This book brings together cutting edge research and applications of social media and related technologies, their uses by consumers and businesses in travel, tourism and hospitality.
The first section addresses topical issues related to how social media influence the operations and strategies of tourism firms and help them enhance tourism experiences: open innovation, crowdsourcing, service-dominant logic, value co-creation, value co-destruction and augmented reality. The second section of the book looks at new applications of social media for marketing purposes in a variety of tourism-related sectors, addressing crowd-sourced campaigns, customer engagement and influencer marketing. The third section uses case studies and new methodologies to analyze travel review posting and consumption behaviors as well as the impact of social media on traveller perceptions and attitudes, with a focus on collaborative consumption and sharing economy accommodation. Finally, the fourth section focuses on hot topics and issues related to the analysis, interpretation and use of online information and user-generated content for deriving business intelligence and enhancing business decision-making.
Written by an international body of well-known researchers, this book uses fresh theoretical lenses, perspectives and methodological approaches to look at the practical implications of social media for tourism suppliers, destinations, tourism policy makers and researchers alike. For these reasons, it will be a valuable resource for students, managers and academics with an interest in information and communication technologies, marketing for tourism and hospitality, and travel and transportation management.
Lists of figures
List of tables
List of contributors
Introduction to Part 1: Social media applications for co-creating customer value and experience
Service-dominant logic in the social media landscape: New perspectives on experience and value co-creation
Value co-destruction in service ecosystems: findings from TripAdvisor
Tourist-driven innovations in social media: an opportunity for tourism organisations
Enhancing Wearable Augmented Reality Visitor Experience through Social Media: A Case Study of Manchester Art Gallery
More than a technical feature: Insights into Augmented Reality with social media integration in the travel industry
Introduction to Part 2: Marketing using social media applications and concepts
Social Media and Destination Marketing
A New Cultural Revolution: Chinese Consumers’ Internet and Social Media Use
Crowdsourcing in Travel, Tourism and Hospitality: practical cases and possibilities
Facebook Marketing by Hotel Groups: Impacts of Post Content and Media Type on Fan Engagement
Influencer Marketing in Travel and Tourism
Introduction to Part 3: Social media: Travellers’ behaviour
e-WOM Engagement: Is it Worth Talking Only About Posters and Lurkers?
The Influence of Reviewer Identity Verification on the Online Reputation of Hotels
Airbnb as a new disruptive model in tourism: Analysing its competitive potential based on online travel reviews
Collaborative Consumption as a feature of Gen-Y Consumers: Rethinking Youth Tourism Practices in the Sharing Economy
Have Social Networks Changed Travellers’ Waiting Experience? An Exploratory Study on the Airport Sector
Introduction to Part 4: Market research, business intelligence, and social media analytics
Sentiment Analysis: A Review
Social Media Analysis from a Communication Perspective. The Case of the Argumentative Analysis of Online Travel Reviews
Measuring Visitor Satisfaction with a Cultural Heritage Site: Social Media vs. Onsite Surveys
Business Intelligence for destinations: Creating knowledge from social media
Community Characteristics in Tourism Twitter Accounts of European Countries