ABSTRACT

This study examines the linkages among performance and financial risks, online customer reviews, and restaurant revisit intention. Using a survey of 274 respondents for two time-intervals (T1 and T2), the results for T1 reveal that online customer reviews directly affect restaurant visit intention and performance risk, and financial risk directly affects restaurant visit intention. In contrast, the results for T2 show that online customer reviews have an insignificant impact on performance risk, while financial risk similarly does not have a significant impact on restaurant visit intention. Moreover, the temporal effects of online customer reviews on restaurant (re)visit intention decrease over time. Interestingly, while online customer reviews affect performance risk for the first visit (T1) to a restaurant, their impact on financial risk for the subsequent visit (T2) reduces. By adding new approaches to the discussion about the evolution of online review effects, the results speak to both scholars and managers.

摘要

本研究考察了绩效和财务风险、在线客户评论和餐厅重访意愿之间的联系。使用两个时间间隔（T1 和 T2）对 274 名受访者的调查，T1 的结果表明，在线客户评论直接影响餐厅访问意愿和绩效风险，财务风险直接影响餐厅访问意愿。相比之下，T2 的结果表明，在线客户评论对绩效风险的影响不显着，而财务风险同样对餐厅访问意愿没有显着影响。此外，在线客户评论对餐厅（再）访问意愿的时间影响会随着时间的推移而降低。有趣的是，虽然在线客户评论会影响首次光顾 (T1) 餐厅的绩效风险，它们对后续访问 (T2) 的财务风险的影响降低。通过在关于在线评论效应演变的讨论中添加新方法，结果对学者和管理者都有影响。