Twenty‐Five Years of Word‐of‐Mouth Studies: A Critical Review of Tourism Research
Abstract
It has been 25 years that the topic of word of mouth (WOM) related to the tourism industry has been addressed in top‐level marketing journals. However, there has not yet been a thorough synthesis of the articles, nor has there been an analysis of the approach and the direction the research has taken. This article will try to address that deficiency, collecting and analysing 25 five years of research following this stream, utilizing a literature review technique known as the paradigm funnel. Copyright © 2014 John Wiley & Sons, Ltd.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Online social media play a significant role in creating electronic word-of-mouth.
“In addition to professional systems, online social media, such as Twitter, Instagram, Facebook, FourSquare, Sina Weibo, and GooglePlus, play a significant role in creating electronic word-of-mouth (e-WOM) (Confente, 2015;Garcia-Pablos et al., 2016;Leung et al., 2013;Phillips et al., 2017).”
From Sentiment Analysis in Tourism: Capitalizing on Big Data (2019) · cites this paper as Confente, 2015
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003 · see citing works
Toward a definition of mixed methods research
Johnson, R. B., Onwuegbuzie, A. J., & Turner, L. A. (2007) · Journal of Mixed Methods Research · doi:10.1177/1558689806298224 · Cited by 6,464 · see citing works
Hietala, M. (1983) · Scandinavian Journal of History · doi:10.1080/03468758308579015 · Cited by 6,232 · see citing works
The Effect of Word of Mouth on Sales: Online Book Reviews
Chevalier, J. A., & Mayzlin, D. (2006) · Journal of Marketing Research · doi:10.1509/jmkr.43.3.345 · Cited by 6,003 · see citing works
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641 · see citing works
Sociological Paradigms and Organizational Analysis.
Louis, M. R., Burrell, G., & Morgan, G. (1983) · Administrative Science Quarterly · doi:10.2307/2392394 · Cited by 5,616 · see citing works
Electronic word-of-mouth in hospitality and tourism management
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008) · Tourism Management · doi:10.1016/j.tourman.2007.05.011 · Cited by 3,267 · see citing works
Customer Satisfaction and Word of Mouth
Anderson, E. W. (1998) · Journal of Service Research · doi:10.1177/109467059800100102 · Cited by 2,110 · see citing works
Role of Product-Related Conversations in the Diffusion of a New Product
Arndt, J. (1967) · Journal of Marketing Research · doi:10.1177/002224376700400308 · Cited by 1,613 · see citing works
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583 · see citing works
Social Media in Tourism and Hospitality: A Literature Review
Leung, D., Law, R., van Hoof, H., & Buhalis, D. (2013) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2013.750919 · Cited by 1,557 · see citing works
A Test of Services Marketing Theory: Consumer Information Acquisition Activities
Murray, K. B. (1991) · Journal of Marketing · doi:10.2307/1252200 · Cited by 1,548 · see citing works
The Impact of New Media on Customer Relationships
Hennig‐Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010) · Journal of Service Research · doi:10.1177/1094670510375460 · Cited by 1,430 · see citing works
Tried and tested: The impact of online hotel reviews on consumer consideration
Vermeulen, I. E., & Seegers, D. (2009) · Tourism Management · doi:10.1016/j.tourman.2008.04.008 · Cited by 1,311 · see citing works
The impact of online user reviews on hotel room sales
Ye, Q., Law, R., & Gu, B. (2008) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2008.06.011 · Cited by 1,291 · see citing works
Ye, Q., Law, R., Gu, B., & Chen, W. (2010) · Computers in Human Behavior · doi:10.1016/j.chb.2010.04.014 · Cited by 1,179 · see citing works
Hennig‐Thurau, T., Walsh, G., & Walsh, G. (2003) · International Journal of Electronic Commerce · doi:10.1080/10864415.2003.11044293 · Cited by 953 · see citing works
Measuring Motivations for Online Opinion Seeking
Goldsmith, R. E., & Horowitz, D. (2006) · Journal of Interactive Advertising · doi:10.1080/15252019.2006.10722114 · Cited by 739 · see citing works
Web reviews influence on expectations and purchasing intentions of hotel potential customers
Mauri, A. G., & Minazzi, R. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.02.012 · Cited by 691 · see citing works
Source effects in communication and persuasion research: A meta-analysis of effect size
Wilson, E. J., & Sherrell, D. L. (1993) · Journal of the Academy of Marketing Science · doi:10.1007/bf02894421 · Cited by 677 · see citing works
Personal Influence. The Part Played by the People in the Flow of Mass Communication
