期刊
JOURNAL OF BUSINESS RESEARCH
卷 135, 期 -, 页码 758-773出版社
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2021.07.015
关键词
Electronic word of mouth; Bibliometric analysis; Service recovery; Social media; Systmetic review
类别
Through bibliometric analysis and systematic review, this study found significant growth in electronic word-of-mouth (eWOM) research in terms of publications, mainly from the United States and Europe. Researchers in this field tend to favor mixed research designs and focus on theory building. Prominent research topics include negative word of mouth, consumer behavior and trust, word of mouth in social networks, among others.
In this study, we use bibliometric analysis and systematic review to analyze electronic word-of-mouth (eWOM) research. Our findings show that the research has grown a lot in terms of publications. The publications have mostly come from United States and Europe. The contributors to the field have preferred mixed research designs with more focus on theory building. The geographical focus of the research has been on North America and Europe, which is consistent with the contribution patterns. The prominent topics in the field include negative word of mouth, consumer behavior and trust, word of mouth in social networks, online reviews and ratings, brand loyalty, social media, service failure and service recovery, corporate social responsibility, user-generated content and viral marketing, service quality, and services marketing. There are four primary topics in the field's current research: determinants of eWOM, eWOM in the hospitality industry, cognitive aspects of eWOM, and service failure and recovery. The future directions and implications of research are discussed.
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