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Open Access
Article
Publication date: 9 August 2022

Paulo Rita, Celeste Vong, Flávio Pinheiro and João Mimoso

With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others'…

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Abstract

Purpose

With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four key aspects (food, service, ambience and price) change after a restaurant is awarded a Michelin Star to shed light on how the award of a Michelin Star affects online reviews as well as what factors contribute to positive online restaurant reviews.

Design/methodology/approach

The authors conducted a sentiment analysis of online restaurant reviews on TripAdvisor. A total of 8,871 English-written reviews from 87 restaurants located in Europe were extracted using a web crawler developed by Beautiful Soup, and data were then processed using Semantria.

Findings

The study findings revealed that overall sentiments decreased after restaurants were awarded a Michelin Star, in which service sentiment was the most affected aspect, followed by food and ambience. Yet, price sentiment showed a prominent increase. This provides valuable insights for Michelin-starred restaurant operators and owners to create a unique and compelling gastronomic experience that triggers positive online reviews.

Practical implications

The results of this study argue that consumers tend to hold higher expectations for this type of upscale restaurants given its recognition and quality assurance, so they are more likely to have negative feelings when their expectations are disconfirmed. Therefore, restaurants should continuously improve their food and service while paying attention to small details such as ambience, through creativity and innovation. Also, high-end restaurants, especially Michelin-starred restaurants, usually have the edge in premium pricing, yet competitive pricing may backfire considering its perceived luxurious values.

Originality/value

This study analyzed changes in customer sentiments when a restaurant is awarded a Michelin Star through text analytics. Through the lens of online restaurant reviews, the study findings contribute to identifying aspects that are most or least affected by the award of a Michelin Star as well as highlight the role of ambience in customer satisfaction which might have been overlooked in previous studies.

研究目的

隨著社交媒體日趨普及,消費者出現一種常見的做法,就是在網上書寫評論,分享他們的意見和體驗,他們也會參考其他消費者的評論,以在購物時能作出知情決定。本研究擬探討當餐館獲得米其林星級時,消費者對它們在四個主要方面 (即食物、服務、情調和價格) 的網上評價會如何改變。我們藉此能更容易了解、餐館獲得米其林星級會如何影響其網上評論,以及是哪些因素、會為這些餐館帶來正面的網上評價。

研究設計/方法/理念

我們對貓途鷹平台上的網上餐館評論進行情感分析。透過BeautifulSoup 研發的網絡爬蟲,我們取出位於歐洲87間餐館、共8,871個以英文書寫的評論,並把這些數據以Semantria加以處理。

研究結果

研究結果顯示、當餐館獲得米其林星級時,顧客的整體情緒會下降,而其中最受影響的是服務情懷,其次是食物和情調; 但價格情緒卻有明顯的上升。這研究結果給獲得米其林星級餐館的經營者及其東主提供寶貴的啟示,讓他們了解如何為顧客創造一個可帶來正面網上評價的獨特而難忘的美食體驗。

研究的原創性/價值

本研究透過文本挖掘、去分析當餐館獲得米其林星級時,顧客情緒會如何改變; 透過網上餐館評論這面透視鏡子,本研究得到的結果、幫助我們確定米其林星級的聲譽所影響最大和最小的是哪些方面,以及讓我們更深入了解餐館的情調在顧客滿意程度上所扮演的角色,而這個角色在過去的研究中似被忽視。

管理上的啟示

本研究的結果提供了論據、證明由於消費者對擁有相關的認可和品質保證的這類高檔餐館一般予以較高的期望,故當他們發現期望與現實不符時,他們更容易產生負面的情緒; 因此,餐館在關注如情調方面的細節的同時,也應透過創造力和新觀念、去不斷改善他們提供的食物素質和服務水平; 而且,高檔餐館,尤其是獲得米其林星級的餐館,通常在溢價定價方面享有優勢,但當考慮到感知的奢華價值時,具競爭力的價格或會為餐館帶來反效果。

Details

European Journal of Management and Business Economics, vol. 32 no. 3
Type: Research Article
ISSN: 2444-8451

Keywords

Article
Publication date: 28 August 2007

Michael Ottenbacher and Robert J. Harrington

This paper aims to compare and contrast the innovation process described by Michelinstarred chefs with existing theoretical innovation process models.

8858

Abstract

Purpose

This paper aims to compare and contrast the innovation process described by Michelinstarred chefs with existing theoretical innovation process models.

