Review papers on eWOM: prospects for hospitality industry

ABSTRACT

Literature has demonstrated that online reviews from tourism-specific websites and other electronic channels (e.g., TripAdvisor) do influence tourists’ decisions in all aspects. At this global era, it is relatively important to analyse the eWOM related research for obtaining more in-depth understanding and applications to this new mode of communication. The total of 110 SSCI-listed research articles related to eWOM studies since 2004 was retrieved from 18 refereed journals, all of which listed in the Web of Science, ScienceDirect and Google Scholar. By conducting content analysis approach, all research papers were systematically reviewed and analysed which generate 18 significant topical issues. As this review paper tries to retrospect and discuss the development and influential factors of eWOM, the study unveils the application in the hospitality industry and research opportunities for the future.

KEYWORDS:

• Electronic word-of-mouth
• online reviews
• online ratings
• eWOM studies

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

Raksmey Sann

Mr. Sann Raksmey is a Ph.D. candidate with subject major in International Tourism, Hospitality and Event Management , National Ping-Tung University of Science and Technology, Taiwan. He earned a Bachelor of Arts degree in International Tourism and Hotel Management in 2015, Mahasarakham University, Thailand. He received a Master of Science degree in International Tourism and Hospitality Management in 2018, National Pingtung University of Science and Technology, Taiwan. His research interests are on the topics relate to service marketing, e-commerce, e-WOM, consumer behaviour, data mining, and big data analystics.

Pei-Chun Lai

Dr. Pei-Chun Lai is a full professor in the Department of Hotel and Restaurant Management, National Ping-Tung University of Science and Technology, Taiwan. She holds her PhD degree in the hospitality management from the Scottish Hotel School, University of Strathclyde, Glasgow, U.K. Her research interests are on the topics relate to flexibility in HRM, outsourcing and hotel operation management. Pei-Chun has published over 20 articles in peer-reviewed high-impact journal, such as International Journal of Human Resource Management, The Service Industries Journal, Total Quality Management & Business Excellence, Tourism Economics, and International Journal of Hospitality Management.

Chi-Ting Chen

Dr. Chi-Ting Chen is an associate professor in the Department of Hospitality Management, Ming Chuan University, Taiwan. She holds her PhD degree in the Human Development and Family Studies (Hospitality Management and Education Unit) from Iowa State University, USA. Her major Specialty & Experience related to Hotel, Restaurant, and Institution Management, and Hospitality Marketing.