Social media sites, like TripAdvisor, allow postings of User Generated Content (UGC) that provide restaurant customers with the opportunity of sharing their experiences and recording their satisfaction and dissatisfaction. These activities represent an essential form of electronic
word-of-mouth that can influences the decision process of other customers. The paper investigates tourist satisfaction experiences as expressed in UGC on TripAdvisor to determine the role that wine plays in customer satisfaction with fine dining restaurants. A list of the world's top
1000 restaurants is used to identify five top- and five bottom-ranked restaurants and data in the form of six UGC narratives written by tourists on TripAdvisor for each restaurant are collected. Lexical analysis of the sixty narratives collected is undertaken via the Leximancer software.
Results are reported, implications are discussed, limitations are noted, and directions for future research are indicated.
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Document Type: Research Article
School of Business Administration and Social Sciences, Lulea University of Technology, Lulea, Sweden
Department of Corporate Communication, University of Malta, Msida, Malta
April 2, 2020
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