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

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.