Tourists' emotional changes and eWOM behavior on social media and integrated tourism websites

Zhou, Simin; Yan, Qiang; Yan, Mengling; Shen, Chuwen

doi:10.1002/jtr.2339

Cited by 57 publications

(39 citation statements)

References 60 publications

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“…Positive hospital brand image would result in positive decision outcome towards the hospital. Thus, this brand image formation implies the importance of marketing communication in the pre‐service consumption stage (Cham et al, 2020; Zhou et al, 2020). Advertisements with rich contents and persuasive power can effectively deliver informative messages to potential customers.…”

Section: Discussion and Implications Of Research Findingsmentioning

confidence: 99%

Marketing and social influences, hospital branding, and medical tourists' behavioural intention: Before‐ and after‐service consumption perspective

Cham

Lim

Σιγάλα

2021

Journal of Tourism Research

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The international growth of medical tourism requires hospital operators to adopt effective marketing practices to ensure survival and competitiveness. Although there is a burgeoning research on medical tourism, there is still limited knowledge about the roles of brand image and brand trust on medical tourists within the healthcare service context. This study investigates the influence of advertisements and social media communication on the hospital brand image and brand trust formation before consumption stage, and their impacts on medical tourists' perceptions and attitudes at the post-consumption stage in relation to service quality, satisfaction, and behavioural intention. Data was collected from 294 Chinese medical tourists and a structural equation modelling technique was used for testing the hypotheses. The findings revealed that advertisements and social media communication positively influence medical tourists' perception of hospital brand image, which influences their trust towards the hospital's brand. It was also found that medical tourists' perceived value and trust towards the medical staff mediates the relationship between their perceived service quality and satisfaction. Overall, the study contributes to the literature by providing evidence and understanding on hospital branding formation and its influence on the perceptions and attitudes of medical tourists before and after the consumption of the healthcare service.

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Section: Discussion and Implications Of Research Findingsmentioning

confidence: 99%

Marketing and social influences, hospital branding, and medical tourists' behavioural intention: Before‐ and after‐service consumption perspective

Cham

Lim

Σιγάλα

2021

Journal of Tourism Research

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“…This communication is defined as the evaluation, comments, recommendations, and opinions developed online by users and consumers [66,100]. In addition, young consumers rely more on eWOM communication than on face-to-face communication or official online information from the provider [101][102][103]. Therefore, the second hypothesis states that: Hypothesis 2 (H2).…”

Section: The Effect Of Ewom Communication On the Perceived Quality Of Information About Products And Servicementioning

confidence: 99%

Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model

2021

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This paper aims to analyze the external and internal drivers of young consumers’ intention to participate in the sharing economy in tourism. From previous findings, a causal model (PLS) is designed to generate an integrated, practical, and novel structural model that significantly predicts the intention to participate. The model, consisting of nine dimensions, includes consumers’ external and internal variables. Separately, these variables have all been considered relevant in the literature, though they have not been studied jointly before. The descriptive results show the excellent attitude and predisposition of young people toward the tourism sharing economy, which facilitates their participation. Through the model, the importance of all internal and external consumer variables in the formation of intention are proven; however, attitude and social norm are most notable among them. Trust is also a critical variable that serves as the link between internal and external variables. The study provides managers of sharing economy platforms with knowledge to encourage young consumers’ participation in a communication and market orientation context. The generational approach (Generation Z) used also allows the conclusions and implications to be transferred to other regions and sectors.

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Section: Electronic Word Of Mouth (Ewom) Toward Resortsmentioning

confidence: 99%

“…Tourism and Hospitality industry is a pioneer in using online platforms and eWOM and the importance of eWOM in this industry has been extensively overstated by both researchers and practitioners (Cantallops & Salvi, 2014;Zhou et al, 2020;Zsarnoczky, 2018). Tourism platforms that provides eWOM such as TripAdvisor facilitate sharing knowledge, experiments, emotions toward resorts and tourism destinations (Zhou et al, 2020). Previous researches have revealed that satisfied customers show positive emotions and spread positive detailed eWOM in online platforms about their experience at a particular hotel which show their gratitude and possibly lead to loyalty (Han et al, 2018) and vice versa (Verhagen et al, 2013).…”

Section: Electronic Word Of Mouth (Ewom) Toward Resortsmentioning

confidence: 99%

Influential factors of loyalty and disloyalty of travellers towards traditional-resorts

et al. 2021

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Influential factors of loyalty and disloyalty of travellers toward traditionalresortsWith emergence of digital travel platforms, traveler online reviews have become a source of rich information which has a significant role in their perception of the services that influences consumer's demand for resorts. This study aims to identify and rank influential factors of loyalty and disloyalty of travelers through customer online reviews in traditional resorts using Latent Sentiment Analysis (LSA). Our results indicate factors that creating loyalty and disloyalty toward traditional resorts are different and some of these factors are more significant and different from previous studies in the context of other types of hotels.This study signifies the importance of travellers' online reviews to the resorts managers and contributes to them to improve loyalty factors and alleviate disloyalty factors.

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Tourists' emotional changes and eWOM behavior on social media and integrated tourism websites

Cited by 57 publications

References 60 publications

Marketing and social influences, hospital branding, and medical tourists' behavioural intention: Before‐ and after‐service consumption perspective

Marketing and social influences, hospital branding, and medical tourists' behavioural intention: Before‐ and after‐service consumption perspective

Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model

Influential factors of loyalty and disloyalty of travellers towards traditional-resorts

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