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The purpose of this study is to examine online comments on destination social responsibility (DSR). Typically, visitors do not discuss their experiences in terms explicitly related to DSR. This study analyzes the natural language that visitors use and identifies connections to the dimensions of DSR (i.e. environmental, sociocultural and economic responsibility). The research objectives are to identify the lexicons of tourists and the thematic arguments related to DSR dimensions. This study also analyzes the association between those dimensions and tourist destination types.

This study reviewed 5,113 Tripadvisor comments about the top-ranking destinations in two countries. Expert judges used text mining techniques to explore lexicons and topics. Factor correspondence analysis was used to analyze the relationship between identified DSR thematic arguments and tourist destination types (e.g. nature, urban, culture and beach destinations).

Drawing from social identity theory and self-extension theoretical approaches, this study reveals that tourists share opinions using a lexicon of DSR dimensions. Interestingly, the results of this study identify five sub-dimensions in online reviews related to social responsibility in tourism destinations: environmental (i.e. “natural landscapes”), sociocultural (i.e. “cultural heritage” and “urban leisure and outdoor spaces”) and economic dimensions (i.e. “tourism services” and “guided tours and experiences”). This paper also describes associations between DSR lexicons, the reviews’ main sub-dimensions and destination types.

The empirical study analyzes online reviews of top-ten tourism destinations in Spain and Argentina, countries with similar cultural backgrounds. Because of the focus on well-ranked destinations, this sample may exhibit a higher proportion of positive comments. However, the methodological contribution can extend to other destinations. This research can help researchers and destination managers understand the issues on which tourists comment in the context of their destination experiences and the three dimensions of DSR.

There is a lack of studies using natural language processing techniques to analyze the intersection between UGC and DSR; social media research has neglected this topic. This study integrates the five sub-dimensions the authors identified into a three-dimensional schema and enriches the classic DSR framework.

本研究考察了关于目的地社会责任（DSR）的在线评论。通常, 访问者不会用与DSR明确相关的术语来讨论他们的体验。我们的研究分析了游客使用的自然语言, 并确定了与DSR维度（即环境、社会文化和经济责任）的联系。研究目的是确定游客的词汇, 以及与DSR维度相关的主题论点。该研究还分析了这些维度与旅游目的地类型之间的关联

这项研究回顾了Tripadvisor 对两个国家顶级目的地的5113条评论。专家评委使用文本挖掘技术来探索词典和主题。因子对应分析用于分析已识别的DSR主题论点与旅游目的地类型（如自然、城市、文化和海滩目的地）之间的关系。

借鉴社会认同理论和自我延伸理论方法, 我们的研究表明, 游客使用DSR维度的词汇来分享意见。有趣的是, 我们的研究结果确定了与旅游目的地社会责任相关的在线评论中的五个子维度：环境（即“自然景观”）、社会文化（即“文化遗产”和“城市休闲和户外空间”）和经济维度（即“旅游服务”和“导游和体验”）。我们的论文还描述了DSR词典、评论的主要子维度和目的地类型之间的关联。

实证研究分析了具有相似文化背景的西班牙和阿根廷十大旅游目的地的在线评论。由于关注排名靠前的目的地, 我们的样本可能会显示出更高比例的正面评论。然而, 方法论的贡献可以扩展到其他目的地。这项研究可以帮助研究人员和目的地管理者了解游客在目的地体验背景下评论的问题以及DSR的三个维度。

缺乏使用自然语言处理技术来分析UGC和DSR之间交叉点的研究; 社交媒体研究忽略了这个话题。我们的研究将我们确定的五个子维度整合到一个三维图式中, 丰富了经典的DSR框架。

Este estudio examina los comentarios online sobre la responsabilidad social de los destinos (Destination Social Responsibility, DSR). Los objetivos se centran en identificar el léxico y los argumentos temáticos que utilizan los turistas para referirse a las dimensiones de la DSR (medioambiental, sociocultural y económica). El estudio analiza la asociación entre estas dimensiones y los tipos de destino turístico.

Este estudio revisó 5.113 comentarios de TripAdvisor sobre los destinos mejor valorados de dos países. La minería de textos no lingüística y los jueces expertos exploraron el léxico, la minería de textos lingüística analizó el argumento temático y el análisis de correspondencia de factores reveló la relación entre las dimensiones de DSR y los tipos de destino turístico.

