Discovering the evolution of online reviews: A bibliometric review

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. https://doi.org/10.1016/j.jdmm.2015.12.005 Ahani, A., Nilashi, M., Yadegaridehkordi, E., Sanzogni, L., Tarik, A. R., Knox, K., & Ibrahim, O. (2019). Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels. Journal of Retailing and Consumer Services, 51, 331–343. https://doi.org/10.1016/j.jretconser.2019.06.014 Allee, V. (2012). The knowledge evolution: Expanding organizational intelligence. Routledge. https://doi.org/10.4324/9780080509808 Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5–17. https://doi.org/10.1177/109467059800100102 Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291–295. https://doi.org/10.1177/002224376700400308 Babić Rosario, A., Sotgiu, F., De Valck, K., & Bijmolt, T. H. (2016). The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318. https://doi.org/10.1509/jmr.14.0380 Baek, H., Ahn, J., & Choi, Y. (2012). Helpfulness of online consumer reviews: Readers’ objectives and review cues. International Journal of Electronic Commerce, 17(2), 99–126. https://doi.org/10.2753/jec1086-4415170204 Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/10.1007/bf02723327 Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. https://doi.org/10.1037/0022-3514.51.6.1173 Berger, J. (2014). Word of mouth and interpersonal communication: A review and directions for future research. Journal of Consumer Psychology, 24(4), 586–607. https://doi.org/10.1016/j.jcps.2014.05.002 Berger, J., & Heath, C. (2007). Where consumers diverge from others: Identity signaling and product domains. Journal of Consumer Research, 34(2), 121–134. https://doi.org/10.1086/519142 Berger, J., & Milkman, K. L. (2012). What makes online content viral? Journal of Marketing Research, 49(2), 192–205. https://doi.org/10.1509/jmr.10.0353 Boumans, J. W., & Trilling, D. (2016). Taking stock of the toolkit: An overview of relevant automated content analysis approaches and techniques for digital journalism scholars. Digital Journalism, 4(1), 8–23. https://doi.org/10.1080/21670811.2015.1096598 Boyack, K. W., & Klavans, R. (2010). Co-citation analysis, bibliographic coupling, and direct citation: Which citation approach represents the research front most accurately? Journal of the American Society for information Science and Technology, 61(12), 2389–2404. https://doi.org/10.1002/asi.21419 Boyd, D., & Crawford, K. (2012). Critical questions for big data: Provocations for a cultural, technological, and scholarly phenomenon. Information, Communication & Society, 15(5), 662–679. https://doi.org/10.1080/1369118X.2012.678878 Brown, J. J., & Reingen, P. H. (1987). Social ties and word-of-mouth referral behavior. Journal of Consumer Research, 14(3), 350–362. https://doi.org/10.1086/209118 Brown, J., Broderick, A. J., & Lee, N. (2007). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21(3), 2–20. https://doi.org/10.1002/dir.20082 Chen, C. (2006). CiteSpace II: Detecting and visualizing emerging trends and transient patterns in scientific literature. Journal of the American Society for information Science and Technology, 57(3), 359–377. https://doi.org/10.1002/asi.20317 Chen, Y., & Xie, J. (2008). Online consumer review: Word-of-mouth as a new element of marketing communication mix. Management Science, 54(3), 477–491. https://doi.org/10.1287/mnsc.1070.0810 Chen, Y.-F., & 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. https://doi.org/10.1080/15256480.2016.1226150 Chen, Y., Wang, Q., & Xie, J. (2011). Online social interactions: A natural experiment on word of mouth versus observational learning. Journal of Marketing Research, 48(2), 238–254. https://doi.org/10.1509/jmkr.48.2.238 Cheung, C. M., Chan, G. W., & Limayem, M. (2005). A critical review of online consumer behavior: Empirical research. Journal of Electronic Commerce in Organizations (JECO), 3(4), 1–19. https://doi.org/10.4018/jeco.2005100101 Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth: Informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9–38. https://doi.org/10.2753/JEC1086-4415130402 Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54(1), 461–470. https://doi.org/10.1016/j.dss.2012.06.008 Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. https://doi.org/10.1509/jmkr.43.3.345 Chintagunta, P. K., Gopinath, S., & Venkataraman, S. (2010). The effects of online user reviews on movie box office performance: Accounting for sequential rollout and aggregation across local markets. Marketing Science, 29(5), 944–957. https://doi.org/10.1287/mksc.1100.0572 Choi, J., Yi, S., & Lee, K. C. (2011). Analysis of keyword networks in MIS research and implications for predicting knowledge evolution. Information & Management, 48(8), 371–381. https://doi.org/10.1016/j.im.2011.09.004 Chong, A. Y. L., Ch’ng, E., Liu, M., & Li, B. (2017). Predicting consumer product demands via big data: The roles of online promotional marketing and online reviews. International Journal of Production Research, 55(17), 5142–5156. https://doi.org/10.1080/00207543.2015.1066519 Chu, S.-C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International Journal of Advertising, 30(1), 47–75. https://doi.org/10.2501/IJA-30-1-047-075 Chu, S.-C., & Kim, J. (2018). The current state of knowledge on electronic word-of-mouth in advertising research. International Journal of Advertising, 37(1), 1–13. https://doi.org/10.1080/02650487.2017.1407061 Cobo, M. J., López-Herrera, A. G., Herrera-Viedma, E., & Herrera, F. (2011). An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the fuzzy sets theory field. Journal of Informetrics, 5(1), 146–166. https://doi.org/10.1016/j.joi.2010.10.002 Darley, W. K., Blankson, C., & Luethge, D. J. (2010). Toward an integrated framework for online consumer behavior and decision making process: A review. Psychology & Marketing, 27(2), 94–116. https://doi.org/10.1002/mar.20322 Daugherty, T., & Hoffman, E. (2014). eWOM and the importance of capturing consumer attention within social media. Journal of Marketing Communications, 20(1–2), 82–102. https://doi.org/10.1080/13527266.2013.797764 Davari, D., Vayghan, S., Jang, S., & Erdem, M. (2022). Hotel experiences during the COVID-19 pandemic: High-touch versus high-tech. International Journal of Contemporary Hospitality Management, 34(4), 1312–1330. https://doi.org/10.1108/IJCHM-07-2021-0919 De Matos, C. A., & Rossi, C. A. V. (2008). Word-of-mouth communications in marketing: A meta-analytic review of the antecedents and moderators. Journal of the Academy of Marketing Science, 36(4), 578–596. https://doi.org/10.1007/s11747-008-0121-1 Dellarocas, C. (2003). The digitization of word of mouth: Promise and challenges of online feedback mechanisms. Management Science, 49(10), 1407–1424. https://doi.org/10.1287/mnsc.49.10.1407.17308 Dellarocas, C., Zhang, X. M., & Awad, N. F. (2007). Exploring the value of online product reviews in forecasting sales: The case of motion pictures. Journal of Interactive Marketing, 21(4), 23–45. https://doi.org/10.1002/dir.20087 Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44, 147–166. https://doi.org/10.2307/254956 Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285–296. https://doi.org/10.1016/j.jbusres.2021.04.070 Duan, W., Gu, B., & Whinston, A. B. (2008a). Do online reviews matter?—An empirical investigation of panel data. Decision Support Systems, 45(4), 1007–1016. https://doi.org/10.1016/j.dss.2008.04.001 Duan, W., Gu, B., & Whinston, A. B. (2008b). The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry. Journal of Retailing, 84(2), 233–242. https://doi.org/10.1016/j.jretai.2008.04.005 Fader, P. S., & Winer, R. S. (2012). Introduction to the special issue on the emergence and impact of user-generated content. Marketing Science, 31(3), 369–371. https://doi.org/10.1287/mksc.1120.0715 Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261–1270. https://doi.org/10.1016/j.jbusres.2014.11.006 Forman, C., Ghose, A., & Wiesenfeld, B. (2008). Examining the relationship between reviews and sales: The role of reviewer identity disclosure in electronic markets. Information Systems Research, 19(3), 291–313. https://doi.org/10.1287/isre.1080.0193 Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104 Fresneda, J. E., & Gefen, D. (2019). A semantic measure of online review helpfulness and the importance of message entropy. Decision Support Systems, 125, 113117. https://doi.org/10.1016/j.dss.2019.113117 Gerdt, S.