DETUROPE - The Central European Journal of Regional Development and Tourism 2024, 16(1):113-130 | DOI: 10.32725/det.2024.006

Empirical Review on User Created Contents and the Online Reputation: Implications for Destination Management Companies in Sri Lanka and General Conceptual Framework

Ruwan Ratnayakaa, S.M. Ferdous Azamb, Jacquline Thamc, Sakinah Mohd Shukrid
a Managing Director, Beyond Escapes Private Limited, Sri Lanka
b A. Prof. Dr. Ferdous Azam, Graduate School of Management (GSM), Management and Science University, Malaysia
c A. Prof. Dr. Jacquline Tham, Graduate School of Management (GSM), Management and Science University, Malaysia
d A. Prof. Dr. Sakinah Mohd Shukri, Graduate School of Management (GSM), Management and Science University, Malaysia

This paper aims to consolidate existing knowledge on User-Created Content (UCC) and its influence on the online reputation of tourism organizations, particularly Destination Management Companies (DMCs), in Sri Lanka and globally. While research on this topic is burgeoning within the tourism industry, empirical evidence continues to enrich the literature. Thus, there is a need to organize and categorize current knowledge on UCC and Online Reputation to facilitate a deeper understanding of its evolving landscape. Drawing from recent literature, this research note synthesizes insights on UCC and Online Reputation pertinent to DMCs in Sri Lanka and beyond, offering a generalized conceptual framework to guide future studies and strategic initiatives.

Keywords: User Created Contents (UCC), Electronic word of mouth (eWOM), Online Reputation, Destination Management Companies (DMCs)

Received: July 17, 2023; Revised: June 22, 2024; Accepted: August 22, 2024; Published: August 23, 2024  Show citation

ACS AIP APA ASA Harvard Chicago Chicago Notes IEEE ISO690 MLA NLM Turabian Vancouver
Ratnayaka, R., Ferdous Azam, S.M., Tham, J., & Shukri, S.M. (2024). Empirical Review on User Created Contents and the Online Reputation: Implications for Destination Management Companies in Sri Lanka and General Conceptual Framework. DETUROPE - The Central European Journal of Regional Development and Tourism, 16(1), 113-130. doi: 10.32725/det.2024.006
Share...
Download citation
  • BibTeX (.bib)
  • Bookends (.ris)
  • EasyBib (.ris)
  • EndNote (.enw)
  • EndNote 8 (.xml)
  • ISI WoS (.isi)
  • Medlars (.medlars)
  • Mendeley (.ris)
  • MODS (.xml)
  • Papers (.ris)
  • RefWorks (.txt)
  • RefManager (.ris)
  • RIS (.ris)
  • MS Word (.xml)
  • Zotero (.ris)
    • Open full article

