Online Reviews and Their Perceived Impact on Restaurant Reputation
Online Reviews and Their Perceived Impact on Restaurant Reputation
Ben Libon (Ph.D. student) (2025). “Online Reviews and Their Perceived Impact on Restaurant Reputation,” paper accepted for presentation at the Georgia Communication Association conference, February, Macon. Abstract: The U.S. restaurant industry has grown rapidly, and online reviews now play a key role in how people judge restaurants. This study uses two surveys (2015, n = 541; 2024, n = 110) to examine whether consumers think online reviews affect a restaurant’s reputation. Across both surveys, consumers reported that reviews shape reputation, and the 2024 results show that negative reviews are perceived as more impactful than positive ones. These findings shift the focus from purchase behavior to consumers' perceptions of a restaurant’s reputation.
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