A Review of Research on Electronic Word-of-Mouth in Hospitality and Tourism Management

Yi Fan Chen, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

44 Citations (Scopus)

Abstract

Social networks have presently become a global phenomenon. Social media offers interactive platforms where people can create, share, and exchange information. In hospitality and tourism, word-of-mouth (WOM) plays a prominent role in influencing the purchase intentions of customers because some aspects of products are intangible before consumption. Through the digitization of WOM, customer feedback is circulated at an unprecedented speed in social media. Positive product reviews are free advertising for companies and increase business potential; however, undesirable comments can severely destroy the image and reputation of a company. This article conducts a review on electronic word-of-mouth (eWOM) in the field of hospitality and tourism. The findings indicate that research conducted from 2008–2013 mainly explored the characteristics of eWOM and examined its antecedents and influence from the customers’ perspective. Opportunities for future research are discussed.
Original languageEnglish
Pages (from-to)347-372
Number of pages26
JournalInternational Journal of Hospitality and Tourism Administration
Volume17
Issue number4
DOIs
Publication statusPublished - 1 Oct 2016

Keywords

  • electronic word-of-mouth
  • hospitality and tourism
  • online reviews

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

Cite this