Online reviews at the table

: the influence of online reviews on Michelin restaurants

Abstract

In recent years, the digital landscape has profoundly influenced consumer behavior and the high-end gastronomy was no exception. Hence, understanding the dynamics of online feedback has become crucial for esteemed culinary establishments. Through a qualitative analysis of 2128 online reviews from Portugal, Spain and France, the research examines the influence of digital feedback on the perception of Michelin-starred restaurants. The results reveal 7 themes associated with the reviews of the three types of Michelin stars: “restaurant”, “menu”, “food”, “meal”, “recommend”, “bread”, and “hotel”. The identified themes were divided into three overarching groups, namely Exploring Culinary Marvels in Fine Dining Establishments: Restaurants and Menus, Bites and Delights: Food, Bread and Meals and Refined Choices: Recommendations and Prestigious Hotel Partnerships. Positive reviews, praising culinary excellence, ambiance, and service, significantly elevates the restaurants' image, enhancing their conceptual allure. On the other hand, criticisms over wait times and not meeting the expected standards, directly impacts customer choices. This dissertation seeks to contribute to the theoretical frameworks related to consumer behavior in luxury dining settings, while also offering practical insights for Michelin-starred establishments to enhance their service, menu presentation, and overall dining experience.

Date of Award	31 Jan 2024
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Helena Rodrigues (Supervisor)