The Evaluation of michelin star restaurants<p>Michelin yıldızlı restoran işletmelerinin değerlendirilmesi

Authors

  • Serkan Bertan Pamukkale University

Keywords:

Michelin, Michelin Star, Restaurant, Online, Online Review, Michelin Yıldızı, Restoran, Çevrimiçi, Çevrimiçi Yorumlar

Abstract

The purpose of this study is to examine online reviews on michelin star restaurants in terms of which vary according to the user to be useful and to evaluate the factors affecting the overall assessment. For this aim, the online reviews about michelin star restaurants on the website TripAdvisor are examined. Among 32.225 online user reviews in total, 3.622 reviews are analyzed. Considering online reviews with regard to michelin star restaurants, it is concluded that reviews with more helpful than three and three are more negative towards the value, atmosphere, food, service and overall evaluation. When the relationship between overall evaluation and value, atmosphere, food, service is inspected, it is seen that value is the variable that describes the overall evaluation best and then food comes second, third is atmosphere.

 

Özet

Bu çalışmada, michelin yıldızlı restoran yorumlarının, kullanıcılara faydalı olmalarına göre farklılık gösterip göstermediği araştırılmış ve genel değerlendirmeyi etkileyen faktörler incelenmiştir. Bu amaca yönelik olarak, TripAdvisor seyahat yorum sitesinde üç yıldızlı Michelin restoranlarına ait online yorumlar ele alınmıştır. Yorum sayısı 50’nin altında olan restoranların yorumları araştırmaya dâhil edilmemiş ve sadece İngilizce yazılan yorumlar ele alınmıştır. Bu kriterler dikkate alınarak 3 yıldızlı michelin restoran işletmesine ait 32.225 yorumdan sadece 3.622 tüketici yorumu incelenmiştir. İncelenen yorumlara göre; üç ve üçten daha fazla faydalı olan yorumları yazanlar michelin yıldızlı restoranların değerini, atmosferini, hizmetini, yemeklerini ve genelinde daha olumsuz yaklaşmaktadır. Michelin yıldızlı restoranların genel değerlendirilmesini, en iyi açıklayan değişkenin değer olduğu, sonra yemeğin geldiği daha sonra atmosferin geldiği görülmektedir.

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

Author Biography

Serkan Bertan, Pamukkale University

Assoc. Prof. Dr., Pamukkale University, Tourism Faculty, Tourism Management Department

References

Anderson, Chris. (2012). The Impact of Social Media on Lodging Performance, Cornell University School of Hotel Administration, 12 (15), 6-11.

Amaral, F., Tiago, T., & Tiago, F. (2014). User-generated content: tourists’ profiles on Tripadvisor. International Journal of Strategic Innovative Marketing, 1(3), 137-145.

Ayeh, J. K., Au, N., & Law, R. (2013). “Do we believe in TripAdvisor?” Examining credibility perceptions and online travelers’ attitude toward using user-generated content.Journal of Travel Research, 0047287512475217.

Baginski, J., Sui, D., & Malecki, E. J. (2014). Exploring the Intraurban Digital Divide Using Online Restaurant Reviews: A Case Study in Franklin County, Ohio. The Professional Geographer, 66(3), 443-455.

Browning, V., So, K. K. F., & Sparks, B. (2013). The influence of online reviews on consumers' attributions of service quality and control for service standards in hotels. Journal of Travel & Tourism Marketing, 30(1-2), 23-40.

Boo, S., & Kim, J. (2013). Comparison of negative eWOM intention: an exploratory study. Journal of Quality Assurance in Hospitality & Tourism, 14(1), 24-48.

Chaves, M. S., Laurel, A., Sacramento, N., & Pedron, C. D. (2014). Fine-grained analysis of aspects, sentiments and types of attitudes in restaurant reviews. Tourism & Management Studies, 10(1), 66-72.

Cheung, C. M., Lee, M. K., & Rabjohn, N. (2008). The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities. Internet Research, 18(3), 229-247.

