I Ate, I Enjoyed and I Posted: Tripadvisor and Marvelous Experiences in Restaurants

被引：3
作者：
Cechinel, Eduardo
Santos, Aline Regina [1 ,2 ]
机构：
[1] Univ Estado Santa Catarina, Florianopolis, SC, Brazil
[2] Univ Estado Santa Catarina, Dept Adm Publ, Florianopolis, SC, Brazil
来源：
ROSA DOS VENTOS-TURISMO E HOSPITALIDADE | 2018年 / 10卷 / 03期
关键词：
Tourism; Restaurant; Service Experience; Word of Mouth; TripAdvisor;
D O I：
10.18226/21789061.v10i3p538
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The article aimed, through a qualitative approach, to identify the influence of servicescape and human interactions in the comments made by restaurant customers on the TripAdvisor website. A theoretical review was carried out on the themes customer's experience; electronic word of mouth; servicescape and human interactions, to place them in the research criteria. 1350 testimonials published on TripAdvisor as an excellent experience were analyzed. The results allowed to understand the impact that servicescape and human interactions have on the composition of the experiences reported by customers who attend restaurants.
引用
收藏
页码：538 / 557
页数：20
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