    References

    1. Abramyk, H. (2022). Top 10 online business review websites to get more customer reviews. Retrieved from Vendasta: https://www.vendasta.com/blog/top-10-customer-review-websites/
    2. Abubakar, A. M., & Ilkan, M. (2016). Impact of online WOM on destination trust and intention to travel: A medical tourism perspective. Journal of Destination Marketing & Management, 5(3), 192-201. doi:10.1016/j.jdmm.2015.12.005. Go to original source...
    3. Aghaei, S. (2012). Evolution of the World Wide Web : From Web 1.0 to Web 4.0. International Journal of Web & Semantic Technology (IJWesT). doi:10.5121/ijwest.2012.3101 Go to original source...
    4. Ajanovic, E., & Çizel, B. (2015). What Makes A Successful Hotel Reputation Management Strategy: Qualitative Research On Tripadvisor Hotel Reviews. Sitcon 2015 - Competitiveness Factors Of Tourism Enterprises. Belgrade Serbia. Go to original source...
    5. Anatoli, C., Ashish, K., & Peter, O. (2019). Modeling the relationship between firm and user generated content and the stages of the marketing funnel. International Journal Of Research In Marketing. doi:10.1016/j.ijresmar.2018.09.005 Go to original source...
    6. Bahtar, A. Z., & Muda, M. (2016). The Impact of User - Generated Content (UGC) on Product Reviews towards Online Purchasing - A Conceptual Framework. Procedia Economics and Finance, 37, 337-342. doi:10.1016/S2212-5671(16)30134-4 Go to original source...
    7. Baker, K. (2022). The Ultimate Guide to Content Marketing in 2023. Retrieved from Hubspot: https://blog.hubspot.com/marketing/content-marketing
    8. Bandara, R. I., & Silva, D. (2016). E-tourism and roles of travel agencies: a case study of promoting Japanese inbound tourism in Sri Lanka. Journal of Marketing, 1(1), 17-31. Retrieved from http://ir.lib.seu.ac.lk/handle/123456789/2414
    9. Banyai , M. (2016). Travel Blogs in Mark el Blogs in Marketing Resear eting Research: Stories of Str ories of Stratford, Canada. Tourism Research Association: Advancing Tourism Research Globally, 65. Retrieved from https://scholarworks.umass.edu/ttra/2011/Visual/65
    10. Barysevich, A. (2020). How social media influence 71% consumer buying decisions. Retrieved from Search Engine Watch: https://www.searchenginewatch.com/2020/11/20/how-social-media-influence-71-consumer-buying-decisions/
    11. Bashir, M. A., Ayub, N., & Jalees, T. (2017). The Impact Of The Firm Generated Contents And The User Generated Contents Through Social Media On Brand Equity Elements.
    12. Bruno, S., Yang, C., Tian, W., Xie, Z., & Shao, Y. (2019). Exploring the characteristics of tourism industry by analyzing consumer review contents from social media: a case study of Bamako, Mali. Geo-spatial Information Science, 22(3), 214-222. doi:10.1080/10095020.2019.1649848 Go to original source...
    13. Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51. doi:10.1016/j.ijhm.2013.08.007 Go to original source...
    14. Capatina, A., & Schin , G. C. (2017). Perceptions on Online Reputation Management in Tourism Industry (The Case of a Romanian Hotel). Journal of Management Research, 9(2). doi:10.5296/jmr.v9i2.10754 Go to original source...
    15. Carreirão, P. (2019). Tripadvisor Reviews and Online Reputation Management. Retrieved from Asksuite: https://asksuite.com/blog/tripadvisor-reviews-and-online-reputation-management/
    16. Da Silva, C. N. (2021). A Guide To Star Ratings On Google And How They Work. Retrieved from Search Engine Journal : https://www.searchenginejournal.com/google-star-ratings-guide/416951/
    17. Dan . (2019). Your guide to online reputation management. Retrieved from Talkwalker: https://www.talkwalker.com/blog/online-reputation-management
    18. Eddy. (2015). Travel Companies need Online Reputation Management. Retrieved from Dcsplus: https://www.dcsplus.net/travel-companies-need-online-reputation-management
    19. Forsey, C. (2021). Reputation Management: How to Protect Your Brand Online in 2022. Retrieved from Hubspot: https://blog.hubspot.com/marketing/reputation-management
    20. Freire, J. (2011). Destination brands: Managing place reputation (3rd edition). Place Branding and Public Diplomacy, 7(4). doi:10.1057/pb.2011.25 Go to original source...