-O., Wagner, E., & Schewe, G. (2019). The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source. Tourism Management, 74, 155–172. https://doi.org/10.1016/j.tourman.2019.02.010 Ghose, A., & Ipeirotis, P. G. (2010). Estimating the helpfulness and economic impact of product reviews: Mining text and reviewer characteristics. IEEE Transactions on Knowledge and Data Engineering, 23(10), 1498–1512. https://doi.org/10.1109/TKDE.2010.188 Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing Science, 23(4), 545–560. https://doi.org/10.1287/mksc.1040.0071 Godes, D., & Mayzlin, D. (2009). Firm-created word-of-mouth communication: Evidence from a field test. Marketing Science, 28(4), 721–739. https://doi.org/10.1287/mksc.1080.0444 Granovetter, M. S. (1973). The strength of weak ties. American Journal of Sociology, 78(6), 1360–1380. https://doi.org/10.1086/225469 Grégoire, D. A., Noel, M. X., Déry, R., & Béchard, J. P. (2006). Is there conceptual convergence in entrepreneurship research? A co–citation analysis of frontiers of entrepreneurship research, 1981–2004. Entrepreneurship Theory and Practice, 30(3), 333–373. https://doi.org/10.1111/j.1540-6520.2006.00124.x Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4), 449–456. https://doi.org/10.1016/j.jbusres.2005.10.004 Guan, C., Hung, Y.-C., & Liu, W. (2022). Cultural differences in hospitality service evaluations: Mining insights of user generated content. Electronic Markets, 32(3), 1061–1081. https://doi.org/10.1007/s12525-022-00545-z Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation. Tourism Management, 59, 467–483. https://doi.org/10.1016/j.tourman.2016.09.009 Hennig-Thurau, T., & Walsh, G. (2003). Electronic word-of-mouth: Motives for and consequences of reading customer articulations on the Internet. International Journal of Electronic Commerce, 8(2), 51–74. https://doi.org/10.1080/10864415.2003.11044293 Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/10.1002/dir.10073 Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer research, 17(4), 454–462. https://doi.org/10.1086/208570 Hu, N., Liu, L., & Zhang, J. J. (2008). Do online reviews affect product sales? The role of reviewer characteristics and temporal effects. Information Technology and Management, 9(3), 201–214. https://doi.org/10.1007/s10799-008-0041-2 Huete-Alcocer, N. (2017). A literature review of word of mouth and electronic word of mouth: Implications for consumer behavior. Frontiers in Psychology, 8, 1256. https://doi.org/10.3389/fpsyg.2017.01256 Jalilvand, M. R., & Samiei, N. (2012). The impact of electronic word of mouth on a tourism destination choice. Internet Research, 22(5), 591–612. https://doi.org/10.1108/10662241211271563 Jia, S. S. (2020). Motivation and satisfaction of Chinese and US tourists in restaurants: A cross-cultural text mining of online reviews. Tourism Management, 78, 104071. https://doi.org/10.1016/j.tourman.2019.104071 Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59–68. https://doi.org/10.1016/j.bushor.2009.09.003 King, R. A., Racherla, P., & Bush, V. D. (2014). What we know and don’t know about online word-of-mouth: A review and synthesis of the literature. Journal of Interactive Marketing, 28(3), 167–183. https://doi.org/10.1016/j.intmar.2014.02.001 Korfiatis, N., García-Bariocanal, E., & Sánchez-Alonso, S. (2012). Evaluating content quality and helpfulness of online product reviews: The interplay of review helpfulness vs. review content. Electronic Commerce Research and Applications, 11(3), 205–217. https://doi.org/10.1016/j.elerap.2011.10.003 Kozinets, R. V., De Valck, K., Wojnicki, A. C., & Wilner, S. J. (2010). Networked narratives: Understanding word-of-mouth marketing in online communities. Journal of Marketing, 74(2), 71–89. https://doi.org/10.1509/jm.74.2.71 Kraus, S., Breier, M., Lim, W. M., Dabić, M., Kumar, S., Kanbach, D., & Liguori, E. (2022). Literature reviews as independent studies: Guidelines for academic practice. Review of Managerial Science, 16(8), 2577–2595. https://doi.org/10.1007/s11846-022-00588-8 Kumar, S., Lim, W. M., Pandey, N., & Christopher Westland, J. (2021). 