The effect of user-generated content on consumer responses in hotels and restaurants

A social communication framework

Authored by: Lawrence Hoc Nang Fong

The Routledge Handbook of Hospitality Marketing

Print publication date:  October  2017
Online publication date:  October  2017

Print ISBN: 9781138214668
eBook ISBN: 9781315445526
Adobe ISBN:


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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.

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