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The effect of user-generated content on consumer responses in hotels and restaurants A social communication framework
Lawrence Hoc Nang Fong
Source PublicationRoutledge Handbook of Hospitality Marketing
Publication PlaceLondon
Other Abstract

Recent years have witnessed a phenomenal growth in the literature about the effect of user-generated content (UGC) on consumer responses in the hotel and restaurant sectors. Although a variety of problems have been addressed, the findings are rather fragmented. To date, a review paper that synthesizes these findings based on a theoretical framework has been lacking. Given this research gap, this chapter critically reviews recent studies related to UGC in hotels and restaurants and develops a modified social communication framework for the effect of UGC on consumer responses. The framework has five components: response, stimulus, communicator, receiver, and contextual factors. Their relationships and sub-components are identified and discussed to pave the way for future studies.

KeywordWord-of-mouth Online Product Reviews Source Credibility Tourism Hospitality Media Behavior Booking Ewom Perceptions
WOS IDWOS:000482672200046
WOS SubjectBusiness ; Hospitality, Leisure, Sport & Tourism
WOS Research AreaBusiness & Economics ; Social Sciences - Other Topics
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Document TypeBook chapter
Version1st Edition
CollectionFaculty of Business Administration
AffiliationUniv Macau, Fac Business Adm, Taipa, Macao, Peoples R China
First Author AffilicationUniversity of Macau
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GB/T 7714
Lawrence Hoc Nang Fong. The effect of user-generated content on consumer responses in hotels and restaurants A social communication framework[M]. 1st Edition. London:Routledge,2018:551-561.
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