Identifying attributes of wineries that increase visitor satisfaction and dissatisfaction: Applying an aspect extraction approach to online reviews

Seunghun Shin, Juan Luis Nicolau

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

This study analyzes the satisfiers and dissatisfiers of wineries to identify potential asymmetric relationships between winery attributes and visitor satisfaction. By using aspect extraction and a regression approach, a sample of 9,376 reviews corresponding to 524 wineries in Spain, from February 2010 to April 2021, is examined; the main results being that asymmetric effects are found for different attributes. Among the identified six attributes, three (“Wine-related,” “Overall experience,” and “Staff service”) were identified as satisfiers and one (“Cost”) as a dissatisfier. An important theoretical contribution is the non-linear nature of the two- and three-factor theories on customer satisfaction in a winery context.

Original languageEnglish
Article number104528
JournalTourism Management
Volume91
DOIs
Publication statusPublished - Aug 2022

Keywords

  • Attributes
  • Online reviews
  • Satisfaction
  • Sentiment scores
  • Wine tourism

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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