Woelke, J., & Koch, S. (2015) · Springer eBooks · doi:10.1007/978-3-658-09923-7_6 · Cited by 667 · see citing works
Kim, T. T., Kim, W. G., & Kim, H.-B. (2008) · Tourism Management · doi:10.1016/j.tourman.2008.04.003 · Cited by 649 · see citing works
Ye, Q., Zhang, Z., & Law, R. (2008) · Expert Systems with Applications · doi:10.1016/j.eswa.2008.07.035 · Cited by 636 · see citing works
Jalilvand, M. R., Samiei, N., Dini, B., & Manzari, P. Y. (2012) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2012.10.001 · Cited by 636 · see citing works
The impact of electronic word of mouth on a tourism destination choice
Jalilvand, M. R., & Samiei, N. (2012) · Internet Research · doi:10.1108/10662241211271563 · Cited by 624 · see citing works
Metatriangulation: Building Theory from Multiple Paradigms
Lewis, M. W., & Grimes, A. J. (1999) · Academy of Management Review · doi:10.5465/amr.1999.2553247 · Cited by 617 · see citing works
Hartline, M. D., & Jones, K. C. (1996) · Journal of Business Research · doi:10.1016/0148-2963(95)00126-3 · Cited by 527 · see citing works
Chan, N. L., & Guillet, B. D. (2011) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2011.571571 · Cited by 480 · see citing works
Word‐of‐mouth communication in the service marketplace
Mangold, W. G., Miller, F. L., & Brockway, G. R. (1999) · Journal of Services Marketing · doi:10.1108/08876049910256186 · Cited by 475 · see citing works
Electronic word-of-mouth and online reviews in tourism services: the use of twitter by tourists
Sotiriadis, M. D., & Zyl, C. V. (2013) · Electronic Commerce Research · doi:10.1007/s10660-013-9108-1 · Cited by 437 · see citing works
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis
Park, Y. A., & Ulrike Gretzel, B. (2007) · Journal of Travel Research · doi:10.1177/0047287507302381 · Cited by 429 · see citing works
The influence of internet customer reviews on the online sales and prices in hotel industry
Öğüt, H., & Taş, B. K. O. (2011) · Service Industries Journal · doi:10.1080/02642069.2010.529436 · Cited by 378 · see citing works
Exploring the adoption and processing of online holiday reviews: A grounded theory approach
Papathanassis, A., & Knolle, F. (2010) · Tourism Management · doi:10.1016/j.tourman.2009.12.005 · Cited by 378 · see citing works
An Analysis of One-Star Online Reviews and Responses in the Washington, D.C., Lodging Market
Levy, S. E., Duan, W., & Boo, S. (2012) · Cornell Hospitality Quarterly · doi:10.1177/1938965512464513 · Cited by 358 · see citing works
Word-of-mouth Communication by the Innovator
Engel, J. F., Kegerreis, R. J., & Blackwell, R. D. (1969) · Journal of Marketing · doi:10.1177/002224296903300303 · Cited by 351 · see citing works
Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior
Cheng, S. C. L., Lam, T., & Hsu, C. H. C. (2006) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348005284269 · Cited by 340 · see citing works
Social Media in Destination Choice: Distinctive Electronic Word-of-Mouth Dimensions
Tham, A., Croy, G., & Mair, J. (2013) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2013.751272 · Cited by 327 · see citing works
Analysis of Referral Networks in Marketing: Methods and Illustration
Reingen, P. H., & Kernan, J. B. (1986) · Journal of Marketing Research · doi:10.1177/002224378602300407 · Cited by 327 · see citing works
Rating tourism and hospitality journals
McKercher, B., Law, R., & Lam, T. (2005) · Tourism Management · doi:10.1016/j.tourman.2005.06.008 · Cited by 325 · see citing works
Lin, L., & Lu, C. (2010) · Tourism Review · doi:10.1108/16605371011083503 · Cited by 316 · see citing works
Helpful Reviewers in TripAdvisor, an Online Travel Community
Lee, A., Law, R., & Jamie Murphy, A. (2011) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2011.611739 · Cited by 315 · see citing works
Breaking the Paradigm Mentality
Willmott, H. C. (1993) · Organization Studies · doi:10.1177/017084069301400504 · Cited by 315 · see citing works
Effects of Relationship Marketing on Repeat Purchase and Word of Mouth
Kim, W. G., Han, J., & Lee, E. (2001) · Journal of Hospitality & Tourism Research · doi:10.1177/109634800102500303 · Cited by 301 · see citing works
Effects of Gender and Expertise on Consumers’ Motivation to Read Online Hotel Reviews
Kim, E. E. K., Mattila, A. S., & Baloğlu, Ş. (2011) · Cornell Hospitality Quarterly · doi:10.1177/1938965510394357 · Cited by 254 · see citing works
Phillips, W. J., Wolfe, K., Hodur, N. M., & Leistritz, F. L. (2011) · International Journal of Tourism Research · doi:10.1002/jtr.879 · Cited by 247 · see citing works
