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PurposeWith 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/approachThe 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.FindingsThe 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 implicationsThe 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/valueThis 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.

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.

This article gives some personal reflections on the luxury status of the most famous gastronomic bible - The Michelin Guide. The question being addressed - Is the Guide still considered a luxurious commodity? By using secondary data, the findings show that it is still recognised internationally as the symbol of \"la haute cuisine\" world and its epicurean experience. Importantly, being awarded stars has significant impacts on the pricing and visibility of restaurants. Besides, given the dualistic nature of the Guide, its offers become more present and accessible. However, many controversies are gravitating around Michelin: decrease in quality; unsuitable selection processes; secrecy and perceived unfairness in the evaluation system; restaurants and chefs refusing to be featured or awarded; the consumption of alcohol and drugs in Michelin-starred high-end kitchens; and chefs' suicide due to strong pressure.

PurposeThis study aims to explore the perspectives of patrons and the underlying factors influencing luxury consumption in British Michelin-starred restaurants. While numerous studies have investigated consumers' purchase behavior of luxury items, there is limited research focusing on the utilization of premium restaurant services. Additionally, the hospitality literature has rarely addressed the emergence of discreet luxury consumption. Therefore, this research aims to examine the experiences of British Michelin-starred restaurants by incorporating online reviews from some of the most renowned establishments in the country. The initial objective of this study was to identify the predominant themes within British Michelin-starred restaurant experiences. Furthermore, the authors sought to analyze whether these main themes varied across different market segments based on guest types.Design/methodology/approachUsing text mining tools, the authors analyzed a sample of 4,393 online reviews. Qualitative data analysis was conducted using the Leximancer program, which identified the dominant themes. Additionally, the authors performed an analysis to identify the major narratives associated with different types of guests.FindingsThe results of this analysis demonstrate that guests express a high level of satisfaction with their experiences at British Michelin-starred restaurants. The dominant themes within the narratives include food, wine, restaurant, time, reservation and innovation. It is important to note that these narratives vary depending on the type of guest.Originality/valuePrevious studies have highlighted the importance of market segmentation in Michelin-starred restaurants. This research addresses this need by specifically categorizing British Michelin-starred restaurants based on traveler type and the main concerns of their customers. The extensive data the authors collected and the authors' approach to utilizing guests' testimonials instead of traditional surveys contribute significantly to the field of academia and restaurant management.

PurposeThe 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/approachThe 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.FindingsThe 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/implicationsThe 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 implicationsRestaurants 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 implicationsThis 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/valueTo 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.

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.

PurposeThe 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/approachA 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.FindingsCustomer 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/implicationsThe 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 implicationsRestaurant 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/valueThe 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.

The study aims to investigate the formation of customer loyalty among luxury restaurant patrons in Korea. Moreover, the study investigated how the restaurants’ performance could contribute to the trust and sustainability of the Michelin restaurant guide’s reputation. The study identified meal experience, brand credibility, and brand love to influence customers’ revisit intention and willingness to pay a premium. The study surveyed 400 luxury restaurant patrons in Korea. The Michelin restaurant guide was used to classify fine dining restaurants. Measurement items from previously validated studies were adopted. The results of the study showed the meal experience scale satisfactorily measures service performance and leads to the formation of brand credibility. Subsequently, brand prestige and brand love significantly predicted customers’ loyalty intentions. Additionally, brand credibility helps form the trust of the Michelin guide and eventually predicts the long-term reputation of the guide.

Purpose This study aims to explore how haute cuisine excellence is and can be self-represented on the websites of three-star restaurants and juxtaposed onto the websites of external authoritative food guides. Design/methodology/approach In total, 26 French Michelin three-star restaurant websites and their reviews in the prominent Michelin and Gault and Millau dining guides were examined. This data was then processed using lexicometric software. Findings Five semantic universes emerged, showing that restaurants and dining guides do not emphasize the same elements of culinary excellence. While restaurant websites emphasize the charismatic leadership role of the chef through family history, professional recognition and vicarious learning, the two iconic guides are far from rating the criteria they claim to: For the Michelin Guide, criteria other than cuisine appear central. Conversely, Gault and Millau, far from its nouvelle cuisine principles advocating democratization at lower cost, insists on fine products. Practical implications It remains essential for restaurants to use a repertoire of cultural components and symbols, capitalize on the charismatic and architectural roles of their chef and showcase fine products that are representative of classical cuisine. Storytelling and dynamic narrative add-ons, regularly updated on large-audience social media, appear central to increasing restaurants’ perceived value, communicating innovation and attesting to their singularity and uniqueness. Originality/value To the best of the authors’ knowledge, this is the first empirical study to overlap the lexical perspectives of three-star restaurants and iconic guides’ websites.