The impacts of ewom in hotels
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Abstract
The objective of this study is the review of the existing literature relating to the impacts of the electronic Word-of-Mouth (eWOM) within the hotel sector. The review focuses on published articles during the last years in academic recognized journals specialized in tourism and of great international importance.
As a result of this review we have identified the main impacts generated by the eWOM from a consumer perspective and from a business perspective. For consumers, the comments have significant decision-making purposes, to facilitate access and processing of information, and on reducing the risk of buying an intangible product as tourism. For businesses, it generates opportunities and threats to its image, the volume of sales and the generation of loyalty. This study aims to clarify and inform about the State of the art with regard to future studies related to eWOM and hotels.
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