DOI QR코드

DOI QR Code

Understanding the Effect of Negative Reviews on User Decision in Restaurant Recommendation Apps

부정적 후기가 음식점 방문의도에 미치는 영향: 스마트폰 맛집 추천 앱을 중심으로

  • Received : 2014.11.17
  • Accepted : 2014.12.23
  • Published : 2015.01.28

Abstract

Smartphone users select restaurants using restaurant recommendation apps and use previous visitors' reviews as key decision-making information. It has not been studied yet how users react to negative reviews and how their reactions lead into the dining decision. In this study, we examined whether there are differences in the influence of negative reviews on intention to visit the restaurant according to users' decision making styles. This study confirmed negative reviews affect user decision differently according to three attributes (food, service, and atmosphere), and also partially verified that the effects of negative reviews are different according to decision-making style.

References

  1. 서문식, 안진우, 이지은, 박선경, "온라인상에서의 다차원적인 사용후기의 영향에 관한 연구", 한국콘텐츠학회논문지, 제9권, 제8호, pp.255-271, 2009. https://doi.org/10.5392/JKCA.2009.9.8.255
  2. 이정헌, "온라인 호텔이용후기의 질적 내용분석에 의한 고객가치 연구", 한국콘텐츠학회논문지, 제13권, 제10호, pp.533-546, 2013. https://doi.org/10.5392/JKCA.2013.13.10.533
  3. 이해영, "맛집 리뷰 정보의 특징에 따른 온라인 이용자 반응 분석", 한국외식산업학회지, 제8권, 제2호, pp.7-23, 2012.
  4. 김형준, 김용일, "스마트폰 외식정보서비스의 구전정보 특성에 따른 신뢰형성이 행동의도에 미치는 영향에 관한 연구-Application 외식정보서비스 사용자들을 대상으로", 호텔경영학연구, 제23권, 제1호, pp.45-64, 2014.
  5. http://besuccess.com, 2012.
  6. http://www.yelp-ir.com/phoenix.zhtml?c=250809&p=irol-newsArticle&ID=1980425, 2014.
  7. 최은정, 채승병, 허용석, 홍선영, "CEO에게 추천하고 싶은 앱", 삼성경제연구소, 제872호, 2012.
  8. http://economyplus.chosun.com/special/special_view_past.php?boardName=C04&t_num=7982&img_ho=, 2014.
  9. J. J. Schroeder, "Restaurant Critics Respond: We're Doing Our Job," Cornell Hotel and Restaurant Administration Quarterly, Vol.25, No.4, pp.57-63, 1985.
  10. D. L. Romm, "The Quiet Revolution at Allie's," The Cornell Hotel and Restaurant Administrat Quarterly, Vol.30, No.2, pp.26-34, 1989.
  11. P. Jones and P. A. Jones, "Stress Are You Serving It up to Your Restaurant Patrons?," Cornell Hotel and Restaurant Administration Quarterly, Vol.31, No.3, pp.38-44, 1990. https://doi.org/10.1177/001088049003100311
  12. M. S. Morgan, "Benefit Dimensions of Midscale Restaurant Chains," The Cornell Hotel and Restaurant Administration Quarterly, Vol.34, No.2, pp.40-45, 1993. https://doi.org/10.1177/001088049303400210
  13. 김홍범, 허창, "고객의 외식동기에 따른 레스토랑 선택속성의 차이; 외국 체인레스토랑을 중심으로", 관광학연구, 제21권, 제2호, pp.205-221, 1998.
  14. P. F. Bone, "Word-of-Mouth Effects on Short-Term and Long-Term Product Judgments," Journal of Business Research, Vol.32, No.3, pp.213-223, 1995. https://doi.org/10.1016/0148-2963(94)00047-I
  15. J. F. Engel, R. J. Kegerreis, and R. D. Blackwell, "Word-of-Mouth Communication by the Innovator," Journal of Marketing, Vol.33, No.3, pp.15-19, 1969. https://doi.org/10.2307/1248475
