Acknowledging the significant advancement of social media, the role and impact of social media has been widely discussed in tourism research. As a result, it has become increasingly difficult to obtain an overview of the knowledge produced in relation to the topic. Review studies provide such overviews to guide future research efforts. This study reviews and analyses 152 tourism-related social media publications since 2008. Based on a qualitative systematic analysis of publications that address the topic from a consumer perspective, the paper identifies publication trends and highlights patterns in the topics, aims, and research designs of existing publications. Specifically, it captures a broader array of consumer-centric topics than previous reviews and highlights methodological gaps. Moreover, the research argues that there is still ample room for more research on social media in tourism, particularly as the existing literature neglects social media beyond review platforms while demonstrating that user-generated content greatly influences tourist behaviours and experiences.
If the inline PDF is not rendering correctly, you can download the PDF file here.
Berezina K. Bilgihan A. Cobanoglu C. & Okumus F. (2016). Understanding satisfied and dissatisfied hotel customers: text mining of online hotel reviews. Journal of Hospitality Marketing & Management 25(1) 1–24. DOI: 10.1080/19368623.2015.983631.
Bilgihan A. Barreda A. Okumus F. & Nusair K. (2016). Consumer perception of knowledge-sharing in travel-related online social networks. Tourism Management 52 287–296. DOI: 10.1016/j.tourman.2015.07.002.
Chen F. W. Guevara Plaza A. & Alarcón Urbistondo P. (2017). Automatically extracting tourism-related opinion from Chinese social media. Current Issues in Tourism 20(10) 1070–1087. DOI: 10.1080/13683500.2015.1132196.
Chen Y. & Law R. (2016). A Review of Research on Electronic Word-of-Mouth in Hospitality and Tourism Management. International Journal of Hospitality & Tourism Administration 17(4) 347–372. DOI: 10.1080/15256480.2016.1226150.
Chou C. Y. (2017). Reviewer as a Blogger: Complimentary or Exclusive between the Performance of Blogs and User-generated Travel Portal Sites.
Chung J. Y. & Buhalis D. (2008). Information needs in online social networks. Information Technology & Tourism 10(4) 267–281. DOI: 10.3727/109830508788403123.
Chung N. Han H. & Koo C. (2015). Adoption of travel information in user-generated content on social media: the moderating effect of social presence. Behaviour & Information Technology 34(9) 902–919. DOI: 10.1080/0144929X.2015.1039060.
Cooper H. & Hedges L. (2009). Synthesis as a Scientific Process. In H. Cooper L. Hedges & C. Valentine (Eds.) The Handbook of Research Synthesis and Meta-Analysis (p. 3–16). New York USA: Russell Sage Foundation.
Del Chiappa G. (2011). Trustworthiness of Travel 2.0 applications and their influence on tourist behaviour: an empirical investigation in Italy. Paper presented at the ENTER.
Díaz-Meneses G. (2017). A multiphase trip diversified digital and varied background approach to analysing and segmenting holidaymakers and their use of social media. Journal of Destination Marketing & Management 11 166–182. DOI: 10.1016/j.jdmm.2017.07.005.
Dickinger A. Lalicic L. & Mazanec J. (2017). Exploring the generalizability of discriminant word items and latent topics in online tourist reviews. International Journal of Contemporary Hospitality Management 29(2) 803–816. DOI: 10.1108/IJCHM-10-2015-0597.
Eftekhari M. H. Barzegar Z. & Isaai M. (2010). Web 1.0 to web 3.0 evolution: reviewing the impacts on tourism development and opportunities. Paper presented at the International Workshop on Human-Computer Interaction Tourism and Cultural Heritage.
Ferguson M. Piché J. & Walby K. (2015). Bridging or fostering social distance? An analysis of penal spectator comments on Canadian penal history museums. Crime media culture 11(3) 357–374. DOI: 10.1177/1741659015596111.
Filieri R. & McLeay F. (2014). E-WOM and accommodation: An analysis of the factors that influence travelers’ adoption of information from online reviews. Journal of Travel Research 53(1) 44–57. DOI: 10.1177/0047287513481274.
Finfgeld D. L. (2003). Metasynthesis: The state of the art so far. Qualitative Health Research 13(7) 893–904. DOI: 10.1177/1049732303253462.
Gretzel U. (2016). The visual turn in social media marketing. Tourismos forthcoming.
Gretzel U. Kang M. & Lee W. (2008). Differences in consumer-generated media adoption and use: A cross-national perspective. Journal of Hospitality & Leisure Marketing 17(1-2) 99–120. DOI: 10.1080/10507050801978240.
