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When cuisine becomes less haute : The impact of expert ratings on consumers' legitimacy judgments

Author

Listed:
  • Amélie Clauzel

    (ISC Paris - Institut Supérieur du Commerce de Paris, UP1 - Université Paris 1 Panthéon-Sorbonne, PRISM Sorbonne - Pôle de recherche interdisciplinaire en sciences du management - UP1 - Université Paris 1 Panthéon-Sorbonne)

  • Hélène Delacour

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

  • Sébastien Liarte

    (BETA - Bureau d'Économie Théorique et Appliquée - INRA - Institut National de la Recherche Agronomique - UNISTRA - Université de Strasbourg - UL - Université de Lorraine - CNRS - Centre National de la Recherche Scientifique)

Abstract

What happens when expert ratings downgrade an organization? How does this downgrading influence the consumers legitimacy's judgments? To answer this issue, we study the ‘Relais Bernard Loiseau' that was downgraded from a three-star to a two-star restaurant by the widely recognized expert, the Michelin Guide. Based on the quantitative and qualitative analysis of the 665 online reviews on the TripAdvisor website from 2004 to June 2017, our findings reveal a null effect on the rating (quantitative component of the evaluation) and a non-linear influence on their online comments (qualitative component). Our findings thus underline the great role of negative emotions in their judgment process, as the emergence of three positions towards the Michelin Guide that evolve: disapproval, approval and impartial. Those findings contribute to nourish the nascent bridge between neoinstitutional theory and consumer-behavior field.

Suggested Citation

  • Amélie Clauzel & Hélène Delacour & Sébastien Liarte, 2019. "When cuisine becomes less haute : The impact of expert ratings on consumers' legitimacy judgments," Post-Print hal-02513471, HAL.
    • Handle: RePEc:hal:journl:hal-02513471
    DOI: 10.1016/j.jbusres.2019.03.038
    Note: View the original document on HAL open archive server: https://hal.univ-lorraine.fr/hal-02513471
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    References listed on IDEAS

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    Cited by:

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    2. Ben Slimane, Karim & Chaney, Damien & Humphreys, Ashlee & Leca, Bernard, 2019. "Bringing institutional theory to marketing: Taking stock and future research directions," Journal of Business Research, Elsevier, vol. 105(C), pages 389-394.
    3. Cristina Mele & Tiziana Russo Spena & Marialuiza Marzullo & Irene Bernardo, 2023. "The phygital transformation: a systematic review and a research agenda," Italian Journal of Marketing, Springer, vol. 2023(3), pages 323-349, September.
    4. Colmekcioglu, Nazan & Marvi, Reza & Foroudi, Pantea & Okumus, Fevzi, 2022. "Generation, susceptibility, and response regarding negativity: An in-depth analysis on negative online reviews," Journal of Business Research, Elsevier, vol. 153(C), pages 235-250.
    5. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
    6. Francisco Díez-Martín & Alicia Blanco-González & Camilo Prado-Román, 2021. "The intellectual structure of organizational legitimacy research: a co-citation analysis in business journals," Review of Managerial Science, Springer, vol. 15(4), pages 1007-1043, May.

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