The Antecedents of Electronic Word of Mouth Responses in Hotel Experience Evaluation (original) (raw)
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Conceptualisation of Hotel Guest Experience Assessment Process and Electronic Words of Mouth
Journal of Indonesian Tourism and Development Studies, 2020
Journal of Indonesian Tourism and Development Studies [64] Abstract The success of a hotel depends on the guests' interpretation and reviews of their visit experience. Guests who perceived their visit experience as worthiness and satisfactory would circulate their experience to their acquaintances. In today's information based era, their visit experience can be widely circulated through electronic word of mouth (e-wom) such as the social media. This paper aims to construct a research framework to study hotel guests experience responses as the result from their encounters with the hotel's products and services during their stay. Unforgettable encounters would influence the guests' future behaviour, starting with their commitment and eventually translated into reaction in the forms of electronic word of mouth responses. Methodically, an exhaustive review of the literature was carried out to establish a theoretical underpinning of hotel guests experience assessment process and their future responses. Perceived value and satisfaction are deemed as important measurements in the initial stage of the hotel guest visit experience outcomes. In line with the current information technology trends, the guests are expected to use electronic word of mouth to disseminate their visit outcomes. Academically, the study framework reduces the gaps related to the formulation of research constructs for hotel visit experience assessment. It is assertive that this paper would be practically beneficial to hotel operators or relevant stakeholders in order to gain a comprehensive understanding about hotel guests' visit experience responses and their future behaviour, including the electronic word-of-mouth response.
Consumption of boutique hotel experiences as revealed by electronic word-of-mouth
2019
Postmodern society is characterised by consumers’ hedonistic behaviours and values, in which experience consumption is a form of differentiation and social elevation. This study sought to understand consumers’ online manifestations of boutique hotel experiences and individuals’ motivations for engaging in electronic word-of-mouth. The research considered prior studies on experiential consumption, as well as publications focused on understanding postmodern individuals. Netnography was used to collect data on – and analyse – post-consumption behaviours boutique hotels. Participant observation was conducted of the online manifestations of boutique hotel consumers’ experiences. The research also included computer-mediated speech analysis, image analysis of virtually extracted data and discourse analysis of interviews with users identified from previous interactions and online postings. This study’s approach was based on a different perspective than that of Pine and Gilmore’s work, utili...
Positive word-of-mouth from customers is a sought after desire for any organization. Inter-consumer influence is directly related to company image, customer satisfaction, retention and acquisition, overall costs and profits. With the advancement of technology, the impact of recommendation (electronic word of mouth) as a reliable source of product information is ever increasing as the customers are able to interact in a very large scale through electronic mediums. Some products and services such as automobiles, financial services and tourism require high involvement from customers’ perspective as they involve high risk and a larger amount of finances. Tourism is an intangible service, and bought less frequently. It is harder to evaluate it prior to actual consumption. In order to minimize the risk, tourists spend a great amount of time, effort and money for a vacation without unpleasant surprises. This is why they tend to rely heavily on recommendations of experienced travellers. The easiest way to reach this valuable information is through internet. Most tourism services are available online, there are also forums, newsgroups, blogs and commercial web sites that offer traveller comments and ratings. Web is considered as the most important source of information by most travellers. However in order for this information to be presented at travel sites (e.g. tripadvisor) it should be uploaded in advance by a traveller who “have been there and done that”. Therefore it is very important to identify those advocates who are likely to spread positive word of mouth through electronic channels. This study after the literature review and an empirical study on hotel guests in Turkey, tries to identify customers who are more likely to create eWOM (electronic word of mouth). Describing the characteristics of those opinion leaders would help hospitality organizations to better serve those clients and improve their likelihood to reach new customers. "
Influence of Guest Experience on Word Of Mouth and Revisit Intentions in the Egyptian Hotel Industry
International journal of Tourism and Hospitality Management (Print), 2022
The research purpose is to examine the influence of four guests' experience dimensions on their word of mouth and revisit intentions. A positivism approach was used to test the research hypotheses. The primary data was collected via a structured questionnaire from 450 guests who had stayed at Hurghada five-star hotels in Egypt which counted 25 hotels according to (Egyptian Hotel Association, 2021). The study employed a convenient sampling technique to collect the data. 450 Questionnaires forms were distributed after the deletion of incomplete responses, 396 questionnaires were valid to use with a response rate of 88%. Statistical analyses were performed by SPSS version 23 software. The results revealed that guests' experience dimensions which include entertainment, education, aesthetic, and escapism significantly affect guests' word of mouth, and their intention to revisit. Insights are provided to develop, improve and ensure marketing strategies, to create, manage, and control guest experiences to sustain positive guest' word of mouth, and their intention to revisit.
ELECTRONIC WORD OF MOUTH AMONG HOTEL GUESTS: DEMOGRAPHIC AND TRIPOGRAPHIC FACTORS
The Journal of Knowledge Economy & Knowledge Management, 2014
Positive word-of-mouth from customers is a sought after desire for any organization. Inter-consumer influence is directly related to company image, customer satisfaction, retention and acquisition, overall costs and profits. With the advancement of technology, the impact of recommendation (electronic word of mouth) as a reliable source of product information is ever increasing as the customers are able to interact in a very large scale through electronic mediums. Some products and services such as automobiles, financial services and tourism require high involvement from customers’ perspective as they involve high risk and a larger amount of finances. Tourism is an intangible service, and bought less frequently. It is harder to evaluate it prior to actual consumption. In order to minimize the risk, tourists spend a great amount of time, effort and money for a vacation without unpleasant surprises. This is why they tend to rely heavily on recommendations of experienced travellers. The easiest way to reach this valuable information is through internet. Most tourism services are available online, there are also forums, newsgroups, blogs and commercial web sites that offer traveller comments and ratings. Web is considered as the most important source of information by most travellers. However in order for this information to be presented at travel sites (e.g. tripadvisor) it should be uploaded in advance by a traveller who “have been there and done that”. Therefore it is very important to identify those advocates who are likely to spread positive word of mouth through electronic channels. This study after the literature review and an empirical study on hotel guests in Turkey, tries to identify customers who are more likely to create eWOM (electronic word of mouth). Describing the characteristics of those opinion leaders would help hospitality organizations to better serve those clients and improve their likelihood to reach new customers.