Filieri, R., & McLeay, F. (2014). E-WOM and accommodation an analysis of the factors that influence travelers’ adoption of information from online reviews.Journal of Travel Research, 53(1), 44-57.

Gu, B., & Ye, Q. (2014). First step in social media: Measuring the influence of online management responses on customer satisfaction. Production and Operations Management, 23(4), 570-582.

Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest satisfaction and restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284–298.

Harrington, R. J., Fauser, S. G., Ottenbacher, M. C., & Kruse, A. (2013). Key Information Sources Impacting Michelin Restaurant Choice. Journal of Foodservice Business Research, 16(3), 219-234.

Huang, J., Rogers, S., & Joo, E. (2014). Improving restaurants by extracting subtopics from yelp reviews. iConference 2014 (Social Media Expo).

Hwang, J., & Zhao, J. (2010). Factors influencing customer satisfaction or dissatisfaction in the restaurant business using AnswerTree methodology. Journal of Quality Assurance in Hospitality & Tourism, 11(2), 93 –110

Jeacle, I., & Carter, C. (2011). In TripAdvisor we trust: Rankings, calculative regimes and abstract systems.Accounting, Organizations and Society, 36(4), 293-309.

Jeong, E., & Jang, S. S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356-366.

Kim, W. G., Lim, H., & Brymer, R. A. (2015). The effectiveness of managing social media on hotel performance. International Journal of Hospitality Management, 44, 165-171.

Ladhari, R., & Michaud, M. (2015). eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions. International Journal of Hospitality Management, 46, 36-45.

Law, R., To, T., & Goh, C. (2008). How do mainland Chinese travelers choose restaurants in Hong Kong? An exploratory study of individual visit scheme travelers and packaged travelers.International Journal of Hospitality Management, 27(3), 346–354.

Lee, C. H., & Cranage, D. A. (2012). Toward Understanding Consumer Processing of Negative Online Word-of-Mouth Communication: The Roles of Opinion Consensus and Organizational Response Strategies. Journal of Hospitality & Tourism Research. doi: 10.1177/1096348012451455

Lee, H. A., Law, R., & Murphy, J. (2011). Helpful reviewers in TripAdvisor, an online travel community. Journal of Travel & Tourism Marketing, 28(7), 675-688.

Levy, S. E., Duan, W., & Boo, S. (2013). An analysis of one-star online reviews and responses in the Washington, DC, lodging market. Cornell Hospitality Quarterly, 54(1), 49-63.

Liu, Z., & Park, S. (2015). What makes a useful online review? Implication for travel product websites. Tourism Management, 47, 140-151.

Limberger, P. F., Dos Anjos, F. A., de Souza Meira, J. V., & dos Anjos, S. J. G. (2014). Satisfaction in hospitality on TripAdvisor. com: An analysis of the correlation between evaluation criteria and overall satisfaction. Tourism & Management Studies, 10(1), 59-65.

Lu, X., Ba, S., Huang, L., & Feng, Y. (2013). Promotional Marketing or Word-of-Mouth? Evidence from Online Restaurant Reviews. Information Systems Research, 24(3).

Melián-González, S., Bulchand-Gidumal, J., & López-Valcárcel, B. G. (2013). Online customer reviews of hotels as participation increases, better evaluation is obtained. Cornell Hospitality Quarterly, 54(3), 274-283.

Mellet, K., Beauvisage, T., Beuscart, J. S., & Trespeuch, M. (2014). A “Democratization” of Markets? Online Consumer Reviews in the Restaurant Industry. Valuation Studies, 2(1), 5-41.

Miguéns, J., Baggio, R., & Costa, C. (2008). Social media and tourism destinations: TripAdvisor case study. Advances in Tourism Research, 26(28), 1-6.

Mkono, M. (2013). Existential authenticity in cultural restaurant experiences in Victoria Falls, Zimbabwe: a netnographic analysis. International Journal of Culture, Tourism and Hospitality Research, 7(4), 353-363

Mudambi, S., & Schuff, D. (2010). What makes a helpful online review? A study of customer reviews on Amazon.com. MIS Quarterly, 34, 185-200.

