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

Abstract

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. PU - UNIV CAXIAS SUL, PROGRAMA POS-GRADUACAO & TURISMO PI - CAXIAS DO SUL PA - RUA FRANCISCO GETULIO VARGAS, 1130, CAXIAS DO SUL, 95070-560, BRAZIL