HTMi, Hotel and Tourism Management Institute Switzerland

The Influences of Electronic Word- Of-Mouth and Social Media on Tourists Decision-Making Process in Deciding Tourism Destinations

Helen Pham ( Pham Thu Hien)
Diploma 2
Table of Contents

Chapter 1 Introduction........................................................................3
Chapter 2 Literature Review................................................................3
2.1 Theorical Framework.......................................................................3
2.1.1 Social Media....................................................................................4
2.1.2 The eWOM ( Electronic Word Of Mouth)…………………………………………………….5
2.1.3 Decision-Making Process...................................................................6
2.2 The influence of Social media and electronic word of mouth on consumer decision-making process of Tourism Destination……………….8
2.2.1 The Impacts of Social Media on Tourists’ Decision-making Process of Tourists..................................................................................................8
2.2.2 eWOM ( Electronic Word-of-mouth) effect in the tourist purchase decision making process on destination of choice……………………………………………………………..9

Chapter 3 Conclusion and Recommendations……………………………….11

References…………………………………………………………………………………12

List of Figures:
Figure 1: Isra Garcia (2010) Social Media Integration Theory Model
Figure 2: Kotler (2005) Decision-making process model
Figure 3: Degree of trusts in advertising (Nielsen, 2009).

Chapter 1 Introduction

Social Media nowadays has became an approach for marketers attract consumers, not only the marketers but also Internet users can use social media to communicate and interact with others in order to share their experiences, reviews about products or services. They give feedback to the