Characterizing non-chain restaurants’ Yelp star-ratings: Generalizable findings from a representative sample of Yelp reviews

Previous research has established the importance of positive Yelp reviews for the success of independent, non-chain restaurant. While managers may assume that increasing customer satisfaction will increase star rating, previous research on determinants of satisfaction does not necessarily generalize to Yelp reviews or across Yelp star ratings. Accordingly, we used Multiple Correspondence Analysis with a representative sample of 54,000 reviews to...