Browning, V., So, K. K. F., & Sparks, B. (2013) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2013.750971 · Cited by 244 · see citing works
Park, S., & Allen, J. P. (2012) · Cornell Hospitality Quarterly · doi:10.1177/1938965512463118 · Cited by 228 · see citing works
An Analysis of Word-of-Mouse Ratings and Guest Comments of Online Hotel Distribution Sites
Stringam, B. B., & Gerdes, J. H. (2010) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2010.508009 · Cited by 226 · see citing works
Managing Word of Mouth Communications
Haywood, K. M. (1989) · Journal of Services Marketing · doi:10.1108/eum0000000002486 · Cited by 209 · see citing works
Exploring word‐of‐mouth influences on travel decisions: friends and relatives vs. other travellers
Murphy, L., Mascardo, G., & Benckendorff, P. J. (2007) · International Journal of Consumer Studies · doi:10.1111/j.1470-6431.2007.00608.x · Cited by 203 · see citing works
The web sites of international tourist hotels and tour wholesalers in Taiwan
Wan, C.-S. (2002) · Tourism Management · doi:10.1016/s0261-5177(01)00048-6 · Cited by 200 · see citing works
Factors affecting the online travel buying decision: a review
Wen, I. (2009) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110910975990 · Cited by 195 · see citing works
Generating positive word‐of‐mouth in the service experience
Ng, S., David, M. E., & Dagger, T. S. (2011) · Managing Service Quality · doi:10.1108/09604521111113438 · Cited by 192 · see citing works
Social media in travel, tourism, and hospitality: Theory, Practice and cases
Banyai, M. (2012) · Annals of Tourism Research · doi:10.1016/j.annals.2012.05.008 · Cited by 180 · see citing works
Understanding medical tourists: Word-of-mouth and viral marketing as potent marketing tools
Yeoh, E., Othman, K., & Ahmad, H. (2012) · Tourism Management · doi:10.1016/j.tourman.2012.04.010 · Cited by 179 · see citing works
Simpson, P. M., & Siguaw, J. A. (2008) · Journal of Travel Research · doi:10.1177/0047287508321198 · Cited by 172 · see citing works
A review of website evaluation studies in the tourism and hospitality fields from 1996 to 2009
Ip, C., Law, R., & Lee, A. (2010) · International Journal of Tourism Research · doi:10.1002/jtr.815 · Cited by 167 · see citing works
Berezina, K., Çobanoğlu, C., Miller, B., & Kwansa, F. A. (2012) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111211258883 · Cited by 162 · see citing works
Tourist Motivation with Sun and Sand Destinations: Satisfaction and the Wom-Effect
Prebensen, N. K., Skallerud, K., & Chen, J. S. (2010) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2010.527253 · Cited by 149 · see citing works
Residents as Travel Destination Information Providers: An Online Community Perspective
Önder, İ., Woosnam, K. M., Baldwin, E. D., & Backman, S. J. (2009) · Journal of Travel Research · doi:10.1177/0047287509346856 · Cited by 144 · see citing works
A STORYTELLING PERSPECTIVE ON ONLINE CUSTOMER REVIEWS REPORTING SERVICE FAILURE AND RECOVERY
Black, H. G., & Kelley, S. W. (2009) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400902864768 · Cited by 139 · see citing works
Marketing Places Through First‐Person Stories—an Analysis of Pennsylvania Roadtripper Blog
Tussyadiah, I. P., & Fesenmaier, D. R. (2008) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400802508358 · Cited by 136 · see citing works
CRITICAL INCIDENTS IN TOURISM: FAILURE, RECOVERY, CUSTOMER SWITCHING, AND WORD‐OF‐MOUTH BEHAVIORS
Swanson, S. R., & Hsu, M. K. (2009) · Journal of Travel & Tourism Marketing · doi:10.1080/10548400902864800 · Cited by 127 · see citing works
Effects of tour leader's service quality on agency's reputation and customers' word-of-mouth
Heung, V. C. S. (2008) · Journal Of Vacation Marketing · doi:10.1177/1356766708094752 · Cited by 111 · see citing works
Kim, J. S., & Hardin, A. M. (2010) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2010.508005 · Cited by 104 · see citing works
Racherla, P., Connolly, D. J., & Christodoulidou, N. (2013) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2011.645187 · Cited by 98 · see citing works
The Perceived Influence of User Reviews in the Hospitality Industry
Ong, B. S. (2012) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2012.626743 · Cited by 92 · see citing works
FORUM - Word of Mouse - An Assessment of Electronic Word-of-Mouth Research
Breazeale, M. J. (2009) · International Journal of Market Research · doi:10.1177/147078530905100307 · Cited by 89 · see citing works
The connected customer the changing nature of consumer and business markets
Wuyts, S. (2010) · Cited by 87 · see citing works
Is There Any Gender effect on the Relationship Between Service Quality and Word-of-Mouth?
