Online travel reviews and tourist trust: a SOR perspective

Abstract

Purpose This study aims to examine the impact of online travel reviews (OTR) on tourists’ intention to travel based on the stimulus–organism–response (SOR) model. Further, it explored the mediating effects of tourist trust in OTR. Design/methodology/approach In this direction, this study proposes and empirically validates a conceptual model after collecting data from 299 Indian consumers. Proposed hypotheses were tested by applying the structural equation modelling technique. Bootstrapping method was used for mediation testing. Findings The findings revealed that various attributes of OTR exert differential impacts on travel intention. The study also confirmed the mediating role of tourist trust in OTR. Practical implications This study offers significant practical implications for travel marketers. To capitalize on OTR, travel marketers are recommended to develop an effective and efficient online reviews management system. This will improve the quality, valence, quantity and consistency of OTR, which in turn will enhance tourist trust in OTR, leading to improved travel intention. Originality/value No empirical evidence has been traced on how OTR enhances tourist trust in OTR and their travel intention. In support of this, the present study proposes and empirically validates an extensive model to comprehend the role of various drivers of OTR in improving tourist trust in OTR, leading to enhanced travel intention based on the SOR model.