Exploring Electronic Word-of-Mouth (eWOM) in The Consumer Purchase Decision-Making Process: The Case of Online Holidays – Evidence from United Kingdom (UK) Consumers

Chen, Cheng-Hao; Nguyen, Bang; Klaus, Philipp; Wu, Meng-Shan Sharon

doi:10.1080/10548408.2014.956165

Cited by 83 publications

(67 citation statements)

References 73 publications

(127 reference statements)

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“…Schroeder & Pennington-Gray, 2015) and online purchase behavior (BerbegalMirabent, Mas-Machuca, & Marimon, 2016), and electronic word of mouth (eWOM) (beginning with Litvin, Goldsmith, & Pan, 2008). For example, Chen, Nguyen, Klaus, and Wu (2015) found that eWOM had influence across the decision-making stages. However, there has been little development in general models of tourist decision making.…”

Section: Recent Directions In Tourism Decision-making Researchmentioning

confidence: 96%

Deciding not to choose: Delegation to social surrogates in tourism decisions

Stone¹

2016

Tourism Management

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Section: Recent Directions In Tourism Decision-making Researchmentioning

confidence: 96%

Deciding not to choose: Delegation to social surrogates in tourism decisions

Stone¹

2016

Tourism Management

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“…Eis que surgem os reviews: avaliações de um consumidor que são atribuídas a um produto ou serviço, baseadas em diversos aspectos, como serviço e limpeza, por exemplo, no caso de hotéis (TSAO et al, 2015;NILASHI et al, 2018). Na esteira do reviews, surge a forma mais moderna de comunicação boca-a-boca, o eWOM, que é a forma eletrônica por meio de websites onde os internautas trocam informações sobre produtos, serviços, marcas e empresas (GRUEN; OSMONBEKOV; CZAPLEWSKI, 2006;LIS, 2013;CHEN, C.-H. et al, 2015) Dentre vários websites de avaliação disponíveis, o mais conhecido no contexto do turismo é o TripAdvisor. Trata-se de uma plataforma online que "oferece a sabedoria de outros viajantes para ajudar as pessoas a decidir onde ficar, qual voo pegar, o que fazer e onde comer" (TRIPADVISOR, 2016).…”

Section: Reviews Ou Ewom (Electronic Word-of-mouth)unclassified

Importância das relações C2C na cocriação de valores em organizações de turismo

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Costa

2019

Hospitalidade

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Importancia de las relaciones C2C en la cocción de valores en organizaciones de turismoResumo: As empresas procuram manter-se altamente competitiva, entretanto o mercado está em constante mutação e elas precisam acompanhá-lo para conseguir seus propósitos. A cocriação de valores é um tema atual e relevante para a diferenciação de uma organização, e as relações B2C (Business to Consumer) e C2C (Consumer to Consumer) também estão em processos de transformação. Por esse motivo o artigo em questão tem como objetivo analisar a importância das relações C2C na cocriação de valor, e de que maneira elas influenciam no compartilhamento de experiências do consumidor, com foco no turismo. As considerações finais revelam a importância da internet para o relacionamento entre consumidores, assim como na escolha de serviços a serem adquiridos. O compartilhamento de experiências pode ser apontado como um dos principais fatores no processo de tomada de decisão. Palavras-chave: Turismo, C2C, Cocriação de valor, Experiência, RelacionamentoAbstract: Companies seek to remain highly competitive, however the market is constantly changing, and they need to accompany it to achieve its purposes. Value co-creation is a current and relevant topic for differentiating an organization, and B2C (Business to Consumer) and C2C (Consumer to Consumer) relationships are also in transformation processes. For this reason, the article in question aims to analyze the importance of C2C relations in value creation, and in what way they influence the sharing of consumer experiences, with a focus on tourism. The final considerations reveal the importance of the Internet for the relationship between consumers, as well as the choice of services to be acquired. The sharing of experiences can be pointed out as one of the main factors in the decision-making process.Resumen: Las empresas buscan mantenerse altamente competitivas, sin embargo, el mercado está en constante mutación y ellas necesitan acompañarlo para lograr sus propósitos. La cocción de valores es un tema actual y relevante para la diferenciación de una organización, y las relaciones B2C (Business to Consumer) y C2C (Consumer to Consumer) también están en procesos de transformación. Por este motivo el artículo en cuestión tiene como objetivo analizar la importancia de las relaciones C2C en la cocción de valor, y de qué manera ellas influencian en el intercambio de experiencias del consumidor, con foco en el turismo. Las consideraciones finales revelan la importancia de Internet para la relación entre consumidores, así como en la elección de servicios a ser adquiridos. El compartir experiencias puede ser señalado como uno de los principales factores en el proceso de toma de decisiones.Palabras clave: Turismo, C2C, Concreción de valor, Experiencia, Relación.