Sun, L., & Qu, H.-L. (2011) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2011.546215 · Cited by 76 · see citing works
Responses to consumer-generated media in the hospitality marketplace
Litvin, S. W., & Hoffman, L. M. (2012) · Journal Of Vacation Marketing · doi:10.1177/1356766712443467 · Cited by 70 · see citing works
China hotel research: A systematic review of the English language academic literature
Gross, M. J., Gao, H., & Huang, S. S. (2013) · Tourism Management Perspectives · doi:10.1016/j.tmp.2012.11.004 · Cited by 68 · see citing works
Information sources used by older adults for decision making about tourist and travel destinations
Patterson, I. (2007) · International Journal of Consumer Studies · doi:10.1111/j.1470-6431.2007.00609.x · Cited by 62 · see citing works
Forum - Word of Mouse - An Assessment of Electronic Word-of-mouth Research
(2009) · International Journal of Market Research · doi:10.2501/s1470785309200566 · Cited by 62 · see citing works
Building Trust with Consensus Information
Benedicktus, R. L., & Andrews, M. L. (2006) · Journal of Interactive Advertising · doi:10.1080/15252019.2006.10722115 · Cited by 44 · see citing works
A Study about the WOM Influence on Tourism Destination Choice
Zhu, M., & Lai, S.-Q. (2009) · International Conference on Electronic Commerce and Business Intelligence · doi:10.1109/ecbi.2009.104 · Cited by 34 · see citing works
Through the Paradigm Funnel: A Conceptual Tool for Literature Analysis
Berthon, P. R., Nairn, A. C., & Money, A. (2003) · Marketing Education Review · doi:10.1080/10528008.2003.11488830 · Cited by 33 · see citing works
(2010) · Research in consumer behavior · doi:10.1108/s0885-2111(2010)0000012018 · Cited by 33 · see citing works
Research of Business and Management
(2023) · Research of Business and Management · doi:10.58777/rbm · Cited by 26 · see citing works
Learning from Giants - Exploring, Classifying and Analysing Existing Knowledge on Market Research
Nairn, A. C., Berthon, P. R., & Money, A. (2007) · International Journal of Market Research · doi:10.1177/147078530704900208 · Cited by 23 · see citing works
Leach, M. P., Liu, A. H., & Winsor, R. D. (2008) · Journal of Hospitality & Leisure Marketing · doi:10.1080/10507050801946841 · Cited by 20 · see citing works
The Effect of Organizational Commitment on Word-of-Mouth Intentions in Recruitment in China
Sun, T., Ayoun, B., & Calhoun, J. R. (2013) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2013.752711 · Cited by 16 · see citing works
Competing resort hotels Word-of-mouth communication and guest retention
Woodside, A. G., & Moore, E. M. (1987) · Tourism Management · doi:10.1016/0261-5177(87)90090-2 · Cited by 13 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
Sentiment Analysis in Tourism: Capitalizing on Big Data
Alaei, A. R., Becken, S., & Stantic, B. (2019) · Journal of Travel Research · doi:10.1177/0047287517747753 · Cited by 622 · see citing works
Bibliometric studies in tourism
Köseoğlu, M. A., Rahimi, R., Okumuş, F., & Liu, J. (2016) · Annals of Tourism Research · doi:10.1016/j.annals.2016.10.006 · Cited by 644 · see citing works
Developing a model for sustainable smart tourism destinations: A systematic review
Shafiee, S., Ghatari, A. R., Hassanzadeh, A., & Jahanyan, S. (2019) · Tourism Management Perspectives · doi:10.1016/j.tmp.2019.06.002 · Cited by 301 · see citing works
Marques, C. M. V. A., da Silva, R. V., & Antova, S. (2021) · Tourism Management · doi:10.1016/j.tourman.2021.104293 · Cited by 174 · see citing works
Nam, K.-C., Baker, J., Ahmad, N., & Goo, J. (2018) · Information Systems Frontiers · doi:10.1007/s10796-018-9849-4 · Cited by 154 · see citing works
Let Photos Speak: The Effect of User-Generated Visual Content on Hotel Review Helpfulness
Li, C., Kwok, L., Xie, K., Liu, J., & Ye, Q. (2021) · Journal of Hospitality & Tourism Research · doi:10.1177/10963480211019113 · Cited by 108 · see citing works
Ali, M., Puah, C., Ayob, N., & Raza, S. A. (2019) · British Food Journal · doi:10.1108/bfj-11-2018-0728 · Cited by 114 · see citing works
Liang, S., Schuckert, M. R., Law, R., & Masiero, L. (2016) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2016.1218403 · Cited by 101 · see citing works
Customer Engagement Behaviors in Hospitality: Customer-Based Antecedents
Romero, J. (2017) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2017.1288192 · Cited by 97 · see citing works
Analysing recent augmented and virtual reality developments in tourism
Moro, S., Rita, P., Ramos, P., & Esmerado, J. (2019) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-07-2018-0059 · Cited by 80 · see citing works
