MANAGING WORD-OF-MOUTH COMMUNICATION IN MICHELIN STARRED RESTAURANTS IN THE NETHERLANDS
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https://doi.org/10.9744/jmp.2.2.Keywords:
word-of-mouth, promotion, restaurant.Abstract
This research attempts to investigate the effectiveness of word-of-mouth in the Michelin starred restaurants in the Netherlands. The research examined the management perspective of the restaurant owner's word-of-mouth communication. This study started with an explorative investigation and a pilot study, which aimed to discover the indications that encourage word-of-mouth. The indicators found were used to develop a conceptual model for the final research project. In the research project two instruments were used: expert interviews and a questionnaire to the restaurant owners. The results show that word-of-mouth is an effective tool in attracting new guests in Michelin starred restaurants. It also discovered that image is strongly related to word-of-mouth, as it influences the expectation by customers formed prior to the visit.Downloads
Published
2006-11-22
How to Cite
Gehrels, S. A., Kristanto, S., & Eringa, K. (2006). MANAGING WORD-OF-MOUTH COMMUNICATION IN MICHELIN STARRED RESTAURANTS IN THE NETHERLANDS. Jurnal Manajemen Perhotelan, 2(2). https://doi.org/10.9744/jmp.2.2.
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