How Social Media are Changing Hospitality Communications

Authors

  • Susana Wichels Universidade de Coimbra

DOI:

https://doi.org/10.37467/gka-revtechno.v3.1185

Keywords:

Tourism Communication, Social Media, Tourism 2.0, Hospitality Communication

Abstract

The new information and communication technologies (ICT),in particular Social Media like TripAdvisor, Face-book or Twitter are changing flows, processes and tools in Tourism Communication. Considering that traditional communi-cation tools and strategies are becoming less and less effective, ICT are encouraging new communication practices and influencing consumer behaviour. Several studies from the perspective of the reception have been published in recent years on the impact of Social Media in Tourism, therefore we thought to develop a study from the perspective of production. We approach the features and peculiarities of the impact of 2.0 platforms in Tourism Communication and we present as a case study the communication strategy of Long Beach Hotel, Sun Resorts in Mauritius Islands.

References

Albacete-Sáez, C. A. y Herrera Fernández, M. (2012). Las tecnologías de la información y comunicación en el sector turístico: una aproximación al uso de las redes sociales. Madrid: Universitaria Ramón Areces.

Alves, L. (2010). “ Aplicações das Redes Sociais e das Mídias Locativas na Comunicação do Turismo” in C. Costa, Revista Turismo & Desenvolvimento 14, pp. 853-860. Aveiro: Universidade de Aveiro.

Baldissera, R. (2010) “ Comunicação turística: a comunicação das Secretarias Municipais de Turismo da Rota Romântica, Vale do Sinos e Vale do Paranhana”. Revista Online Comunicação e Cultura 9(17).

Borja S., L. y Gomis, J. M. (2009). El nuevo paradigma de la intermediación turística. Madrid: Ediciones Piramide.

Borja, L.; Andreu, J.C.; Bosch, R.C. (2002). El Consumidor Turístico. Madrid: Escuela Superior de Gestión Comercial y Marketing Editorial.

Buhalis, D. (2003). E-Tourism: Information technology for strategic tourism Management. Harlow: Financial Times - Prentice Hall – Pearson Education.

Buhalis, D. y Law, R. (2008). “ Progress in Information Technology and Tourism Management: 20 years on and 10 years after the Internet. The state of eTourism Research”. Tourism Management 29(4). pp 609 - 623. DOI: https://doi.org/10.1016/j.tourman.2008.01.005

Burguess, L. y Kerr, G. (2012). “Australian Traveller’s Use of the Internet: Understanding Austr alian Online Planning and Booking Behaviour”. Presentado en el 8th Annual International Conference on Tourism, Atenas, 11-14 June 2012.

Carr, N. (2011) The Shallows: How the Internet is changing the way we think, read and remember. New York: W.W. Norton.

Castells, M. (2006). A Sociedade em rede. Vol.I. Portugal: Fundação Calouste Gulbenkian.

Cho, Y., y Fesenmaier, D. R. (2001). “ A new paradigm for tourism and electronic commerce: Experience marketing using the virtual tour”, Tourism Management 29, pp. 351– 370.

Edelman, Edelman Trust Report (2013). Retrieved from: http://www.edelman.com/insights/intellectual-property/trust-2013/ [última consulta: enero 2014]

Forrester, Research (2009). Defining Earned Owned and Paid Media, retrieved from: http://blogs.forrester.com/interactive_marketing/2009/12/defining-earned-owned-and-paidmedia.html [última consulta: enero 2014]

Garín-Muñoz, T. Pérez-Amaral, T. (2011). “ Internet usage for travel and tourism: the case of Spain” . Tourism Economics 17 (5), pp.1071-1085. DOI: https://doi.org/10.5367/te.2011.0080

Habermas, J. (1993). Técnica e Ciência como Ideologia. Lisboa: Edições 70.

Hauerwas, S. y Burrel, D. (1977). “ From system to story: An alternative pattern for rationality in ethics” in Hauerwas, S. [ed.] Truthfulness and tragedy. Notre Dame: University of Notre Dame Press, pp. 15-39.

Hays, S., Page, S.J., y Buhalis, D. (2012). “ Social Media as a destination marketing tool: its use by national tourism organizations”. Current issues in Tourism , pp. 1-29.

Hoffman, D. L y Novak, T.P. (1996). “ Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations” in Journal of Marketing 40 (July), pp. 50– 68. DOI: https://doi.org/10.1177/002224299606000304

Horsle, P.B. (2005) “ Strategical Communication as a method” . Comunicação e Sociedade 8 (2005) Braga: Campo das Letras, Universidade do Minho. DOI: https://doi.org/10.17231/comsoc.8(2005).1179

Kotler, P. y Keller, K. L. (2006). Dirección de Marketing [12ª ed.] México: Pearson Educación.

