“How was your meal?” Examining customer experience using Google maps reviews

Towards a comprehensive understanding of football stadium tourism

“…My two mates opted for the Pie and Chips and I had the Sausage and Mash. (Molineux Stadium, December 2017) Quality of service also significantly affects the experience of restaurant customers (Mathayomchan & Taecharungroj, 2020), and this is also the case for diners at football stadia, with words such as service, staff, friendly, and help(ful) commonly found in our analysis (Table 2). A visitor to the Etihad Stadium in May 2017 wrote:…”

“…However, as Lee et al (2015) find gastronomic provision for conference events held at sports stadia may be more limited and of lower quality than at other venues, such as hotels. Where comestible offerings fall below expectations, as with restaurant reviews (Mathayomchan & Taecharungroj, 2020), judgements about stadia experience can be harsh:…”

“…The quality of food and hospitality services is critical to the satisfaction of many matchday hospitality visitors and attendees to other events alike. The resemblance between football stadium and restaurant experiences creates an opportunity for stadia and tourism managers to learn from the research on restaurant and hospitality management in enhancing visitor experience with the provision of high quality food, service and value (Mathayomchan & Taecharungroj, 2020).…”

Comunicação Boca a Boca Como Instrumento De Marketing Para Micro E Pequenas Empresas

“…Além disso, com a variedade e número de concorrentes do setor, as empresas devem ser capazes de criar estratégias de sobrevivência atendendo a demanda dos diferentes públicos que consomem o produto (SOLUNOĞLU, 2020). Neste sentido, uma importante fonte de vantagem competitiva para as lanchonetes é a experiência do cliente (MATHAYOMCHAN;TAECHARUNGROJ, 2020).…”

“…Os serviços, por serem intangíveis, não permitem a avaliação dos consumidores antes do consumo, portanto, a compra de serviços traz maior risco, pois os clientes ficam mais dependentes do boca a boca. Assim, uma experiência positiva do consumidor pode ser criada por meio de situações ou práticas na loja, como por exemplo: o serviço de atendimento, a atmosfera (ambiente) da loja, qualidade dos produtos oferecidos (MITCHELL et al, 2015;BAHAUDDIN;WEI;MANTIHAL, 2020;MATHAYOMCHAN;TAECHARUNGROJ, 2020) e preço (NAMIM, 2017, BAHAUDDIN;WEI;MANTIHAL, 2020;MATHAYOMCHAN;TAECHARUNGROJ, 2020) que acarretam um boca a boca positivo (MITCHELL et al, 2015). Dessa forma, essas variáveis serão analisadas no estudo.…”