Guy I. Mejer A. Nus A. & Raiber F. (2017). Extracting and ranking travel tips from user-generated reviews. Paper presented at the Proceedings of the 26th international conference on world wide web.
Hoffman J. (2015). Biostatistics for Medical and Biomedical Practitioners. London UK: Academic Press.
Huang Y. Basu C. & Hsu M. K. (2010). Exploring motivations of travel knowledge sharing on social network sites: an empirical investigation of US college students. Journal of Hospitality Marketing & Management 19(7) 717–734. DOI: 10.1080/19368623.2010.508002.
Hwang J. & Park S. (2015). Social media on smartphones for restaurant decision-making process. Information and Communication Technologies in Tourism 2015 (pp. 269-281). Berlin Heidelberg: Springer-Verlag.
Jeacle I. & Carter C. (2011). In TripAdvisor we trust: Rankings calculative regimes and abstract systems. Accounting Organizations and Society 36(4) 293–309. DOI: 10.1016/j.aos.2011.04.002.
Kaplan A. M. & Haenlein M. (2010). Users of the world unite! The challenges and opportunities of Social Media. Business horizons 53(1) 59–68. DOI: 10.1016/j.bushor.2009.09.003.
Kavoura A. & Stavrianea A. (2015). Following and belonging to an online travel community in social media its shared characteristics and gender differences. Procedia-Social and Behavioral Sciences 175 515–521. DOI: 10.1016/j.sbspro.2015.01.1231.
Kennedy-Eden H. & Gretzel U. (2012). Meta-Analyses of Tourism Research. In L. Dwyer A. Gill & N. Seetaram (Eds.) Handbook of Research Methods in Tourism (pp. 459–471) Cheltenham UK and Northampton MA USA: Edward Elgar.
Kim J. Chung H. Lee M. Chang Y. Jung J. & Shin P. (2016). Design of user-centric semantic rights model for validation of user-generated content. Cluster Computing 19(3) 1261–1273. DOI: 10.1007/s10586-016-0578-5.
Kim S. E. Lee K. Y. Shin S. I. & Yang S. B. (2017). Effects of tourism information quality in social media on destination image formation: The case of Sina Weibo. Information & management 54(6) 687–702. DOI: 10.1016/j.im.2017.02.009.
Law R. Buhalis D. & Cobanoglu C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management 26(5) 727–750. DOI: 10.1108/IJCHM-08-2013-0367.
Leung D. Law R. Van Hoof H. & Buhalis D. (2013). Social media in tourism and hospitality: A literature review. Journal of Travel & Tourism Marketing 30(1-2) 3–22. DOI: 10.1080/10548408.2013.750919.
Lu W. & Stepchenkova S. (2014). User-Generated Content as a Research Mode in Tourism and Hospitality Applications: Topics Methods and Software. Journal of Hospitality Marketing & Management 24(2) 119–154. DOI: 10.1080/19368623.2014.907758.
Lu Y. Chen Z. & Law R. (2018). Mapping the progress of social media research in hospitality and tourism management from 2004 to 2014. Journal of Travel & Tourism Marketing 35(2) 102–118. DOI: 10.1080/10548408.2017.1350249.
Magnini V. P. Kara D. Crotts J. C. & Zehrer A. (2012). Culture and service-related positive disconfirmations: An application of travel blog analysis. Journal of Vacation Marketing 18(3) 251–257. DOI: 10.1177/1356766712449371.
Mendes-Filho L. & Tan F. (2008). An overview on User-Generated Content and the Empowerment of Online Travellers. Revista da FARN Natal 7(2) 17–30.
Mendes-Filho L. Tan F. B. & Mills A. (2012). User-generated content and travel planning: An application of the theory of planned behavior. Revista Brasileira de Pesquisa em Turismo 6(3) 280–289. DOI: 10.7784/rbtur.v6i3.543.
Mendes-Filho L. Tan F. B. & Milne S. (2010). Backpacker use of user-generated content: a consumer empowerment study. Information and communication technologies in tourism 2010 455-466.
Minazzi R. (2015). Social Media Impacts on Travelers. Social Media Marketing in Tourism and Hospitality (pp. 47–76). Berlin Heidelberg: Springer-Verlag.
Mkono M. (2018). ‘Troll alert!’: Provocation and harassment in tourism and hospitality social media. Current Issues in Tourism 21(7) 791–804. DOI: 10.1080/13683500.2015.1106447.
Narangajavana Kaosiri Y. Callarisa Fiol L. J. Moliner Tena M. Á. Rodríguez Artola R. M. & Sánchez García J. (2017). User-Generated Content Sources in Social Media: A New Approach to Explore Tourist Satisfaction. Journal of Travel Research 1–13. DOI: 10.1177/0047287517746014.