20 years of electronic commerce research. Electronic Commerce Research, 21, 1–40. https://doi.org/10.1007/s10660-021-09464-1 Kwok, L., Xie, K. L., & Richards, T. (2017). Thematic framework of online review research: A systematic analysis of contemporary literature on seven major hospitality and tourism journals. International Journal of Contemporary Hospitality Management., 29(1), 307–354. https://doi.org/10.1108/IJCHM-11-2015-0664 Lee, J., Park, D.-H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: An information processing view. Electronic Commerce Research and Applications, 7(3), 341–352. https://doi.org/10.1016/j.elerap.2007.05.004 Lee, D., Ng, P. M., & Bogomolova, S. (2020). The impact of university brand identification and eWOM behaviour on students’ psychological well-being: A multi-group analysis among active and passive social media users. Journal of Marketing Management, 36(3–4), 384–403. https://doi.org/10.1080/0267257X.2019.1702082 Leung, X. Y., Sun, J., & Bai, B. (2017). Bibliometrics of social media research: A co-citation and co-word analysis. International Journal of Hospitality Management, 66, 35–45. https://doi.org/10.1016/j.ijhm.2017.06.012 Lim, W. M. (2022). Ushering a new era of Global Business and Organizational Excellence: Taking a leaf out of recent trends in the new normal. Global Business and Organizational Excellence, 41(5), 5–13. https://doi.org/10.1002/joe.22163 Lim, W. M., Rasul, T., Kumar, S., & Ala, M. (2021a). Past, present, and future of customer engagement. Journal of Business Research, 140, 439–458. https://doi.org/10.1016/j.jbusres.2021.11.014 Lim, W. M., Yap, S.-F., & Makkar, M. (2021b). Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading? Journal of Business Research, 122, 534–566. https://doi.org/10.1016/j.jbusres.2020.08.051 Lim, W. M., Kumar, S., & Ali, F. (2022). Advancing knowledge through literature reviews: ‘What’, ‘why’, and ‘how to contribute.’ The Service Industries Journal, 42(7–8), 481–513. https://doi.org/10.1080/02642069.2022.2047941 Lim, W. M., Kumar, S., Pandey, N., Verma, D., & Kumar, D. (2023). Evolution and trends in consumer behaviour: Insights from journal of consumer behaviour. Journal of Consumer Behaviour, 22(1), 217–232. https://doi.org/10.1002/cb.2118 Liu, Y. (2006). Word of mouth for movies: Its dynamics and impact on box office revenue. Journal of Marketing, 70(3), 74–89. https://doi.org/10.1509/jmkg.70.3.074 Liu, F., Lai, K.-H., Wu, J., & Duan, W. (2021). Listening to online reviews: A mixed-methods investigation of customer experience in the sharing economy. Decision Support Systems, 149, 113609. https://doi.org/10.1016/j.dss.2021.113609 Ludwig, S., De Ruyter, K., Friedman, M., Brüggen, E. C., Wetzels, M., & Pfann, G. (2013). More than words: The influence of affective content and linguistic style matches in online reviews on conversion rates. Journal of Marketing, 77(1), 87–103. https://doi.org/10.1509/jm.11.0560 Luo, Y., & Xu, X. (2021). Comparative study of deep learning models for analyzing online restaurant reviews in the era of the COVID-19 pandemic. International Journal of Hospitality Management, 94, 102849. https://doi.org/10.1016/j.ijhm.2020.102849 Mariani, M. M., & Borghi, M. (2020). Online review helpfulness and firms’ financial performance: An empirical study in a service industry. International Journal of Electronic Commerce, 24(4), 421–449. https://doi.org/10.1080/10864415.2020.1806464 Mariani, M. M., Borghi, M., & Laker, B. (2023). Do submission devices influence online review ratings differently across different types of platforms? A big data analysis. Technological Forecasting and Social Change, 189, 122296. https://doi.org/10.1016/j.techfore.2022.122296 Mayer-Schönberger, V., & Cukier, K. (2013). Big data: A revolution that will transform how we live, work, and think. Houghton Mifflin Harcourt. https://doi.org/10.1093/aje/kwu085 Mayrhofer, M., Matthes, J., Einwiller, S., & Naderer, B. (2020). User generated content presenting brands on social media increases young adults’ purchase intention. International Journal of Advertising, 39(1), 166–186. https://doi.org/10.1080/02650487.2019.1596447 Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302 Mudambi, S. M., & Schuff, D. (2010). Research note: What makes a helpful online review? A study of customer reviews on Amazon. com. MIS Quarterly, 34(1), 185–200. https://doi.org/10.2307/20721420 