Emerging trends in online reviews research in hospitality and tourism: A scientometric update (2000−2020)

Over the past two decades, the prevalence of online reviews on digital platforms has transformed customers' decision-making process. In the hospitality and tourism industry, hotel managers seek to understand customer satisfaction and preferences to better design managerial and marketing strategies. Hence, it is vital to have a comprehensive understanding of the field of online reviews in hospitality and tourism. This study gives a systematic review of this domain using bibliometric analysis based on 565 articles indexed by the Web of Science Core Collection and published between 2000 and August 2020. The core authors, institutions, journals, and influential works were identified. Additionally, the conceptual evolution and thematic structure of the field were analyzed using keyword co-occurrence and article citation analysis. The thematic structure diagram was presented to give a bird's-eye view of the structure of the whole field. Lastly, this study summarized the gaps in the existing literature and suggested future directions.