Dynamics of Electronic Word-of-Mouth: Insights from Destination Management Organizations
Abstract
This study investigates destination management organizations' (DMOs) perceptions and engagement with electronic word-of-mouth (eWOM) in tourism, aiming to understand its impact on destination management and tourist decision-making. This study adopts a mixed-methods approach, combining qualitative interviews with 46 Slovak and Czech DMOs and quantitative content analysis of eWOM about destinations on popular eWOM platforms - destination websites, Google Maps, and Facebook. The integration of in-depth thematic insights and extensive eWOM data analysis offers a comprehensive understanding of DMO strategies and their effectiveness in eWOM management. While DMO representatives acknowledge the importance of eWOM and claim to actively monitor and respond to it, the content analysis of eWOM reveals a low engagement in terms of the number of reviews and narrative feedback, particularly on destination websites and Google Maps. DMOs appear more active on Facebook, where they engage visitors through contests and respond to reviews and comments, aligning with the interview findings regarding their efforts to manage and respond to eWOM. The discrepancy between the perceived importance of eWOM by DMOs and the actual engagement levels on platforms like Google Maps and destination websites suggests a potential area for improvement in encouraging more narrative feedback and reviews to better manage destination image and visitor experiences. This research contributes to the understanding of eWOM from the supply side by focusing on DMOs' strategies and responses to online tourist feedback, an area previously underexplored in eWOM research within the context of tourism management.
References
[1] Abubakar, A. Mohammed, Mustafa Ilkan, Raad Meshall Al-Tal, and Kayode Kolawole Eluwole (2017). eWOM, revisit intention, destination trust and gender. Journal of Hospitality and Tourism Management, 31: 220-27, DOI: https://doi.org/10.1016/j.jhtm.2016.12.005
[2] Albarq, Abbas N. (2014). Measuring the Impacts of Online Word-of-Mouth on Tourists’ Attitude and Intentions to Visit Jordan: An Empirical Study. International Business Research, 7(1): 14-22. DOI:https://doi.org/10.5539/ibr.v7n1p14
[3] Almeida-Santana, Arminda, and Sergio Moreno-Gil (2017). New trends in information search and their influence on destination loyalty: Digital destinations and relationship marketing. Journal of Destination Marketing and Management, 6(2): 150-161. DOI: http://dx.doi.org/10.1016/j.jdmm.2017.02.003
[4] Armutcu, Bariş, Ahmet Tan, Mary Amponsah, Subhadarsini Parida, and Haywantee Ramkissoon (2023). Tourist behavior: The role of digital marketing and social media. Acta Psychologica, 240: 1-15. DOI:https://doi.org/10.1016/j.actpsy.2023.104025
[5] Auliya, Zakky Fahma, and Imanda Firmantyas Purti Pertiwi (2019). The Influence of Electronic Word of Mouth (E-WOM) And Travel Motivation toward the Interest in Visiting Lombok, Gender as a Mediator. Inferensi, 13(2): 201-18. DOI: https://doi.org/10.18326/infsl3.v13i2.201-218
[6] Baggio, Rodolfo, and Miriam Scaglione (2018). Strategic Visitor Flows and destination management. Information Technology and Tourism, 18: 29-42. DOI: https://doi.org/10.1007/s40558-017-0096-1
[7] Bigné, Enrique, and Alain Decrop (2019). Paradoxes of Postmodern Tourists and Innovation in Tourism Marketing. In Fayos-Solà, Eduardo, and Chris Cooper (eds.), 2019. The Future of Tourism: Innovation and Sustainability. Springer. DOI: https://doi.org/10.1007/978-3-319-89941-1_7
[8] Božić, Sanja, and Tamara Jovanović (2017). Gender, Age, and Education Effects on Travel-Related Behavior: Reports on Facebook. In Decrop, Alain, and Arch G. Woodside (eds.). Consumer Behavior in Tourism and Hospitality Research. Emerald Group Publishing. DOI: 10.1108/S1871-317320170000013004
[9] Chang, Jung-Hua, and Shan-Huei Wang (2019). Different levels of destination expectation: The effects of online advertising and electronic word-of-mouth. Telematics and Informatics, 36: 27-38. DOI:https://doi.org/10.1016/j.tele.2018.11.004
[10] Confetto, Maria Giovanna, Francesca Conte, Maria Palazzo, and Alfonso Siano (2023). Digital destination branding: A framework to define and assess European DMOs practices. Journal of Destination Marketing and Management, 30: 1-15. DOI: https://doi.org/10.1016/j.jdmm.2023.100804
[11] DeJonckheere, Melissa, and Lisa M Vaughn (2019). Semistructured interviewing in primary care research: a balance of relationship and rigour. Family Medicine and Community Health, 7(2): 1-8, DOI:http://dx.doi.org/10.1136/fmch-2018-000057
[12] Dexeus, Carlos Romero (2019). The Deeping Effects of the Digital Revolution. In Fayos-Solà, Eduardo, and Chris Cooper (eds.), 2019. The Future of Tourism: Innovation and Sustainability. Springer. DOI:https://doi.org/10.1007/978-3-319-89941-1_3
[13] Doosti, Shabnam, Mohammad Reza Jalilvand, Ali Asadi, Javad Khazaei Pool, and Parisa Mehrani Adl (2016). Analyzing the influence of electronic word of mouth on visit intention: the mediating role of tourists’ attitude and city image. International Journal of Tourism Cities, 2(2). DOI:http://dx.doi.org/10.1108/IJTC-12-2015-0031
[14] Fakharyan, Meysam, Mohammad Reza Jalilvand, Mehdi Elyasi, and Mehdi Mohammadi (2012). The influence of online word of mouth communications on tourists’ attitudes toward Islamic destinations and travel intention: Evidence from Iran. African Journal of Business Management, 6(38): 10381-8. DOI:10.5897/AJBM12.628
[15] Farsari, Ioanna (2023). Exploring the nexus between sustainable tourism governance, resilience and complexity research. Tourism Recreation Research, 48(3): 353-67. DOI: 10.1080/02508281.2021.1922828
[16] Fyall, Alan, and Brian Garrod (2005). Tourism marketing. A collaborative approach. Channel View Publications.
