Key Attributes of Michelin 3-star Restaurants’ Experiences: Evidence from TripAdvisor

Mehmet Bahri SAYDAM; Hasan Evrim ARICI; Victor Oluwafemi OLORUNSOLA

doi:10.21325/jotags.2022.978

Authors

Mehmet Bahri SAYDAM
Hasan Evrim ARICI
Victor Oluwafemi OLORUNSOLA

DOI:

https://doi.org/10.21325/jotags.2022.978

Keywords:

Content analysis, Experience, Online reviews, Michelin 3-star dining experiences, Leximancer

Abstract

Consumers can share User Generated Content on social media sites like TripAdvisor, which allows customers to track their contentment and displeasure. These activities are an important form of electronic word-of-mouth that might affect other customers' purchasing decisions. Hence, utilizing User Generated Content from an online platform, this study attempts to investigate guest' experiences in Michelin 3-star restaurants in the United States. Broadly speaking goal of the study was to identify the key aspects of Michelin 3-star restaurant experiences and see if they differed depending on the age and nationality of the travelers. Content analysis approaches were used to examine a sample of 1,032 customer online reviews. After computer-assisted qualitative data analysis identified the dominant themes, subsequent qualitative analysis identified the important narratives connected with Michelin 3-star restaurant experiences using Leximancer software. The findings show that customers are exceedingly pleased with their Michelin 3-star dining experiences. "Food," "chefs," "restaurant," "wine," "staff," and "price" are the major motives that run across the dominant narratives. The findings provide valuable perspectives into guests' overall experiences based on social media data and make it easier to identify the primary themes associated with the guests' gender and nationality.

References

Abdullah, D., Hamir, N., Nor, N. M., Krishnaswamy, J., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211-226.

Albors-Garrigos, J., Barreto, V., García-Segovia, P., Martínez-Monzó, J., & Hervás-Oliver, J. L. (2013). Creativity and innovation patterns of haute cuisine chefs. Journal of Culinary Science & Technology, 11(1), 19-35.

Arasli, H., Furunes, T., Jafari, K., Saydam, M. B., & Degirmencioglu, Z. (2020a). Hearing the voices of wingless angels: A critical content analysis of nurses’ COVID-19 experiences. International Journal of Environmental Research and Public Health, 17(22), 8484.

Arasli, H., Saydam, M. B., & Kilic, H. (2020b). Cruise travelers’ service perceptions: a critical content analysis. Sustainability, 12(17), 6702.

Arasli, H., Saydam, M. B., Gunay, T., & Jafari, K. (2021). Key attributes of Muslim-friendly hotels’ service quality: voices from booking.com. Journal of Islamic Marketing, 1-12.

Arici, H. E., Cakmakoglu Arıcı, N., & Altinay, L. (2022). The use of big data analytics to discover customers’ perceptions of and satisfaction with green hotel service quality. Current Issues in Tourism, 1-19.

Arman, A. (2021). Restoranlarda İş modeli inovasyonu kapsamında bulut mutfaklar üzerine nitel bir araştırma. Journal of Tourism and Gastronomy Studies, 9(3), 1569-1592.

Baker, M. A., & Kim, K. (2019). Value destruction in exaggerated online reviews: the effects of emotion, language, and trustworthiness. International Journal of Contemporary Hospitality Management, 31(4), 1956-1976.

Bayram, Ü., & Arıcı, S. (2021). Gastronomi araştırmalarına bütüncül bir bakış: bibliyometrik bir analiz. Journal of Tourism and Gastronomy Studies, 9(4), 2734-2757.

Bilgihan, A., Seo, S., & Choi, J. (2018). Identifying restaurant satisfiers and dissatisfiers: Suggestions from online reviews. Journal of Hospitality Marketing & Management, 27(5), 601-625.

Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: Themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873.

Cassar, M. L., Caruana, A., & Konietzny, J. (2020). Wine and satisfaction with fine dining restaurants: An analysis of tourist experiences from user generated content on TripAdvisor. Journal of Wine Research, 31(2), 85-100.

Chiu, W., & Cho, H. (2021). Mapping aboriginal tourism experiences in Taiwan: A case of the Formosan Aboriginal Culture Village. Journal of Vacation Marketing, 27(1), 17-31.

Crofts, K., & Bisman, J. (2010). Interrogating accountability: An illustration of the use of Leximancer software for qualitative data analysis. Qualitative Research in Accounting & Management, 7(2), 180-207.

Dambo, T. H., Ersoy, M., Auwal, A. M., Olorunsola, V. O., & Saydam, M. B. (2021). Office of the citizen: a qualitative analysis of Twitter activity during the Lekki shooting in Nigeria’s# EndSARS protests. Information, Communication & Society, 1-18.

