Interactive eWOM, consumer engagement, loyalty, eWOM sharing, and purchase behaviour nexus: an integrated framework for tourism and hospitality industry

Abuhjeeleh, Mohammad; Shamaileh, Maher Odeh Falah Al; Alkilany, Saaherah Basil; Kanaan, Khaldoun

doi:10.1504/ijsoi.2023.132351

Cited by 4 publications

(1 citation statement)

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“…Consequently, this can lead to more repeat purchases, especially in the sports consumer sector. The authors of [17,20] investigated the effects of functional brand qualities such as quality and innovativeness on brand value, moderated by brand experience and emotion, respectively. The research team concluded that high-quality and innovative investments drive the brand experience and personality.…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Online Word of Mouth (e-WOM) on End-User Purchasing Intentions: A Study on e-WOM Channels’ Effects on the Saudi Hospitality Market

Beyari,

Garamoun

2024

Sustainability

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In this paper, we study the relationship between electronic word of mouth (e-WOM), brand perceptions, and consumer purchase intentions in the Saudi hospitality market via an extensive questionnaire design using a five-point Likert scale. A total of 410 respondents from the central, western, and eastern regions of Saudi Arabia were chosen using the convenience sampling technique. The structural equation modeling (SEM) analysis using SPSS AMOS 26 software showed that e-WOM via social media, online retail stores, brand-owned media, and influencers positively affects perceived brand quality, which leads to increased purchase intentions. The model showed an R-squared of 0.579, indicating that e-WOM explains about 57.9% of the variation in perceived brand quality. In particular, e-WOM through social media and influencers has been established as a strong factor in predicting perceptions of brand quality. This study reveals that learning the nuances and strategic management of e-WOM channels is key to improving brand perceptions and consumer purchase behavior in the Saudi hospitality market in the digital age.

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Section: Literature Reviewmentioning

confidence: 99%

The Impact of Online Word of Mouth (e-WOM) on End-User Purchasing Intentions: A Study on e-WOM Channels’ Effects on the Saudi Hospitality Market

Beyari,

Garamoun

2024

Sustainability

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Customer perceived ethicality and electronic word of mouth approach to customer loyalty: the mediating role of customer trust

Aldulaimi,

Soni,

Kampoowale

et al. 2024

IJOES

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Purpose Drawing from stakeholder (ST) and social exchange theory (SET), the purpose of this study is to examine the relationship between customer perceived ethicality (CPE), electronic word of mouth (eWOM), customer trust (CT) and customer loyalty (CL). Furthermore, this study aimed to understand the dual role of CPE and eWOM in obtaining CT and achieving CL. Design/methodology/approach Using a quantitative, cross-sectional research design, data were collected from face-to-face surveys, yielding 358 responses. The partial least square algorithm was used to test the proposed hypothesis. Findings The analysis revealed that CPE and eWOM positively affect CT and CL, and CT has a mediating effect on the association between CPE–CL and eWOM–CL. CT was also found to positively affect CL. Practical implications Hotel managers can prioritize ethical practices and leverage the power of eWOM to build trust and achieve loyalty. This integrated approach not only enhances customer satisfaction and retention but also creates a competitive advantage. Originality/value The novelty of this study lies in the investigation of the dual role played by CPE and eWOM as antecedents of CT and CL within the hotel industry. Finally, this study explains the drivers of CT and CL, thereby making a novel contribution to the literature.

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Electronic word‐of‐mouth and Indian solo female travellers’ hotel booking intention: Moderating role of perceived risk

Islam,

Pandey,

Kumar

2024

Int Social Sci J

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The female solo travel trend is getting very popular globally, but females often face challenges related to their safety and security during their travel. The current study aims to identify the association among electronic word‐of‐mouth (e‐WoM), brand reputation, brand engagement, attitude towards the brand and Indian solo female travellers’ hotel booking intention with the moderating role of perceived risk by incorporating the Stimulus‐Organism‐Response (S‐O‐R) theory. A survey was conducted with 218 Indian solo female travellers to meet the study's objectives. Findings revealed that e‐WoM positively impacts the hotel brand reputation, brand engagement, attitude of respondents towards the hotel brand and hotel booking intention. Moreover, brand reputation and brand engagement influence the hotel booking intention. However, no association is found between attitude towards hotel brands and hotel booking intention. Perceived risk moderates the association between e‐WoM and Indian solo female travellers’ hotel booking intention. In addition, theoretically, a research framework is developed by extending the S‐O‐R theory with perceived risk as a moderating factor. Moreover, this study contributes numerous practical implications for the stakeholders of the Indian hospitality industry.

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Interactive eWOM, consumer engagement, loyalty, eWOM sharing, and purchase behaviour nexus: an integrated framework for tourism and hospitality industry

Cited by 4 publications

References 0 publications

The Impact of Online Word of Mouth (e-WOM) on End-User Purchasing Intentions: A Study on e-WOM Channels’ Effects on the Saudi Hospitality Market

The Impact of Online Word of Mouth (e-WOM) on End-User Purchasing Intentions: A Study on e-WOM Channels’ Effects on the Saudi Hospitality Market

Customer perceived ethicality and electronic word of mouth approach to customer loyalty: the mediating role of customer trust

Electronic word‐of‐mouth and Indian solo female travellers’ hotel booking intention: Moderating role of perceived risk

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