Customer to Customer Information Production: The Evaluation of Customer Reviews in Tripadvisor on Food and Beverage Service Providers in Adıyaman
DOI:
https://doi.org/10.21325/jotags.2020.575Keywords:
Co-creation with customers, Food and beverages business, TripAdvisor, Social communication network, AdıyamanAbstract
The research aims to evaluate customers’ reviews in the social communication networks who received food and beverage services and to examine the information they produce. In this context, customer reviews on food and beverage businesses in Adıyaman were analyzed on the TripAdvisor website that has a wide global user network in social communication. A total of 731 reviews for 52 businesses that provide food and beverage services were determined at search in TripAdvisor website. Descriptive and content analysis, which are widely used in qualitative research, was employed in analyzing obtained data. The results of the research show that customer’s evaluations of food and beverage services in the region are clustered into two main categories as satisfaction and dissatisfaction. On this axis, it was determined that customers within the main categories of satisfaction and dissatisfaction made evaluations regarding (i) food and beverages, (ii) service, (iii) staff, (iv) location, (v) venue atmosphere, (vi) physical structure and price. The information provided by the customers will help business managers and marketers in their efforts to improve their production, while at the same time it will be a focus for researchers on the evolving information-producing role of customers. As a result, this study revealed that the information presented by customers on social networks could help business managers and marketers in their efforts to improve and develop services. Besides, we believe that social networks will serve as a basis for researchers who work on the developments on the role of individuals in information production.
References
Alrawadieh, Z. & Demirkol, Ş. (2015). Konaklama işletmelerinde e-şikâyet yönetimi: İstanbul’daki beş yıldızlı oteller üzerine bir çalışma. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 3(1), 132-152.
Arıca, R. & Çorbacı, A. (2019). Turizm sektöründe müşterilerin bilgi üretici rolü: Adıyaman’daki turistik çekiciliklere yönelik TripAdvisor sitesinde yer alan yorumlar üzerine bir araştırma. Seyahat ve Otel İşletmeciliği Dergisi, 16(3), 437-455.
Arıca, R. & Kozak, R. (2018). Seyahat acentalarında müşterilerin üretime katılım davranışının algılanan hizmet çıktılarına etkisi. Seyahat ve Otel İşletmeciliği Dergisi, 15(3), 684-702.
Arıca, R. (2019). Seyahat acentalarında turistik ürünlerin kişiselleştirilmesinin bir yolu olarak müşterilerle üretim, Türk Turizm Araştırmaları Dergisi, 3(3), 499-516.
Arsezen Otamış, P. (2015). Fethiye’de TripAdvisor’a kayıtlı yiyecek içecek işletmeleri için kritik başarı faktörleri ve sosyal ağ analizi ile performans değerlendirmesi. Journal of Tourism and Gastronomy Studies, 3(2), 31-39.
Auty, S. (1992). Consumer choice and segmentation in the restaurant industry. The Service Industries Journal, 12(3), 324-339.
Aydın, B. (2016). Sosyal medyada restoran imajı: Tripadvisor örneği. Disiplinlerarası Akademik Turizm Dergisi, 1(1), 13-30.
Ballantyne, D. & Varey, R.J. (2008). The service-dominant logic and the future of marketing. Journal of the Academy of Marketing Science. 36, 11-14.
Ban, H. J., Choi, H., Choi, E. K., Lee, S., & Kim, H. S. (2019). Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data. Sustainability, 11(23), 1-13.
Berezina, B., Çobanoğlu, C. & Okumuş, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management. 25, 1-24.
Berno, T. (2011). Sustainability on a Plate: Linking Agriculture and Food in Fiji Islands Tourism Industry. In R. M. Torres & J. H. Momsen (Eds.). Tourism and Agriculture: New Geographies of Consumption, Production and Rural Restructuring, Routledge.
Buhalis, D. & Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing and Management, 4, 151-161.
Buhalis, D. & Sinarta, Y. (2019). Real-time co-creation and nowness service: Lessons from tourism and hospitality. Journal of Travel and Tourism Marketing, 36(5), 563-582.
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.
Dalgıç, A., Güler, O. & Birdir, K. (2016). Tripadvisor.com’da yer alan restoran şikâyetlerinin analizi: Mersin ve Hatay’da yöresel yiyecek sunan restoranlara yönelik bir araştırma. Journal of Tourism and Gastronomy Studies, 4(1), 153-173.
Dwivedi, M. (2009). Online destination image of India: A consumer based perspective. International Journal of Contemporary Hospitality Management, 21(2), 226-232.
Erdem, Ö. & Yay, Ö. (2017). Tripadvisor’daki müşteri şikâyetlerinin değerlendirilmesi: Antalya örneği. Journal of Tourism and Gastronomy Studies, 5(4), 227-249.
Ertürk, M. (2019). An investigation of negative reviews on TripAdvisor about the seafood restaurants in Kyrenia. Journal of Business Management and Economic Research, 3(7), 33-45.
Etgar, M. (2008). A descriptive model of the consumer co-production process. Journal of the Academic Marketing Science, 36, 97-108.
Fang, B., Ye, Q., Küçükusta, D. & Law, R. (2016). Analysis of the perceived value of online tourism reviews:
Influence of readability and reviewer characteristics. Tourism Management, 52, 498-506.
Fitzpatrick, M., Davey, J., Muller, L. & Davey, H. (2013). Value-creating assest in tourism management: Applying marketing’s service-dominant logic in the hotel industry. Tourism Management. 36, 86-98.
