Advances in Social Media for Travel, Tourism and Hospitality New Perspectives, Practice and Cases

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.

Contents Lists of figures List of tables List of contributors Introduction Marianna Sigala Ulrike Gretzel Introduction to Part 1: Social media applications for co-creating customer value and experience Marianna Sigala Barbara Neuhofer and Dimitrios Buhalis Service-dominant logic in the social media landscape: New perspectives on experience and value co-creation Marianna Sigala Value co-destruction in service ecosystems: findings from TripAdvisor Astrid Dickinger and Lidija Lalicic Tourist-driven innovations in social media: an opportunity for tourism organisations Timothy Jung and M. Claudia tom Dieck Enhancing Wearable Augmented Reality Visitor Experience through Social Media: A Case Study of Manchester Art Gallery Barbara Keller, Michael Möhring and Rainer Schmidt 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 Ulrike Gretzel Ahmet Bulent Ozturk, Saba Salehi-Esfahani, Anil Bilgihan and Fevzi Okumus Social Media and Destination Marketing Jing Ge and Ulrike Gretzel A New Cultural Revolution: Chinese Consumers’ Internet and Social Media Use Fernando J. Garrigos-Simon, Yeamduan Narangajavana, Silvia Sanz-Blas, and Javier Sanchez-Garcia Crowdsourcing in Travel, Tourism and Hospitality: practical cases and possibilities Kyung-Hyan Yoo and Woojin Lee Facebook Marketing by Hotel Groups: Impacts of Post Content and Media Type on Fan Engagement Ulrike Gretzel Influencer Marketing in Travel and Tourism Introduction to Part 3: Social media: Travellers’ behaviour Ulrike Gretzel Wafa Hammedi and Justine Virlée e-WOM Engagement: Is it Worth Talking Only About Posters and Lurkers? Eduardo Parra López and Desiderio Gutiérrez Taño The Influence of Reviewer Identity Verification on the Online Reputation of Hotels Ricardo J. Díaz Armas, Desiderio Gutiérrez Taño and Francisco J. García Rodríguez Airbnb as a new disruptive model in tourism: Analysing its competitive potential based on online travel reviews Wided Batat and Wafa Hammedi Collaborative Consumption as a feature of Gen-Y Consumers: Rethinking Youth Tourism Practices in the Sharing Economy Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni and Marianna Sigala 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 Marianna Sigala Jing Ge, Marisol Alonso Vazquez and Ulrike Gretzel Sentiment Analysis: A Review Silvia De Ascaniis, Lorenzo Cantoni Social Media Analysis from a Communication Perspective. The Case of the Argumentative Analysis of Online Travel Reviews Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni Measuring Visitor Satisfaction with a Cultural Heritage Site: Social Media vs. Onsite Surveys Matthias Fuchs, Wolfram Höpken, Maria Lexhagen Business Intelligence for destinations: Creating knowledge from social media Kostas Zafiropoulos, Konstantinos Antoniadis Vasiliki Vrana Community Characteristics in Tourism Twitter Accounts of European Countries Conclusion Ulrike Gretzel Marianna Sigala Index

Ulrike Gretzel is a Visiting Professor in the Annenberg School of Communication and Journalism at the University of Southern California. She received her PhD in Communication from the University of Illinois in Urbana-Champaign. Her research focuses on persuasion in human-computer interaction, social media, technology adoption, intelligent system design and smart tourism. Marianna Sigala is a Professor at the University of South Australia. Her interests include service management, Information and Communication Technologies (ICT) in tourism and hospitality, and e-learning. She is currently the editor of the Journal of Service Theory & Practice and the Journal of Hospitality & Tourism Cases. She is a past President of EuroCHRIE and has served on the Board of Directors of I-CHRIE, IFITT and HeAIS.