Customer Service Experience in the Eyes of Tourists and Locals Content Analysis of Online Reviews
Author
Richterová, Marie
Term
4. term
Education
Publication year
2016
Pages
71
Abstract
Dette studie undersøger, hvordan kundeservice opleves af to grupper – lokale og turister – i fuldservice, afslappede restauranter med tjekkisk køkken i Prag. Efterhånden som gæster bliver mere kræsne, ændrer deres forventninger og adfærd sig, hvilket gør servicekvalitet til en vigtig konkurrencefordel. Samtidig giver online anmeldelsesplatforme et døgnåbent indblik i, hvad gæster lægger vægt på. Som primære data anvendes kvalitativ indholdsanalyse af online anmeldelser for at finde fælles mønstre, der kendetegner de to grupper. En gennemgang af sekundære kilder – herunder publikationer, internetartikler og akademiske artikler – om spiseoplevelse, servicekvalitet (og dens dimensioner), kundeservice og medarbejderes serviceadfærd danner den teoretiske ramme. Med afsæt i denne ramme udviklede forskeren en kodningsramme for kundeservice og gennemførte en todelt analyse: (1) sentimentanalyse for at vurdere, om servicen blev opfattet positivt eller negativt, og (2) tematisk analyse for at identificere, hvilke kundeservicekategorier der betyder mest for både lokale og turister. Resultaterne diskuteres i relation til teorien for at belyse ligheder og forskelle mellem grupperne. Formålet er at give ny indsigt i, hvordan lokale og turister opfatter restaurantservice i Prag, og at pege på perspektiver for fremtidig turismeforskning ved at udnytte de rige data på anmeldelsessider.
This study examines how customer service is perceived by two groups—locals and tourists—in full‑service, casual dining restaurants serving Czech cuisine in Prague. As guests become more discerning, their expectations and behavior change, making service quality a key competitive differentiator. At the same time, online review platforms offer a round‑the‑clock view of what diners find important. The primary method is qualitative content analysis of online reviews to identify recurring patterns that characterize the two groups. A review of secondary sources—including published texts, internet articles, and academic studies—on dining experience, service quality (and its dimensions), customer service, and employee service behavior provides the theoretical framework. Based on this framework, the researcher developed a customer service coding scheme and carried out a two‑stage analysis: (1) sentiment analysis to assess whether service was viewed positively or negatively, and (2) thematic analysis to identify which customer service categories matter most to both locals and tourists. The results are discussed alongside the literature to highlight similarities and differences between the groups. The aim is to provide fresh insight into how locals and tourists perceive restaurant service in Prague and to suggest directions for future tourism research by leveraging the rich data available on review sites.
[This abstract was generated with the help of AI]
Keywords
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