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“…There are also numerous online hotel booking portals that integrate the reviews directly onto their website. TripAdvisor (www.tripadvisor.com) is considered to be the most successful of the Consumer Opinion Portals (COPs) and commercial review sites specializing in travel (Buhalis & Law, 2008;C. Chen et al, 2015;Filieri & McLeay, 2013;Markham-Bagnera, Schrier, & Arendt, 2015;Minazzi, 2015).…”

Section: Commercial Review Sitesmentioning

confidence: 99%

“…Hotels specifically expend great resources to maintain their brand reputations on these sites. One of the most influential websites for third-party, user-generated reviews of hospitality operations is TripAdvisor (C. Chen et al, 2015), which reviews and ranks over one million hotels . This website is a consumer-to-consumer driven, easily searchable community in which individuals share knowledge about travel services (Minazzi, 2015, p. 37 (TripAdvisor, 2012(TripAdvisor, , 2013(TripAdvisor, , 2014.…”

Section: Tripadvisormentioning

confidence: 99%

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An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market

Markham-Bagnera

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CHAPTER 4: RESULTS AND DISCUSSION ………………………………………….. RevPar) be explained by the independent variables (i.e. cleanliness, location, room, service, staff, value and overall)? Research Contribution While there have been a variety of studies on the use of TripAdvisor and the concept behind it, this would be a first-of-its-kind study, wherein data from TripAdvisor would be compared to the data from Smith Travel Research (STR) in a year-over-year change in popularity rankings and revenue generation. Specifically, this study will be examined in one hotel market, one of the top 25 major markets as identified by STR; hence, this study could be replicated for the other markets, in order to examine the same growth potential in popularity and revenue. Based on future market studies, the identification and establishment of additional theories can then be applied. Definition of Terms Consumer-Generated Media (CGM): non-commercial, detailed, experiential, and up-to-date information, with others outside of the immediate social circle (K. H. Yoo & Gretzel, 2011). Consumer Opinion Portal (COP): a portal through which an online review is published and available for other potential travelers to read and use to make informed decisions (Banyai, 2012; Burton & Khammash, 2010). Electronic Word-of-Mouth (eWOM): any positive or negative statement made by potential, actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet (Hennig-Thurau et al., 2004). This category also incorporates a large volume, as 31% of the hotels are rated into this category. The final category, "Budget-oriented," is a hotel that offers "basic comfort and hospitality" (American Automobile Association, n.d.). This is the second smallest category, with only 3% of the hotels ranked here. For the purposes of this study, hotels in the Boston market between the two-to five-diamond levels will be analyzed. The Boston market hosts an extensive variety of luxury-related service properties. According to a recent article, the Boston market is considered to have a high concentration of four and five diamond properties (Stenning, 2016). The sheer volume of properties designates Boston as one of the top five members of the lodging industry. Accordingly, it has been suggested by Bagnera (2016) that "Diamonds really speak to the amount and the quality of services and amenities that are available to the guests" (Stenning, 2016). Management Johnston (1994) examined the literature for an explanation of operations management, as it focuses on the task of managing the process or system for the production of goods and services from labor, plan and machinery, materials, and information. It is a body of knowledge, experience, and techniques covering topics like process design, layout, production planning, inventory control, quality management and control, capacity planning, and workforce management (Johnston, 1994). Kay and Moncarz (2004) examine the various knowledge, skills, and abilities (KSAs) of hotel ma...

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Exploring Electronic Word-of-Mouth (eWOM) in The Consumer Purchase Decision-Making Process: The Case of Online Holidays – Evidence from United Kingdom (UK) Consumers

Cited by 83 publications

References 73 publications

Deciding not to choose: Delegation to social surrogates in tourism decisions

Deciding not to choose: Delegation to social surrogates in tourism decisions

Importância das relações C2C na cocriação de valores em organizações de turismo

An examination of online ratings on hotel performance indicators: An analysis of the Boston hotel market

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