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标题：Satisfaction and Dissatisfaction in Wine Tourism: A User-Generated Content Analysis（葡萄酒旅游中的满意和不满意：用户生成内容分析）
作者：Raquel Meneses, Carlos Brito, Bárbara Lopes, and Ricardo Correia（通讯作者）摘要：消费者满意度对于旅游组织（包括葡萄酒旅游）的成功和生存起着至关重要的作用。本研究旨在采用以客户为中心的方法并分析用户生成的内容，以确定葡萄酒旅游体验满意和不满意的决定因素。分析表明，葡萄酒旅游的满意和不满意受到不同因素的影响，支持了二因素和三因素理论。满意和不满意游客的共同主题包括葡萄酒、参观和相关巡游。该研究验证了在线评论作为有价值的信息来源的有效性，并为葡萄酒旅游研究引入了定性内容分析方法论。理论意义表明，葡萄酒旅游的满意度是多维的，强化了现有理论并扩展了感官体验和促进因素的知识。在管理上，调查结果强调了葡萄酒及相关活动的关键成功因素，强调了持续改进的必要性。等待时间和员工表现等不满意因素可能会导致竞争劣势，而品酒和美学等满意因素则提供了提高客户满意度和获得竞争优势的机会。这项研究通过揭示葡萄酒旅游体验满意和不满意的具体决定因素，为知识体系做出了贡献。它强调了以客户为中心的观点的重要性，验证了在线评论作为数据源的有效性，并增强了对葡萄酒旅游满意度的多维性质的理解。该研究为研究人员和管理者提供了见解，提出了替代测量工具并鼓励进一步探索感官方面和动机。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.关键词：葡萄酒旅游、满意、不满意、体验、用户生成内容、在线评论、leximancer图 1 展示了关于游客参观葡萄牙葡萄酒旅游单位满意体验的概念图：
图 2 展示了对葡萄牙葡萄酒旅游单位参观不满意的游客评价的概念图：
欢迎阅读与引用：Meneses, R., Brito, C., Lopes, B., & Correia, R. (2023). Satisfaction and Dissatisfaction in Wine Tourism: A User-Generated Content Analysis. Tourism and Hospitality Research, 0(0). https://doi.org/10.1177/14673584231191989
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