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Understanding Online Consumer Behavior and eWOM Strategies for Sustainable Business Management in the Tourism Industry

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  • Ana Reyes-Menendez

    (Department of Business Economics, Faculty of Social Sciences and Law, Rey Juan Carlos University, Paseo Artilleros s/n, 28032 Madrid, Spain)

  • Marisol B. Correia

    (School of Management, Hospitality and Tourism (ESGHT), Universidade do Algarve, Campus of Penha, 8005-139 Faro, Portugal
    Centre for Tourism Research, Development and Innovation (CiTUR), Campus of Penha, 8005-139 Faro, Portugal
    Research Centre for Tourism, Sustainability and Well-being (CinTurs), Campus of Gambelas, 8005-139 Faro, Portugal
    CEG-IST, Instituto Superior Técnico, Universidade de Lisboa, 1049-001 Lisboa, Portugal)

  • Nelson Matos

    (School of Management, Hospitality and Tourism (ESGHT), Universidade do Algarve, Campus of Penha, 8005-139 Faro, Portugal
    Research Centre for Tourism, Sustainability and Well-being (CinTurs), Campus of Gambelas, 8005-139 Faro, Portugal)

  • Charlene Adap

    (Department of Business Economics, Faculty of Social Sciences and Law, Rey Juan Carlos University, Paseo Artilleros s/n, 28032 Madrid, Spain)

Abstract

Electronic word of mouth (eWOM) has been widely used by most consumers on different digital platforms. This review aimed to obtain further insights into online consumer behavior through social networking sites and online reviews sites to help tourism businesses develop sustainable eWOM strategies. To this end, an exploratory study was developed to analyze available literature on eWOM strategies and online consumer behavior. The systematic literature review analysis focused on the following two main topics: (i) tourism and (ii) eWOM. The scientific database, Web of Science, was used to collect relevant literature on the subject. The search terms “Tourism” and “eWOM” were used. Searching the database, Web of Science, yielded a total of 124 articles; upon application of different filters, a total of 14 studies were included in the final dataset. The results of the present study provide new insights into consumer behavior for social sciences and businesses for the adoption of sustainable strategies to increase the influence of eWOM on the tourism industry.

Suggested Citation

  • Ana Reyes-Menendez & Marisol B. Correia & Nelson Matos & Charlene Adap, 2020. "Understanding Online Consumer Behavior and eWOM Strategies for Sustainable Business Management in the Tourism Industry," Sustainability, MDPI, vol. 12(21), pages 1-14, October.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:21:p:8972-:d:436561
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    References listed on IDEAS

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    Cited by:

    1. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    2. Hee-Min Lee & Jee-Won Kang & Young Namkung, 2021. "Instagram Users’ Information Acceptance Process for Food-Content," Sustainability, MDPI, vol. 13(5), pages 1-15, March.
    3. Maha Hassan Ahmed Salah & Ahmed Hassan Abdou & Thowayeb H. Hassan & Maha Abdul-Moniem Mohammed El-Amin & Adam Basheer Adam Kegour & Hanem Mostafa Mohamed Alboray & Amal Salah Darder Mohamed & Howayda , 2023. "Power of eWOM and Its Antecedents in Driving Customers’ Intention to Revisit: An Empirical Investigation on Five-Star Eco-Friendly Hotels in Saudi Arabia," Sustainability, MDPI, vol. 15(12), pages 1-21, June.
    4. Patrick Cheong-Iao Pang & Qixin Cai & Wenjing Jiang & Kin Sun Chan, 2021. "Engagement of Government Social Media on Facebook during the COVID-19 Pandemic in Macao," IJERPH, MDPI, vol. 18(7), pages 1-19, March.
    5. Hongjie Dong & Minli Zhou & Dewei Che & Huiying Zhang & Adams Bodomo, 2021. "Analysis of COVID-19 Name Varieties in Chinese Mass and Social Media," IJERPH, MDPI, vol. 18(18), pages 1-21, September.
    6. Sigitas Davidavičius & Tadas Limba, 2022. "Recognition of Digital Content Needs for Inbound Marketing Solutions," Social Sciences, MDPI, vol. 11(8), pages 1-11, August.
    7. Marina Sheresheva & Marina Efremova & Lilia Valitova & Anna Polukhina & Georgy Laptev, 2021. "Russian Tourism Enterprises’ Marketing Innovations to Meet the COVID-19 Challenges," Sustainability, MDPI, vol. 13(7), pages 1-17, March.

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