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Interest in the Electronic Word-of-Mouth (eWOM) in connection with tourism is constantly growing not only among consumers but also among theoreticians. Therefore, the objective of this chapter is to provide an overview of studies that focus on eWOM in the tourism sector using the snowball method. The article is based on a review of the literature of 60 studies that focus not only on consumer behavior in tourism and the impact of eWOM on tourism supply but also on the impact of hotel managers' responses to other consumer behavior and tourism companies. The results of the studies show that eWOM has a significant impact not only on consumer behavior but also on tourism supply. Manager responses can also strongly affect other consumer behavior in decision-making. When eWOM is distributed, consumers are influenced by their emotions, motives, and also by the websites to which they have decided to contribute. The chapter proposes further research areas for different authors.

This study examined the relationship between perceived personalization and positive electronic word of mouth, as well as the mediating impact of online advertising engagement and the moderating effect of online users' modes on that relationship. The theory of presence serves as the foundation for the relationships among variables.

A quasi-experimental research design was used to carry out the investigation. The analysis was performed on 865 valid responses from the treatment and control groups.

Results showed no mediation for the control group and partial mediation for the treatment group. The treatment group's moderated mediation relationships were found as significant, but the control group's relationships were insignificant. The findings also supported the hypothesis that there is a significant association between perceived personalization and online advertising engagement for playful online users and a weak relationship for serious online users. On the mediation link of online advertising engagement between perceived personalization and positive electronic word of mouth, the conditional indirect influence of “online users' modes” has been specifically studied.

This study is the first to examine online advertising through the lens of the theory of presence and offers a moderated-mediation model of Online Users' Modes and Online Advertising Engagement, which is a valuable addition to the marketing body of knowledge.

The purpose of this paper is to develop a structural framework for factors influencing the creation of negative electronic word of mouth (WOM) at online forums, review portals, social networking sites or any other internet-based platform. Consumers frequently talk about consumption through WOM. With the unprecedented progress in digitalization of world, consumers usually tell stories about a product or service experience online. The study aims to identify the antecedents for negative electronic WOM (EWOM) and develop a structural model with different levels of factors.

Literature review and group judgment techniques are used to identify the factors responsible for negative WOM. The study uses interpretive structural modeling approach to develop a structural model representing interrelationships among factors. The model also represents the factors at different levels along with most and least dominant factors responsible for EWOM.

Seven factors responsible for negative electronic WOM are identified which are spread over three levels. First level of factors includes anxiety reduction, advice seeking, exertion of power (over companies) and social benefits (received), whereas the second level of factors includes altruism (negative WOM) and economic rewards. The most dominant factor identified is vengeance, which is at level three.

The study identified three levels of factors responsible for negative EWOM. Companies can strategies their resources to ensure that no consumer reaches beyond level one. Beyond level one, the involved factors may jeopardize the brand value and brand image of the company.

The study contributes to the literature by providing a structural model for negative EWOM. This model identifies the most and least dominant factors and guides managers to take necessary action to prevent negative EWOM.

This study aims to examine food tourists’ engagement in positive and negative electronic word-of-mouth (eWOM) by considering the following questions: Do satisfied customers engage in advocacy, and do dissatisfied customers make the same effort to spread their negative experiences? Which restaurant experience attributes influence eWOM behavior? What demographic and psychographic characteristics contribute to advocacy?

Using data from an online survey of 456 consumers with restaurant experience in the tourism context, this study applied simultaneous Tobit estimation to examine the research hypotheses.

Engagement in negative eWOM because of poor experiences was stronger than engagement in positive eWOM because of positive experiences. Food taste was a critical attribute for both positive and negative eWOM. Authenticity was influential for positive eWOM only, and value was influential for negative eWOM only. Atmosphere, service and location were found to be insignificant, indicating that they are ‘indifferent’ factors for eWOM in the food tourism context. Female customers were more active in negative advocacy, while Generation Y customers were more active in positive advocacy. Food involvement was significantly related to both positive and negative eWOM.

The results of this study provide useful marketing and service insights for restaurant managers in the digitally connected world, enabling them to formulate services based on factors critical for restaurant eWOM in the tourism context.

To fill a gap in the current literature in the era of digital marketing, this study takes a comprehensive yet industry-specific perspective on eWOM engagement by examining demographic factors and the food involvement of consumers as well as restaurant experience attributes. By investigating both positive and negative eWOM, this study presents meaningful practical and theoretical implications.