    21. Gayetree. (2017). E-reputation in the tourism industry Travel Outsourcing. Retrieved from Travel Outsourcing: https://travel-outsourcing.com/index.php/en/component/k2/item/13-e-reputation-in-the-tourism-industry
    22. Gonzalo, F. (2017). Best Practices in Travel: Online Reputation. Retrieved from Frederic Gonzalo: https://fredericgonzalo.com/en/best-practices-in-travel-online-reputation/
    23. Gordon, G. (2018). User Ratings & Reviews: How They Impact ASO - Ultimate Guide. Retrieved from The tool : https://thetool.io/2018/user-ratings-reviews-aso-guide#:~:text=the%20App%20Store.-,To%20sum%20up%20%E2%80%93%20User%20Ratings%20%26%20Reviews%20for%20ASO,you%20don't%20neglect%20them.
    24. Gössling, S., Zeiss, H., Hall, M., Martin-Rios, C., Ram, Y., & Grøtte, I.-P. (2018). A cross-country comparison of accommodation manager perspectives on online review manipulation. Current Issues in Tourism, 22(14), 1744-1763. doi:10.1080/13683500.2018.1455171 Go to original source...
    25. Grewal, L. (2016). In Mobile We Trust: How Mobile Reviews Can Overcome Consumer Distrust of User-Generated Reviews. SSRN Electronic Journal. doi:10.2139/ssrn.2821667 Go to original source...
    26. Grewal, L., & Stephen, A. (2019). In Mobile We Trust: The Effects of Mobile Versus Nonmobile Reviews on Consumer Purchase Intentions. Journal of Marketing Research, 56(5). doi:10.1177/0022243719834514 Go to original source...
    27. GSMA. (2019). The State of Mobile Internet Connectivity Report 2019. GSMA.
    28. Harris, J. (2017). Blogging Trends That Bring Content Marketing Down to Business. Retrieved from Content Marketing Institute: https://contentmarketinginstitute.com/articles/ blogging-trends-content-marketing/
    29. Huete-Alcocer, N. (2017). A Literature Review of Word of Mouth and Electronic Word of Mouth: Implications for Consumer Behavior. Frontiers in Psychology, 8. doi:10.3389/fpsyg.2017.01256 Go to original source...
    30. Hussain, S., Ahmed, W., Jafar, R. M., Rabnawaz, A., & Jianzhou, Y. (2017). eWOM source credibility, perceived risk and food product customer's information adoption. Computers in Human Behavior, 66, 96-102. doi:10.1016/j.chb.2016.09.034 Go to original source...
    31. Iglesias-Sánchez, P., Correia, M., & Jambrino-Maldonado, C. (2019). Challenges in linking destinations' online reputation with competitiveness. Tourism & Management Studies, 15(1). Retrieved from https://www.tmstudies.net/index.php/ectms/article/view/1138 Go to original source...
    32. Iglesias-Sánchez, P., Correia, M., Jambrino-Maldonado, C., & Heras-Pedrosa, C. d. (2020). How do external openness and R&D activity influence open innovation management and the potential contribution of social media in the tourism and hospitality industry? Information Technology & Tourism, 22(3), 1-27. doi:10.1007/s40558-019-00165-y Go to original source...
    33. Ivanov, S. (2019). Web3.0: the road ahead for Waves. Retrieved from Medium: https://sasha35625.medium.com/web3-0-the-road-ahead-for-waves-9bd8a51f63ce
    34. Johnston, M., Kelly, R., & Kvilhaug, S. (2023). How Smartphones Changed Advertising. Retrieved from Investopedia: https://www.investopedia.com/articles/personal-finance/062315/how-smartphones-are-changing-advertising-marketing.asp#:~:text=The%20Smartphone%20Effect,-This%20shift%20towards&text=Smartphones%20have%20become%20huge%20repositories,types%20of%20groups%20or%
    35. Kaemingk , D. (2020). Online reviews statistics to know in 2022. Retrieved from Qualtrics: https://www.qualtrics.com/blog/online-review-stats/
    36. Kaldeen, M. (2019). Impact of firm-created and user-generated social media. Journal of Information Systems & Information Technology (JISIT), 4(2).
    37. Kaldeen, M., & Mohamed , H. T. (2018). E-Tourism: The Global Online Travel and Reintermediation. Journal of Information Systems & Information Technology (JISIT), 3(2). Retrieved from https://www.seu.ac.lk/jisit/publication/v3n2/paper3.pdf
    38. Kannan, S. (2022). Web 3.0. Retrieved from Techopedia: https://www.techopedia.com/ definition/4923/web-30#:~:text=Web3%2C%20also%20referred%20to%20as, everyone%20will%20use%20Zero%20Trust.
