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.

Creator(s)

• SJOERD GEHRELS
• STEPHANIE KRISTANTO
• KLAES ERINGA

Contributor(s)

-

Publisher

Universitas Kristen Petra; 2006

Language

English

Category

jou – Journal

Sub Category

-

Source

Jurnal Manajemen Perhotelan, Vol. 2, No. 2, September 2006: 47-56; Sjoerd A. Gehrels (NA00000708), Stephanie Kristanto (NA00000720), Klaes Eringa (NA00000707)

Subject(s)

• RESTAURANTS-MANAGEMENT
• PUBLIC OPINION

File(s)

• jiunkpe-ns-jou-2006-na00000708-14161-michelin-resource1.pdf