International Journal of Hospitality Management Hotel Attribute Performance, Ewom Motivations, and Media Choice

Abstract The objectives of this study are to match the motivations for posting about hotel experiences with the online media chosen and to identify the electronic word-of-mouth (eWOM) motivations that are affected by hotel attribute performance. The results show that altruism and platform assistance motivations were positively correlated with consumer opinion sites. Extraversion, social benefits, and dissonance reduction were positively correlated with social network sites. Economic incentives did not improve the likelihood of posting eWOM on consumer opinion sites but reduced the likelihood of posting on social network sites. Finally, hotel attribute performance had a significant effect only on extraversion and dissonance reduction motivations.

[1]  S. Jang,et al.  Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. , 2011 .

[2]  Cynthia M. Webster,et al.  Word-Of-Mouth Communications: a Motivational Analysis , 1998 .

[3]  Yung-Tsan Jou,et al.  Using integrated quality assessment for hotel service quality , 2011 .

[4]  J. Hair.  Multivariate data analysis , 1972 .

[5]  Miyoung Jeong,et al.  Evaluating stability of the performance‐satisfaction relationship across selected lodging market segments , 2010 .

[6]  David Njite,et al.  Anticipated emotion in consumers' intentions to select eco-friendly restaurants: Augmenting the theory of planned behavior , 2013 .

[7]  Cheol Park,et al.  Information direction, website reputation and eWOM effect: A moderating role of product type , 2009 .

[8]  L. J. Harrison‐Walker.  The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents , 2001 .

[9]  C. A. Matos,et al.  Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators , 2008 .

[10]  Matthew K. O. Lee,et al.  What drives consumers to spread electronic word of mouth in online consumer-opinion platforms , 2012, Decis. Support Syst..

[11]  Vijay Mahajan,et al.  The Economic Leverage of the Virtual Community , 2001, Int. J. Electron. Commer..

[12]  Shu-Chuan Chu,et al.  Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites , 2011 .

[13]  T. Daugherty,et al.  Exploring Consumer Motivations for Creating User-Generated Content , 2008 .

[14]  C Abraham,et al.  From psycho-social theory to sustainable classroom practice: developing a research-based teacher-delivered sex education programme. , 2000, Health education research.

[15]  Dwayne D. Gremler,et al.  Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? , 2004 .

[16]  A. S. Cantallops,et al.  International Journal of Hospitality Management New Consumer Behavior: a Review of Research on Ewom and Hotels , 2022 .

[17]  Kyung Hyan Yoo,et al.  What Motivates Consumers to Write Online Travel Reviews? , 2008, J. Inf. Technol. Tour..

[18]  Fred Bronner,et al.  Vacationers and eWOM: Who Posts, and Why, Where, and What? , 2011 .

[19]  Lisa C. Wan,et al.  Hospitality service failures: Who will be more dissatisfied? , 2007 .

[20]  I. Ajzen.  The theory of planned behavior , 1991 .

[21]  Mei‐Fang Chen,et al.  Developing an extended Theory of Planned Behavior model to predict consumers’ intention to visit green hotels , 2014 .

[22]  S. O. Olsen,et al.  Evaluation context's role in driving positive word‐of‐mouth intentions , 2012 .

[23]  Cathy H. C. Hsu,et al.  Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior , 2006 .

[24]  Peter C. Hill,et al.  Forgiveness and Justice: A Research Agenda for Social and Personality Psychology , 2003, Personality and social psychology review : an official journal of the Society for Personality and Social Psychology, Inc.

[25]  Seounmi Youn,et al.  Online Word-of-Mouth (or Mouse): An Exploration of Its Antecedents and Consequences , 2006, J. Comput. Mediat. Commun..

[26]  Alan Wilson,et al.  Hospitality and Travel , 2012 .

[27]  Beverley Sparks,et al.  Investing in Interactional Justice: A Study of the Fair Process Effect within a Hospitality Failure Context , 2000 .

[28]  S. Hofmann,et al.  Why Do People Use Facebook? , 2012, Personality and individual differences.

[29]  John M. Carroll,et al.  Five reasons for scenario-based design , 2000, Interact. Comput..

[30]  R. Westbrook.  Product/Consumption-Based Affective Responses and Postpurchase Processes , 1987 .

[31]  Haemoon Oh,et al.  Asymmetric relationship between attribute performance and customer satisfaction: A new perspective , 2010 .

[32]  B. Pan,et al.  A retrospective view of electronic word-of-mouth in hospitality and tourism management , 2017 .