[17] Gajdošík, Tomáš, and Zuzana Gajdošíková (2021). DMOs as Data Mining Organizations? Reflection over the Role of DMOs in Smart Tourism Destinations. In Silhavy, Radek (ed.), 2021. Informatics and Cybernetics in Intelligent Systems. Springer. DOI: https://doi.org/10.1007/978-3-030-77448-6_28
[18] Gao, Jialiang et al. (2023). Mining tourist preferences and decision support via tourism-oriented knowledge graph. Information Processing and Management, 61: 1-24. DOI: https://doi.org/10.1016/j.ipm.2023.103523
[19] García-Carrión, Beatriz, Francisco Muñoz-Leiva, Salvador Del Barrio-García, and Lucia Porcu (2024). The effect of online message congruence, destination-positioning, and emojis on user’s cognitive effort and affective evaluation. Journal of Destination Marketing and Management, 31: 1-13. DOI:https://doi.org/10.1016/j.jdmm.2023.100842
[20] Giglio, Simona, Francesca Bertacchini, Eleonora Bilotta, and Pietro Pantano (2019). Using social media to identify tourism attractiveness in six Italian cities. Tourism Management, 72: 306-12, DOI:https://doi.org/10.1016/j.tourman.2018.12.007
[21] Given, Lisa M. (2008). The SAGE Encyclopedia of Qualitative Research Methods. SAGE Publications.
[22] Gosal, Jaskaran, Erna Andajani, and Setianing Rahayu (2020). The effect of e-WOM on Travel Intention, Travel Decision, City Image, and Attitude to Visit a Tourism City. Paper presented at the 17th International Symposium on Management, February 19-21, in Vung Tau City, Vietnam. DOI: 10.2991/aebmr.k.200127.053
[23] Gu, Bin, and Ye Qiang (2014). First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction. Production and Operation Management, 23(4): 570-82, DOI:https://doi.org/10.1111/poms.12043
[24] Hays, Stephanie, Stephen John Page, and Dimitrios Buhalis (2012). Social media as a destination marketing tool: its use by national tourism organization. Current Issues in Tourism: 1-29. DOI:http://dx.doi.org/10.1080/13683500.2012.662215
[25] Hernández-Méndez, Janet, Francisco Muñoz-Leiva, and Juan Sánchez-Fernández (2013). The influence of e-word-of-mouth on travel decision-making: consumer profiles. Current Issues in Tourism, 18(11): 1001-21, DOI:http://dx.doi.org/10.1080/13683500.2013.802764
[26] Hillman, Wendy (2022). Interviews in Tourism Research. In Buhalis, Dimitrios (ed.), 2022. Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing.