Confente, I., & Vigolo, V. (2018) · International Journal of Tourism Research · doi:10.1002/jtr.2214 · Cited by 74 · see citing works
Self-citationThe effect of price on word of mouth: First time versus heavy repeat visitors
Matzler, K., Teichmann, K., Ströbl, A., & Partel, M. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.09.013 · Cited by 71 · see citing works
Chiu, S.-C., Liu, C.-H. S., & Tu, J.-H. (2016) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2016.03.010 · Cited by 68 · see citing works
Abrate, G., Quinton, S., & Pera, R. (2021) · Tourism Management · doi:10.1016/j.tourman.2021.104314 · Cited by 65 · see citing works
Social media micro-film marketing by Chinese destinations: The case of Shaoxing
Shao, J., Li, X., Morrison, A., & Wu, B.-H. (2016) · Tourism Management · doi:10.1016/j.tourman.2015.12.013 · Cited by 60 · see citing works
Social Media Data-Based Sentiment Analysis of Tourists’ Air Quality Perceptions
Tao, Y., Zhang, F., Shi, C., & Chen, Y. (2019) · Sustainability · doi:10.3390/su11185070 · Cited by 57 · see citing works
Saxena, A., Sharma, N. K., Pandey, D., & Pandey, B. K. (2021) · Augmented Human Research · doi:10.1007/s41133-021-00052-4 · Cited by 52 · see citing works
Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach
Kar, A. K., Kumar, S., & Ilavarasan, P. V. (2021) · Global Journal of Flexible Systems Management · doi:10.1007/s40171-021-00279-5 · Cited by 52 · see citing works
Similarity and Consistency in Hotel Online Ratings across Platforms
Alcañiz, J. E. B., William, E., & Soria‐Olivas, E. (2019) · Journal of Travel Research · doi:10.1177/0047287519859705 · Cited by 53 · see citing works
From WOM to aWOM – the evolution of unpaid influence: a perspective article
Williams, N., Ferdinand, N., & Bustard, J. (2019) · The Tourist Review · doi:10.1108/tr-05-2019-0171 · Cited by 36 · see citing works
Salem, I. E., Elbaz, A. M., Al-Alawi, A. N., Alkathiri, N. A., & Rashwan, K. A. (2022) · Sustainability · doi:10.3390/su14063545 · Cited by 46 · see citing works
Why tourists choose Airbnb: A motivation-based segmentation study underpinned by innovation concepts
Guttentag, D. A. (2016) · ScholarWorks@UMassAmherst (University of Massachusetts Amherst) · Cited by 44 · see citing works
The traditional marketplace: serious leisure and recommending authentic travel
Curran, R., Baxter, I. W. F., Collinson, E., Gannon, M. J., Lochrie, S., Taheri, B., Thompson, J., & Yalinay, O. (2018) · Service Industries Journal · doi:10.1080/02642069.2018.1432603 · Cited by 45 · see citing works
Ciasullo, M. V., Montera, R., & Palumbo, R. (2020) · The TQM Journal · doi:10.1108/tqm-12-2019-0299 · Cited by 43 · see citing works
Emotional Solidarity with Destination Security Forces
Simpson, J., & Simpson, P. M. (2016) · Journal of Travel Research · doi:10.1177/0047287516675063 · Cited by 41 · see citing works
Social media promotions and travelers’ value-creating behaviors: the role of perceived support
Casaló, L. V., & Romero, J. (2019) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-09-2017-0555 · Cited by 41 · see citing works
Value co-creation in tourism live shopping
Zhang, Y., & Prebensen, N. K. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114964 · Cited by 47 · see citing works
Sustainable tourism development in mountain areas in Šumadija and Western Serbia
Milićević, S., Bošković, N., & Lakićević, M. (2021) · Journal of Mountain Science · doi:10.1007/s11629-020-6239-4 · Cited by 38 · see citing works
Exploring customer engagement in tourism
Romero, J. (2017) · Journal Of Vacation Marketing · doi:10.1177/1356766717725561 · Cited by 36 · see citing works
High Expectations: How Tourists Cope With Disappointing Vacation Experiences
Hossain, M. I., Oppewal, H., & Tojib, D. (2022) · Journal of Travel Research · doi:10.1177/00472875221109828 · Cited by 35 · see citing works
Ribeiro, D. A., & Kalro, A. D. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12962 · Cited by 34 · see citing works
Lewis, C., & Mehmet, M. (2019) · International Journal of Market Research · doi:10.1177/1470785319863623 · Cited by 30 · see citing works
Hossain, S., Batcha, M. S., Atoum, I. A., Ahmad, N., & Al-Shehri, A. (2022) · Sustainability · doi:10.3390/su142416388 · Cited by 31 · see citing works
Branded premiums in tourism destination promotion
Wang, S., Japutra, A., & Molinillo, S. (2020) · Tourism Review · doi:10.1108/tr-06-2019-0256 · Cited by 25 · see citing works
UNESCO urban world heritage sites: Tourists' awareness in the era of social media
Koufodontis, N. I., & Gaki, Ε. (2022) · Cities · doi:10.1016/j.cities.2022.103744 · Cited by 27 · see citing works
