Customer encounter satisfaction and narrative force: an investigation of user-generated content on TripAdvisor
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DOI: 10.1080/15022250.2023.2194272
Abstract: ABSTRACT Customer satisfaction research is often undertaken quantitatively employing multi-item standard questionnaires. Instead, this study seeks to understand how restaurant customers themselves articulate their encounter satisfaction experiences from the user-generated content (UGC) reviews they post… read more here.
Keywords: narrative force; tripadvisor; encounter satisfaction; satisfaction ... See more keywords