Comparative content analysis of professional, semi-professional, and user-generated restaurant reviews

Parikh, Anish A.; Behnke, Carl; Almanza, Barbara; Nelson, Doug; Vorvoreanu, Mihaela

doi:10.1080/15378020.2016.1219170

Cited by 17 publications

(14 citation statements)

References 24 publications

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“…Similarly, in Auty's (1992) study, issues such as food quality, value, atmosphere, location, service, experience have been prominent factors in restaurant selection. Parikh et al (2016) came to the forefront that comments on food quality were the most emphasized topic in their study. Andersson and Mossberg (2004) centered on the dining experience and gathered the factors that affect the experience.…”

Section: Discussionmentioning

confidence: 99%

“…Scozzafava et al (2017) featured in their study that consumers care about service quality when choosing restaurants. In consumers' restaurant preferences, atmosphere, decor, food, price, drink and chef as important topics reflected in the results of the research (Parikh et al 2016). In the model developed by Gustafsson et al(2006), the atmosphere is expressed as everything that covers all dimensions and is affected by the dining experience in restaurants.…”

Section: Hospitalitymentioning

confidence: 95%

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A research on customer experiences and perceptions for Michelin starred restaurants

Şahin¹,

Çolakoğlu²,

Özdoğan³

2021

Journal of Multidisciplinary Academic Tourism

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Michelin Guide is one of the well known world-recognized restaurant rating systems. This guide gives star symbols to restaurants that meet certain standards. Being a Michelin-starred restaurant in gastronomy sector is very important in terms of prestige. Having a star is becoming a factor that significantly affects customer potential as it means attesting to the flavour and ambience of restaurants. In this research, which measures consumers' perceptions of choosing Michelin restaurants, consumer reviews from Tripadvisor site were evaluated and to understand point of view of chefs and the managers a face to face interview conducted to 9 Michelin restaurants. The purpose of the study is to investigate the reasons that drive consumers to visit Michelin starred restaurants and to understand their perceptions. The research found that consumers are curious about Michelin restaurants, preferring to experience different titles such as food quality, hospitality, service and decoration from other restaurants. In addition, consumers who prefer Michelin restaurants evaluate the service as a whole, and the issues they care about come after the quality of the food.

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Section: Discussionmentioning

confidence: 99%

Section: Hospitalitymentioning

confidence: 95%

A research on customer experiences and perceptions for Michelin starred restaurants

Şahin¹,

Çolakoğlu²,

Özdoğan³

2021

Journal of Multidisciplinary Academic Tourism

View full text Add to dashboard Cite

show abstract

“…Even though such information is helpful, it is also essential to consider the functional and emotional nature of online comments. Functional comments usually cover food quality, service efficiency, restaurant ambience or price (Parikh et al, 2017). Emotional comments refer to those in which consumers express their feelings about such attributes in their own words (Standing et al, 2016).…”

Section: Advertising Message Appeals and Online Reviewsmentioning

confidence: 99%

“…Online review comments can be functional or emotional. The former report on service efficiency (Parikh et al, 2017), and the latter express feelings about the service experience in the restaurant through effective words (Standing et al, 2016). Another essential variable in explaining customer behavior is involvement with the product.…”

Section: Introductionmentioning

confidence: 99%

The effect of online reviews on restaurant visit intentions: applying signaling and involvement theories

