Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Online Word of Mouth in Hospitality and Tourism - A Review of Research from 2008 To 2020


Affiliations
1 Research Scholar, Symbiosis International (Deemed University), Pune, Maharashtra and Assistant Professor, SCMS Cochin School of Business, Cochin, Kerala, India
2 Associate Professor, Symbiosis Institute of Business Management (SIBM), Symbiosis International (Deemed University), Hyderabad, Telangana
3 Associate Professor, Narsee Monjee Institute of Management Studies, Bengaluru, Karnataka, India
     

   Subscribe/Renew Journal


This study is a review of literature examining the factors that cause tourists to generate electronic word of mouth in Hospitality and Tourism. The findings indicate a comprehensive list of predictors responsible for tourists’ online articulations. The listed predictors have first order, or a second order influence on eWOM motivation in hospitality and tourism. The factors can be grouped as demographic, psychographic and behavioral. A few papers contradicting the effect of the identified factors are also detailed. The study has also highlighted theory-based explanations given by authors for the eWOM phenomenon. The study further suggests future research directions exploring the effect of variables and theoretical models studied in general contexts but minimally researched in tourism eWOM context. This paper will serve as a starting point for researchers exploring the eWOM generation phenomenon in Hospitality and tourism sectors

Keywords

Tourists’ Ewom Motivation, Tourists’ Online Articulation, Online Wom Motivation, Travel Related Consumer Generated Media, Electronic Word of Mouth, Consumer-generated Content, Hospitality, Tourism
Subscription Login to verify subscription
User
Notifications
Font Size


  • Alhidari, A., Iyer, P., & Paswan, A. (2015). Personal level antecedents of eWOM and purchase intention, on social networking sites. Journal of Customer Behaviour, 14(2), 107-125.

  • Arthur, C. (2006, July 20). What is the 1% rule? The Gaurdian.

  • Bore, I., Rutherford, C., Glasgow, S., Taheri, B., & Anton. (2017). A systematic literature review on eWOM in the hotel industry: Current trends and suggestions for future research. Hospitality & Society, 7(1), 63-85.

  • Bronner, F., & De Hoog, R. (2011). Who posts, and why, where, and what? Journal of Travel Research, 50(1), 15-26.

  • Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the internet - The state of eTourism research. Tourism Management, 29(4), 609623.

  • Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51.

  • Casaló, L. V., Flavián, C., & Guinalíu, M. (2010). Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions. Tourism Management, 31(6), 898-911.

  • Chen, Y. F., & Law, R. (2016). A review of research on electronic word-of-mouth in hospitality and tourism management. International Journal of Hospitality & Tourism Administration, 17(4), 347-372.

  • Cheung, C. M., & Lee, M. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218-225.

  • Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47-75.

  • Dellarocas, C. (2006). Strategic manipulation of internet opinion forums: Implications for consumers and firms. Management Science, 52(10), 1577-1593.

  • Fu, J. R., Ju, P., & Hsu, C. (2015). Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory. Electronic Commerce Research and Applications, 14(6), 616-630.

  • Gonçalves, H. M., Silva, G., & Martins, T. (2018). Motivations for posting online reviews in the hotel industry. Psychology & Marketing, 35(11), 807-817.

  • Hennig-Thurau, T., Gwinner, K., Walsh, G., & Gremler, D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38-52.

  • Hu, Y., & Kim, H. (2018). Positive and negative eWOM motivations and hotel customers’ eWOM behavior: Does personality matter? International Journal of Hospitality Management, 75, 27-37.

  • Huang, Y., Basu, C., & Hsu, M. (2010). Exploring motivations of travel knowledge sharing on social network sites: An empirical investigation of US college students. Journal of Hospitality Marketing & Management, 19(7), 717-734.

  • Ip, C., Lee, H., & Law, R. (2012). Profiling the users of travel websites for planning and online experience sharing. Journal of Hospitality & Tourism Research, 36(3), 418-426.

  • Ismagilova, E., Dwivedi, Y. K., Slade, E.,…Williams, M. (2017). Electronic word of mouth (eWOM) in the marketing context: A state of the art analysis and future directions. Switzerland: Springer.

  • Israeli, A. A., Lee, S., & Bolden III, E. (2019). The impact of escalating service failures and internet addiction behavior on young and older customers’ negative eWOM. Journal of Hospitality and Tourism Management, 39, 150-157.

  • Jeong, E., & Jang, S. (2011). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. International Journal of Hospitality Management, 30(2), 356-366.

  • Kietzmann, J., & Canhoto, A. (2013). Bittersweet! understanding and managing electronic word of mouth. Journal of Public Affairs, 13(2), 146-159.

  • Kietzmann, J., & Canhoto, A. (2013). Bittersweet! Understanding and managing electronic word of mouth. Journal of Public Affairs, 13(2), 146-159.