Mukherjee, D., Lim, W. M., Kumar, S., & Donthu, N. (2022). Guidelines for advancing theory and practice through bibliometric research. Journal of Business Research, 148, 101–115. https://doi.org/10.1016/j.jbusres.2022.04.042 Müller, J., & Christandl, F. (2019). Content is king–But who is the king of kings? The effect of content marketing, sponsored content & user-generated content on brand responses. Computers in Human Behavior, 96, 46–55. https://doi.org/10.1016/j.chb.2019.02.006 Nejad, M. G., Amini, M., & Sherrell, D. L. (2016). The profit impact of revenue heterogeneity and assortativity in the presence of negative word-of-mouth. International Journal of Research in Marketing, 33(3), 656–673. https://doi.org/10.1016/j.ijresmar.2015.11.005 Palese, B., Piccoli, G., & Lui, T.-W. (2021). Effective use of online review systems: Congruent managerial responses and firm competitive performance. International Journal of Hospitality Management, 96, 102976. https://doi.org/10.1016/j.ijhm.2021.102976 Park, D.-H., Lee, J., & Han, I. (2007). The effect of on-line consumer reviews on consumer purchasing intention: The moderating role of involvement. International Journal of Electronic Commerce, 11(4), 125–148. https://doi.org/10.2753/JEC1086-4415110405 Paul, J., Lim, W. M., O’Cass, A., Hao, A. W., & Bresciani, S. (2021). Scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR). International Journal of Consumer Studies, 45(4), O1–O16. https://doi.org/10.1111/ijcs.12695 Picazo-Vela, S., Chou, S. Y., Melcher, A. J., & Pearson, J. M. (2010). Why provide an online review? An extended theory of planned behavior and the role of Big-Five personality traits. Computers in Human Behavior, 26(4), 685–696. https://doi.org/10.1016/j.chb.2010.01.005 Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879 Pritchard, A. (1969). Statistical bibliography or bibliometrics. Journal of documentation, 25(4), 348–349. Qin, L. (2011). Word-of-blog for movies: A predictor and an outcome of box office revenue? Journal of Electronic Commerce Research, 12(3), 187–198. Rese, A., Schreiber, S., & Baier, D. (2014). Technology acceptance modeling of augmented reality at the point of sale: Can surveys be replaced by an analysis of online reviews? Journal of Retailing and Consumer Services, 21(5), 869–876. https://doi.org/10.1016/j.jretconser.2014.02.011 Reyes-Gonzalez, L., Gonzalez-Brambila, C. N., & Veloso, F. (2016). Using co-authorship and citation analysis to identify research groups: A new way to assess performance. Scientometrics, 108(3), 1171–1191. https://doi.org/10.1007/s11192-016-2029-8 Rimé, B. (2009). Emotion elicits the social sharing of emotion: Theory and empirical review. Emotion Review, 1(1), 60–85. https://doi.org/10.1177/1754073908097189 Ruths, D., & Pfeffer, J. (2014). Social media for large studies of behavior. Science, 346(6213), 1063–1064. https://doi.org/10.1126/science.346.6213.1063 Salehan, M., & Kim, D. J. (2016). Predicting the performance of online consumer reviews: A sentiment mining approach to big data analytics. Decision Support Systems, 81, 30–40. https://doi.org/10.1016/j.dss.2015.10.006 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. https://doi.org/10.1080/10548408.2014.933154 Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94. https://doi.org/10.1002/dir.20090 Senecal, S., & Nantel, J. (2004). The influence of online product recommendations on consumers’ online choices. Journal of Retailing, 80(2), 159–169. https://doi.org/10.1016/j.jretai.2004.04.001 Singh, A., Lim, W. M., Jha, S., Kumar, S., & Ciasullo, M. V. (2023). The state of the art of strategic leadership. Journal of Business Research, 158, 113676. https://doi.org/10.1016/j.jbusres.2023.113676 Sinkovics, R. R., & Sinkovics, N. (2016). Enhancing the foundations for theorising through bibliometric mapping. International Marketing Review, 33(3), 327–350. https://doi.org/10.1108/IMR-10-2014-0341 Small, H. (1973). Co-citation in the scientific literature: A new measure of the relationship between two documents. Journal of the American Society for information Science, 24(4), 265–269. https://doi.org/10.1002/asi.4630240406 Soares, J. C., Limongi, R., De Sousa Júnior, J. H., Santos, W. S., Raasch, M., & Hoeckesfeld, L. (2022). Assessing the effects of COVID-19-related risk on online shopping behavior. Journal of Marketing Analytics, 11, 82–94. https://doi.org/10.1057/s41270-022-00156-9 Stamolampros, P., Korfiatis, N., Chalvatzis, K., & Buhalis, D. (2019). Job satisfaction and employee turnover determinants in high contact services: Insights from employees’ online reviews. Tourism Management, 75, 130–147. https://doi.org/10.1016/j.tourman.2019.04.030 Su, H.