Please use this identifier to cite or link to this item: http://hdl.handle.net/11328/2199
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dc.contributor.authorPacheco, Luís Miguel-
dc.date.accessioned2018-07-11T17:06:41Z-
dc.date.available2018-07-11T17:06:41Z-
dc.date.issued2018-06-05-
dc.identifier.isbn2182-5580-
dc.identifier.urihttp://hdl.handle.net/11328/2199-
dc.description.abstractElectronic word-of-mouth (eWOM) has gained importance with the emergence of new online tools and the hospitality sector is at the core of this phenomenon. In this study, we use a data set of client reviews for Michelin starred restaurants located in Portugal and Spain to analyze the reviews in terms of overall satisfaction and four specific attributes. By employing statistical tests and regression analysis we find that the “food” and “service” attributes show a greater correlation with overall satisfaction than other criteria, and those attributes are common across restaurant segments and countries. These results have implications for the restaurant industry, highlighting the most important determinants of overall satisfaction. Some areas would benefit from small improvements and investments, which could make a difference in terms of rating and might bring a competitive advantage.pt_PT
dc.language.isoengpt_PT
dc.relation.ispartofseries32;-
dc.rightsopenAccesspt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-nc-sa/4.0/pt_PT
dc.subjectRestaurantspt_PT
dc.subjectelectronic word-of-mouthpt_PT
dc.subjectonline review platformspt_PT
dc.subjectMichelin Guidept_PT
dc.titleAn analysis of online reviews of upscale Iberian restaurants.pt_PT
dc.typearticlept_PT
dc.peerreviewedyespt_PT
degois.publication.firstPage38pt_PT
degois.publication.lastPage53pt_PT
degois.publication.titleDos Algarves: A Multidisciplinary e-Journalpt_PT
dc.identifier.doi10.18089/DAMeJ.2018.32.3pt_PT
Appears in Collections:REMIT - Artigos em Revistas Nacionais / Papers in National Journals

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