  • Kim, E. E. (2017). The impact of restaurant service experience valence and purchase involvement on consumer motivation and intention to engage in eWOM. Journal of Quality Assurance in Hospitality &

  • Tourism, 18(3), 259-281.

  • Liang, S. W., Ekinci, Y., Occhiocupo, N., & Whyatt, G. (2013). Antecedents of travellers’ electronic word-of-mouth communication. Journal of Marketing Management, 29(5-6), 584-606.

  • Litvin, S. W., Goldsmith, R., & Pan, B. (2008). Electronic word-ofmouth in hospitality and tourism management. Tourism Management, 29(3), 458-468.

  • Litvin, S. W., Goldsmith, R., & Pan, B. (2018). A retrospective view of electronic word-of-mouth in hospitality and tourism management. International Journal of Contemporary Hospitality Management.

  • Maceli, K. M., Baack, D., & Wachter, M. (2015). The impact of gender on electronic word-of-mouth communication. Academy of Marketing Studies Journal, 19(3), 281-295.

  • Marbach, J., Lages, C., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), 502-525.

  • Moe, W. W., & Schweidel, D. (2012). Online product opinions: Incidence, evaluation, and evolution. Marketing Science, 31(3), 372-386.

  • Munar, A. M., & Jacobsen, J. (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43, 46-54.

  • Oliveira, T., Araujo, B., & Tam, C. (2020). Why do people share their travel experiences on social media? Tourism Management, 78, 104041.

  • Punj, G. N. (2013). Do consumers who conduct online research also post online reviews? A model of the relationship between online research and review posting behavior. Marketing Letters, 24(1), 97-108.

  • Serra-Cantallops, A., Ramon-Cardona, J., & Salvi, F. (2018). The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing-ESIC.

  • Shi, M., & Wojnicki, A. (2014). Money talks… to online opinion leaders: What motivates opinion leaders to make social-network referrals? Journal of Advertising Research, 54(1), 81-91.

  • Sotiriadis, M. D., & Van Zyl, C. (2013). Electronic word-of-mouth and online reviews in tourism services: The use of twitter by tourists. Electronic Commerce Research, 13(1), 103-124.

  • Sun, T., Youn, S., Wu, G., & Kuntaraporn, M. (2006). Online word-of-mouse: An exploration of its antecedents and consequences. Journal of Computer-Mediated Communication, 11(4), 1104-1127.

  • Tang, C., & Guo, L. (2015). Digging for gold with a simple tool: Validating text mining in studying electronic word-of-mouth (eWOM) communication. Marketing Letters, 26(1), 67-80.

  • Tsao, W. C., & Hsieh, M. (2015). eWOM persuasiveness: Do eWOM platforms and product type matter? Electronic Commerce Research, 15(4), 509-541.

  • Yen, C. L., & Tang, C. (2019). The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors. International Journal of Hospitality Management, 76, 9-18.

  • Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283-295.

  • Yoo, K. H., & Gretzel, U. (2011). Influence of personality on travel-related consumer-generated media creation. Computers in Human Behavior, 609-621.

  • Yoo, K. H., Gretzel, U., & Zach, F. (2011). Travel opinion leaders and seekers. ENTER, 525-535.

  • Zhou, S., Yan, Q., Yan, M., & Shen, C. (2020). Tourists’ emotional changes and eWOM behavior on social media and integrated tourism websites. International Journal of Tourism Research, 22(3), 336-350.


Abstract Views: 120

PDF Views: 0




  • Online Word of Mouth in Hospitality and Tourism - A Review of Research from 2008 To 2020

Abstract Views: 120  |  PDF Views: 0

Authors

Manju Meenakshy
Research Scholar, Symbiosis International (Deemed University), Pune, Maharashtra and Assistant Professor, SCMS Cochin School of Business, Cochin, Kerala, India
Shyamsunder Chitta
Associate Professor, Symbiosis Institute of Business Management (SIBM), Symbiosis International (Deemed University), Hyderabad, Telangana
Mallika Srivastava
Associate Professor, Narsee Monjee Institute of Management Studies, Bengaluru, Karnataka, India

Abstract


This study is a review of literature examining the factors that cause tourists to generate electronic word of mouth in Hospitality and Tourism. The findings indicate a comprehensive list of predictors responsible for tourists’ online articulations. The listed predictors have first order, or a second order influence on eWOM motivation in hospitality and tourism. The factors can be grouped as demographic, psychographic and behavioral. A few papers contradicting the effect of the identified factors are also detailed. The study has also highlighted theory-based explanations given by authors for the eWOM phenomenon. The study further suggests future research directions exploring the effect of variables and theoretical models studied in general contexts but minimally researched in tourism eWOM context. This paper will serve as a starting point for researchers exploring the eWOM generation phenomenon in Hospitality and tourism sectors

Keywords


Tourists’ Ewom Motivation, Tourists’ Online Articulation, Online Wom Motivation, Travel Related Consumer Generated Media, Electronic Word of Mouth, Consumer-generated Content, Hospitality, Tourism

References