    39. Kaur, A., & Kaur, K. (2022). Systematic literature review of mobile application development and testing effort estimation. Journal of King Saud University - Computer and Information Sciences, 34(2), 1-15. doi:10.1016/j.jksuci.2018.11.002. Go to original source...
    40. Khan , I. H., & Javaid, M. (2022). Role of Internet of Things (IoT) in Adoption of Industry 4.0. Journal of Industrial Integration and Management, 7(4), 515-533. doi:10.1142/S2424862221500068 Go to original source...
    41. Kujur , P., & Chhetri, B. (2015). Evolution of World Wide Web: Journey From Web 1.0 to Web 4.0. Retrieved from https://www.researchgate.net/publication/280944777 _Evolution_of_World_Wide_Web_Jo
    42. Laricchia, F. (2023, January 17). Global smartphone penetration rate as share of population from 2016 to 2021. Retrieved from Statista: https://www.statista.com/statistics/ 203734/global-smartphone-penetration-per-capita-since-2005/
    43. Lemaić, I. (2019). The rise of User generated content. Retrieved from Medium: https://medium.com/digital-reflections/the-rise-of-user-generated-content-24e85428f13e
    44. Li, S.-K., Guan, Z., Tang , L.-Y., & Chen, Z. (2012). Exploiting Consumer Reviews for Product Feature Ranking. Journal of Computer Science and Technology, 27, 635-649. doi:10.1007/s11390-012-1250-z Go to original source...
    45. Llodrà-Riera, I., Martinez-Ruiz, M. P., Jimenez-Zarco, A. I., & Yusta, A. I. (2015). Influence of social media on motivations for visiting a destination and image formation. International Journal of Technology Marketing, 10(4), 413-430. doi:10.1504/IJTMKT.2015.072173 Go to original source...
    46. Lyons, T. (2020). Web 3.0 and the return of privacy. Retrieved from Juliusbaer: https://www.juliusbaer.com/en/insights/digital-disruption/web-30-and-the-return-of-privacy/
    47. Marchiori , E., & Cantoni, L. (2011). The online reputation construct: does it matter for the tourism domain? A literature review on destinations' online reputation. Information Technology and Tourism, 13(3), 139-159. doi:10.3727/109830512X13283928066715 Go to original source...
    48. Maurya, S. (2019). Embracing Web 3.0: The New Internet Era Will Begin Soon. Retrieved from Medium: https://medium.com/hackernoon/embracing-web-3-0-the-new-internet-era-will-begin-soon-630ff6c2e7b6
    49. McMenemy, L. (2019). Does the PESO Model Still Work? How Social Media Algorithm Changes Are Affecting Distribution and Planning. Retrieved from Sky Word: https://www.skyword.com/contentstandard/does-the-peso-model-still-work-how-social-media-algorithm-changes-are-affecting-distribution-and-planning/
    50. Melumad, S., Inman, J., & Pham, M. T. (2019). Selectively Emotional: How Smartphone Use Changes User-Generated Content. Journal of Marketing Research, 56(2). doi:https://doi.org/10.1177/0022243718815 Go to original source...
    51. Moen, Ø., Havro, L. J., Bjering, E., & Wright, L. T. (2017). Online consumers reviews: Examining the moderating effects of product type and product popularity on the review impact on sales. Cogent Business & Management, 4(1). doi:10.1080/23311975.2017.1368114 Go to original source...
    52. Musanovic, J., & Dorcic, J. (2016). Tourism destination competitiveness and online reputation: Conceptualization and literature framework analysis. 23th International Congress Tourism and Hospitality Industry - Trends and Challenges. Opatija, Croatia.
    53. Nath, K., & Iswary, R. (2015). What Comes after Web 3.0? Web 4.0 and the Future. Shillong: Assam University.
    54. Nath, K., Dhar, S., & Basishtha, S. (2014). Web 1.0 to Web 3.0 - Evolution of the Web and its various challenges. International Conference on Optimization, Reliabilty, and Information Technology (ICROIT). Assam University. doi:10.1109/ICROIT.2014.6798297 Go to original source...
    55. Obar, J., & Wildman, S. (2015). Social Media Definition and the Governance Challenge: An Introduction to the Special Issue. Telecommunications Policy, 39(9), 745-750. Go to original source...
    56. Ouellette , C. (2022). Ultimate List of Blogging Statistics and Facts. Retrieved from Optinmonster : https://optinmonster.com/blogging-statistics/
    57. PandoraFMS. (2022). What is web 4.0? Retrieved from PandoraFMS: https://pandorafms.com/blog/web-4-0/
    58. Patel, N. (2019). How to Leverage User-Generated Content to Boost Sales. Retrieved from Neil Patel: https://neilpatel.com/blog/how-to-leverage-user-generated-content-to-boost-sales/
