A retrospective view of electronic word-of-mouth in hospitality and tourism management

International Journal of Contemporary Hospitality Management

Volumn 30, Issue 1, 2018, Pages 313-325

  Litvin, Stephen W ^a   Goldsmith, Ronald E ^b   Pan, Bing ^c  

^a Department of Teacher Education and Department of Sociology and Anthropology   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

^c PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Consumer generated media; Electronic word of mouth; Interpersonal influence; Social media; User generated content

Indexed keywords

EID: 85041725414     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJCHM-08-2016-0461     Document Type: Article

References (58)

1. Ady, M. and Quadri-Feelitti, D. (2015), “Consumer research identifies how to present travel review content for more bookings”, TrustYou, available at: www.hotelnewsresource.com/article82018.html
2. Alba, J. and Chattopadhyay, A. (1986), “Salience effects in brand recall”, Journal of Marketing Research, Vol. 23 No. 4, pp. 363-369.
3. Anderson, M. (2015), Key Takeaways on Mobile Apps and Privacy, Pew Research Center, available at: www.pewresearch.org/fact-tank/2015/11/10/key-takeaways-mobile-apps/
4. Armstrong, G. and Kotler, P. (2015), Marketing: An Introduction, 12th ed., Pearson, Boston, MA.
5. Ayeh, J.K., Au, N. and Law, R. (2013), “Believe in TripAdvisor?’ Examining credibility perceptions and online travelers’ attitude toward using user-generated content”, Journal of Travel Research, Vol. 52 No. 4, pp. 437-452.
6. Bernoff, J. (2014), “Dynamic ecosystems of value”, Marketing News, Vol. 48 No. 4, pp. 24-25.
7. Blal, I. and Sturman, M.C. (2014), “The differential effects of the quality and quantity of online reviews on hotel room sales”, Cornell Hospitality Quarterly, Vol. 55 No. 4, pp. 365-375.
8. Breuer, P., Moulton, J. and Turtle, R. (2013), Applying Advanced Analytics in Consumer Companies, McKinsey & Company, available at: www.mckinsey.com/insights/consumer_and_retail/applying_advanced_analytics_in_consumer_companies
9. Chaffey, D. (2016), “Mobile marketing statistics compilation”, available at: www.smartinsights.com/mobile-marketing/mobile-marketing-analytics/mobile-marketing-statistics/
10. Chen, C.-H., Nguyen, B., Klaus, P. and Wu, M.-S. (2015), “Exploring electronic word-of-mouth (eWOM) in the consumer purchase decision-making process: the case of online holidays - evidence from united kingdom (UK) consumers”, Journal of Travel & Tourism Marketing, Vol. 32 No. 8, pp. 953-970.
11. Chen, Y.-F. and Law, R. (2016), “A review of research on electronic word-of-mouth in hospitality and tourism management”, International Journal of Hospitality & Tourism Administration, Vol. 17 No. 4, pp. 347-372.
12. Colleoni, E. (2013), “New forms of digital marketing research”, in Belk, R.W. and Llamas, R. (Eds), The Routledge Companion to Digital Consumption, Routledge, London, pp. 124-134.
13. Cordato, A.J. (2014), “Can TripAdvisor reviews by trusted?”, Law Review Quarterly, Vol. 6 No. 3, pp. 257-263.
14. Dunne, D. (2012), “Losing control and loving it”, in Soberman, D. and Soman, D. (Eds), Flux: What Marketing Managers Need to Navigate the New Environment, University of Toronto Press, Toronto, pp. 30-51.
15. Fast Company (2014), “Hospitality: the app?”, Fast Company, No. 185, May, p. 24.
16. Filieri, R., Alguezaui, S. and McLeay, F. (2015), “Why do travelers trust TripAdvisor? antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth”, Tourism Management, Vol. 51, pp. 174-185.
17. Goldsmith, R.E. (2010), “The goals of customer relationship management”, International Journal of Customer Relationship Marketing and Management, Vol. 1 No. 1, pp. 16-27.
