Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, social media make it easier to attract new customers. In this context, electronic word of mouth or online customer reviews are the favorable or unfavorable statements made by customers regarding product or services quality, price or other variables, made for other people. If customers decide to buy intangible services or products, they rely on online opinions and experienced customers. The people not only share their experiences and information, but they also exchange ideas, attitudes, and suggestions. So, the online community motivates other people to experience traveling after listening to other people’s stories and experiences. Online review communication in social media and customer opinion platforms is a vital e-marketing phenomenon. In this paper, first, we explain the importance of electronic word of mouth for a company’s marketing strategy. Second, we reflect on the motivation of the customers to create online content as regards a product, a service, or a company, presenting some factors that affect the individual intention to offer an online review.
Online customer reviews have become a natural part of the online marketplace for both customers and companies in the last few years. For the accommodation sector, a key factor of success is knowing what customers are saying about their services through online reviews. The main objective of this study is to find the best online platform in the accommodation sector that explain the effect of online review on brand reputation and to find the most important factors that influence online review, and how these online reviews contribute to building and boosting the brand reputation. To this aim, we apply an expert multi-criteria technique. The results of this research show that the most influential factors are the Platform characteristics, personal factors and motivation, and source of information, being Airbnb and Booking the most suitable platform for the online brand reputation.
Understanding the market in which companies operate is important for all business activities. Social media facilitate the customers to comment, create and share their opinions across online networks and exchange information, in addition to the ease of direct access to the companies, marketers, and brands. In marketing, social media plays an important role in achieving the company’s business goals and reputation besides it’s an integral part of our daily life. Social media make it easier for companies and businesses to contact their customers and know more about customers’ needs. Therefore, social media make it easier to attract new customers. In this context, electronic word of mouth or online customer reviews are the favorable or unfavorable statements made by customers regarding product or services quality, price or other variables, made for other people. If customers decide to buy intangible services or products, they rely on online opinions and experienced customers. The people not only share their experiences and information, but they also exchange ideas, attitudes, and suggestions. So, the online community motivates other people to experience traveling after listening to other people’s stories and experiences. Online review communication in social media and customer opinion platforms is a vital e-marketing phenomenon. In this paper, first, we explain the importance of electronic word of mouth for a company’s marketing strategy. Second, we reflect on the motivation of the customers to create online content as regards a product, a service, or a company, presenting some factors that affect the individual intention to offer an online review.
Online customer reviews have become a natural part of the online marketplace for both customers and companies in the last few years. For the accommodation sector, a key factor of success is knowing what customers are saying about their services through online reviews. The main objective of this study is to find the best online platform in the accommodation sector that explain the effect of online review on brand reputation and to find the most important factors that influence online review, and how these online reviews contribute to building and boosting the brand reputation. To this aim, we apply an expert multi-criteria technique. The results of this research show that the most influential factors are the Platform characteristics, personal factors and motivation, and source of information, being Airbnb and Booking the most suitable platform for the online brand reputation.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.