Los turistas comparten opiniones utilizando un léxico de dimensiones DSR ambientales, socioculturales y económicas, siendo el léxico ambiental el más familiar. El artículo describe las asociaciones entre los léxicos de las dimensiones DSR y los tipos de destino.

La investigación sobre medios sociales ha descuidado prácticamente la intersección entre el contenido generado por el usuario (User-Generated Content, UGC) y la DSR. Existe una carencia de investigación sobre el uso de técnicas de procesamiento del lenguaje natural para analizar el UGC en DSR. Este estudio ofrece información sobre las opiniones de los turistas sobre los destinos, los léxicos para hablar de las dimensiones de la DSR, los argumentos temáticos de los comentarios y los distintos tipos de destino.

El estudio empírico analiza los comentarios online de los 10 principales destinos turísticos de España y Argentina, países con antecedentes culturales similares. Debido a que nos centramos en destinos con buena reputación, la muestra puede presentar una mayor proporción de comentarios positivos. Sin embargo, la contribución metodológica puede extenderse a otros destinos. Esta investigación puede ayudar a los investigadores y gestores de destinos a comprender las cuestiones sobre los comentarios de turistas sobre sus experiencias en el destino y las tres dimensiones de la DSR.

The purposes of the present study were to analyse: (1) if there is a hierarchical relationship between cognitive dimension (attention) and emotional dimension (enthusiasm); (2) to what extent the cognitive and emotional dimensions of the customer engagement (CE) affect loyalty to consumer brands in traditional settings and in social media; and (3) if involvement moderates the relationships between cognitive and emotional dimensions of CE and between each CE dimension and the two kinds of loyalties (offline and social media).

The authors applied structural equation model on a sample of 272 passengers of main airlines operating the domestic Argentinian market in 2018. The authors also used multigroup analysis to combine involvement as a moderator variable.

Cognitive dimensions of engagement (attention) had a direct and positive effect on the emotional engagement (measured by enthusiasm). Capturing the attention of passengers is key to maintaining their loyalty both in offline and online environments, especially if they are lowly involved with brands.

The present study suggests and tests a model for the consequences of CE as a multidimensional construct in a specific service context.

Following the attitude formation approach and the hierarchy of effect of advertising theory, this study researched the dynamic of relationship between cognitive and emotional dimensions of CE. The results contribute on the line of considering CE as a process, including stages that consumers go through until they achieve the engagement with the brand. The results offer evidence of the specific impact of each CE dimension on loyalty at two environments (offline and social media).

本研究有以下三個目標：

(1) 、探討認知維度 (注意) 與情緒維度 (熱忱) 之間是否存在著一個等級關係;

(2) 、瞭解顧客契合的認知維度和情緒維度、分別在傳統的設置裡，以及在社交媒體內，影響消費者品牌忠誠的程度;和.

(3) 、研究參與會否調節顧客契合的認知維度和情緒維度之間的關係;再者，參與會否調節顧客契合每個維度與兩類忠誠 (即離線和社交媒體) 之間的關係。

我們以結構方程模型，分析一個涵蓋於2018年在阿根廷國內市場營運的主要航空公司272名乘客的樣本，我們亦以多組分析，把參與作為調節變數，合併在一起。

研究結果顯示，顧客契合的認知維度對情緒維度 (以熱忱來計量) 有直接和積極的影響。研究結果亦顯示，若要在離線、以及在網絡環境下維持乘客的忠誠，最重要的是公司需取得他們的注意，特別是當他們談及品牌時是卑微的。

本研究為瞭解在一個特定服務業的背景裡，顧客契合、作為多元的構建會帶來的結果，建議並測試了一個模型。

研究人員使用態度形成的理念和廣告的階層效果理論，去探討顧客契合的認知維度與情緒維度之間的關係的動態。研究的貢獻、在於視顧客契合為一個過程，而這個過程，包括了消費者若要與品牌齧合所需經過的階段。另外，研究結果為每個顧客契合，在離線和社交媒體兩個環境裡，對忠誠所產生特定的影響提供了證據。