18. Gretzel, U. and Yoo, K.H. (2008), “Use and impact of online travel reviews”, in O’Connor, D.P., Höpken, D.W. and Gretzel, D.U. (Eds), Information and Communication Technologies in Tourism 2008, Springer, Vienna, pp. 35-46.
19. Harriott, J. (2013), “7 Pillars for successful analytics implementation”, Marketing Insights, Vol. 25 No. 1, pp. 34-41.
20. Hoffman, D.L., Novak, T.P. and Stein, R. (2013), “The digital consumer”, in Belk, R.W. and Llamas, R. (Eds), The Routledge Companion to Digital Consumption, London: Routledge, pp. 28-38.
21. Hotelmarketing.com (2014), “Hotel guests read 6-12 reviews before booking, says new TripAdvisor survey”, 12 February, available at: http://hotelmarketing.com/index.php/content/article/hotel_guests_read_6_12_reviews_before_booking_says_tripadvisor_survey
22. Hudson, M. (2013), “Redefining ‘mobile-only’ users: millions selectively avoid the desktop”, eMarketer report, 13 November, available at: www.emarketer.com
23. Joachimsthaler, E. (2014), The Always-on Consumer, Vivaldi Partners Group, available at: http://vivaldipartners.com/pdf/VPG_Always-On%20Consumer%20Study%202014.pdf
24. Johnson, L. (2015), “Four brands whose creative approaches to mobile marketing are getting big results”, 24 September, available at: www.adweek.com/news/technology/4-brands-whose-creative-approaches-mobile-marketing-are-getting-big-results-167126
25. Keliher, I. (2015), “Two hotels that get social media right: what is their secret?”, 13 July, available at: www.4hoteliers.com/features/article/9160
26. Kim, D., Jang, S. and Adler, H. (2015), “What drives café customers to spread eWOM?”, International Journal of Contemporary Hospitality Management, Vol. 27 No. 2, pp. 261-282.
27. Kim, W.G. and Park, S.A. (2017), “Social media review rating versus traditional customer satisfaction: which one has more incremental predictive power in explaining hotel performance?”, International Journal of Contemporary Hospitality Management, Vol. 29 No. 2, pp. 784-802.
28. Kolsarici, C. and and Vakratsas, D. (2011), “The complexity of multi-media effects”, Marketing Science Institute Report No. 11-100, Marketing Science Institute Working Paper Series, available at: www.mcgill.ca/files/_nea/211583_MSIWP.pdf
29. Ladhari, R. and Michaud, M. (2015), “eWOM effects on hotel booking intentions, attitudes, trust and website perceptions”, International Journal of Hospitality Management, Vol. 46, pp. 36-45.
30. Law, R., Buhalis, D. and Cobanoglu, C. (2014), “Progress on information and communication technologies in hospitality and tourism”, International Journal of Contemporary Hospitality Management, Vol. 26 No. 5, pp. 727-750.
31. Litvin, S.W., Goldsmith, R.E. and Pan, B. (2008), “Electronic word-of-mouth in hospitality and tourism management”, Tourism Management, Vol. 29 No. 3, pp. 458-468.
32. Litvin, S.W. and Hoffman, L.M. (2012), “Responses to consumer generated media in the hospitality marketplace: an empirical study”, Journal of Vacation Marketing, Vol. 18 No. 2, pp. 135-145.
33. Mancuso, J. and Stuth, K. (2014), “The snowden effect”, Marketing Insights, Vol. 26 No. 2, pp. 14-15.
34. Mayzlin, D., Dover, Y. and Chevalier, J. (2014), “Promotional reviews: an empirical investigation of online review manipulation”, the”, American Economic Review, Vol. 104 No. 8, pp. 2421-2455.
35. Melián-González, S., Bulchand-Gidumal, J. and López-Valcárcel, B.G. (2013), “Online customer reviews of hotels: as participation increases, better evaluation is obtained”, Cornell Hospitality Quarterly, Vol. 54 No. 3, pp. 274-283.
36. Mellinas, J.P., María-Dolores, S.-M.M. and García, J.J. (2016), “Effects of the booking.com scoring system”, Tourism Management, Vol. 57, pp. 80-83.
37. Molinillo, S., Fernández-Morales, A., Ximénez-de-Sandoval, J.L. and Coca-Stefaniak, A. (2016), “Hotel assessment through social media: the case of TripAdvisor”, Tourism & Management Studies, Vol. 12 No. 1, pp. 15-24.