    59. Peceny, U. S., Urbančič, J., Mokorel, S., Kuralt, V., & Ilijaš, T. (2019). Tourism 4.0: Challenges in Marketing a Paradigm Shift. Consumer Behavior and Marketing. doi:10.5772/intechopen.84762 Go to original source...
    60. Pencarelli, T. (2020). The digital revolution in the travel and tourism industry. Inf Technol Tourism, 22, 455-476. doi:10.1007/s40558-019-00160-3 Go to original source...
    61. Ploumidou , M. (2018). 5 Reputation Management Rules Every Hotel Should Follow. Retrieved from Hotel Speak: https://www.hotelspeak.com/2018/06/5-reputation-management-rules-every-hotel-should-follow/
    62. Ransbotham, S., Lurie , N., & Liu, H. (2019). Creation and Consumption of Mobile Word of Mouth: How Are Mobile Reviews Different? Marketing Scinece. doi:10.1287/mksc.2018.1115 Go to original source...
    63. Resuello, L. (2022). New-Age Internet: Are you ready for Web 3.0 and Web 4.0 Marketing? Retrieved from Martechasia: https://martechasia.net/features/are-you-ready-for-web-3-0-and-web-4-0-marketing/
    64. Rodríguez-Díaz , M., Rodríguez-Díaz , R., & Espino-Rodríguez, T. (2018). Analysis of the Online Reputation Based on Customer Ratings of Lodgings in Tourism Destinations. Administrative Sciences, 8(3). doi:10.3390/admsci8030051 Go to original source...
    65. Saleh, K. (2019). The Importance Of Online Customer Reviews. Retrieved from Invespcro: https://www.invespcro.com/blog/the-importance-of-online-customer-reviews-infographic/
    66. Sauciuc, A. (2020). Brand Reputation Monitoring in Tourism - Best Practices & Case Studies. Retrieved from Brand Mentions: https://brandmentions.com/blog/reputation-monitoring-tourism/
    67. Schooley, S. (2023). The Best Online Reputation Management Providers of 2023. Retrieved from Business.com : https://www.business.com/categories/best-online-reputation-management-services/
    68. Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and Tourism Online Reviews: Recent Trends and Future Directions. Journal of Travel & Tourism Marketing, 32(5), 608-621. doi:10.1080/10548408.2014.933154 Go to original source...
    69. Smartdestination. (2022). What Is Tourism 4.0 and How to Attract the 'New Traveler'? Retrieved from Smart Destination: https://smartdestination.travel/what-is-tourism-4-0-and-how-to-attract-the-new-traveler/
    70. Somal, S. (2018). Digital Reputation Management 101. Retrieved from CFA Institute: https://blogs.cfainstitute.org/investor/2018/03/07/digital-reputation-management-101/
    71. Terra, J. (2023). What is Web 1.0, Web 2.0, and Web 3.0? Definitions, Differences & Similarities. Retrieved from Simplilearn: https://www.simplilearn.com/what-is-web-1-0-web-2-0-and-web-3-0-with-their-difference-article
    72. Thao, N. T., & Shurong, T. (2020). Is It Possible for "Electronic Word-of-Mouth" and "User-Generated Content" to be Used Interchangeably? Journal of Marketing and Consumer Research. doi:10.7176/JMCR/65-04 Go to original source...
    73. Tunçel, N., & Yilmaz, N. (2020). How Does Firm- and User-Generated Content Benefit Firms and Affect Consumers?: A Literature Review. IGI Global. doi:10.4018/978-1-7998-2185-4.ch005 Go to original source...
    74. Verot, B. (2020). Online Travel Agencies - an essential part of your distribution strategy. Retrieved from Hotel Minder : https://www.hotelminder.com/online-travel-agencies-an-essential-part-of-your-distribution-strategy
    75. Yang, F. (2017). Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentions: The Moderating Role of Technology Acceptance Factors. Journal of Hospitality & Tourism Research, 41(1). doi:10.1177/109634801351591 Go to original source...
    76. Zimmatore, B. (2020). How to Manage (and Monitor) Your Reputation on Social Media. Retrieved from Entrepreneur: https://www.entrepreneur.com/science-technology/how-to-manage-and-monitor-your-reputation-on-social-media/356670

    This is an open access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits use, distribution, and reproduction in any medium, provided the original publication is properly cited. No use, distribution or reproduction is permitted which does not comply with these terms.


    Return to the content