[27] Hoang, Sinh Duc, Sandeep Kumar Dey, Vy Thi Tuong Nguyen, and Zuzana Tučková (2022). A Study on the Positive Impact of eWOM in Eco-Tourism Destinations of Vietnam. Paper presented at the ITCR 2022 - Proceedings of the 5th International Conference on Tourism Research, May 19-20, Porto, Portugal. DOI:https://doi.org/10.34190/ictr.15.1.134
[28] Ismail, An Nur Nabila, Nik Moohamad Shamim Nik Mohd Zainordin, and Yuhanis Abdul Aziz (2023). The Impact of Destination Personality and Electronic Word-of-Mouth on Tourists Destination Choice. International Journal of Economics and Management, 17(2): 197-209. DOI: http://doi.org/10.47836/ijeam.17.2.04
[29] Jalilvand, Mohammad Reza, and Neda Samiei (2012). The impact of electronic word of mouth on a tourism destination choice: Testing the theory of planned behavior (TPB). Internet Research, 22(5): 591-612. DOI:https://doi.org/10.1108/10662241211271563
[30] Jinyan, Yu, Zhang Yingnan, Zhang Yahui, and Jiang Yixuan (2023). Spatial and Temporal Changes and Influencing Factors of Tourism Resilience in China’s Provinces under the Impact of COVID-19. Journal of Resources and Ecology, 14(2): 217-229. DOI: https://doi.org/10.5814/j.issn.1674-764x.2023.02.001
[31] Kushcheva, Natalia (2022). Monitoring Online Reputation of Tourists Destinations in Finland. Paper presented at the 16th International Technology, Education, and Development Conference, March 7-9, in Valencia, Spain. DOI: https://doi.org/10.21125/inted.2022.2451
[32] Labanauskaité, Daiva, Mariantonietta Fiore, and Rimantas Stašys (2020). Use of E-marketing tools as communication management in the tourism industry. Tourism Management Perspectives 34: 1-8, DOI:https://doi.org/10.1016/j.tmp.2020.100652
[33] Liu, Hongfei, Chanaka Jayawardhena, Sally Dibb, and Chatura Ranaweera (2019). Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective. Tourism Management, 75: 381-92. DOI: https://doi.org/10.1016/j.tourman.2019.05.008
[34] Lončarić, Dina, Ivana Ribarić, and Vlatka Farkaš (2016). The Role of Electronic Word-of-Mouth in Tourism Market. Paper presented at the 23rd Biennial International Congress: Tourism and Hospitality Industry 2016 Trends and Challenges, April 28-29, in Opatija, Croatia.
[35] Mariani, Marcello M., Marco Di Felice, Matteo Mura (2016). Facebook as a destination marketing tool: Evidence from Italian regional Destination Management Organizations. Tourism Management, 54: 321-43, DOI:http://dx.doi.org/10.1016/j.tourman.2015.12.008
[36] Melián-González, Santiago, Jacques Bulchand-Gidumal, and Beatriz González López-Valcárcel (2013). Online Customer Reviews on Hotels: As Participation Increases, Better Evaluation Is Obtained. Cornell Hospitality Quarterly, 54(3): 1-10. DOI: https://doi.org/10.1177/1938965513481498
[37] Medeková, Kristína, and Kristína Pompurová (2023). Searching for electronic word of mouth about tourism destinations by residents of the Slovak Republic. Paper presented at the 11th International scientific conference proceedings: Current trends in spa, hotel and tourism: tourism in times of dynamic changes in the environment, October 12, in Jelenia Góra, Poland.
[38] Min, Hyounae, Yumi Lim, and Vincent P. Magnini (2015). Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The Impact of Empathy, Paraphrasing, and Speed. Cornell Hospitality Quarterly, 56(2): 223-31. DOI: http://dx.doi.org/10.1177/1938965514560014
[39] Molina, Arturo, Mar Gómez, Andrew Lyon, Evangelina Aranda, and Wilhelm Loibl (2020). That content to post? Evaluating the effectiveness of Facebook communications in destinations. Journal of Destination Marketing and Management, 18(1): 1-43. DOI: https://doi.org/10.1016/j.jdmm.2020.100498
[40] Monforte, Javier, and Joan Úbeda-Colomer (2021). Tinkering with the two-to-one interview: Reflections on the two interviewers in qualitative constructionist inquiry. Methods in Psychology, 5: 1-8. DOI:https://doi.org/10.1016/j.metip.2021.100082
[41] Munar, Ana María, and Jens Kr. Steen Jacobsen (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43: 46-54. DOI: http://dx.doi.org/10.1016/j.tourman.2014.01.012
[42] Mutaqin, Putra Deta, and Okki Trinanda (2019). The Influence of Electronic Word of Mouth Toward Destination Trust and Travel Intention on Sirandah Island in Padang City. EcoGen 2(2): 118-28. DOI:http://dx.doi.org/10.32877/eb.v1i3.60