Recent research on word-of-mouth (WOM) has presented consistent evidence on the importance of secondary WOM (sWOM) on online user-generated content (UGC) and on diffusion of positive and negative commercial information. The purpose of this paper is to investigate what motivates consumers to spread, via electronic WOM communication, negative information about commercial entities adversity using malicious verbal narratives. Based on concepts related to the joy of pain (schadenfreude) and gloating behavior the authors propose a set of hypotheses designed to test two key moderators (perceived deservingness and entity’s status) as well as the process of spiteful dissemination like content assimilation, dissemination time and duration.

The research consists on a series of four studies using different research methods (surveys and experiments) and a mix of quantitative and qualitative analyses.

Results show that actively communicating about others’ adversity (i.e. gloating behavior) provides an outlet to the passive observation of others’ adversity (i.e. schadenfreude feelings). Results indicate that schadenfreude and gloating are linked to the perceived deservingness of a commercial entity and entity status (the tall poppy syndrome). Results also show that malicious feelings and gloating behavior cause consumers to disseminate information more widely, more rapidly, for a longer period and frequently distort its content.

The findings contribute to literature on WOM by introducing an approach that highlights the potential negative effects of WOM on the dissemination of commercial information that might harm the relevant commercial entity’s reputation and goodwill.

This study illuminates the prevalence of negative rhetoric in WOM and supports the theory schadenfreude motives as a trigger for gloating behavior in the form of disseminating negative, malicious and intense WOM regarding commercial setbacks. This research is the first to examine and demonstrates that when it comes to WOM communication, schadenfreude feelings and gloating behavior might play a central role in the dissemination of negative information and the two constructs’ role in understanding infostorms, the sudden flow of large quantities of negative WOM using strong gleeful exultation. This study is the first to examine these phenomena in the business setting.

Vloggers (video bloggers) have emerged as a new phenomenon in social media marketing, especially in the hotel industry, where user-generated reviews can strongly influence purchase decisions. Therefore, this paper aims to build an electronic word-of-mouth (eWOM) adoption model (EAM) that incorporates source evaluation attributes (information quality, major influence and source credibility), trust in eWOM and eWOM intention (EWOMI) and booking intention and investigate the moderation of negative reviews from vloggers on relationships in the EAM.

This paper conducted two studies (n_s1 = 446, n_s2 = 374). The data were collected through an online and face-to-face survey with an experimental design. This paper conducted covariance-based structural equation model to examine main effects and applied a multiple-group analysis to test the moderating effect of vlogger reviews.

Three attributes of source evaluation are important predictors of trust in eWOM, which positively impact eWOM and booking intention. EWOMI also positively affects booking intention. Moreover, the negative review of vloggers can lower the effects of information quality on trust and of trust on EWOMI in Study 1 and on hotel booking intention in Study 2.

This study builds the EAM model for the hospitality context and provides novel insights into the moderating effects of vloggers’ negative reviews on the relationships in the EAM.

Vlogger（视频博主）已成为社交媒体营销中的一种新现象, 尤其是在酒店行业, 用户生成的评论可以强烈影响购买决策。 因此, 本文旨在建立一个电子口碑 (eWOM) 采用意向模型（EAM）, 该模型包含来源评估属性（信息质量、主要影响力和来源可信度）、对电子口碑的信任、eWOM intention (EWOMI) 和预订意愿, 以及 (2) 调查视频博主对 EAM 中关系的负面评论的调节。

当前的研究进行了两项研究（n_s1 = 446, n_s2 = 374）。 数据是通过带有实验设计的在线和面对面调查收集的。 本文使用 CB-SEM 来检查主要效果, 并应用多组分析来测试 vlogger 评论的调节效果。

来源评估的三个属性是网络口碑信任度的重要预测指标, 对网络口碑和预订意愿产生积极影响。 EWOMI 也对预订意愿产生积极影响。 此外, vlogger 的负面评论可以降低信息质量对信任的影响, 以及信任对研究 1 中的 EWOMI 和研究 2 中的酒店预订意愿的影响。

这项研究为酒店环境建立了 EAM 模型, 并提供了关于视频博主负面评论对 EAM 中关系的调节作用的新颖见解。

Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can express their emotions verbally and non‐verbally in numerous web‐based review platforms. The purpose of this study is to investigate online dysfunctional customer behavior, in particular negative “word‐of‐web” (WOW) in online feedback forums, among customers who participate in frequent‐flier programs in the airline industry.

