Rebecca (Liang) Tang's research while affiliated with Iowa State University and other places

Many customers feel overwhelmed by excessive information provided on peer-review websites (e.g., Yelp). Thus, it is important to generate an effective mechanism to assist customers in identifying the dominant aspects and emotions embedded in textual reviews, and understand the contributions of these aspects and emotions to reviewers’ inclusive satisfaction (i.e. overall numerical rating). In the present study the Latent Aspect Rating Analysis (LARA) is modified to achieve this research objective. We identify five aspects; communication, experience, location, product/service, and value. Joy and surprise are the primary emotions shown in textual reviews. This study provides an innovative research venue for incorporating both textual reviews and numerical ratings into assessment. The results also can assist industry practitioners in identifying review patterns and enhancing user experience.

The primary purpose of the study is to identify customer perceptions of restaurant innovativeness (CPRI), and accordingly develop a multidimensional scale for measuring the concept. Development and validation of this scale followed a rigid procedure with three component studies. Study 1 analyzed qualitative data from 47 written interviews using NVivo. In Study 2, exploratory factor analysis (n = 1465) purified and refined the scale generated in Study 1. Study 3 (n = 514), using confirmatory factor analysis, provided empirical support for validating the 17 item-scale for CPRI. The model with one second-order factor (CPRI) and its four corresponding first-order factors (menu, technology-based service, experiential, and promotional innovativeness) gained support. The current study illuminates the procedure for developing a complete scale for future hospitality research. Presumably, the CPRI scale can become a benchmark for practitioners' evaluation of the effectiveness of strategies for innovativeness.

This study examines customers' visual attention when choosing food and beverage items of a fast-food menu. Three formats on menu labeling were examined, including numeric, color-coded, and physical activity-based formats. An experimental choice paradigm combined with eye tracking technology explored customers' visual attention, preferences for format, and menu choices. The study revealed that customers increased visual attention and chose healthier selections when viewing physical activity-based labeling, and customers preferred physical activity-based formats over numeric or color-coded labeling. Overall, the physical activity-based labeling on calorie information app to be the most effective format for inducing healthy choices. This study provides important implications for industry practitioners to effectively utilize menu labeling to improve cus-tomers' awareness of healthy eating options.

An increasing number of lodging businesses utilize online third-party intermediaries (OTPIs) for distribution services on the internet. The purpose of the study was to investigate the decision-making processes of lodging firms in the adoption of OTPIs. The study developed and tested a conceptual model by strategically combining a technology–organization–environment framework (TOE) and an expectation–confirmation model (ECM). The results showed that, with regard to TOE, technology and organization have significant impacts on confirmation in ECM. Furthermore, the environment aspect of TOE significantly influences satisfaction in ECM, and both confirmation and satisfaction are antecedents of continuance intention. The study contributes to the knowledge body of TOE and ECM, and provides industry practitioners with strategies for the communications and decision-making processes of lodging businesses and OTPIs.