[43] Nechoud, Lamia, Faouzi Ghidouche, and Hugues Seraphin (2021). The influence of eWOM credibility on visit intention: An integrative moderated mediation model. Journal of Tourism, Heritage and Services Marketing, 7(1): 54-63. DOI: http://dx.doi.org/10.5281/zenodo.4521314
[44] Niavis, Spyros, and Dimitrios Tsiotas (2019). Assessing the tourism performance of the Mediterranean coastal destinations: A combined efficiency and effectiveness approach. Journal of Destination Marketing and Management, 14: 1-14. DOI: https://doi.org/10.1016/j.jdmm.2019.100379
[45] Önder, Irem, Ulrich Gunter, and Stefan Gindl (2019). Utilizing Facebook Statistics in Tourism Demand Modeling and Destination Marketing. Journal of Travel Research, 59(2): 1-14. DOI:https://doi.org/10.1177/0047287519835969
[46] Phillips, Paul, Krystin Zigan, Maria Manuela Santos Silva, and Roland Schegg (2015). The interactive effects of online reviews on the determinants of Swiss hotel performance: A neural network analysis. Tourism Management, 50: 130-41. DOI: http://dx.doi.org/10.1016/j.tourman.2015.01.028
[47] Picken, Felicity (2018). The Interview in Tourism Research. In Hillman, Wendy, and Kylie Radel (eds.), 2018. Qualitative Methods in Tourism Research. Channel View. DOI: https://doi.org/10.21832/9781845416416-014
[48] Prayogo, Rangga Restu, and Arinta Kusumawardhani (2016). Examining Relationships of Destination Image, Service Quality, e-WOM, and Revisit Intention to Sabang Island, Indonesia. Asia-Pacific Management and Business Application, 5(2): 89-102. DOI: https://doi.org/10.21776/ub.apmba.2016.005.02.3
[49] Reinhold, Stephan, Pietro Beritelli, and Christian Laesser (2023). The 2022 consensus on advances in destination management. Journal of Destination Marketing and Management, 29: 1-8.DOI:https://doi.org/10.1016/j.jdmm.2023.100797
[50] Setiawan, Putu Y., Eka Afnan Troena, Armanu, and Noermijati (2014). The Effect of e-WOM on Destination Image, Satisfaction and Loyalty. International Journal of Business and Management Invention, 3(1): 22-9, https://repositori.unud.ac.id/protected/storage/upload/repositori/25118de419946eeb34240843f4dd6810.pdf
[51] Susilowati, Christin, and Dyah Sugandini (2018). Perceived Value, eWord-of-Mouth, Traditional Word-of-Mouth, and Perceived Quality to Destination Image of Vacation Tourists. Review of Integrative Business and Economics Research, 7(1): 312-21. Available at: http://buscompress.com/uploads/3/4/9/8/34980536/riber_7-s1_sp_s17-175_312-321.pdf
[52] Tapanainen, Tommi, Trung Kien Dao, and Thi Thanh Hai Nguyen (2021). Impacts of online word-of-mouth and personalities on intention to choose a destination. Computers in Human Behavior, 116: 1-14. DOI:https://doi.org/10.1016/j.chb.2020.106656
[53] van der Zee, Egbert, Dario Bertocchi, and Dominique Vanneste (2020). Distribution of tourists within urban heritage destinations: a hot spot/cold spot analysis of TripAdvisor data as support for destination management. Current Issues in Tourism, 30(1): 123-27. DOI:https://doi.org/10.1080/13683500.2018.1491955
[54] Vogt, Christine A., Kathleen L. Andereck, and Kim Pham (2020). Designing for quality of life and sustainability. Annals of Tourism Research, 83: 1-11. DOI: https://doi.org/10.1016/j.annals.2020.102963
[55] Wang, Saerom, Ksenia Kirillova, and Xinran Lehto (2017). Reconciling unsatisfying tourism experiences: Message type effectiveness and the role of counterfactual thinking. Tourism Management, 60: 233-43. DOI:https://psycnet.apa.org/doi/10.1016/j.tourman.2016.12.008
[56] Wiwekananda, I. Gusti Ngurah Ary, and Daniel Tumpal H. Aruan (2020). The Influence of Electronic Word-of-Mouth, Destination Image, Destination Familiarity and Attitude toward Destination on Travel Intention to Lombok. Paper presented at the 2nd International Conference of Business, Accounting and Economics, August 5-6, in Purwokerto, Indonesia. DOI: http://dx.doi.org/10.4108/eai.5-8-2020.2301094
[57] Xie, Karen L., Zili Zhang, and Ziqiong Zhang (2014). The business value of online consumer reviews and management response to hotel performance. International Journal of Hospitality Management, 43: 1-12. DOI:https://doi.org/10.1016/j.ijhm.2014.07.007
[58] Yan, Qiang, Simin Zhou, and Sipeng Wu (2018). The influences of tourists’ emotions on the selection of electronic word of mouth platforms. Tourism Management, 66: 348-63. DOI:https://doi.org/10.1016/j.tourman.2017.12.015
