TY - JOUR
T1 - A retrospective view of electronic word-of-mouth in hospitality and tourism management
AU - Litvin, Stephen W.
AU - Goldsmith, Ronald E.
AU - Pan, Bing
N1 - Publisher Copyright:
© 2018, Emerald Publishing Limited.
PY - 2018
Y1 - 2018
N2 - Purpose: The purpose of this paper is to review the impact electronic word-of-mouth (eWOM) has had on the hospitality and tourism industry and discuss the changes that will affect its future. The paper’s touchpoint is the authors’ earlier paper (Litvin et al., 2008), which proposed that eWOM was to become a major influence as a conduit of travelers’ views and opinions. Design/methodology/approach: The paper summarizes the arguments of the authors’ earlier paper, describing ways in which eWOM has evolved into the influential system it has become, with special emphasis on the growth of mobile media as a platform for eWOM dissemination. Findings: The authors conclude that eWOM has fulfilled its promise to become a major influence on the hospitality and tourism industry and will continue to play an essential role in hospitality marketing for the foreseeable future. Practical implications: The authors provide examples of successful media campaigns and propose strategies for hospitality and tourism businesses. Originality/value: eWOM has emerged to become a highly influential element of modern marketing strategy. This look back at an early eWOM paper, with reflection on changes that have occurred and a view to the future, is of value as validation of an often cited article that set the stage for much subsequent hospitality research.
AB - Purpose: The purpose of this paper is to review the impact electronic word-of-mouth (eWOM) has had on the hospitality and tourism industry and discuss the changes that will affect its future. The paper’s touchpoint is the authors’ earlier paper (Litvin et al., 2008), which proposed that eWOM was to become a major influence as a conduit of travelers’ views and opinions. Design/methodology/approach: The paper summarizes the arguments of the authors’ earlier paper, describing ways in which eWOM has evolved into the influential system it has become, with special emphasis on the growth of mobile media as a platform for eWOM dissemination. Findings: The authors conclude that eWOM has fulfilled its promise to become a major influence on the hospitality and tourism industry and will continue to play an essential role in hospitality marketing for the foreseeable future. Practical implications: The authors provide examples of successful media campaigns and propose strategies for hospitality and tourism businesses. Originality/value: eWOM has emerged to become a highly influential element of modern marketing strategy. This look back at an early eWOM paper, with reflection on changes that have occurred and a view to the future, is of value as validation of an often cited article that set the stage for much subsequent hospitality research.
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U2 - 10.1108/IJCHM-08-2016-0461
DO - 10.1108/IJCHM-08-2016-0461
M3 - Article
AN - SCOPUS:85041725414
SN - 0959-6119
VL - 30
SP - 313
EP - 325
JO - International Journal of Contemporary Hospitality Management
JF - International Journal of Contemporary Hospitality Management
IS - 1
ER -