Aureliano-Silva

Leung

Spers

2021

JHTT

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Purpose The purpose of this study is to investigate the effect of online reviews on consumers’ intention to visit restaurants, with the moderating role of involvement. Design/methodology/approach The research framework was built on signaling theory, message appeals and involvement theory. To test the proposed framework, three experiments were conducted online with real customer samples. T-tests, ANOVA and SPSS PROCESS macro were used for data analysis. Findings The results revealed that online reviews with higher online ratings and emotional appeal led to higher restaurant visit intention. Review appeal significantly moderated the effect of online ratings on restaurant visit intention. Customers with low restaurant involvement were more impacted by emotional comments than by functional comments. Research limitations/implications The present study extends our knowledge on the effects of online reviews moderated by levels of customer involvement. By combining signaling theory with involvement theory, it adds value to the literature on customer online behavior, especially in the foodservice context. The present study has limitations that might provide opportunities for future research. It used evaluations (TripAdvisor scores) and only positive reviews (texts), so customers’ intentions considering negative reviews could not be examined. The level of hedonism concerning consumption in restaurants and prior knowledge regarding restaurant reviews was not controlled for. It is possible that the level of hedonism perceived and prior review knowledge may moderate the customers’ intention to visit the restaurant. Practical implications The present study shows the importance of online comments for the promotion of restaurants that have low evaluation scores. It is essential that restaurant owners and managers encourage potential customers by using comments to elaborate on their marketing strategies and promotion. At the same time, they should invite customers to share their emotional experiences, and not just their views on service efficiency (a functional aspect). During the COVID-19 pandemic, the use of the internet and mobile devices has become more prominent. Managers could therefore use emotional messages on the restaurant’s website or apps to attract customers with low restaurant involvement. Also, a system to identify the involvement of customers with restaurants could be implemented online or on mobile devices to present specific messages. The present study also recommends the use of online tools as virtual tours, photographs taken from different angles, smiling faces, floor plans and sittings and pre-determined emotional expressions. Also, the restaurant could promote lives on cooking different dishes to motive customer’s interaction and comments. These would help to increase customers’ visit intentions. Originality/value This study extends knowledge about the effect of restaurant online reviews (both ratings and appeals) moderated by the level of customer involvement. The present study also adds value to the customer online behavior literature showing that customers with low involvement are more sensitive to emotional content as they use the affective route to process information rather than the central route.

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“…Advances in information communication technologies and social media are, however, transforming the ways in which ideas and opinions about food are communicated. New avenues for study have thereby been created related to motivations and consequences of online engagement for all stakeholders (Ariyasriwatana and Quiroga, 2016; Kim et al , 2016; Parikh et al , 2016; Zhang et al , 2010). Not everyone is impressed by the digital revolution and its outcomes (Beauscart et al , 2016; Mellet et al , 2014) and it has been argued that there is still a role for professional restaurant evaluations conducted by those with the requisite competence.…”

Section: Reviewing Restaurantsmentioning

confidence: 99%

Street food, hawkers and the Michelin Guide in Singapore

Henderson

2017

BFJ

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Purpose The purpose of this paper is to examine aspects of the contemporary relevance of the Michelin Guide as efforts are made to extend its reach in Asia. The focus is on recent endeavours by the producers of the restaurant guide to represent local conditions by acknowledging the importance of street food and hawkers. Design/methodology/approach The methodology is that of a case study based on analysis of published material about the inaugural Singapore Michelin Guide and its consequences. Findings The Michelin Guide confronts challenges in retaining its authority and establishing itself in new Asian locations. The Singapore edition indicates attempts at responsiveness to distinctive circumstances through the recognition of street food and hawkers, but questions can be raised about the appropriateness of their inclusion and rating. Research limitations/implications Despite the absence of primary data, important topics about food and dining landscapes and modes of restaurant reviewing and grading are explored. A research agenda for the future is also proposed. Practical implications Attention is given to the impacts of the guide for individual enterprises, suggesting positive and negative outcomes of endorsement. Social implications Findings enhance understanding of the place of food and dining within societies and the influence of restaurant guides. Originality/value The paper offers an Asian perspective on and fresh insights into the role of local food cultures as well as the meanings and functions of the Michelin Guide.

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Comparative content analysis of professional, semi-professional, and user-generated restaurant reviews

Cited by 17 publications

References 24 publications

A research on customer experiences and perceptions for Michelin starred restaurants

A research on customer experiences and perceptions for Michelin starred restaurants

The effect of online reviews on restaurant visit intentions: applying signaling and involvement theories

Street food, hawkers and the Michelin Guide in Singapore

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