[59] Zainal, Nur Thara Atikah, Amran Harun, and Jaratin Lily (2017). Examining the mediating effect of attitude toward electronic word-of-mouth (eWOM) on the relation between the trust in eWOM source and intention to follow eWOM among Malaysian travelers. Asia Pacific Management Review, 22(1): 35-44. DOI:http://dx.doi.org/10.1016/j.apmrv.2016.10.004
[60] Zainal-Abidin, Husna, Caroline Scarles, and Christine Lundberg (2023). The antecedents of digital collaboration through an enhanced digital platform for destination management: A micro-DMO perspective. Tourism Management 96. DOI: https://doi.org/10.1016/j.tourman.2022.104691
[2] Albarq, Abbas N. (2014). Measuring the Impacts of Online Word-of-Mouth on Tourists’ Attitude and Intentions to Visit Jordan: An Empirical Study. International Business Research, 7(1): 14-22. DOI:https://doi.org/10.5539/ibr.v7n1p14
[3] Almeida-Santana, Arminda, and Sergio Moreno-Gil (2017). New trends in information search and their influence on destination loyalty: Digital destinations and relationship marketing. Journal of Destination Marketing and Management, 6(2): 150-161. DOI: http://dx.doi.org/10.1016/j.jdmm.2017.02.003
[4] Armutcu, Bariş, Ahmet Tan, Mary Amponsah, Subhadarsini Parida, and Haywantee Ramkissoon (2023). Tourist behavior: The role of digital marketing and social media. Acta Psychologica, 240: 1-15. DOI:https://doi.org/10.1016/j.actpsy.2023.104025
[5] Auliya, Zakky Fahma, and Imanda Firmantyas Purti Pertiwi (2019). The Influence of Electronic Word of Mouth (E-WOM) And Travel Motivation toward the Interest in Visiting Lombok, Gender as a Mediator. Inferensi, 13(2): 201-18. DOI: https://doi.org/10.18326/infsl3.v13i2.201-218
[6] Baggio, Rodolfo, and Miriam Scaglione (2018). Strategic Visitor Flows and destination management. Information Technology and Tourism, 18: 29-42. DOI: https://doi.org/10.1007/s40558-017-0096-1
[7] Bigné, Enrique, and Alain Decrop (2019). Paradoxes of Postmodern Tourists and Innovation in Tourism Marketing. In Fayos-Solà, Eduardo, and Chris Cooper (eds.), 2019. The Future of Tourism: Innovation and Sustainability. Springer. DOI: https://doi.org/10.1007/978-3-319-89941-1_7
[8] Božić, Sanja, and Tamara Jovanović (2017). Gender, Age, and Education Effects on Travel-Related Behavior: Reports on Facebook. In Decrop, Alain, and Arch G. Woodside (eds.). Consumer Behavior in Tourism and Hospitality Research. Emerald Group Publishing. DOI: 10.1108/S1871-317320170000013004
[9] Chang, Jung-Hua, and Shan-Huei Wang (2019). Different levels of destination expectation: The effects of online advertising and electronic word-of-mouth. Telematics and Informatics, 36: 27-38. DOI:https://doi.org/10.1016/j.tele.2018.11.004
[10] Confetto, Maria Giovanna, Francesca Conte, Maria Palazzo, and Alfonso Siano (2023). Digital destination branding: A framework to define and assess European DMOs practices. Journal of Destination Marketing and Management, 30: 1-15. DOI: https://doi.org/10.1016/j.jdmm.2023.100804
[11] DeJonckheere, Melissa, and Lisa M Vaughn (2019). Semistructured interviewing in primary care research: a balance of relationship and rigour. Family Medicine and Community Health, 7(2): 1-8, DOI:http://dx.doi.org/10.1136/fmch-2018-000057
[12] Dexeus, Carlos Romero (2019). The Deeping Effects of the Digital Revolution. In Fayos-Solà, Eduardo, and Chris Cooper (eds.), 2019. The Future of Tourism: Innovation and Sustainability. Springer. DOI:https://doi.org/10.1007/978-3-319-89941-1_3
[13] Doosti, Shabnam, Mohammad Reza Jalilvand, Ali Asadi, Javad Khazaei Pool, and Parisa Mehrani Adl (2016). Analyzing the influence of electronic word of mouth on visit intention: the mediating role of tourists’ attitude and city image. International Journal of Tourism Cities, 2(2). DOI:http://dx.doi.org/10.1108/IJTC-12-2015-0031
[14] Fakharyan, Meysam, Mohammad Reza Jalilvand, Mehdi Elyasi, and Mehdi Mohammadi (2012). The influence of online word of mouth communications on tourists’ attitudes toward Islamic destinations and travel intention: Evidence from Iran. African Journal of Business Management, 6(38): 10381-8. DOI:10.5897/AJBM12.628
[15] Farsari, Ioanna (2023). Exploring the nexus between sustainable tourism governance, resilience and complexity research. Tourism Recreation Research, 48(3): 353-67. DOI: 10.1080/02508281.2021.1922828
[16] Fyall, Alan, and Brian Garrod (2005). Tourism marketing. A collaborative approach. Channel View Publications.
