The restaurant business value proposition: Intellectual text analysis of online customer reviews

The purpose of the paper is to study value proposition factors in online customer reviews that characterize consumer inquiries catering industry by using text-mining techniques. Research design focuses on analysis chain restaurants, which usefulness service indicated a quantitative system scores, and pleasure for customers. Empirical data from 201 were collected TripAdvisor service, contains information about preferences St. Petersburg, Russia. In addition text mining, used correlation rating scores restaurant customers, comparing satisfied dissatisfied results identified certain categories high importance revealed both positive negative reviews. help management manage properly taking into account various research implications allow managers purposefully select those will achieve desired effect relationship marketing. This gives an opportunity specialists company explore emotional sentiment