Design/methodology/approach

Semi structured interviews with Michelinstarred chefs in Germany were conducted to better understand the underlying factors and dimensions that describe process practices. A sample of 12 Michelinstarred chefs awarded one, two or the maximum of three stars were interviewed about how they develop new food creations in their restaurants.

Findings

Research results indicated that the development process of Michelinstarred chefs has similarities and differences to traditional concepts of new product development. Michelinstarred chefs' innovation processes do not include a business analysis stage and because of the simultaneity of production and consumption and the importance of human factors in service delivery, employees play a more important role in fine dining innovation than in other product innovation situations. Furthermore, Michelinstarred chefs' innovation processes do not implement an all‐encompassing evaluation system.

Research limitations/implications

The study was conducted in only one country and on a small sample. Based on an analysis of the findings, the innovation development process of Michelin chefs can be broken down into seven main steps.

Originality/value

The present study expands the scope of hospitality innovation research and the findings have not only important implications for high‐end restaurant settings but also other restaurant segments, and other hospitality service endeavors.

Details

International Journal of Contemporary Hospitality Management, vol. 19 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 April 2022

Dohyung Bang, Kyuwan Choi and Alex Jiyoung Kim

Receiving Michelin stars is considered an effective marketing tool and a prestigious certification in the restaurant industry. However, the direct effects of Michelin stars on…

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Abstract

Purpose

Receiving Michelin stars is considered an effective marketing tool and a prestigious certification in the restaurant industry. However, the direct effects of Michelin stars on restaurant performance remain unclear. To bridge this gap, this study aims to empirically validate the “Michelin effect” on the consumption values of restaurant patrons before and after receiving Michelin stars.

Design/methodology/approach

The data, collected from OpenTable, consist of over 160,000 reviews written for 218 restaurants, including 109 Michelin-starred (treatment group) and 109 nonstarred restaurants (control group). The authors measure perceived consumption value using the collected user-generated review data. The authors estimate fixed-effect difference-in-differences regressions to validate the Michelin effect.

Findings

Michelin stars enhance social, hedonic and service quality values, which are nonfunctional values. However, no significant effects on functional consumption values, such as economic, food quality and ambience quality values, are observed, even though Michelin stars are pure awards for kitchen performance.

Practical implications

Michelin stars can be an effective marketing tool for fine-dining restaurants because customers consider emotional and nonfunctional benefits such as hedonic and social values, which are more important than functional benefits such as food value. Furthermore, Michelin effects are heterogeneous depending on the number of stars awarded, price range and customers’ gastronomic involvement. These offer a strong rationale for monitoring social media, which may help managers better understand their customers and improve their performance.

Originality/value

This study extends the current literature on the Michelin effect by quantifying consumption values using user-generated review data. To the best of the authors’ knowledge, this study offers the first empirical evidence that directly validates the Michelin effect.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 21 November 2023

Ramón Barrera-Barrera

The main goal of this paper is to identify the attributes of consumer experience in Michelin-starred restaurants and to estimate their effects on restaurant ratings.

1250

Abstract

Purpose

The main goal of this paper is to identify the attributes of consumer experience in Michelin-starred restaurants and to estimate their effects on restaurant ratings.

Design/methodology/approach

A sample of 70,233 online reviews of 224 Spanish Michelin-starred restaurants were analysed with the latent Dirichlet allocation algorithm. A sentiment analysis and a logistic regression analysis were also employed to estimate the effect of attributes on restaurant ratings.

Findings

Customer attention, food quality, decor and ambience and value for money are frequently used to define restaurant experience. However, it is shown in this study that the experience in a Michelin-starred restaurant goes beyond the evaluation of those four attributes. Furthermore, the effect of the factors that were identified on customer satisfaction differed depending on the restaurant ratings.

Research limitations/implications

The findings are linked to the context of Spanish Michelin-starred restaurants. It is also assumed in this study that online reviews are based on truthful opinions.

Practical implications

Restaurant managers should primarily focus on customer attention and food quality to achieve customer satisfaction. In addition, those restaurants with an error-free service and a highly appreciated wine list among diners are more likely to achieve the culinary excellence that deserves a 5-star rating on TripAdvisor.

Originality/value

The attributes of the restaurant experience are frequently identified in literature reviews. Research based on text-mining analyses of customer reviews to discover a posteriori the factors that define a restaurant experience is scarce, and particularly difficult to find in the context of Michelin-starred restaurants.