[17] Gajdošík, Tomáš, and Zuzana Gajdošíková (2021). DMOs as Data Mining Organizations? Reflection over the Role of DMOs in Smart Tourism Destinations. In Silhavy, Radek (ed.), 2021. Informatics and Cybernetics in Intelligent Systems. Springer. DOI: https://doi.org/10.1007/978-3-030-77448-6_28
[18] Gao, Jialiang et al. (2023). Mining tourist preferences and decision support via tourism-oriented knowledge graph. Information Processing and Management, 61: 1-24. DOI: https://doi.org/10.1016/j.ipm.2023.103523
[19] García-Carrión, Beatriz, Francisco Muñoz-Leiva, Salvador Del Barrio-García, and Lucia Porcu (2024). The effect of online message congruence, destination-positioning, and emojis on user’s cognitive effort and affective evaluation. Journal of Destination Marketing and Management, 31: 1-13. DOI:https://doi.org/10.1016/j.jdmm.2023.100842
[20] Giglio, Simona, Francesca Bertacchini, Eleonora Bilotta, and Pietro Pantano (2019). Using social media to identify tourism attractiveness in six Italian cities. Tourism Management, 72: 306-12, DOI:https://doi.org/10.1016/j.tourman.2018.12.007
[21] Given, Lisa M. (2008). The SAGE Encyclopedia of Qualitative Research Methods. SAGE Publications.
[22] Gosal, Jaskaran, Erna Andajani, and Setianing Rahayu (2020). The effect of e-WOM on Travel Intention, Travel Decision, City Image, and Attitude to Visit a Tourism City. Paper presented at the 17th International Symposium on Management, February 19-21, in Vung Tau City, Vietnam. DOI: 10.2991/aebmr.k.200127.053
[23] Gu, Bin, and Ye Qiang (2014). First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction. Production and Operation Management, 23(4): 570-82, DOI:https://doi.org/10.1111/poms.12043
[24] Hays, Stephanie, Stephen John Page, and Dimitrios Buhalis (2012). Social media as a destination marketing tool: its use by national tourism organization. Current Issues in Tourism: 1-29. DOI:http://dx.doi.org/10.1080/13683500.2012.662215
[25] Hernández-Méndez, Janet, Francisco Muñoz-Leiva, and Juan Sánchez-Fernández (2013). The influence of e-word-of-mouth on travel decision-making: consumer profiles. Current Issues in Tourism, 18(11): 1001-21, DOI:http://dx.doi.org/10.1080/13683500.2013.802764
[26] Hillman, Wendy (2022). Interviews in Tourism Research. In Buhalis, Dimitrios (ed.), 2022. Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing.
[27] Hoang, Sinh Duc, Sandeep Kumar Dey, Vy Thi Tuong Nguyen, and Zuzana Tučková (2022). A Study on the Positive Impact of eWOM in Eco-Tourism Destinations of Vietnam. Paper presented at the ITCR 2022 - Proceedings of the 5th International Conference on Tourism Research, May 19-20, Porto, Portugal. DOI:https://doi.org/10.34190/ictr.15.1.134
[28] Ismail, An Nur Nabila, Nik Moohamad Shamim Nik Mohd Zainordin, and Yuhanis Abdul Aziz (2023). The Impact of Destination Personality and Electronic Word-of-Mouth on Tourists Destination Choice. International Journal of Economics and Management, 17(2): 197-209. DOI: http://doi.org/10.47836/ijeam.17.2.04
[29] Jalilvand, Mohammad Reza, and Neda Samiei (2012). The impact of electronic word of mouth on a tourism destination choice: Testing the theory of planned behavior (TPB). Internet Research, 22(5): 591-612. DOI:https://doi.org/10.1108/10662241211271563
[30] Jinyan, Yu, Zhang Yingnan, Zhang Yahui, and Jiang Yixuan (2023). Spatial and Temporal Changes and Influencing Factors of Tourism Resilience in China’s Provinces under the Impact of COVID-19. Journal of Resources and Ecology, 14(2): 217-229. DOI: https://doi.org/10.5814/j.issn.1674-764x.2023.02.001
[31] Kushcheva, Natalia (2022). Monitoring Online Reputation of Tourists Destinations in Finland. Paper presented at the 16th International Technology, Education, and Development Conference, March 7-9, in Valencia, Spain. DOI: https://doi.org/10.21125/inted.2022.2451
[32] Labanauskaité, Daiva, Mariantonietta Fiore, and Rimantas Stašys (2020). Use of E-marketing tools as communication management in the tourism industry. Tourism Management Perspectives 34: 1-8, DOI:https://doi.org/10.1016/j.tmp.2020.100652
[33] Liu, Hongfei, Chanaka Jayawardhena, Sally Dibb, and Chatura Ranaweera (2019). Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective. Tourism Management, 75: 381-92. DOI: https://doi.org/10.1016/j.tourman.2019.05.008
[34] Lončarić, Dina, Ivana Ribarić, and Vlatka Farkaš (2016). The Role of Electronic Word-of-Mouth in Tourism Market. Paper presented at the 23rd Biennial International Congress: Tourism and Hospitality Industry 2016 Trends and Challenges, April 28-29, in Opatija, Croatia.
