Communication platforms are undergoing a transition from physical to digital spaces. The Internet has radically changed the business scenario wherein people have become the “media” for collaborating to share information. Practitioners have started using electronic word of mouth (eWOM) for consumer insight through text analytics, sentiment, hashtag analytics, and other machine learning tools. Due to the growing importance of the topic as a research area, it is vital to map the research domain. This paper uses performance analysis tools (quantitative and qualitative) and science mapping tools (conceptual and intellectual structures) for literature review and the identification of future research directions. The content analysis of emergent topics and themes offers directions for future researchers. Recommender systems, data mining (artificial intelligence and machine learning), semantics, and sentiment analysis are emergent topics. We contribute to the eWOM literature by canvassing state-of-the-art research and proposing future research directions.

通信平台正在经历从物理空间到数字空间的过渡。互联网已经从根本上改变了人们已经成为协作共享信息的“媒体”的商业场景。从业人员已开始使用电子口碑（eWOM）通过文本分析，情感，主题标签分析和其他机器学习工具来了解消费者。由于该主题作为研究领域的重要性日益增加，因此绘制研究领域至关重要。本文使用性能分析工具（定量和定性）和科学映射工具（概念和智力结构）进行文献综述和确定未来的研究方向。对新兴主题和主题的内容分析为将来的研究人员提供了指导。推荐系统 数据挖掘（人工智能和机器学习），语义和情感分析是新兴话题。我们通过研究最先进的研究并提出未来的研究方向，为eWOM文献做出贡献。