  16. R. L. Oliver and J. E. Swan, "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach," Journal of Marketing, Vol.53, No.2, pp.21-35, 1989. https://doi.org/10.2307/1251411
  17. M. L. Richins, "Negative Word-of- Mouth by Dissatisfied Consumers: A Pilot Study," The Journal of Marketing, Vol.47, No.1, pp.68-78, 1983. https://doi.org/10.2307/3203428
  18. J. Lee, D. Park, and I. Han, 'The Effect of Negative Online Consumer Reviews on Product Attitude: An Information Processing View," Electronic Commerce Research and Applications, Vol.7, No.3, pp.341-352, 2008. https://doi.org/10.1016/j.elerap.2007.05.004
  19. G. Ganu, Y. Kakodkar, and A. Marian, "Improving the Quality of Predictions Using Textual Information in Online User Reviews," Information Systems, Vol.38, No.1, pp.1-15, 2013. https://doi.org/10.1016/j.is.2012.03.001
  20. 노정희, 전수현, "왜 외식소비자들은 페이스북에 후기를 작성하는가?", 한국콘텐츠학회논문지, Vol.14, No.8, pp.416-430, 2014. https://doi.org/10.5392/JKCA.2014.14.08.416
  21. R. N. Laczniak, T. E DeCarlo, and S. N Ramaswami, "Consumers' Responses to Negative Word-of-Mouth Communication: An Attribution Theory Perspective," Journal of Consumer Psychology, Vol.11, No.1, pp.57-73, 2001. https://doi.org/10.1207/S15327663JCP1101_5
  22. M. Lee and S. Youn, "Electronic Word-of-Mouth (Ewom) How Ewom Platforms Influence Consumer Product Judgement," International Journal of Advertising, Vol.28, No.3, pp.473-499, 2009. https://doi.org/10.2501/S0265048709200709
  23. S. Sen and D. Lerman, "Why Are You Telling Me This? An Examination into Negative Consumer Reviews on the Web," Journal of Interactive Marketing, Vol.21, No.4, pp.76-94, 2007. https://doi.org/10.1002/dir.20090
  24. S. T. Fiske, "Attention and Weight in Person Perception: The Impact of Negative and Extreme Behavior," Journal of Personality and Social Psychology, Vol.38, No.6, p.889, 1980. https://doi.org/10.1037/0022-3514.38.6.889
  25. J. G. Klein, "Negativity in Impressions of Presidential Candidates Revisited: The 1992 Election," Personality and Social Psychology Bulletin, Vol.22, No.3, pp.288-295, 1996. https://doi.org/10.1177/0146167296223007
  26. L.G. Schiffman, H. Hansen, and L. L. Kanuk, Consumer Behaviour: A European Outlook, Pearson Financial Times/Prentice Hall, 2012.
  27. S. D. Phillips, N. J. Pazienza, and H. H Ferrin, "Decision-Making Styles and Problem-Solving Appraisal," Journal of Counseling Psychology, Vol.31, No.4, p.497, 1984. https://doi.org/10.1037/0022-0167.31.4.497
  28. 남승규, 소비자심리학, 학지사, 1999.
  29. 최낙환, 안려나, 라광진, "소비자의 구매의사결정에 있어 제품별 사고유형과 소비행동에 대한 연구", 감성과학, 제14권, 제2호, pp.279-292, 2011.
  30. V. A. Harren, "A Model of Career Decision Making for College Students," Journal of Vocational Behavior, Vol.14, No.2, pp.119-133, 1979. https://doi.org/10.1016/0001-8791(79)90065-4
  31. 조용범, 박종훈, "한식당 이용고객의 서비스품질 평가에 관한 연구-삼겹살 전문점을 중심으로", 한국식생활문화학회지, 제20권, 제5호, pp.538-547, 2005.
  32. 김영은, 김소영, 김혜진, 성홍지, 이윤하, 윤지영, "대학생들의 한정식 레스토랑 이용 선택 속성 및 요구도 조사", 동아시아식생활학회 학술발표대회논문집, pp.89-89, 2010.