[35] Mariani, Marcello M., Marco Di Felice, Matteo Mura (2016). Facebook as a destination marketing tool: Evidence from Italian regional Destination Management Organizations. Tourism Management, 54: 321-43, DOI:http://dx.doi.org/10.1016/j.tourman.2015.12.008
[36] Melián-González, Santiago, Jacques Bulchand-Gidumal, and Beatriz González López-Valcárcel (2013). Online Customer Reviews on Hotels: As Participation Increases, Better Evaluation Is Obtained. Cornell Hospitality Quarterly, 54(3): 1-10. DOI: https://doi.org/10.1177/1938965513481498
[37] Medeková, Kristína, and Kristína Pompurová (2023). Searching for electronic word of mouth about tourism destinations by residents of the Slovak Republic. Paper presented at the 11th International scientific conference proceedings: Current trends in spa, hotel and tourism: tourism in times of dynamic changes in the environment, October 12, in Jelenia Góra, Poland.
[38] Min, Hyounae, Yumi Lim, and Vincent P. Magnini (2015). Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The Impact of Empathy, Paraphrasing, and Speed. Cornell Hospitality Quarterly, 56(2): 223-31. DOI: http://dx.doi.org/10.1177/1938965514560014
[39] Molina, Arturo, Mar Gómez, Andrew Lyon, Evangelina Aranda, and Wilhelm Loibl (2020). That content to post? Evaluating the effectiveness of Facebook communications in destinations. Journal of Destination Marketing and Management, 18(1): 1-43. DOI: https://doi.org/10.1016/j.jdmm.2020.100498
[40] Monforte, Javier, and Joan Úbeda-Colomer (2021). Tinkering with the two-to-one interview: Reflections on the two interviewers in qualitative constructionist inquiry. Methods in Psychology, 5: 1-8. DOI:https://doi.org/10.1016/j.metip.2021.100082
[41] Munar, Ana María, and Jens Kr. Steen Jacobsen (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43: 46-54. DOI: http://dx.doi.org/10.1016/j.tourman.2014.01.012
[42] Mutaqin, Putra Deta, and Okki Trinanda (2019). The Influence of Electronic Word of Mouth Toward Destination Trust and Travel Intention on Sirandah Island in Padang City. EcoGen 2(2): 118-28. DOI:http://dx.doi.org/10.32877/eb.v1i3.60
[43] Nechoud, Lamia, Faouzi Ghidouche, and Hugues Seraphin (2021). The influence of eWOM credibility on visit intention: An integrative moderated mediation model. Journal of Tourism, Heritage and Services Marketing, 7(1): 54-63. DOI: http://dx.doi.org/10.5281/zenodo.4521314
[44] Niavis, Spyros, and Dimitrios Tsiotas (2019). Assessing the tourism performance of the Mediterranean coastal destinations: A combined efficiency and effectiveness approach. Journal of Destination Marketing and Management, 14: 1-14. DOI: https://doi.org/10.1016/j.jdmm.2019.100379
[45] Önder, Irem, Ulrich Gunter, and Stefan Gindl (2019). Utilizing Facebook Statistics in Tourism Demand Modeling and Destination Marketing. Journal of Travel Research, 59(2): 1-14. DOI:https://doi.org/10.1177/0047287519835969
[46] Phillips, Paul, Krystin Zigan, Maria Manuela Santos Silva, and Roland Schegg (2015). The interactive effects of online reviews on the determinants of Swiss hotel performance: A neural network analysis. Tourism Management, 50: 130-41. DOI: http://dx.doi.org/10.1016/j.tourman.2015.01.028
[47] Picken, Felicity (2018). The Interview in Tourism Research. In Hillman, Wendy, and Kylie Radel (eds.), 2018. Qualitative Methods in Tourism Research. Channel View. DOI: https://doi.org/10.21832/9781845416416-014
[48] Prayogo, Rangga Restu, and Arinta Kusumawardhani (2016). Examining Relationships of Destination Image, Service Quality, e-WOM, and Revisit Intention to Sabang Island, Indonesia. Asia-Pacific Management and Business Application, 5(2): 89-102. DOI: https://doi.org/10.21776/ub.apmba.2016.005.02.3
[49] Reinhold, Stephan, Pietro Beritelli, and Christian Laesser (2023). The 2022 consensus on advances in destination management. Journal of Destination Marketing and Management, 29: 1-8.DOI:https://doi.org/10.1016/j.jdmm.2023.100797