Dambo, T. H., Ersoy, M., Auwal, A. M., Olorunsola, V. O., Olonode, A., Arikewuyo, A. O., & Joseph, A. (2020). Nigeria's# EndSARS movement and its implication on online protests in Africa's most populous country. Journal of Public Affairs, 1-11.

Filieri, R., Acikgoz, F., Ndou, V., & Dwivedi, Y. (2020). Is TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers’ continuance intention. International Journal of Contemporary Hospitality Management.

Gebbels, M., McIntosh, A., & Harkison, T. (2021). Fine-dining in prisons: Online TripAdvisor reviews of The Clink training restaurants. International Journal of Hospitality Management, 95, 102937.

Harrington, R. J. (2007). Food and wine pairing: A sensory experience. John Wiley & Sons.

Khorsand, R., Rafiee, M., & Kayvanfar, V. (2020). Insights into TripAdvisor's online reviews: The case of Tehran's hotels. Tourism Management Perspectives, 34, 100673.

Kustos, M., Heymann, H., Jeffery, D. W., Goodman, S., & Bastian, S. E. (2020). Intertwined: What makes food and wine pairings appropriate?. Food Research International, 136, 109463.

Meek, S., Wilk, V., & Lambert, C. (2021). A big data exploration of the informational and normative influences on the helpfulness of online restaurant reviews. Journal of Business Research, 125, 354-367.

Messner, W. (2017). Does value for money create advocates? A study in the international airline services industry. Journal of Global Marketing, 30(5), 309-321.

Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207-1222.

Nilashi, M., Abumalloh, R. A., Alghamdi, A., Minaei-Bidgoli, B., Alsulami, A. A., Thanoon, M., ... & Samad, S. (2021). What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis. Telematics and Informatics, 64, 101693.

Oğuzbalaban, G. (2020). Safranbolu restoranlarına yönelik çevrimiçi müşteri şikâyetlerinin analizi: Tripadvisor örneği. Journal of Tourism and Gastronomy Studies, 8(4), 2898-2715.

Ozturen, A., Kilic, H., Olorunsola, V. O., & Osumeje, B. O. (2021). Managing natural tourism attractions based on visitor reviews: a case study of Golden Beach, Karpaz. Worldwide Hospitality and Tourism Themes, 13(4), 535-544.

Özaydın, C., & Güzeller, C.O. (2021). Examining the Selections in Restaurant Menus with Eye-Tracking Technique. Journal of Tourism and Gastronomy Studies, 9(3), 1460-1481.

Perçin, N. Ş., & Yiğit, S. (2020). Tripadvisor'da yer alan yiyecek ve içecek işletmeleri hakkındaki e-şikayetlerin değerlendirilmesi: Kapadokya bölgesi örneği. Journal of Tourism and Gastronomy Studies, 8(4), 2985-3001.

Robinson, E. S., Gu, P., Ye, Q., Li, H. Z., Shah, R. U., Apte, J. S., ... & Presto, A. A. (2018). Restaurant impacts on outdoor air quality: elevated organic aerosol mass from restaurant cooking with neighborhood-scale plume extents. Environmental Science & Technology, 52(16), 9285-9294.

Sulu, D., Arasli, H., & Saydam, M. B. (2022). Air-Travelers’ Perceptions of service quality during the COVID-19 Pandemic: Evidence from TripAdvisor.com. Sustainability, 14(1), 435-445.

Şahingöz, S.A., & Yalçın, E. (2021). Tüketicilerin yiyecek içecek işletmelerinde kullanılan teknoloji tabanlı menüler ile ilgili görüşleri. Journal of Tourism and Gastronomy Studies, 9(5), 161-178.

Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry: A preliminary test of a holistic model. International Hospitality Review, 32(1), 26-45.

Tuncer, İ., Unusan, C., & Cobanoglu, C. (2021). Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of Quality Assurance in Hospitality & Tourism, 22(4), 447-475.

TripAdvisor. (2019). TripAdvisor website terms, conditions and notices. Available at: https://tripadvi sor.mediaroom.com/US-terms-of-use (assessed 03 March 2022).

Wu, M. Y., Wall, G., & Pearce, P. L. (2014). Shopping experiences: international tourists in Beijing's silk market. Tourism Management, 41, 96-106.

Yadegaridehkordi, E., Nilashi, M., Nasir, M. H. N. B. M., Momtazi, S., Samad, S., Supriyanto, E., & Ghabban, F. (2021). Customers segmentation in eco-friendly hotels using multi-criteria and machine learning techniques. Technology in Society, 65, 101528.

Yi, S., Zhao, J., & Joung, H. W. (2018). Influence of price and brand image on restaurant customers’ restaurant selection attribute. Journal of Foodservice Business Research, 21(2), 200-217.