Munzel, A., & H. Kunz, W. (2014). Creators, multipliers, and lurkers: who contributes and who benefits at online review sites. Journal of Service Management, 25(1), 49-74.

Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.

Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management, 20(2), 142 –155.

Ngo-Ye, T. L., & Sinha, A. P. (2014). The influence of reviewer engagement characteristics on online review helpfulness: A text regression model. Decision Support Systems, 61, 47-58.

Oh, H. 2000. Diners' perceptions of quality, value, satisfaction: A practical viewpoint. Cornell Hotel and Restaurant Administration Quarterly, 41(3): 58–66.

O’Connor, P. (2008). User-generated content and travel: A case study on Tripadvisor. com. Information and communication technologies in tourism 2008, 47-58.

O'Connor, P. (2010). Managing a hotel's image on TripAdvisor. Journal of Hospitality Marketing & Management, 19(7), 754-772.

Öğüt, H., & Onur Taş, B. K. (2012). The influence of internet customer reviews on the online sales and prices in hotel industry. The Service Industries Journal,32(2), 197-214.

Parikh, A., Behnke, C., Vorvoreanu, M., Almanza, B., & Nelson, D. (2014). Motives for reading and articulating user-generated restaurant reviews on Yelp. com. Journal of Hospitality and Tourism Technology, 5(2), 160-176.

Park, S., & Nicolau, J. L. (2015). Asymmetric effects of online consumer reviews. Annals of Tourism Research, 50, 67-83.

Pantelidis, I. S. (2010). Electronic meal experience: A content analysis of online restaurant comments. Cornell Hospitality Quarterly, 51, 483-491.

Ryu, K., & Han, H. (2010). Influence of the quality of food: Service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310– 329.

Sarıışık, M., & Özbay, G. (2012). Elektronik Ağızdan Ağıza İletişim ve Turizm Endüstrisindeki Uygulamalara İlişkin Bir Yazın İncelemesi. Uluslararası Yönetim İktisat ve İşletme Dergisi, 8(16), 1-22.

Soriano, D. R. (2002). Customers’ expectations factors in restaurants: The situation in Spain. International Journal of Quality and Reliability Management, 19(8/9), 1055–1068.

Sulek, J. M. and Hensley, R. L. 2004. The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3): 235–247.

TripAdvisor, 2016. https://www.tripadvisor.com.tr/pages/about_us.html

Vásquez, C. (2011). Complaints online: The case of TripAdvisor. Journal of Pragmatics, 43(6), 1707-1717.

Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123-127.

Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). Never eat in that restaurant, I did!: Exploring why people engage in negative word of mouth communication. Psychology & Marketing, 24(8), 661-680.

Xie, K. L., Zhang, Z., & Zhang, Z. (2014). The business value of online consumer reviews and management response to hotel performance, International Journal of Hospitality Management, 43, 1-12.

Ye, Q., Li, H., Wang, Z., & Law, R. (2014). The influence of hotel price on perceived service quality and value in e-tourism an empirical investigation based on online traveler reviews. Journal of Hospitality & Tourism Research,38(1), 23-39.

Ye, Q., Law, R., Gu, B., & Chen, W. (2011). The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 27(2), 634-639.

Zhang, Z., Ye, Q., Law, R., & Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29(4), 694-700.

Zhang, Z., Jiang, M., & Li, X. (2013). Refining the relationship between attribute performance and customer satisfaction in the Chinese hospitality industry. Total Quality Management & Business Excellence, 24(12), 1364–1375.

Zhang, K. Z., Zhao, S. J., Cheung, C. M., & Lee, M. K. (2014). Examining the influence of online reviews on consumers' decision-making: A heuristic–systematic

Downloads

Published

2016-08-03

How to Cite

Bertan, S. (2016). The Evaluation of michelin star restaurants&lt;p&gt;Michelin yıldızlı restoran işletmelerinin değerlendirilmesi. Journal of Human Sciences, 13(2), 3221–3230. Retrieved from https://j-humansciences.com/ojs/index.php/IJHS/article/view/3886

Issue

Section

Tourism