Ganzaroli, A., Noni, I.D. & Baalen, P.V. (2017). Vicious Advice. Analyzing the impact of TripAdvisor on the quality of restaurants as part of cultural heritage of Venices. Tourism Management, 61, 501-510.
Gao, S., Tang, O., Wang, H. & Yin, P. (2018). Identifying competitors through comparative relation mining of online reviews in the restaurant industry. International Journal of Hospitality Management, 71, 19-32.
Kang, J. (2018). Effective marketing outcomes of hotel Facebook pages: The role of active participation and satisfaction. Journal of Hospitality and Tourism Insights, 1(2), 106-120.
Kang, J., Tang, L. & Fiore, A.M. (2015). Restaurant brand pages on Facebook. Do active member participation and monetory sales promotions matter?. International Journal of Contemporary Hospitality Management, 27(7), 1662-1684.
Kaplan, A. M. & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons. 53(1), 59–68.
Kim, B., Kim, S. & Heo, C.Y. (2016). Analysis of satisfiers and dissatisfiers in online hotel reviews on social media. International Journal of Contemporary Hospitality Management, 28(9), 1915-1936.
Korsmeyer, C. (2002). Making sense of taste: Food and philosophy. Cornell University Press.
Yayla, Ö. (2019). Kullanılan malzeme yoğunluğuna göre türkiye'de lezzet bölgelerinin oluşturulması (Doktora tezi). Anadolu Üniversitesi, Eskişehir, Türkiye.
Lei, S. & Law, R. (2015). Content analysis of Tripadvisor reviews on restaurants: A case study of Macau. Journal of Tourism, 16(1), 17-28.
MacCormack, J. K. & Lindquist, K. A. (2019). Feeling hangry? When hunger is conceptualized as emotion. Emotion, 19(2), 301-319.
Magnini, V.P., Crotts, J.C. & Zehrer, A. (2011). Understanding customer delight: An application of travel blog analysis. Journal of Tourism Research, 50(5), 535-545.
Mauri, A.G. & Minazzi, R. (2013). Web reviews influence on expectations and purchasing intentions of hotel potential customers. International Journal of Hospitality Management, 24, 99-107.
Mil, B. (2012). Alan algısının turistlerin yemek deneyimi memnuniyetine etkileri (Doktora tezi). Adnan Menderes Üniversitesi, Aydın, Türkiye.
Molinillo, S., Liebana-Cabanillas, F., Anaya-Sanchez, R. & Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism Management, 65, 116-130.
Munar, A. M. & J. K. S. Jacobsen. (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43, 46-54.
Murray, M. & Vickers, Z. (2009). Consumer views of hunger and fullness. A qualitative approach. Appetite, 53(2), 174-182.
Namin, A.T. (2012). A review on value creation in tourism industry. Management Science Letters, 2, 203-212.
Ordanini, A. & Pasini, P. (2008). Service co-production and value-creation: The case for service-oriented architecture (SOA). European Management Journal, 26, 289-297.
Oxenswardh, A. (2018). Process of value co-creation at a tourist accommodation. Quality Innovation Prosperity, 22(3), 36-53.
Pantelidis, I. S. (2010). Electronic meal experience: A content analysis of online restaurant comments. Cornell Hospitality Q, 51(40), 483-491.
Prebensen, N.K., Vitterso, J. & Dahl, J.V.T.I. (2013). Value co-creation significance of tourist resources. Annals of Tourism Research, 42, 240-261.
Puksi, F. (2016). Speech act of complaints from online hotel review. In Asia Tourism Forum 2016-The 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Atlantis Press.
Rust, R. T. & Lemon, K. (2001). E-Service and the consumer. International Journal of Electronic Commerce, 5, 85-101.
Sabbağ, Ç. (2015). Adıyaman yemek kültürü. İçinde R. Yarullina Yıldırım (Edit. Ss. 104-115) Fırattan Volgaya Medeniyetler kavşağı, Adıyaman Üniveritesi Yayınları:13.
Sabbağ, C. & Yeşilyurt C. (2018). The effect of ecological food production on food culture: Example of Adıyaman. Fresenius Environmental Bulletin, 29 (6), 5259-5268.
Sundaram D. S., Mitra K. & Webster C. (1998). Word-of-mouth communications: A motivational analysis. Advances In Consumer Research. 25, 527-531.
Tripadvisor (2013). Social media, smartphones ve tablets now essential travel tools for U.S. travelers, according to new Tripadvisor survey of mobile ve social trends. (accessed 16 July 2019 .http://ir.tripadvisor.com/releasedetail.cfm?releaseid=808058).
Vargo, S.L. & Lusch, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17.
Wang, H. Y. (2011). Exploring the factors of gastronomy blogs influencing readers’ intention to taste. International Journal of Hospitality Management, 30, 503-514.
Whalen, E.A., Belarmino, A. & Taylor, S. (2019). Share and share alike? Examining the maturation of the sharing economy through a craft beer exchange. Journal of Hospitality and Tourism Insights, 2(4), 309-325.
Xiang, Z., Du, Q., Ma, Y. & Fan, W. (2017). A comparative analysis of major online review platforms: Implications for social media analytics in hospitality an tourism. Tourism Management, 58, 51-65.
Yang, F.X. (2015). Tourist co-created destination image. Journal of Travel and Tourism Marketing, 63, 1-16.
Yıldırım, A. & Şimşek, H. (2013). Sosyal bilimlerde nitel araştırma yöntemleri. Ankara: Seçkin Yayıncılık.
Zhao, Y., Xu, X. & Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76, 111-121.
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Journal of Tourism & Gastronomy Studies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
