 When cuisine becomes less haute: The impact of expert ratings on consumers' legitimacy judgmentsAmélie Clauzel, Hélène Delacour and Sébastien Liarte Journal of Business Research, 2019, vol. 105, issue C, 395-404 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. Keywords: Legitimacy; Neoinstitutional theory; Online review; consumers' judgment; Expert ratings; Gastronomy (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:105:y:2019:i:c:p:395-404 DOI: 10.1016/j.jbusres.2019.03.038 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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