38. Mukherjee, A. Venkataraman, V., Liu, B. and Glance, N. (2013), What Yelp fake review filter might be doing?, Association for the Advancement of Artificial Intelligence, available at: www2.cs.uh.edu/∼arjun/papers/ICWSM-Spam_final_camera-submit.pdf
39. O’Toole, J. (2014), “Mobile apps overtake PC internet usage in US”, CNNMoney, available at: http://money.cnn.com/2014/02/28/technology/mobile/mobile-apps-internet/index.html
40. O’Connor, P. (2010), “Managing a hotel’s image on TripAdvisor”, Journal of Hospitality Marketing & Management, Vol. 19, pp. 754-772.
41. Owyang, J. (2010), “Socialgraphics help you to understand your customers: slides and webinar recording”, available at: www.web-strategist.com/blog/category/socialgraphics/
42. Reichheld, F.F. and Teal, T.T. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.
43. Schultz, D.E. and Peltier, J. (2013), “Social media’s slippery slope: challenges, opportunities and future research directions”, Journal of Research in Interactive Marketing, Vol. 7 No. 2, pp. 86-99.
44. Shankar, V. and Balasubramanian, S. (2009), “Mobile marketing: a synthesis and prognosis”, Journal of Interactive Marketing, Vol. 23 No. 2, pp. 118-129.
45. Shankman, S. (2013), “The best hotel social media campaigns of 2013”, Skiff Daily Newsletter, 21 October, available at: https://skift.com/2013/10/21/the-best-hotel-social-media-campaigns-of-2013/
46. Soat, M. (2014), “Coffee talk”, Marketing News, Vol. 48 No. 2, pp. 16-17.
47. Sotiriadis, M.D. (2017), “Sharing tourism experiences in social media”, International Journal of Contemporary Hospitality Management, Vol. 29 No. 5, pp. 530-550.
48. Terhanian, G. (2013), “Hiring the researchers of tomorrow”, Marketing Insights, Vol. 25 No. 1, pp. 42-47.
49. The Economist (2013), “Less guff, more puff”, The Economist, 18 May, pp. 69-71.
50. TripAdvisor (2016), “About trip advisor”, available at: www.tripadvisor.com/PressCenter-c6-About_Us.html
51. TripAdvisor (2017), “TripAdvisor reaches half a billion reviews and opinions and counting”, available at: https://tripadvisor.mediaroom.com/2017-04-19-TripAdvisor-Reaches-Half-A-Billion-Reviews-And-Opinions-And-Counting
52. Tsao, W.-C., Hsieh, M.-T., Shih, L.-W. and Lin, T.M.Y. (2015), “Compliance with eWOM: the influence of hotel reviews on booking intentions from the perspective of consumer conformity”, International Journal of Hospitality Management, Vol. 46, pp. 99-111.
53. Tsiotsou, R.H., Mild, A. and Sudharshan, D. (2012), “Social interactions as basis for segmenting the tourism market”, in Tsiotsou, R.H. and Goldsmith, R.E. (Eds), Strategic Marketing in Tourism Services, Emerald, Bingley, pp. 35-48.
54. Vermeulen, I.E. and Seegers, D. (2009), “Tried and tested: the impact of online hotel reviews on consumer consideration”, Tourism Management, Vol. 30 No. 1, pp. 123-127.
55. Vranica, S. (2013), “Digital marketing takes center stage”, Wall Street Journal, 22 September, available at: http://whitepapers.business2community.com/asset/317/
56. Wu, L., Shen, H., Li, M. and Deng, Q. (2017), “Sharing information now vs late: the effect of temporal contiguity cue and poser on consumer response toward online reviews”, International Journal of Contemporary Hospitality Management, Vol. 29 No. 2, pp. 648-668.
57. Yoo, K.-H. and Gretzel, U. (2015), “Comparison of deceptive and truthful travel reviews”. Information and communication technologies in Tourism 2009”, Proceedings of the International Conference in Amsterdam, pp. 37-47, available at: https://pdfs.semanticscholar.org/59f4/36f9e2d9ffc394568add768b546ea1c16f0c.pdf
58. Zervas, G. Proserpio, D. and Byers, J. (2015), “A first look at online reputation on Airbnb, where every stay is above average”, Social Science Research Network, available at: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2554500