Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth

• Published in: Tourism management (1982) Vol. 51; pp. 174 - 185
• Main Authors: Filieri, Raffaele, Alguezaui, Salma, McLeay, Fraser
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.12.2015
• Subjects: Consumer-generated media; Customer satisfaction; Electronic word of mouth; Information quality; Online trust; Recommendation adoption; Website quality; Word of mouth; Recommendation adoption; Word of mouth; Online trust; Information quality; Customer satisfaction; Consumer-generated media; Website quality; Electronic word of mouth
• ISSN: 0261-5177; 1879-3193
• DOI: 10.1016/j.tourman.2015.05.007

The proliferation of fake and paid online reviews means that building and maintaining consumer trust is a challenging task for websites hosting consumer-generated content. This study tests a model of antecedents and consequences of trust for consumer-generated media (CGM). Five factors are proposed for building consumer trust towards CGM: source credibility, information quality, website quality, customer satisfaction, user experience with CGM. Trust is expected to predict recommendation adoption and word of mouth. Data from 366 users of CGM were analyzed through structural equation modeling and the findings show that all the aforementioned factors with the exception of source credibility and user experience influence consumer trust towards CGM. Trust towards a CGM website influences travel consumers' intentions to follow other users' recommendations and fosters positive word of mouth. Findings also show that information quality predicts source credibility, customer satisfaction, and website quality. [Display omitted] •The study tests a model of antecedents and consequences of trust towards consumer-generated media (CGM).•Information quality, website quality, and customer satisfaction influence trust towards CGM.•Information quality predicts source credibility, customer satisfaction, and website quality.•Trust influences consumers' intention to follow other users' advice and to foster positive word of mouth.