On Finding the Voice of the Customer in the Digital Traces of the Michelin-Star Gastronomy Experience: Unveiling Insights for Service Design

摘要

Services contribute to create experiences, and the critical question is how the management can systematically orchestrate the service layer that underlies experiences, taking into account that this endeavor, in most cases, require the participation of all departments and systems of a firm. In that context, the first issue is how to find the insights that are the basis for design. In a service economy where co-creation is a trend, it is mandatory to incorporate the voice of the customer from the first moment. By means of sentiment-analysis and statistics, this paper draws insights from opinions on a digital platform of customers of renowned Michelin-starred restaurants for the improvement of a gastronomic experience design. The Michelin-star system leads service provision in the realm of haute cuisine identifying and giving greater visibility to those restaurants whose value proposal stands out from the rest. The basic assumption of this paper is that analyzing sector leaders can be of great help for the rest of the actors in the field.