Electronic word-of-mouth in hospitality and tourism management

Litvin, Stephen W.; Goldsmith, Ronald E.; Pan, Bing

doi:10.1016/j.tourman.2007.05.011

Cited by 2,322 publications

(1,849 citation statements)

References 39 publications

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“…Most early studies have focused on exploratory and descriptive issues and a main concern has been development of typologies of electronic social media platforms and content (Enoch & Grossman, 2010;Litvin, Goldsmith, & Pan, 2008;Pudliner, 2007;Schmallegger & Carson, 2008;Wenger, 2008). Such studies show on one side how social media are winning momentum as emerging tourism practices.…”

Section: Literature Reviewmentioning

confidence: 99%

Trust and Involvement in Tourism Social Media and Web-Based Travel Information Sources

Munar

Jacobsen

2013

Scandinavian Journal of Hospitality and Tourism

205

128

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While utilisation of electronic social media is increasingly relevant as tourism practices, there is still a deficiency of empirical research on tourists' creation and use of various types of online content. This study maps and explores Scandinavian tourists' perceptions of Web 1.0 and Web 2.0 information sources and scrutinises influence of electronic social media on holidaymakers' information sharing, based on a summer season survey in the mature and well-known destination of Mallorca, Spain. Empirical evidence is presented on perceived trustworthiness of social media platforms and other Internet-based information. The study also examines tourists' involvement in developing and sharing of virtual content. It critically analyses technological mediation through electronic wordof-mouth and involvement factors related to virtual dissemination of travel narratives. Moreover, the paper discusses information intensity, hedonic aspects and utilitarian values of tourist information in relation to interaction aspects of social media, in a context of holiday choices and online booking.

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Section: Literature Reviewmentioning

confidence: 99%

Trust and Involvement in Tourism Social Media and Web-Based Travel Information Sources

Munar

Jacobsen

2013

Scandinavian Journal of Hospitality and Tourism

205

128

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“…This begs the question why? The answer probably lies in the need to consume tourism products before an evaluation can take place (Dellaert 2000; Rabanser and Ricci 2005;Senecal and Nantal 2004).So online reviews and word of mouth recommendations are a growing and important information source because of the perceived independence of the message source (Gitleson and Kerstetter 1994;Crotts 1999;Dellarocas 2003;Johnson and Kayne 2003;HennigThurau et al 2004;Pan et al 2007;Litvin et al 2007). A recent UK survey found consumers trusted more sites with reviews than professional guides and travel agencies (eMarketer 2007).…”

Section: Internet Applications For Tourismmentioning

confidence: 99%

“…But there are dangers of credibility-are the blogs written by real customers and travellers? (Litvin et al 2007;Hotelmarketing.com 2007). Mack et al (2008, p. 141) found that in terms of overall credibility ''nothing beats traditional word-of-mouth'' and blogs, whether corporate or personal, were perceived to be ''significantly less trustworthy than traditional word-of-mouth''.…”

Section: Internet Applications For Tourismmentioning

confidence: 99%

“…There is, however, scope for potential mischief, such as employees posing as real customers and providing negative comments on competitors, etc. (Litvin et al 2007), although it is argued that obviously fake comments and reviews are readily spotted (Gobbi 2005;Schmollgruber 2007) and professional review sites such as tripadvisor.com employ editors to review contents and examine submissions. Blogs do, however, need to be interesting, entertaining, provide good information and good networking opportunities; otherwise they quickly wither and become worse than useless.…”

Section: Internet Applications For Tourismmentioning

confidence: 99%

“…Clearly intensive use of blogs can be used for customer profiling, customer acquisition, customer engagement, brand awareness, brand reinforcement, reputation management and customer service (Laboy andTorchio 2007 andDellarocas 2003). Blogs can also be used for analysing competitor strategies and market research (Litvin et al 2007) and as an internal communication and knowledge management tool within a tourism organisation (Nacht 2007). But it is in the area of market research that perhaps blogs will have the greatest and most long-lasting impact (Bulkeley 2005).…”

Section: Internet Applications For Tourismmentioning

confidence: 99%

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User generated content: the use of blogs for tourism organisations and tourism consumers

2008

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As the World Wide Web has developed considerable bargaining power has been transferred from suppliers to consumers; there is a real need to improve market intelligence and market research for private and public tourism organisations and facilitate timely consumer decision making. This article explores the development of user generated content and specifically the use of web logs or blogs. Tourism organisations cannot afford to ignore the development of user generated content, peer-to-peer web applications and virtual communities. A recent survey found that consumers trusted more websites with reviews than professional guides and travel agencies and far from being an irrelevance, blogs are often perceived to be more credible and trustworthy than traditional marketing communications. But there is a problem: given the sheer number of possibly relevant travel blogs there is a need to locate, extract and interpret blog content and this has proven so far to be time consuming, exhausting and costly, thus negating the relative value of the information obtained. A way forward may be the use of artificial intelligence and ''opinion mining'' or a blog visualisation system.

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Contagion via Media Use

Levens

Brunswick

McCue

et al. 2020

The International Encyclopedia of Media Psychology

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This entry identifies the research area of information diffusion, provides historical context and reviews current directions. It identifies the factors that affect diffusion and virality of messages, tying into existing influential frameworks. It also reviews how message content, specific social media behaviors, and the status of the sender (in terms of their friends and followers counts) may have the potential to affect information contagion. The entry concludes with a discussion of recommended next steps in research.

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Electronic word-of-mouth in hospitality and tourism management

Cited by 2,322 publications

References 39 publications

Trust and Involvement in Tourism Social Media and Web-Based Travel Information Sources

Trust and Involvement in Tourism Social Media and Web-Based Travel Information Sources

User generated content: the use of blogs for tourism organisations and tourism consumers

Contagion via Media Use

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