Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis

Analyzing the asymmetrical effects of service attribute performance on customer satisfaction can identify different attributes overall at levels performance; it compensate for shortcomings conventional linear regression analysis. Previous research relationship between restaurant and has lacked an assessment market segmentation differences; also adopted priority division method based relationship, ignoring consumers’ attention to attributes. This paper presents a analyze impact online reviews. First, sentiment score were calculated by aspect-based classification clustering algorithm. Second, influence was explored according Finally, measured frequency mentions promotion investigated integrating impact-attention-performance analysis (AIAPA) model attention. Based 92,904 reviews in Tokyo collected TripAdvisor using proposed method, this founds that most effect satisfaction. The varies seasons segments. Using AIAPA model, identifies types seasons.