":2,"score":0.4597286581993103},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4491651654243469},{"id":"https://openalex.org/C30772137","wikidata":"https://www.wikidata.org/wiki/Q5164762","display_name":"Consumption (sociology)","level":2,"score":0.447086364030838},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.44635164737701416},{"id":"https://openalex.org/C33566652","wikidata":"https://www.wikidata.org/wiki/Q1065927","display_name":"Theme (computing)","level":2,"score":0.4114140570163727},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.372195839881897},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.32528337836265564},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2727314233779907},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21379172801971436},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.19033026695251465},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.18411248922348022},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.10696303844451904},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.08438482880592346},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/imds-09-2022-0570","doi":"https://doi.org/10.1108/imds-09-2022-0570","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-09-2022-0570","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-d","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management & Data Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":71,"referenced_works":["https://openalex.org/W950964638","https://openalex.org/W1588449224","https://openalex.org/W1872399634","https://openalex.org/W1968405328","https://openalex.org/W1978289004","https://openalex.org/W1987993420","https://openalex.org/W1988618437","https://openalex.org/W1990466461","https://openalex.org/W2004667937","https://openalex.org/W2009834513","https://openalex.org/W2010328425","https://openalex.org/W2026368098","https://openalex.org/W2046008815","https://openalex.org/W2049870103","https://openalex.org/W2049922571","https://openalex.org/W2055231197","https://openalex.org/W2070054856","https://openalex.org/W2072566632","https://openalex.org/W2094013842","https://openalex.org/W2103003088","https://openalex.org/W2104344311","https://openalex.org/W2114011738","https://openalex.org/W2114050813","https://openalex.org/W2126977778","https://openalex.org/W2139055047","https://openalex.org/W2140488410","https://openalex.org/W2152214597","https://openalex.org/W2160672605","https://openalex.org/W2161352359","https://openalex.org/W2190956014","https://openalex.org/W2381683359","https://openalex.org/W2562231314","https://openalex.org/W2609497019","https://openalex.org/W2767866606","https://openalex.org/W2768348081","https://openalex.org/W2777072669","https://openalex.org/W2781696751","https://openalex.org/W2787916817","https://openalex.org/W2791675023","https://openalex.org/W2807841885","https://openalex.org/W2809931226","https://openalex.org/W2810316458","https://openalex.org/W2885294117","https://openalex.org/W2898743770","https://openalex.org/W2901478173","https://openalex.org/W2912943867","https://openalex.org/W2915015079","https://openalex.org/W2918058805","https://openalex.org/W2921935777","https://openalex.org/W2947111968","https://openalex.org/W2976606765","https://openalex.org/W2976914480","https://openalex.org/W2980928138","https://openalex.org/W2995748011","https://openalex.org/W2998232039","https://openalex.org/W2999582513","https://openalex.org/W3034156679","https://openalex.org/W3044466980","https://openalex.org/W3047485741","https://openalex.org/W3069727413","https://openalex.org/W3084178361","https://openalex.org/W3092571425","https://openalex.org/W3122585423","https://openalex.org/W3165761506","https://openalex.org/W3175370367","https://openalex.org/W3176356885","https://openalex.org/W3176788481","https://openalex.org/W3180883508","https://openalex.org/W3216690595","https://openalex.org/W4212942379","https://openalex.org/W4398762135"],"related_works":["https://openalex.org/W4283593028","https://openalex.org/W2884575448","https://openalex.org/W4413959868","https://openalex.org/W2004667937","https://openalex.org/W2497537855","https://openalex.org/W3120419764","https://openalex.org/W3156466159","https://openalex.org/W4375934246","https://openalex.org/W4248071436","https://openalex.org/W7171550248"],"abstract_inverted_index":{"Purpose":[0],"The":[1,107,125,144,160,204],"purpose":[2],"of":[3,25,75,92,132,210,231],"this":[4,184],"paper":[5],"is":[6,186],"to":[7,21,47,166,190],"detect":[8],"predefined":[9,61,80],"service":[10,29,62,135,168,195,215,238],"attributes":[11,30,212],"and":[12,19,35,50,97,142,158,198,217,224,234],"their":[13,219],"sentiments":[14,27,94],"from":[15,53,64,117,182,201],"online":[16,65],"restaurant":[17,54,114],"reviews,":[18],"then":[20],"measure":[22],"the":[23,57,60,72,76,90,133,150,179,188,192],"effects":[24,91,220],"customer":[26,32,232],"toward":[28,78],"on":[31,68,95,178,221],"satisfaction":[33],"(CS)":[34],"revisit":[36],"intention":[37,236],"(RVI)":[38],"simultaneously.":[39],"Design/methodology/approach":[40],"This":[41],"study":[42,185],"proposed":[43,108],"a":[44,102,119,128,207],"supervised":[45],"framework":[46,109],"model":[48,191],"CS":[49,96,157,197,223],"RVI":[51,98,199],"simultaneously":[52,200],"reviews.":[55],"Specifically,":[56],"authors":[58,126,145,205],"detected":[59],"dimensions":[63],"reviews":[66,77],"based":[67],"random":[69],"forest.":[70],"Then,":[71],"sentiment":[73],"polarities":[74],"each":[79,167],"dimension":[81],"were":[82,99],"identified":[83],"using":[84],"light-gradient":[85],"boosting":[86],"machine":[87],"(LightGBM).":[88],"Finally,":[89],"attribute-specific":[93],"evaluated":[100,111],"by":[101,112],"bagged":[103],"neural":[104],"network-based":[105],"model.":[106],"was":[110,170],"305,000":[113],"comments":[115],"collected":[116,181],"DianPing.com,":[118],"Yelp-like":[120],"website":[121],"in":[122,154],"China.":[123],"Findings":[124],"obtained":[127],"hierarchal":[129,208],"importance":[130],"order":[131],"investigated":[134],"themes":[136,216],"(i.e.":[137],"location,":[138],"service,":[139],"environment,":[140],"price":[141],"food).":[143],"found":[146],"that":[147],"food":[148],"played":[149],"most":[151,161],"important":[152],"role":[153],"affecting":[155],"both":[156,222],"RVI.":[159],"salient":[162],"attribute":[163],"with":[164],"respect":[165],"theme":[169],"also":[171],"identified.":[172],"Originality/value":[173],"Unlike":[174],"prior":[175],"work":[176],"relying":[177],"data":[180],"surveys,":[183],"among":[187,194],"first":[189],"relationship":[193],"attributes,":[196],"real-world":[202],"data.":[203],"established":[206],"structure":[209],"eighteen":[211],"within":[213],"five":[214],"estimated":[218],"RVI,":[225],"which":[226],"will":[227],"broaden":[228],"our":[229],"understanding":[230],"perception":[233],"behavioral":[235],"during":[237],"consumption.":[239]},"counts_by_year":[{"year":2026,"cited_by_count":8},{"year":2025,"cited_by_count":13},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2023-03-30T00:00:00"}