Social media marketing in tourism and hospitality

Physical dimension

Summary / review / table of contents

Foreword;
Preface;
Contents;
1 Information and Communication Technologies (ICTs) in Tourism: Concepts and Developments;
Abstract;
1.1 ICTs Developments in Tourism;
1.2 From Web 1.0 to Web 3.0: Concepts and Definitions;
1.3 Social Media Classification;
1.3.1 Collaborative Projects;
1.3.2 Virtual Communities;
1.3.2.1 Micro-Blogging: The Case of Twitter;
1.3.3 Content Communities;
1.3.3.1 Online Pin-boards: The Case of Pinterest;
1.3.4 Social Network Sites;
1.3.4.1 Facebook Corporate Pages;
1.3.5 Virtual Games/Social Worlds;
1.4 The Development of Social Media in Tourism;
References.
2 The Digitization of Word-of-Mouth
Abstract;
2.1 The Concept of Word-of-Mouth;
2.2 Word-of-Mouth and Electronic Word-of-Mouth;
2.3 Electronic Word-of-Mouth Outcomes;
2.4 eWOM Biased Information;
2.5 Dimensions for An Analysis of eWOM;
2.5.1 The Message;
2.5.2 The Communicator;
2.5.3 The Receiver;
2.6 Recommendation Framing;
2.7 Credibility of User-Generated Content;
2.7.1 Reviews, Rankings, and Ratings in the Tourism Sector: The Trip Advisor Experience;
References;
3 Social Media Impacts on Travelers;
Abstract;
3.1 Consumer Behavior in Tourism;
3.2 The Travel Experience.
3.3 Social Media Influence on Travelers' Planning Process
3.3.1 Pre-Trip Phase;
3.3.2 During-Trip Phase;
3.3.3 Post-Trip Phase;
3.4 Sharing Travel Experiences on Social Media;
3.4.1 Tourism Experience and Storytelling;
3.4.2 The Dimensions of Co-Creation through Technology;
3.4.3 Motivations for Sharing Travel Experience;
3.5 Social Media Users;
3.5.1 Lurkers and Posters;
3.5.2 Social Shoppers;
3.5.3 Social Media Users Demographics;
References;
4 Social Media Impacts on Travel Suppliers: Social Media Marketing;
Abstract;
4.1 Recent Developments in the Travel Distribution System.
4.1.1 The Role of Social Media in Travel Distribution
4.1.2 A Focus on Flash Sales and Social Couponing;
4.2 Social Media Approaches for Travel Companies;
4.2.1 A Focus on Customer Engagement;
4.2.2 Social Media Approaches;
4.3 New Ways of Interacting with Customers: From Information to Conversations;
4.3.1 Relationship Marketing;
4.3.2 Online Relationship Marketing;
4.3.3 Customer Relationship Management;
4.3.4 Electronic Customer Relationship Management in Tourism and Hospitality;
4.3.5 Social Media Customer Care;
4.4 Travelers' Engagement by Means of Social Media.
4.4.1 Consumers' Engagement in Online Corporate Blogs
4.4.2 Well Begun Is Half Done: Give a Good Welcome;
4.4.3 Engaging Content on Social Media;
4.4.3.1 Social Media Content Focus and Storytelling;
4.4.3.2 Call Social Media Users to Action;
4.4.3.3 An Investigation on European Hotel Brands Facebook Approaches;
4.5 How to Manage Electronic Word-of-Mouth;
4.5.1 A Focus on Online Travel Reviews: Reply or not to Reply?
4.6 Social Media and Communication;
4.6.1 A Focus on Facebook Advertising Tools;
4.7 Social Media Use within Pricing and Revenue Management;
References.

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