Satisfaction and dissatisfaction in wine tourism: a user-generated content analysis

Meneses, Raquel; Brito, Carlos; Lopes, Bárbara; Correia, Ricardo

Publication

Satisfaction and dissatisfaction in wine tourism: a user-generated content analysis

2023Journal article

dc.contributor.author	Meneses, Raquel
dc.contributor.author	Brito, Carlos
dc.contributor.author	Lopes, Bárbara
dc.contributor.author	Correia, Ricardo
dc.date.accessioned	2024-03-20T10:17:56Z
dc.date.available	2024-03-20T10:17:56Z
dc.date.issued	2023
dc.description.abstract	Consumer satisfaction plays a critical role in the success and survival of tourism organizations, including wine tourism. This study aims to identify the determinants of satisfaction and dissatisfaction in wine tourism experiences using a customer-centric approach and analyzing user-generated content. The analysis reveals that satisfaction and dissatisfaction in wine tourism are influenced by different factors, supporting the two- and three-factor theories. Common themes among satisfied and dissatisfied tourists include wine, visits, and related circuits. The study validates online reviews as a valuable source of information and introduces a qualitative content analysis methodology for wine tourism research. Theoretical implications demonstrate that satisfaction in wine tourism is multidimensional, reinforcing existing theories and expanding knowledge of sensory experiences and motivating factors. Managerially, the findings highlight the critical success factors of wine and related activities, emphasizing the need for continuous improvement. Dissatisfiers, such as waiting time and employee performance, can lead to a competitive disadvantage, while satisfiers like wine tastings and aesthetics present opportunities for enhancing customer satisfaction and gaining a competitive advantage. This research contributes to the body of knowledge by shedding light on the specific determinants of satisfaction and dissatisfaction in wine tourism experiences. It underscores the importance of a customer-centric perspective, validates online reviews as a data source, and enhances understanding of the multidimensional nature of satisfaction in wine tourism. The study offers insights for researchers and managers, suggesting alternative measurement tools and encouraging further exploration of sensory aspects and motivations.	pt_PT
dc.description.version	info:eu-repo/semantics/publishedVersion	pt_PT
dc.identifier.citation	Meneses, Raquel; Brito, Carlos; Lopes, Bárbara; Correia, Ricardo (2023). Satisfaction and dissatisfaction in wine tourism: a user-generated content analysis. Tourism and Hospitality Research. ISSN 1467-3584.	pt_PT
dc.identifier.doi	10.1177/14673584231191989	pt_PT
dc.identifier.eissn	1742-9692
dc.identifier.issn	1467-3584
dc.identifier.uri	http://hdl.handle.net/10198/29629
dc.language.iso	eng	pt_PT
dc.peerreviewed	yes	pt_PT
dc.publisher	Sage	pt_PT
dc.rights.uri	http://creativecommons.org/licenses/by/4.0/	pt_PT
dc.subject	Wine tourism	pt_PT
dc.subject	Satisfaction	pt_PT
dc.subject	Dissatisfaction	pt_PT
dc.subject	Experiences	pt_PT
dc.subject	User-generated content	pt_PT
dc.subject	Online reviews	pt_PT
dc.subject	Leximancer	pt_PT
dc.title	Satisfaction and dissatisfaction in wine tourism: a user-generated content analysis	pt_PT
dc.type	journal article
dspace.entity.type	Publication
oaire.citation.endPage	15	pt_PT
oaire.citation.startPage	1	pt_PT
oaire.citation.title	Tourism and Hospitality Research	pt_PT
person.familyName	Correia
person.givenName	Ricardo
person.identifier	2752542
person.identifier.ciencia-id	8C10-37EE-796D
person.identifier.orcid	0000-0002-0132-4002
person.identifier.scopus-author-id	37085131800
rcaap.rights	openAccess	pt_PT
rcaap.type	article	pt_PT
relation.isAuthorOfPublication	99a2c38b-f63f-444f-809e-e3a9f73e732f
relation.isAuthorOfPublication.latestForDiscovery	99a2c38b-f63f-444f-809e-e3a9f73e732f