Literature Costa, 2008). According to Amis (2007) nowadays,

Literature review

2.1 introduction

The Internet applications development on hospitality and
tourism are offering the possibilities of consumer to generate more online
reviews on different facilities mostly being related with the opportunity of
travelling. (Pasi Tuominen, 2011). More than three-quarters of people that are
travelling are taking into consideration the consumer review before choosing or
planning a trip.(Gretzel and Yoo, 2008). According to Tuominem (2011) two
important movements that are developed on the internet, both of them having a
significant impact the travel related industry. The first movement was the
evolution of Web 2.0 aplications, social networks and social media. The second movement
has raised from the eager of sharing information and media online which has
created the consumers that share travel-related user generated content. Tourism
is an developed insudtry can be easily influenced by travellers’ reviews.  Furthernmore web 2.0 or e-word –of-mouth can
have a huge impact on industry and on customer decision. (Noone and McGuire
2014 cited in Journal of travel Research,2015).

2.2 An introduction to WEB 2.0

Nowadays, significant changes have been made in the digital
era governed by Internet, the concepts like Web 2.0 and Travel 2.0 are characterized
by user-generated content and peer to peer applications. (Giacomo del Chiappa,
2011).  The concept of Web 2.0 is
described by O’Reilly and Dogherty in Del Chiappa as a new distinctive environment
characterized by user participation, network effects and openness. Moreover, the
concept of Web 2.0, or Travel 2.0 as it is called in the tourism sector
incorporate different online applications. (Akehurst, 2009; O’Connor, 2008;
Schmalleger & Carson, 2008 cited in Del Chiappa,2011). Some Authors
refers  to Web 2.0 as “a technological
and social paradigm shift” and its online platforms as “stand alone
applications” as a substitute for traditional websites, influential platforms
that promote interactions instead of boring pages, a step forward from
supplier-generated content to user-generated content. (Dippelreiter et al,2008;
Miguens, Baggio and Costa, 2008). According to Amis (2007) nowadays, the
internet and the social network sites have almost as much influence on
consumers as television and even more than newspapers. Moreover, people are
starting to rely on others opinions before taking a decision on what product to
buy or which restaurant to choose.(Smith, Menon & Sivakumar,2007 cited in
Del Chiappa, 2011). New online platforms allow users to add their own content
to the Web 2.0, platforms that have a significant influence on online communities
that rely on users’ knowledge, opinion and interaction.

According to Dipperlreiter et al (2008) the biggest trait of
the blogging communities is subjectivity. This trait might be causing
credibility issues, as long as readers are sceptical about others people
opinions. (Ayeh, Au and Law, 2013). Furthermore, there is a link between social
networking sites and online tourism platforms, due to the change of tourism
platforms which became online travel networking that offer to users the
possibility of interact while searching travel-related information. (Miguens,
Baggio and Costa,2008)

2.2.1 Web 2.0 in the hospitality industry

According to Miguens , Baggio and Costa (2008) the fat that
the interest for travel-related information grew, developers have created a new
concept called Travel 2.0. this concept of online platform is similar to web
2.0 but it contains information about everything related to the travel and
tourism industry. (Xiang and Gretzel, 2010)

2.3 Customer expectations and the online review platforms

customer expectations are influenced by the consumer feedback
(Lightspeed Reasarch,2011). According to the study conducted by Gretzel (2007),
77.9% of TripAdvisor customers agreed that before choosing a hotel or a
restaurant, during the step of travel planning, they choose to read online
reviews in order to choose a place where to go. Furthermore, websites such as
TripAdvisor, VirtualTourist and LonelyPlanet are the most accessed online
platforms for gathering information, evaluating the rating of different places
and avoiding unexciting experiences.(Aurelio G. Mauri, Roberta Minazzi, 2013).
Moreover, the most important source of information for a traveller is the
online consumer review platforms


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