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Fabiana Salvi
Universitat de les Illes Balears
España
Antoni Serra Cantallops
Universitat de les Illes Balears
España
José Ramón Cardona
Universitat de les Illes Balears
España
Vol. 02 Núm. 010 (2013), Artículos (sección abierta), Páginas 3-17
DOI: https://doi.org/10.17979/redma.2013.02.010.4765
Recibido: nov. 28, 2018 Aceptado: nov. 28, 2018
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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

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