Toggle Main Menu Toggle Search

Open Access padlockePrints

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

Lookup NU author(s): Professor Raffaele Filieri


Full text for this publication is not currently held within this repository. Alternative links are provided below where available.


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.

Publication metadata

Author(s): Filieri R, Alguezaui S, McLeay F

Publication type: Article

Publication status: Published

Journal: Tourism Management

Year: 2015

Volume: 51

Pages: 174-185

Print publication date: 01/12/2015

Online publication date: 04/06/2015

Acceptance date: 06/05/2015

ISSN (print): 0261-5177

ISSN (electronic): 1879-3193

Publisher: Pergamon Press


DOI: 10.1016/j.tourman.2015.05.007

Notes: Dr. Raffaele Filieri was the main contributor to the full production of this article which draws upon research undertaken in a joint research project with Salma Alguezaui and Professor Fraser McLeay


Altmetrics provided by Altmetric