Electronic word of mouth in tourism and hospitality consumer behaviour: state of the art
Tourism Review, 2020
Purpose Despite its volume, the academic research on the impact of electronic word of mouth (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. Design/methodology/approach This paper is based on the meta-synthesis and a critical conceptual analysis of relevant academic literature identified using a keyword search of papers 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 papers. Findings This conceptual analysis illustrates how the full spectrum of the impact of eWOM on tourist behaviour spans well beyond the limited scope traditionally focussed 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. Originality/value 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.
THE IMPACT OF HOTEL REVIEWS POSTED BY GUESTS ON CUSTOMERS' PURCHASE PROCESS AND EXPECTATIONS
From the first article published on the topic of electronic word-of-mouth – eWOM (Stauss, 1997) research has rapidly increased, underlining the importance of this phenomenon both in academic and business contexts. The purchasing behaviour of the customer has increasingly changed with the development of new technologies. Therefore, what had traditionally been defined as word-of-mouth (WOM) (Arndt, 1967; Koenig, 1985) needed to be reconsidered and studied in light of recent changes (Buttle, 1998; Breazeale, 2009). Electronic WOM through online reviews on specific websites, company websites, blogs and communities influences various steps of the consumer decision-making and purchasing processes (Schindler and Bickart, 2005) and his expectations of the service. The objective of the paper is to study the impact that customer feedback/reviews posted on " non-transactional " websites have on the consumer decision-making process and on tourist expectations in the hospitality industry, which is particularly affected by this new trend. Many travel services are now bought on the net using electronic distribution systems: flights, hotel stays, car rentals, etc. (Nielsen, 2010; PhoCusWright, 2010). Online reviews play a key role in purchasing travel services (Nielsen, 2010) and " non-transactional " website traffic increased by 4% from 2007 to 2009 despite a decrease for transactional websites (OTA, company websites, etc.) (PhoCusWright, 2009). Therefore, hotel companies should comprehend the way customer feedback influences other consumers' decisions and expectations in order to develop specific marketing strategies that also consider the synergy among social media and the development of mobile technologies.
2021
Nowadays, progressive developments in information technology and latest communication techniques have brought about increasingly significant variations in consumer behaviour. These changes have created a focused shift in companies’ business and marketing strategies. The hotel and tourism industry in particular, has been histrionically influenced by an electronic word-of-mouth (e-WOM) form of communication. This study aims to examine the extent to which e-WOM influences customer experience in a resort hotel setting. Using purposive sampling technique, a total of 135 usable online survey questionnaire feedbacks were collected from targeted respondents and subsequently used for data analyses. The data were analysed using SmartPLS software. Empirical results have revealed positive and significant relationships between e-WOM and all four dimensions of customer experience. The results emphasized the importance of e-WOM in the resort hotel industry and provided practical implications for t...
Customer Reviews of Hotel Experiences through Consumer Generated Media (CGM
Journal of Hospitality Marketing & Management, 2008
As consumer generated media (CGM) are burgeoning online marketing techniques as a form of interpersonal and informal communications, many hotel guests have a chance to provide their candid and voluntary reviews of hotel experiences through these channels. However, little research has been documented to evaluate the overall theme of guests' reviews posted through CGM such as Tripadvisor. com. This study explores how consistent the posted reviews (i.e., compliments and complaints) were with the expected level of service and room rate. Examining guests' reviews of hotels in New York City posted on TripAdvisor. com, this study attempts to uncover generalizable suggestions for hotel management. Results of this study indicated that value was one of the key predictors for guest satisfaction, which leads to return intentions. Regardless of hotel classes and average daily rate (ADR), location appeared to have the highest mean value among seven performance attributes. Obviously, hotel classes (i.e., star ratings) and ADR appeared to influence the relationships of selected hotel performance attributes with both overall guest satisfaction and return
The Role of the Electronic Word-of-Mouth in the Hotel Industry
Advances in Marketing, Customer Relationship Management, and E-Services, 2020
In the digital age, electronic word-of-mouth plays a role extremely important for the hospitality industry. Due to the intangibility of the tourism product, travelers need to seek information in order to reduce the perceived risk. They usually compare different options and search for accurate and reliable information to make choices, such as user-generated contents. Moreover, tourists pay much more attention to digital platforms that foster interaction and information exchange between users. This study aims to investigate, through an online questionnaire, the managerial behavior of 103 hotels of the province of Rimini towards the electronic word-of-mouth phenomenon. The findings highlight the proactive attitude of hotels towards the phenomenon, to increase the booking and to improve the service quality. The study conducted provides hints of originality because it filled some gaps emerging in the literature regarding the dealing with responses, the stimulation of generating comments, and the impact of online reviews on hotel performance.