A Systematic Review of Iranian Research in the Field of Geotourism Studies
Ziaee, M., & Ferdowsi, S. (2020) · Geoheritage · doi:10.1007/s12371-020-00519-7 · Cited by 19 · see citing works
Alaei, A., Ying, W., Bui, V., & Stantić, B. (2023) · Future Internet · doi:10.3390/fi15040150 · Cited by 18 · see citing works
Get on Task: A Pragmatic Tutorial on Planning and Conducting a Systematic Literature Review
Bichler, B. F., Petry, T., Kallmuenzer, A., & Peters, M. (2022) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-80117-546-320221004 · Cited by 17 · see citing works
Constantoglou, M. (2020) · Business Ethics and Leadership · doi:10.21272/bel.4(3).81-106.2020 · Cited by 16 · see citing works
Kusumawati, A., Dewantara, R., Azizah, D. F., & Supriono, S. (2023) · Journal of Tourism Futures · doi:10.1108/jtf-03-2022-0080 · Cited by 16 · see citing works
Tourist involvement in vacation planning and booking: impact on word of mouth and loyalty
Andersen, C., Engeset, M. G., & Nyhus, E. K. (2023) · Tourism Review · doi:10.1108/tr-08-2022-0398 · Cited by 14 · see citing works
Drammeh, F. Y. (2024) · Cogent Social Sciences · doi:10.1080/23311886.2024.2311955 · Cited by 14 · see citing works
The Role of Personal Values and Personality Traits On Intention to Recommend a Destination
Japutra, A., Loureiro, S. M. C., & Wang, S. (2020) · Tourism Analysis · doi:10.3727/108354220x15987151867872 · Cited by 14 · see citing works
Zhong, L., Zhu, M., Li, X., Morrison, A. M., & Camilleri, M. A. (2024) · Tourism Review · doi:10.1108/tr-07-2023-0457 · Cited by 13 · see citing works
Electronic-word-of-mouth performance in different psychological distances and familiarity
Tan, W.-K., & Chang, Y.-G. (2015) · Online Information Review · doi:10.1108/oir-10-2014-0255 · Cited by 12 · see citing works
The electronic word of mouth as a context variable in the hotel management decision-making process
Mañero, C. B., Ciobanu, A. V., & Iglesias, M. P. (2019) · Cuadernos de Gestión · doi:10.5295/cdg.170860cb · Cited by 15 · see citing works
Visitor attitude to tourism destinations: a critical review and future research agenda
Hadinejad, A., Moyle, B., Kralj, A., Noghan, N., Scott, N., & Gardiner, S. J. (2024) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2024.2380043 · Cited by 11 · see citing works
Information security ignorance: An exploration of the concept and its antecedents
Wu, A. Y., Hanus, B., Xue, B., & Mahto, R. V. (2023) · Information & Management · doi:10.1016/j.im.2023.103753 · Cited by 11 · see citing works
Repeat Consumer Behavior on Smart P2P Tourism Platforms
Ballestero, P. T., García‐Muiña, F. E., Rienda-Gómez, J. J., & Serrano, L. G. (2019) · Sustainability · doi:10.3390/su11247082 · Cited by 11 · see citing works
Tao, Y., Zhang, F., Liu, W. J., & Shi, C. (2021) · Weather Climate and Society · doi:10.1175/wcas-d-21-0039.1 · Cited by 11 · see citing works
Word-of-Mouth Redefined: A Profile of Influencers in the Travel and Tourism Industry
George, R. J., Stainton, H., & Adu-Ampong, E. A. (2021) · Journal of Smart Tourism · doi:10.52255/smarttourism.2021.1.3.6 · Cited by 11 · see citing works
Bakri, M., Krisjanous, J., & Richard, J. (2022) · Journal of Travel Research · doi:10.1177/00472875221138975 · Cited by 11 · see citing works
Does Value for Money Create Advocates? A Study in the International Airline Services Industry
Messner, W. (2017) · Journal of Global Marketing · doi:10.1080/08911762.2017.1327626 · Cited by 9 · see citing works
EVALUATING THE INFLUENCE OF DESTINATION BRAND EXPERIENCE ON TOURIST BEHAVIORAL INTENTION
Singh, R., & Mehraj, N. (2019) · ENLIGHTENING TOURISM A PATHMAKING JOURNAL · doi:10.33776/et.v9i2.3620 · Cited by 8 · see citing works
Determinants of Residents’ Word-of-Mouth Behaviour and Support for Tourism
López, M. F. B., Virto, N. R., & Figueiredo, J. (2020) · Administrative Sciences · doi:10.3390/admsci10030051 · Cited by 12 · see citing works
Blockchain adoption in tourism:Grounded theory-based conceptual model
Tyan, I., Yagüe, M. I., & Plaza, A. J. G. (2021) · Ara · doi:10.1344/ara.v10i1.32819 · Cited by 8 · see citing works
Modeling Residents’ WOM Behavior Toward Tourism Through Altruism and the Theory of Reasoned Action
Porras‐Bueno, N., Hermoso, J. M. H., & Plaza-Mejía, M. D. L. Á. (2023) · Leisure Sciences · doi:10.1080/01490400.2023.2178559 · Cited by 8 · see citing works
An Empirical Study on the Importance of Electronic Word of Mouth in the Concierge Industry
Makrides, A., Vrontis, D., & Christofi, M. (2019) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-8575-6.ch015 · Cited by 7 · see citing works
Why do individuals word-of-mouth destinations they never visited?
