Using social network analysis to explain communication characteristics of travel-related electronic word-of-mouth on social networking sites

Social networking sites (SNSs), which are platforms based on user interactions, currently play increasingly important roles in sharing electronic word-of-mouth (eWOM) among tourists. Viewing eWOM communication on SNSs as a network based on the users' social relationships, this study applied social network analysis to examine the communication characteristics of travel-related eWOM on SNSs from the perspective of both ego and whole networks. Results show that travel-related eWOM communication via SNSs relied on existing social relationships, ties of which can be categorized as strong, of middling strength, or weak. Furthermore, the effect of transmitted information was stronger than that of influential decision-making. The communication network studied was found to be structured, loose-knit, flat, and of high centrality. These results enrich current research on the effects of eWOM and provide a dynamic perspective for understanding how eWOM disseminates and influences users through interactions. (C) 2014 Elsevier Ltd. All rights reserved.