Details

British Food Journal, vol. 125 no. 13
Type: Research Article
ISSN: 0007-070X

Keywords

Book part
Publication date: 25 January 2022

Kuan-Huei Lee

The growth of luxury tourism has been brought to a grinding halt due to the COVID-19 pandemic affecting most parts of the world since early 2020. Although the time for recovery of…

Abstract

The growth of luxury tourism has been brought to a grinding halt due to the COVID-19 pandemic affecting most parts of the world since early 2020. Although the time for recovery of hospitality and tourism industries is still unclear, experience from the SARS outbreak in 2003 showed that the bounce back from consumers could be fast. The group of most affluent consumers, mostly known as HNWIs (high net worth individuals), will resume their original consumption behaviour much sooner than the rest of the market; these affluent consumers are the main target market of luxury hospitality and tourism industries.

This chapter presents different types of luxury tourism, luxury lifestyle, luxury tourists' decision-making and luxury hospitality products. The luxury food and beverage business in Singapore is presented to illustrate the commercial environment during the pandemic.

Details

The Emerald Handbook of Luxury Management for Hospitality and Tourism
Type: Book
ISBN: 978-1-83982-901-7

Keywords

Article
Publication date: 10 August 2020

Wided Batat

The purpose of this research is to examine response strategies and the change in Michelin-starred chefs' practices to adapt to the global pandemic coronavirus disease 2019…

4745

Abstract

Purpose

The purpose of this research is to examine response strategies and the change in Michelin-starred chefs' practices to adapt to the global pandemic coronavirus disease 2019 (COVID-19) crisis that has strongly affected the foodservice sector.

Design/methodology/approach

The authors conducted an exploratory qualitative research that used mixed-method, combining online interviews with 12 French Michelin-starred chefs and archival data. A manual thematic analysis method was used to analyze the data and identify relevant themes following an iterative coding process.

Findings

The findings show that Michelin-starred restaurants implement multilevel response strategies by developing dynamic capabilities while playing a social role through the development of new forms of business practices. The results show that Michelin-starred chefs adopt social bricolage entrepreneurial thinking to deal with the extreme situation and use diverse resources and response strategies to tackle social issues and improve the collective and individual well-being. The authors identified three major response strategies implemented by luxury restaurants: philanthropic activities targeting the well-being of the community, socially responsible business practices to support the foodservice actors and initiatives centered on consumer's food well-being.

Research limitations/implications

The limits of this study are related to the small sample size and the elimination of psychographic criteria such as age and gender, which can extend our understanding of response strategies implemented by female and male owners or by age range during crises in the foodservice sector. Also, given that France is the country of Haute gastronomy, the conclusions of this study may not be generalizable to other countries where the gastronomic culture might be different.

Practical implications

Restaurants with high-end or luxury positioning must use multilevel – i.e. individual, sector and societal – response strategies to play a social role while sustaining their businesses during times of crisis. These insights seek to provide a roadmap which can be applied to other sectors to assess response strategies driven by various motives, resources and capabilities.

Social implications

This research contributes to transformative service research literature by providing insights regarding how service providers can rethink their activities during the crises to play an active social role. Also, the findings point to several ways in which service actors can help customers and the community to improve their well-being.

Originality/value

To our knowledge, no prior research examined both the type of response strategies deployed by companies to survive and the importance of playing a social role and developing socially responsible business practices during times of crisis.

Details

Journal of Service Management, vol. 32 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

Book part
Publication date: 25 January 2022

Adela Balderas-Cejudo, Diana Gavilan and S. Fernandez-Lores

The relationship between food and tourism has always been an increasingly important segment in the real worlds of hospitality, destination marketing and tourism development…

Abstract

The relationship between food and tourism has always been an increasingly important segment in the real worlds of hospitality, destination marketing and tourism development. However, only recently we have seen the acceptance of the growth in interest in gastronomic tourism as an academic field of study. Nowadays, there is a worldwide rise of concern for gastronomy and, specifically, for top gastronomy. The influence of gastronomy on tourism has provided new and exciting opportunities for major stakeholders in the tourism and travel industry.

This chapter focuses on the relation between Michelin-starred restaurants and luxury tourism in an attempt to understand the impact and influence of luxury restaurants in tourism. An evolutionary analysis of the literature and a Michelin-starred case study will be conducted with the aim of: (1) understanding Michelin star system and luxury gastronomy; (2) analyzing the potential link between top gastronomy and luxury gastronomy; and (3) listening to chefs' voices and perspectives on changes in consumer behaviour, perspectives and trends. Findings generated by this approach may help create innovative ways to address luxury tourism and hospitality.