Tan, W.-K., & Lin, C.-H. (2021) · Service Business · doi:10.1007/s11628-021-00436-x · Cited by 7 · see citing works
Moradi, E. (2023) · Sport Marketing Quarterly · doi:10.32731/smq.324.122023.06 · Cited by 6 · see citing works
Managing the digital campaign process for sustainable tourism destinations
Liu, Y., & Mačerinskienė, A. (2016) · WIT transactions on ecology and the environment · doi:10.2495/st160121 · Cited by 9 · see citing works
The Role of WOM in Affecting the Intention to Purchase Online
Confente, I., Vigolo, V., & Brunetti, F. (2019) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-5225-8575-6.ch017 · Cited by 6 · see citing works
Self-citationGangadhari, R. K., Shivalingam, V., Tarei, P. K., & Cherukuri, S. (2023) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2023.2235702 · Cited by 5 · see citing works
Segmenting travellers of luxury destinations in a post-pandemic era
Nabi, N. (2023) · Service Business · doi:10.1007/s11628-023-00541-z · Cited by 5 · see citing works
Domestic leisure tourism destination choice and who do we trust: The case of Bulgaria
Naumov, N., Varadzhakova, D., & Naydenov, A. (2024) · Journal of the Geographical Institute Jovan Cvijic SASA · doi:10.2298/ijgi240226007n · Cited by 5 · see citing works
MEASURING HOLIDAY SATISFACTION OF AMERICAN TOURISTS VISITING THE DEAD SEA IN JORDAN
Rousan, R. A., Mustafa, M. H., Almasri, E., & Bala’awi, F. A. (2018) · GeoJournal of Tourism and Geosites · doi:10.30892/gtg.24105-342 · Cited by 5 · see citing works
Social diffusion and loyalty programs: a path to succeed
Pimpão, P., Correia, A., Duque, J., & Zorrinho, C. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-04-2016-0214 · Cited by 5 · see citing works
Demand‐Side Perspective on the Informal Economy: A Review and Research Agenda
Małecka, A., Mitręga, M., & Pfajfar, G. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70084 · Cited by 4 · see citing works
Willingness to Pay More: The Quest for Superstar Museums
Virto, N. R., López, M. F. B., & Mondejar, J. A. (2021) · Academica Turistica · doi:10.26493/2335-4194.14.101-114 · Cited by 4 · see citing works
Dalal, A., Bhattacharya, S., & Chattopadhyay, S. (2025) · Journal of Global Scholars of Marketing Science · doi:10.1080/21639159.2024.2443892 · Cited by 4 · see citing works
Popescu, L., ALBĂ, C.-D., MAZILU, M. E., & Şoşea, C. (2023) · Sustainability · doi:10.3390/su151511802 · Cited by 4 · see citing works
Huang, X., Zhu, S., & Wang, J. (2021) · Sustainability · doi:10.3390/su13073893 · Cited by 4 · see citing works
Razones para co-destruir en plataformas hoteleras usando boca a boca electrónico (e-WOM) negativo
Figueroa-Fadic, C., Tello-Álvarez, C., Veas-González, I. A., & Vidal-Silva, C. L. (2021) · Información tecnológica · doi:10.4067/s0718-07642021000300037 · Cited by 4 · see citing works
Liao, W.-G., Khan, M. S., & Liao, G. (2026) · Frontiers in Psychology · doi:10.3389/fpsyg.2025.1740267 · Cited by 3 · see citing works
Experts in the Loop: Why Humans Will Not Be Displaced by Machines when there Is “No Right Answer”
HOY, T., & Hofwegen, J. V. (2024) · Ethnographic Praxis in Industry Conference Proceedings · doi:10.1111/epic.12203 · Cited by 3 · see citing works
Managing responses to online reviews: an opportunity for value co-creation?