Navio-Marco J. Ruiz-Gomez M. L. & Sevilla-Sevilla C. (2018). Progress in information technology and tourism management: 30 years on and 20 years after the internet - Revisiting Buhalis & Law’s landmark study about eTourism. Tourism Management 69 460–470. DOI: 10.1016/j.tourman.2018.06.002.
Osei B. A. & Abenyin A. N. (2016). Applying the Engell–Kollat–Blackwell model in understanding international tourists’ use of social media for travel decision to Ghana. Information Technology & Tourism 16(3) 265–284. DOI: 10.1007/s40558-016-0055-2.
Scott M. M. & Frew A. J. (2014). Adoption of Information and Communications Technology (ICT) by In-Trip Leisure Tourists Tourists’ Behaviors and Evaluations (pp. 75–84): Emerald Group Publishing Limited.
Sigala M. (2010). Measuring customer value in online collaborative trip planning processes. Marketing Intelligence & Planning 28(4) 418–443. DOI: 10.1108/02634501011053559.
Sotiriadis M. D. (2017). Sharing tourism experiences in social media: A literature review and a set of suggested business strategies. International Journal of Contemporary Hospitality Management 29(1) 179–225. DOI: 10.1108/IJCHM-05-2016-0300.
Syed-Ahmad S. Hashim N. Zubairi Y. & Murphy J. (2008). An Exploratory Study of Digital Word of Mouth in Travel by Malaysian Women. Paper presented at the Proceedings of the 6th Asia Pacific CHRIE (APacCHRIE) 2008 Conference and THE-ICE Panel of Experts Forum.
Tribe J. (1997). The indiscipline of tourism. Annals of Tourism Research 24(3) 638–657. DOI: 10.1016/S0160-7383(97)00020-0.
Ukpabi D. C. & Karjaluoto H. (2017). Consumers’ acceptance of information and communications technology in tourism: A review. Telematics and Informatics 34(5) 618–644. DOI: 10.1016/j.tele.2016.12.002.
Ukpabi D. C. & Karjaluoto H. (2018). What drives travelers’ adoption of user-generated content? A literature review. Tourism Management Perspectives 28 251–273. DOI: 10.1016/j.tmp.2018.03.006.
Vásquez C. (2012). Narrativity and involvement in online consumer reviews: The case of TripAdvisor. Narrative Inquiry 22(1) 105–121. DOI: 10.1075/ni.22.1.07vas.
Wilson A. Murphy H. & Fierro J. C. (2012). Hospitality and travel: The nature and implications of user-generated content. Cornell Hospitality Quarterly 53(3) 220–228. DOI: 10.1177/1938965512449317.
Xiang Z. & Gretzel U. (2010). Role of social media in online travel information search. Tourism Management 31(2) 179–188. DOI: 10.1016/j.tourman.2009.02.016
Xiang Z. Magnini V. P. & Fesenmaier D. R. (2015). Information technology and consumer behavior in travel and tourism: Insights from travel planning using the internet. Journal of Retailing and Consumer Services 22 244–249. DOI: 10.1016/j.jretconser.2014.08.005.
Yoo K. H. & Gretzel U. (2010). Antecedents and impacts of trust in travel-related consumer-generated media. Information Technology & Tourism 12(2) 139–152. DOI: 10.3727/109830510X12887971002701.
Yoo K. H. & Gretzel U. (2016). Use and creation of social media by travellers. In M. Sigala E. Christou & U. Gretzel (Eds.) Social media in travel tourism and hospitality (pp. 189–205). United Kingdom: Ashgate.
Yu G. Carlsson C. & Zou D. (2014). Exploring the influence of user-generated content factors on the behavioral intentions of travel consumers. 25th Australasian Conference on Information Systems Auckland New Zealand.
Yu Y. Li X. & Jai T. M. (2017). The impact of green experience on customer satisfaction: Evidence from TripAdvisor. International Journal of Contemporary Hospitality Management 29(5) 1340–1361. DOI: 10.1108/IJCHM-07-2015-0371.
Zarezadeh Z. Benckendorff P. & Gretzel U. (2018). Lack of progress in tourist information search research: a critique of citation behaviour and knowledge development. Current Issues in Tourism 1–15. DOI: 10.1080/13683500.2018.1459511.
Zeng B. & Gerritsen R. (2014). What do we know about social media in tourism? A review. Tourism Management Perspectives 10 27–36. DOI: 10.1016/j.tmp.2014.01.001.
Zhong Z. Yang Y. & Zhang M. (2014). Role of online reviews in hotel reservations intention based on social media. Journal of Applied Sciences 14(4) 341–347. DOI: 10.3923/jas.2014.341.347.