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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.

The growth of online gambling necessitates that both marketers and regulators have a better understanding of the gambling intention of players. Perceived fairness of customers towards operators has often been raised as a concern in the industry, but it has received limited attention in research on gambling intention. Theories that seek to explain purchase intention are considered and a model is proposed that investigates the role and impact that perceived fairness and system effort expectancy have on online gambling intention together with the moderating influence of user experience. Data from 255 online gambling customers are gathered and analysed using Hayes PROCESS analyses. Results indicate that perceived fairness impacts gambling intention directly, and indirectly strengthening the effect of effort expectancy on gambling intention. However, user experience weakens both these impacts. The research provides support for the inclusion of perceived fairness in theories that consider drivers of online gambling intention. In addition, the important role that perceived fairness plays offers support for gambling regulators who in recent years have sought to promote a fairer and more transparent deal to players. Firms in the online gambling industry can also look positively at activities enhancing fairness as its promotion can also enhance their performance., peer-reviewed