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What is Electronic Word-of-Mouth (eWOM)

Chapter 16
Handbook of Research on Social Media Applications for the Tourism and Hospitality Sector
Is a form of online recommendation or buzz marketing and it can become viral if the message is persuasive or funny enough.
Published in Chapter:
Social Media Applied to Tourism and Hospitality: The Case of Hotels in the Porto Metropolitan Area
Luís Pacheco (Portucalense Infante D. Henrique University, Portugal) and Fernando Moreira (Portucalense Infante D. Henrique University, Portugal)
Copyright: © 2020 |Pages: 25
DOI: 10.4018/978-1-7998-1947-9.ch016
Abstract
Online hotel reviews, ratings, or opinions have gained importance with the growth of social media tools. The objective of this chapter is to study the impact of specific satisfaction attributes on overall satisfaction. It is used a secondary data set obtained from three of the most influential online travel platforms, being analyzed the guests' average ratings for around 130 hotel units, distributed by four quality segments, located in the Porto metropolitan area. The application of this methodology to a large sample of Portuguese hotels has not been done before, been that the main contribution of this study. It is evidenced that the different platforms, while all incorporating consumer reviews as primary social knowledge, are distinct from each other on some aspects. The three platforms present roughly the same supply of hotels, albeit presenting some differences in terms of volume of data. In terms of specific attributes, with the exception of “service,” the three platforms present significant differences that may reflect the different user bases on these platforms.
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More Results
Chapter 16
Main Generators of the Electronic Word-of-Mouth in the Case of Hotels
All informal communications directed at consumers through internet-based technology related to the usage or characteristics of particular goods and services, or their sellers.
Published in Chapter: Main Generators of the Electronic Word-of-Mouth in the Case of Hotels; From: Handbook of Research on Entrepreneurship and Marketing for Global Reach in the Digital Economy
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Chapter 111
Similarities and Differences Between Word-of-Mouth and Electronic Word-of-Mouth
All informal communications directed at consumers through Internet-based technology related to the usage or characteristics of particular goods and services, or their sellers.
Published in Chapter: Similarities and Differences Between Word-of-Mouth and Electronic Word-of-Mouth; From: Encyclopedia of Organizational Knowledge, Administration, and Technology
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Chapter 523
Consumer Adoption of PC-Based/Mobile-Based Electronic Word-of-Mouth
WOM sent via the Internet, which is made available to an unspecified number of people by using online review platforms, or to particular persons by using e-mail, short mail services (SMS), or social networking sites (SNS),
Published in Chapter: Consumer Adoption of PC-Based/Mobile-Based Electronic Word-of-Mouth; From: Encyclopedia of Information Science and Technology, Fourth Edition
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Chapter 9
Greenwashing as Influencing Factor to Brand Switching Behavior Among Generation Y in the Social Media Age
This refers to favorable and unfavorable comments made by social media participants, especially Generation Y towards a brand, product, or organization online.
Published in Chapter: Greenwashing as Influencing Factor to Brand Switching Behavior Among Generation Y in the Social Media Age; From: Green Marketing as a Positive Driver Toward Business Sustainability
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Chapter 5
Citizen Marketing
Person-to-person communication that occurs over the Internet or another electronic form of communication.
Published in Chapter: Citizen Marketing; From: Handbook of Research on Social Interaction Technologies and Collaboration Software: Concepts and Trends
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Chapter 1
Understanding Online Falsehood From the Perspective of Social Problem
eWOM refers to messages that are written to be exposed through internet-mediated communication.
Published in Chapter: Understanding Online Falsehood From the Perspective of Social Problem; From: Handbook of Research on Deception, Fake News, and Misinformation Online
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Chapter 6
Negative Consumer Engagement via Food Delivery Applications: A Real Concern for Generation Z?
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