The study employs a variation of the critical incident technique (CIT) referred to as the critical internet feedback technique (CIFT). Qualitative data of customer reviews of 13 different frequent‐flier programs posted on the internet were collected and analyzed with regard to frustration incidents, verbal and non‐verbal emotional effects and types of dysfunctional word‐of‐web customer behavior. The sample includes 141 negative customer reviews based on non‐recommendations and low program ratings.

Problems with loyalty programs evoke negative emotions that are expressed in a spectrum of verbal and non‐verbal negative electronic word‐of‐mouth. Online dysfunctional behavior can vary widely from low ratings and non‐recommendations to voicing switching intentions to even stronger forms such as manipulation of others and revenge intentions.

Results have to be viewed carefully due to methodological challenges with regard to the measurement of emotions, in particular the accuracy of self‐report techniques and the quality of online data. Generalization of the results is limited because the study utilizes data from only one industry. Further research is needed with regard to the exact differentiation of frustration from related constructs. In addition, large‐scale quantitative studies are necessary to specify and test the relationships between frustration incidents and subsequent dysfunctional customer behavior expressed in negative word‐of‐web.

The study yields important implications for the monitoring of the perceived quality of loyalty programs. Management can obtain valuable information about program‐related and/or relationship‐related frustration incidents that lead to online dysfunctional customer behavior. A proactive response strategy should be developed to deal with severe cases, such as sabotage plans.

This study contributes to knowledge regarding the limited research of online dysfunctional customer behavior as well as frustration incidents of loyalty programs. Also, the article presents a theoretical “customer frustration‐defection” framework that describes different levels of online dysfunctional behavior in relation to the level of frustration sensation that customers have experienced. The framework extends the existing perspective of the “customer satisfaction‐loyalty” framework developed by Heskett et al.

Considering the transition of communicational channels from physical to digital spaces, this study aims to provide a theoretical foundation for understanding engagement in electronic word of mouth (eWoM) among managers and customers in the hospitality and tourism industry.

This study uses the four aggregate dimensions, namely, performance expectancy, efforts expectancy, social influence and facilitations condition. Further, this paper uses the 14 second-order themes of the Unified Theory of Acceptance and Use of Technology with a data set that represents elements that can trigger eWoM, both from managers’ and customers’ perspectives. The process of data structuration follows thematic analysis and axial coding techniques.

The results of this study show that performance expectancy, facilitation conditions, social influence and effort expectancy all trigger positive eWoM generation in the hospitality and tourism industry indicating customers’ and managers’ perspectives.

This novel study provides a theoretical foundation and novel propositions for future research work on the role of novel antecedents that can trigger eWoM in the hospitality and tourism industry. This paper also provides a benchmark for practitioners and policymakers in their strategic decisions-making towards improving business performance through positive eWoM.

The purpose of this paper is to examine the influence of various sources of negative electronic word-of-mouth (eWOM) and negative personal word-of-mouth (pWOM) on trust in the Word-of-mouth (WOM), attitude toward the service provider and purchase intention.

Data were gathered from 336 Moroccan workers who responded to an online survey.

Results show that negative pWOM is more influential than negative eWOM in the form of written Facebook testimonials, written review site testimonials and written testimonials on a corporate website. However, there is a relative ranking of importance among eWOM sources, with review site testimonials found to be more influential than either Facebook or corporate website testimonials.

This work responds to a call for research on differences and similarities between pWOM and eWOM. The findings extend understanding of the relative influence of negative pWOM and negative eWOM.

The results of this study provide guidance to service marketers in terms of strategies for deflecting negative WOM and allocating service recovery resources.

This study is the first to compare the relative influence of negative pWOM and eWOM in service consumption.

This study aims to examine whether and how the effect of intimate relationships with micro-influencers on customer behaviour is interrupted by external cues such as sponsorship disclosures and negative electronic word-of-mouth (eWOM).

The study worked with Instagram micro-influences to conduct a vignette survey with four experimental scenarios.

The benefits of parasocial relationships (PSR) in enhancing customer engagement (CE), brand preference (BP) and purchase intention (PI) cannot be sustained in the presence of external interruptive cues. For micro-influencers, whilst sponsorship disclosures do not moderate the influence of PSR, customers are considerably sensitive to negative eWOM or when the two cues co-occur.

This study focusses on micro-influencers and investigates whether the follower–micro-influencer bond can be moderated by external cues including sponsorship disclosure and negative eWOM.