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Electronic Word of Mouth In Tourism & Hospitality Consumer Behaviour: State of the Art
Journal article   Open access   Peer reviewed

Electronic Word of Mouth In Tourism & Hospitality Consumer Behaviour: State of the Art

Shahab Pourfakhimi, Tara Duncan and Willem Coetzee
Tourism Review, Vol.75(4), pp.637-661
2020
DOI: https://doi.org/10.1108/TR-01-2019-0019
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Electronic Word of Mouth In Tourism & Hospitality Consumer Behaviour - State of the Art400.43 kBDownloadView
Accepted VersionCC BY-NC V4.0,  Open Access
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https://doi.org/10.1108/TR-01-2019-0019View
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Abstract

electronic word of mouth eWOM consumer behaviour hospitality
Despite its volume, the academic research on the impact of eWOM on tourism and hospitality consumer behaviour is fragmented and largely limited to investigating a small scope of its impact. The purpose of this paper is to bridge this gap by synthesising the existing literature, providing a conceptual framework for the various dimensions of this impact. This paper is based on the meta-synthesis and a critical, conceptual analysis of relevant academic literature identified using a keyword search of articles via the Web of Science and Scopus databases, followed by a snowballing process comprising tracking the citations to the resources referred to in the identified articles. This conceptual analysis illustrates how the full spectrum of the impact of eWOM on tourist behaviour spans well beyond the limited scope traditionally focused on by tourism and hospitality researchers. This scope, encompassing multiple cognitive, normative and affective dimensions, is illustrated in an evidence-based conceptual framework proposed in this paper, providing a systematic tool to identify the less-studied aspects of this important phenomenon. This paper synthesises the large and fragmented body of literature on eWOM and proposes a novel conceptual framework, illustrating the vast scope of the various cognitive, affective and normative mechanisms through which eWOM affects consumers' choice of tourism and hospitality products. Furthermore, this paper provides a synthesis of the state-of-the-art of research in this field, highlights the existing gaps and provides researchers with a systematic tool to identify pathways towards breaking the status-quo in progressing beyond the current boundaries of academic research in this field.

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Collaboration types
Domestic collaboration
International collaboration
Web Of Science research areas
Hospitality, Leisure, Sport & Tourism
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