Role of Electronic Word of Mouth (eWoM) in Shaping Customer Perceptions and Behavioral Intentions in Hospitality Services: An Empirical Study

Electronic Word of Mouth (eWOM) has surfaced as a convincing element impacting user experience and buying intention in the hospitality sector. With the rise in digital infrastructure and evaluation mechanisms, customers highly depend on user-driven content to assess services, minimize improbability and take judicious choices. This paper explores how several components of eWOM like review valence, authenticity, emotional prosody and visual prompts mold the mindset and purpose of the clients towards hospitality services. It also analyses the facilitating role of element like user experience, trust, ethnic contrasts and technical knowledge. The results identify that the praise and criticism notably impact on customer feedback with trust and perceived value functioning as key factor is decision-making. Additionally, factors like review depth, credibility and company awareness increase the impact of eWOM. The study points out that the calculated significance of handling virtual feedback and utilizing eWOM to improvise client experience, brand value and market edge in the hospitality industry. A sample of 297 was collected to find the result of the study. The factor studying the Role of Electronic Word of Mouth (eWoM) in Shaping Customer Perceptions and Behavioral Intentions in Hospitality Services are Source Credibility, Review Quality, Emotional Content and Visual Content. The study concludes that there is significant of Electronic Word of Mouth (eWoM) in Shaping Customer Perceptions and Behavioral Intentions