Los impactos del ewom en hoteles
Barra lateral del artículo
Contenido principal del artículo
Resumen
El objetivo de este trabajo es la revisión de las investigaciones existentes referente a los impactos del electronic Word-of-Mouth (eWOM) dentro del sector de los hoteles. La revisión se centra en los artículos publicados durante los últimos años en revistas académicas especializadas en turismo y de gran relevancia internacional. Como resultado de esta revisión se identificaron los principales impactos generados por el eWOM desde la perspectiva de los consumidores y desde la perspectiva de las empresas. Para los consumidores, los comentarios poseen efectos significativos en la toma de decisiones, al facilitar el acceso y procesado de la información, y en la reducción del riesgo de compra de un producto intangible como el turismo. Para las empresas, puede generar oportunidades y amenazas para su imagen, como también influir en el
volumen de ventas y en la generación de lealtad. Este trabajo pretende clarificar e informar sobre el estado de la cuestión de cara a futuros estudios relacionados con el eWOM y los hoteles
Palabras clave:
Descargas
Detalles del artículo
Citas
Anderson, C. K. (2012). The Impact of Social Media on Lodging Performance. Cornell Hospitality Report, 12(15).
Arsal, I., Woosnam, K. M., Baldwin, E. D. & Backman, S. J. (2010). Residents as Travel Destination Information Providers: An Online Community Perspective. Journal of Travel Research, 49(4), pp. 400-413.
Barlés, M. J. (2010). La toma de decisiones familiares de compra, el conflicto y las tácticas de influencia en la pareja. El papel de la mujer en las decisiones vacacionales. Tesis doctoral. Universidad de Zaragoza.
Black, H. G. & Kelley, S. W. (2009). A Storytelling Perspective on Online Customer Reviews Reporting Service Failure and Recovery. Journal of Travel & Tourism Marketing, 26, pp. 169-179.
Callarisa, L., García, J. S., Cardiff, J. & Roshchina, A. (2012). Harnessing social media platforms to measure customer-based hotel brand equity. Tourism Management Perspectives, 4, pp. 73-79.
Casaló, L., Flavián, C. & Guinalíu, M. (2010). Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions. Tourism Management, 31, pp. 898-911.
Da Silva, R. V. & Alwi, S .F. S. (2008). Online corporate brand image, satisfaction and loyalty. Brand Management, 16(3), pp. 119-144.Dickinger, A. & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Academy of Marketing Science, 22(2), pp. 99-113.
Dickinger, A. (2011). The Trustworthiness of Online Channels for Experienceand Goal-Directed Search Tasks. Journal of Travel Research, 50(4), pp. 378-391.
Harrison-Wallker, L. J. (2001). The measurement of word of mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), pp. 60–75.
Hills, J. R. & Cairncross, G. (2009). Small accommodation providers and UGC web sites: perceptions and practices. International Journal of Contemporary Hospitality Management, 23(1), pp. 26-43.
Jun, S. H., Vogt, C. A. & MacKay, K. J. (2010). Online Information Search Strategies: A Focus On Flights and Accommodation. Journal of Travel & Tourism Marketing, 27, pp. 579-595.
Kim, E. E. K., Mattila, A. S. & Baloglu, S. (2011). Effects of Gender and Expertise on Consumers’ Motivation to Read Online Hotel Reviews.Cornell Hospitality Quarterly, 52(4), pp. 399-406.
Lee, H. A., Law, R. & Murphy, J. (2011). Helpful Reviewers in TripAdvisor, an Online Travel Community. Journal of Travel & Tourism Marketing, 28, pp.675-688.
Litvin, S. W., Goldsmith, R. E. & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29, pp. 458-468.
Loureiro, S. M. C. & Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30, pp. 575-583.
Papathanassis, A. & Knolle, F. (2011). Exploring the adoption and processing of online holiday reviews: A grounded theory approach. Tourism Management, 32, pp. 215-224.Qu, H. & Lee, H. (2011). Travelers’ social identification and membership behaviors in online travel community. Tourism Management, 32, pp. 1262-1270.
Schiffman, L. G. & Kanuk, L. L. (2000). Consumer Behavior, 7th edition. Upper Saddle River, NJ: Prentice Hall.
Sparks, B. A. & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32, pp.1310-1323.
Sun, L. B. & Qu, H. (2011). Is There Any Gender effect on the Relationship Between Service Quality and Word-of-Mouth? Journal of Travel & Tourism Marketing, 28, pp. 210-224.
Toh, R. S., DeKay, C. F. & Raven, P. (2011). Travel Planning: Searching for and Booking Hotels on the Internet. Cornell Hospitality Quarterly, 52(4), pp. 388-398.
Verma, R. (2010). Customer Choice Modeling in Hospitality Services: A Review of Past Research and Discussion of Some New Applications. Cornell Hospitality Quarterly, 51(4), pp. 470-478.
Vermeulen, I. E. & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30, pp. 123-127.
Wen, I. (2008). Factors affecting the online travel buying decision: a review. International Journal of Contemporary Hospitality Management, 21(6), pp. 752-765.
Worthington, S., Russell-Bennett, R. & Hartel, C. (2010). A tri-dimensional approach for auditing brand loyalty. Brand Management, 17, pp. 243-253.
Xiang, Z. & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31, pp. 179-188.
Xie, H. J., Miao, L., Kuo, P. & Lee, B. (2011). Consumers’ responses to ambivalent online hotel reviews: The role of perceived source credibility and predecisional disposition. International Journal of Hospitality Management, 30, pp. 178-183.
Yacouel, N. & Fleischer, A. (2011). The Role of Cybermediaries in Reputation Building and Price Premiums in the Online Hotel Market. Journal of Travel Research, 50(1), pp. 1-8.
Ye, Q., Law, R. & Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 28, pp.180-182.
Yoon, Y. & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26(1), pp. 45-56.