Negri, F., Vigolo, V., & Bonfanti, A. (2016) · MERCATI & COMPETITIVITÀ · doi:10.3280/mc2016-001006 · Cited by 3 · see citing works
Evaluation of E-Service Satisfaction Among Online Travel Agency (OTA) Users
Kumar, S., Gupta, S. K., Vaishnav, A. K., & Kumar, P. (2022) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-7998-9194-9.ch004 · Cited by 3 · see citing works
Self-effects of user-generated messages on pro-environmental identity
Arpan, L. M., Ray, E. C., Sellers, N., & Bravo, O. (2022) · Applied Environmental Education & Communication · doi:10.1080/1533015x.2022.2121329 · Cited by 3 · see citing works
A review of approaches measuring tourist satisfaction
Ngọc, H. (2023) · Journal of Thu Dau Mot University · doi:10.37550/tdmu.ejs/2023.02.399 · Cited by 3 · see citing works
Malik, G., & Singh, D. (2023) · European journal of tourism, hospitality and recreation · doi:10.2478/ejthr-2023-0004 · Cited by 3 · see citing works
Self-effects of user-generated advocacy messages on self-identity, attitudes, and intentions to act
Arpan, L. M., Ray, E. C., Sellers, N., Bravo, O., & Yan, Z. (2024) · Communication Research Reports · doi:10.1080/08824096.2024.2351368 · Cited by 3 · see citing works
SLOW TOURISM CONSUMERS’ RECOMMENDATIONS
Marić, D., Leković, K., & Tomić, S. (2021) · TEME · doi:10.22190/teme190708084m · Cited by 3 · see citing works
Sartore, M. D. S., Leite, E. D. S., & Rodrigues, C. (2022) · Mondes du tourisme · doi:10.4000/tourisme.5298 · Cited by 2 · see citing works
Avi, M. A. R. (2023) · Tourism in Marine Environments · doi:10.3727/154427323x16835293069953 · Cited by 2 · see citing works
When a #Selfie is Healthy: How Self-Persuasion Through User-Generated Content Influences Intentions
Ray, E. C., Arpan, L. M., & Ichplani, P. (2025) · Health Communication · doi:10.1080/10410236.2025.2494847 · Cited by 2 · see citing works
Yousaf, S., & Kim, J. M. (2025) · International Journal of Tourism Research · doi:10.1002/jtr.70087 · Cited by 2 · see citing works
Basiouni, A. F. (2020) · EMITTER International Journal of Engineering Technology · doi:10.24003/emitter.v8i2.585 · Cited by 2 · see citing works
A participatory trail web map based on open source technologies
Gore, J. A., Peters, S., & Weber, D. (2021) · International Journal of Cartography · doi:10.1080/23729333.2020.1840320 · Cited by 1 · see citing works
Destinationsmanagement – State of the Art und Konsequenzen
Beritelli, P., & Laesser, C. (2024) · St. Galler Schriften für Tourismus und Verkehr/St. Galler Schriften für Tourismus und Verkehr · doi:10.37307/b.978-3-503-23810-1.14 · Cited by 1 · see citing works
Moderate rating bias in interpersonal recommendations
Ibrahim, N., Wei, S., & Ocean, N. (2025) · Tourism Management · doi:10.1016/j.tourman.2025.105290 · Cited by 1 · see citing works
Alnes, P. K., Mydland, Ø., Haugom, E., & Malasevska, I. (2026) · Managing Sport and Leisure · doi:10.1080/23750472.2026.2633243 · Cited by 1 · see citing works
Forouhandeh, B., Clarke, R. J., & Reynolds, N. L. (2022) · European Journal of Marketing · doi:10.1108/ejm-11-2020-0793 · Cited by 1 · see citing works
Sociodemographic aspects and satisfaction of Chinese tourists visiting a coastal city
Orden-Mejía, M. A., Carvache‐Franco, M., Carvache‐Franco, O., & Carvache‐Franco, W. (2024) · Cogent Business & Management · doi:10.1080/23311975.2024.2419504 · Cited by 1 · see citing works
Küçük Konaklama İşletmelerinde Pazarlama Stratejileri ve Müşteri Bağlılığı: İzmir Örneği
Bardakoğlu, Ö. (2016) · Journal of Yaşar University · doi:10.19168/jyu.07489 · Cited by 1 · see citing works
Setiawan, H., Rini, Bustan, J., Maretha, F., & Africano, F. (2022) · Asean International Journal of Business · doi:10.54099/aijb.v1i2.99 · Cited by 1 · see citing works
Just Fresh: fresh juices from the desert!
Ahmad, S. Z., & Ahmad, N. (2017) · Emerald Emerging Markets Case Studies · doi:10.1108/eemcs-11-2014-0268
Confente, I., & Russo, I. (2018) · MERCATI & COMPETITIVITÀ · doi:10.3280/mc2018-004006
Self-citationUm modelo heurístico para análise da hospitalidade em tempos de hospedagem P2P
Branco, R. D. P. C., & Teles, A. (2019) · Revista Hospitalidade · doi:10.21714/2179-9164.2019.v16n2.005
Celebrity Positive WOM and the Impact on Tourist Perceptions: COVID-19 and the Case of Portugal
Almeida, I. (2021) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-80071-070-220211012
- Authors
- Confente, I.
- Affiliations
- University of Verona (IT)
- Corresponding author
- Confente, Ilenia
- ORCID
- Confente, Ilenia
- Venue
- International Journal of Tourism Research
- Publisher
- Wiley
- Published
- 2014-11-06
- Volume
- 17
- Issue
- 6
- Pages
- 613-624
- ISSN
- 1099-2340 (ISSN-L)
- 1522-1970
- OpenAlex
- W1892944188
- Cited by
- 111
- References
- 83
- Citations by year
- 2026: 6 · 2025: 8 · 2024: 9 · 2023: 14 · 2022: 12 · 2021: 18 · 2020: 7 · 2019: 15 · 2018: 6 · 2017: 6 · 2016: 9 · 2015: 1
- FWCI
- 17.38
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Tourism Research (publishedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Social Sciences › Sociology and Political Science › Diverse Aspects of Tourism Research
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Keywords
- word of mouth, tourism marketing, tourism industry, evidence synthesis, research trends, consumer behavior
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