[50] Setiawan, Putu Y., Eka Afnan Troena, Armanu, and Noermijati (2014). The Effect of e-WOM on Destination Image, Satisfaction and Loyalty. International Journal of Business and Management Invention, 3(1): 22-9, https://repositori.unud.ac.id/protected/storage/upload/repositori/25118de419946eeb34240843f4dd6810.pdf
[51] Susilowati, Christin, and Dyah Sugandini (2018). Perceived Value, eWord-of-Mouth, Traditional Word-of-Mouth, and Perceived Quality to Destination Image of Vacation Tourists. Review of Integrative Business and Economics Research, 7(1): 312-21. Available at: http://buscompress.com/uploads/3/4/9/8/34980536/riber_7-s1_sp_s17-175_312-321.pdf
[52] Tapanainen, Tommi, Trung Kien Dao, and Thi Thanh Hai Nguyen (2021). Impacts of online word-of-mouth and personalities on intention to choose a destination. Computers in Human Behavior, 116: 1-14. DOI:https://doi.org/10.1016/j.chb.2020.106656
[53] van der Zee, Egbert, Dario Bertocchi, and Dominique Vanneste (2020). Distribution of tourists within urban heritage destinations: a hot spot/cold spot analysis of TripAdvisor data as support for destination management. Current Issues in Tourism, 30(1): 123-27. DOI:https://doi.org/10.1080/13683500.2018.1491955
[54] Vogt, Christine A., Kathleen L. Andereck, and Kim Pham (2020). Designing for quality of life and sustainability. Annals of Tourism Research, 83: 1-11. DOI: https://doi.org/10.1016/j.annals.2020.102963
[55] Wang, Saerom, Ksenia Kirillova, and Xinran Lehto (2017). Reconciling unsatisfying tourism experiences: Message type effectiveness and the role of counterfactual thinking. Tourism Management, 60: 233-43. DOI:https://psycnet.apa.org/doi/10.1016/j.tourman.2016.12.008
[56] Wiwekananda, I. Gusti Ngurah Ary, and Daniel Tumpal H. Aruan (2020). The Influence of Electronic Word-of-Mouth, Destination Image, Destination Familiarity and Attitude toward Destination on Travel Intention to Lombok. Paper presented at the 2nd International Conference of Business, Accounting and Economics, August 5-6, in Purwokerto, Indonesia. DOI: http://dx.doi.org/10.4108/eai.5-8-2020.2301094
[57] Xie, Karen L., Zili Zhang, and Ziqiong Zhang (2014). The business value of online consumer reviews and management response to hotel performance. International Journal of Hospitality Management, 43: 1-12. DOI:https://doi.org/10.1016/j.ijhm.2014.07.007
[58] Yan, Qiang, Simin Zhou, and Sipeng Wu (2018). The influences of tourists’ emotions on the selection of electronic word of mouth platforms. Tourism Management, 66: 348-63. DOI:https://doi.org/10.1016/j.tourman.2017.12.015
[59] Zainal, Nur Thara Atikah, Amran Harun, and Jaratin Lily (2017). Examining the mediating effect of attitude toward electronic word-of-mouth (eWOM) on the relation between the trust in eWOM source and intention to follow eWOM among Malaysian travelers. Asia Pacific Management Review, 22(1): 35-44. DOI:http://dx.doi.org/10.1016/j.apmrv.2016.10.004
[60] Zainal-Abidin, Husna, Caroline Scarles, and Christine Lundberg (2023). The antecedents of digital collaboration through an enhanced digital platform for destination management: A micro-DMO perspective. Tourism Management 96. DOI: https://doi.org/10.1016/j.tourman.2022.104691
Published
2024-06-28
How to Cite
MEDEKOVÁ, Kristína; POMPUROVÁ, Kristína.
Dynamics of Electronic Word-of-Mouth: Insights from Destination Management Organizations.
Theoretical and Practical Research in Economic Fields, [S.l.], v. 15, n. 2, p. 319-334, june 2024.
ISSN 2068-7710.
Available at: <https://journals.aserspublishing.eu/tpref/article/view/8469>. Date accessed: 22 nov. 2024.
doi: https://doi.org/10.14505/tpref.v15.2(30).13.
Section
Articles
Non-Exclusive License under Attribution 4.0 International Public License (CC BY 4.0):
This ‘Article’ is distributed under the terms of the license CC-BY 4.0., which lets others distribute, remix, adapt, and build upon this article, even commercially, as long as they credit this article for the original creation. ASERS Publishing will be acknowledged as the first publisher of the Article and a link to the appropriate bibliographic citation (authors, article title, volume issue, page numbers, DOI, and the link to the Published Article on ASERS Publishing’ Platform) must be maintained.