Electronic word-of-mouth in hospitality and tourism management

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

Research output: Contribution to journalArticle

1041 Citations (Scopus)

Abstract

Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. These influences are especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the large-scale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing the influence that one consumer may have on another. This paper describes online interpersonal influence, or eWOM, as a potentially cost-effective means for marketing hospitality and tourism, and discusses some of the nascent technological and ethical issues facing marketers as they seek to harness emerging eWOM technologies.

Original languageEnglish (US)
Pages (from-to)458-468
Number of pages11
JournalTourism Management
Volume29
Issue number3
DOIs
StatePublished - Jun 1 2008

Fingerprint

tourism management
Marketing
tourism
Tourism
electronics
Internet
management
marketing
Costs
Industry
industry
cost
purchase
Tourism management
Hospitality management
Electronic word-of-mouth
Interpersonal influence
Word-of-mouth
costs
decision

All Science Journal Classification (ASJC) codes

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

Litvin, Stephen W. ; Goldsmith, Ronald E. ; Pan, Bing. / Electronic word-of-mouth in hospitality and tourism management. In: Tourism Management. 2008 ; Vol. 29, No. 3. pp. 458-468.
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Electronic word-of-mouth in hospitality and tourism management. / Litvin, Stephen W.; Goldsmith, Ronald E.; Pan, Bing.

In: Tourism Management, Vol. 29, No. 3, 01.06.2008, p. 458-468.

Research output: Contribution to journalArticle

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