-N., & Lee, P.-C. (2010). Mapping knowledge structure by keyword co-occurrence: A first look at journal papers in Technology Foresight. Scientometrics, 85(1), 65–79. https://doi.org/10.1007/s11192-010-0259-8 Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: A motivational analysis. In J. W. Alba, & J. W. Hutchinson (Eds.), Advances in Consumer Research (Vol. 25, pp. 527–531). Provo. Tankovska, H. (2021). Number of social network users worldwide from 2017 to 2025(in billions) https://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/ Thorson, K. S., & Rodgers, S. (2006). Relationships between blogs as eWOM and interactivity, perceived interactivity, and parasocial interaction. Journal of Interactive Advertising, 6(2), 5–44. https://doi.org/10.1080/15252019.2006.10722117 Timoshenko, A., & Hauser, J. R. (2019). Identifying customer needs from user-generated content. Marketing Science, 38(1), 1–20. https://doi.org/10.1287/mksc.2018.1123 Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of word-of-mouth versus traditional marketing: Findings from an internet social networking site. Journal of Marketing, 73(5), 90–102. https://doi.org/10.1509/jmkg.73.5.90 Van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523–538. https://doi.org/10.1007/s11192-009-0146-3 Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123–127. https://doi.org/10.1016/j.tourman.2008.04.008 Vošner, H. B., Kokol, P., Bobek, S., Železnik, D., & Završnik, J. (2016). A bibliometric retrospective of the journal computers in human behavior (1991–2015). Computers in Human Behavior, 65, 46–58. https://doi.org/10.1016/j.chb.2016.08.026 Wu, P. F. (2019). Motivation crowding in online product reviewing: A qualitative study of Amazon reviewers. Information & Management, 56(8), 103163. https://doi.org/10.1016/j.im.2019.04.006 Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017). A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. Tourism Management, 58, 51–65. https://doi.org/10.1016/j.tourman.2016.10.001 Xie, K. L., Zhang, Z., & Zhang, Z. (2014). The business value of online consumer reviews and management response to hotel performance. International Journal of Hospitality Management, 43, 1–12. https://doi.org/10.1016/j.ijhm.2014.07.007 Yang, Y., Wang, C.-C., & Lai, M.-C. (2012). Using bibliometric analysis to explore research trend of electronic word-of-mouth from 1999 to 2011. International Journal of Innovation, Management and Technology, 3(4), 337–342. https://doi.org/10.7763/IJIMT.2012.V3.250 Yeap, J. A., Ignatius, J., & Ramayah, T. (2014). Determining consumers’ most preferred eWOM platform for movie reviews: A fuzzy analytic hierarchy process approach. Computers in Human Behavior, 31, 250–258. https://doi.org/10.1016/j.chb.2013.10.034 Yin, D., Bond, S. D., & Zhang, H. (2014). Anxious or angry? Effects of discrete emotions on the perceived helpfulness of online reviews. MIS Quarterly, 38(2), 539–560. https://doi.org/10.25300/MISQ/2014/38.2.10 You, Y., Vadakkepatt, G. G., & Joshi, A. M. (2015). A meta-analysis of electronic word-of-mouth elasticity. Journal of Marketing, 79(2), 19–39. https://doi.org/10.1509/jm.14.0169 Zhao, Y., Xu, X., & Wang, M. (2019). Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews. International Journal of Hospitality Management, 76, 111–121. https://doi.org/10.1016/j.ijhm.2018.03.017 Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics. Journal of Marketing, 74(2), 133–148. https://doi.org/10.1509/jm.74.2.133 Zhu, J., Song, L. J., Zhu, L., & Johnson, R. E. (2019). Visualizing the landscape and evolution of leadership research. The Leadership Quarterly, 30(2), 215–232. https://doi.org/10.1016/j.leaqua.2018.06.003 Zupic, I., & Čater, T. (2015). Bibliometric methods in management and organization. Organizational Research Methods, 18(3), 429–472. https://doi.org/10.1177/1094428114562629