Details

The Emerald Handbook of Luxury Management for Hospitality and Tourism
Type: Book
ISBN: 978-1-83982-901-7

Keywords

Article
Publication date: 31 July 2021

Wided Batat

This paper aims to draw on the sociocultural dimensions of food luxury consumption as a new theoretical foundation to explore the consumers’ perceptions of ethical food production…

1903

Abstract

Purpose

This paper aims to draw on the sociocultural dimensions of food luxury consumption as a new theoretical foundation to explore the consumers’ perceptions of ethical food production and consumption practices within luxury gastronomic restaurants.

Design/methodology/approach

The authors conducted a contextualized, qualitative exploration of French luxury dining settings among 35 consumers with different profiles, food cultural backgrounds and gastronomic knowledge. Drawing on Thompson’s analysis framework, the authors captured the narratives beyond the stories told by participants that describe their perceptions and the meanings they assign to ethical food practices in Michelin-starred restaurants.

Findings

The results illustrate how consumers with different profiles perceive ethical food practices within luxury restaurants. The authors identified three segments: novice, advanced and confirmed according to participants’ acquaintance with luxury gastronomy codes and values. These three profiles served as a framework to examine consumers’ perceptions of ethical food forms – environmental sustainability, food well-being and cultural heritage – within the luxury dining setting.

Research limitations/implications

The study revealed no one dominant form of ethical food practices as emphasized in prior studies. Rather, there are multiple forms, including functional, hedonic and symbolic values, related to the degree of familiarity and knowledge of consumers in terms of their luxury gastronomic experiences. The findings show that the perception of ethical food practices within luxury restaurants can encompass additional dimensions such as food well-being and cultural preservation and transmission. This information can enrich the restaurant sustainability literature that principally focuses on health, community and the ecological aspects of food ethics in restaurants. Although this study suggests numerous new insights, there are limitations related to focusing on the French food culture. However, these limitations can help us develop other opportunities for future research.

Practical implications

The findings of this study provide luxury professionals and marketers with key insights into effective strategies to integrate sustainable practices while enhancing the luxury experience. The findings show that to encourage luxury businesses and restaurants to promote sustainable practices, it is necessary to enhance the functional, social, emotional and cultural dimensions of the perceived benefits of offering sustainable luxury experiences and reducing the constraints related to sustainability.

Social implications

With its focus on the luxury dining settings underpinning the ethical food practices from the perspective of consumers, this research offers novel insights for researchers and luxury professionals interested in ethical and sustainable business practices.

Originality/value

This research suggests a new way to study sustainability and ethical food production and consumption practices in luxury dining settings – namely, as multiple, culturally embedded perceptions related to three main profiles of luxury gastronomy consumers: novice, advanced and confirmed.

Article
Publication date: 3 April 2017

Joan C. Henderson

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…

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Abstract

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.

Details

British Food Journal, vol. 119 no. 4
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 13 February 2024

Cynthia Mejia and Katherine Wilson

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned…

Abstract

Purpose

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned closure of the Michelin three-star restaurant, Noma.

Design/methodology/approach

This study used critical discourse analysis to inductively analyze 91 source documents retrieved through a lexical database search. The analysis yielded five overarching themes and six subthemes.

Findings

Findings from this study serve as a benchmark in retrospect for capturing a rapidly accelerating global conversation from January to March 2023 around the long-term viability and social sustainability of the fine dining business model.

Research limitations/implications

Against the backdrop of labor challenges in the restaurant industry due to the Covid-19 pandemic and its aftermath, the announced closure of Noma precipitated criticism of the stage (unpaid intern) system and the intense pressures of attaining and maintaining Michelin star status.

Practical implications

Results from the discourse analysis suggest certification for fine dining restaurants, perhaps through the Michelin Guide, for demonstrating a commitment to social sustainability as a qualifier to achieve a Michelin star.

Social implications

Findings from this research reveal a palpable change in societal tolerance for a more socially sustainable fine dining restaurant business model that advances equitable solutions for its workers while assuring the economic sustainability of restaurants.

Originality/value

This study drew upon a foodscape lens to reveal a juxtaposition between well-executed environmentally sustainable initiatives in the fine dining business model and the threats to the social sustainability among its workers.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

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