Comi, Gostei e Postei: Tripadvisor e Experiências Marcantes em Restaurantes / I Ate, I Enjoyed and I Posted: Tripadvisor and Marvelous Experiences in Restaurants

Resumen

Este artigo objetivou, por meio de abordagem qualitativa, identificar o cenário de serviços e as interações humanas, em comentários feitos por clientes de restaurantes no site TripAdvisor. Incialmente realizou-se uma revisão teórica sobre os temas experiência do cliente; boca-a-boca eletrônico; cenário de serviços e interações humanas, para situá-los nos critérios de investigação. A seguir foram analisados 1.350 depoimentos publicados no TripAdvisor, por clientes de restaurante que tenham classificado suas experiências nos mesmos como excelente. Os resultados permitem compreender o impacto que o cenário de serviços e as interações humanas têm na composição do relato das experiências vivenciadas por frequentadores de restaurantes.

PALAVRAS-CHAVE

Turismo. Restaurantes. Experiência em Serviços. Boca-a-Boca Eletrônico. TripAdvisor.

ABSTRACT

The article aimed, through a qualitative approach, to identify influence of the servicescape and the human interactions in the comments by restaurant customers on the TripAdvisor website. A theoretical review was carried out on the themes customer’s experience; electronic words of mouth; servicescape and human interactions, to place them in the research criteria. We have analyzed 1350 testimonials published on TripAdvisor by restaurant customers who rated their experiences in them as excellent. The results allow us to understand the impact that the servicescape and human interactions have on the composition of the experiences reported by customers who attend restaurants.

KEYWORDS

Tourism. Restaurant. Service Experience. Word of Mouth. TripAdvisor.

AUTORES

Eduardo Cechinel - Mestrando em Administração, Universidade do Estado de Santa Catarina, Florianópolis, Santa Catarina, Brasil. Currículo: http://lattes.cnpq.br/6364280886168071. E-mail: educechinel@hotmail.com

Aline Regina Santos – Doutora. Professora no Mestrado Acadêmico e no Departamento de Administração Pública, Universidade do Estado de Santa Catarina, Florianópolis, Santa Catarina, Brasil. Currículo: http://lattes.cnpq.br/9210124458700096 E-mail: aline_san@yahoo.com.br

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 PROCESSO EDITORIAL

Recebido: 07 ABR 2017; Avaliado: MAI – JUN 2017; Avaliado 2: AGO – SET; Aceito: 05 JAN 2018