A growing or depreciating love? Linking time with customer satisfaction through online reviews

Through online customer reviews of hotels, this study examines the link between time and customer satisfaction. We categorize the factors into different types, indicating that customers’ online review behavior and their level of satisfaction can change according to their duration of time with the service providers. Independent hotels and hotels with a higher star level, compared with chain hotels and hotels with a lower star level, amplify the influence of various attributes on satisfaction over time. We provide implications for firms to increase customer satisfaction by enhancing their attribute-level performance in various lengths of time.