Levy, P. (2000) Cibercultura. Portugal: Piaget.

Lumsdon, L. (1997). Tourism Marketing. Oxford: International Thomson Business Press.

Manovich, L. (2001). The Language of New Media. London: MIT Press. DOI: https://doi.org/10.22230/cjc.2002v27n1a1280

McKinsey, G.I. (2012). The social economy: Unlocking value and productivity through social Technologies. New York: McKinsey & Company.

Nielsen (2012) Global Trust in Advertising and Brand Messages retrieved from: http://www.nielsen.com/us/en/reports/2012/global-trust-in-advertising-and-brand-messages.html [última consulta: enero 2014]

O’Connor, P. (2011) . “ An Analysis of the use of Facebook by International Hotel Chains”. Prese ntado en el International Council Hotel, Restaurant and Institucional Education – CHRIE Conference, Denver: USA.

Pons, J. (2007). Introducción a Travel 2.0 y ultimas tendencias en la innovación hotelera. Palma de Mallorca: Instituto Tecnológico Hotelero.

Saramago, J. (2004). “ O Excesso de Informação e a Ignorância” in La Jornada, 2010 [periódico]

Schiffman, L.G y Gaccione, V. (1974) “ Opinion leaders in Institutional Markets” . Journal of Marketing nº 38, pp.49-53. DOI: https://doi.org/10.1177/002224297403800210

Seabra, C. (2003). “ Os Comportamentos de Procura de Informação Turística” Tese de Mestrado, Instituto Superior de Ciências do Trabalho e da Empresa, ISCTE.

Shih, C. (2011). The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff [2nd. Ed.] Prentice Hall.

Solomon, M. R.; Duke, L. C.; y Nizan, A. (2012). Consumers and the Communications Process: SS+K Gets to Know Its Consumers in Advertising Campaigns: Start to Finish (v. 1.0), Online Edition: Flat World Knowledge.

Stankov, U. (2010). “ The extent of use of Basic Facebook user-generated content by the national tourism organizations in Europe” . European Journal of Tourism Research 3(2), pp. 105 - 113. DOI: https://doi.org/10.54055/ejtr.v3i2.51

Tocquer, G. y Zins, M. (1999). Marketing do Turismo. Lisboa: Instituto Piaget.

Toffler, A. y Toffler, H. (2006). Revolutionary Wealth. New York: Random House. DOI: https://doi.org/10.1111/j.1540-5842.2006.00818.x

UNWTO: United Nations World Tourism Organization (2013) Annual Report 2012. Madrid.

UN: Development (2013). Final Report 2012. Rio de Janeiro: UNWTO http://www.uncsd2012.org/content/documents/814UNCSD%20REPORT%20final%20revs.pdf

Vermeulen, I. E. y Seegers, D. (2009) “ Tried and Tested: the impact of online hotel reviews on consumer consideration” . Tourism Management 30 (1), pp. 123-127. DOI: https://doi.org/10.1016/j.tourman.2008.04.008

Weinmann, G. (1994). The Influentials: People Who Influence People. Albany: State University of New York Press.

Wichels, S. (2013a). “ El TripAdvisor y el comportamiento de planificación y reservas de los portugueses”. La Sociedad ruido / Entre el dato y el grito / Cuadernos Artesanos de Comunicación nº 53, La Laguna, Tenerife, España [Comunicación]

Wichels, S. (2013b). “ Nuevos desafíos en Relaciones Públicas 2.0: La creciente influencia de las plataformas de online review en Turismo/ New Challenges in Public Relations 2.0: The growing influence of online review platforms in Tourism” . Revista Internacional de Relaciones Públicas Vol. IV(7), pp. 197-216. DOI: https://doi.org/10.5783/RIRP-7-2014-12-197-216

Wolf, M. (1999). Teorias da Comunicação [5ª Ed.] Lisboa: Editorial Presença.

Xiang, Z. y Gretzel, U. (2010). “ Role of Social Media in online travel information search” in Tourism Management 31 (2), pp. 179 - 188. DOI: https://doi.org/10.1016/j.tourman.2009.02.016

Downloads

Published

2016-06-16

How to Cite

Wichels, S. (2016). How Social Media are Changing Hospitality Communications. TECHNO REVIEW. International Technology, Science and Society Review /Revista Internacional De Tecnología, Ciencia Y Sociedad, 3(2), 11–24. https://doi.org/10.37467/gka-revtechno.v3.1185

Issue

Vol. 3 No. 2 (2014)

Section

Research articles

License

Those authors who publish in this journal accept the following terms:

  1. Authors will keep the moral right of the work and they will transfer the commercial rights.
  2. After 1 year from publication, the work shall thereafter be open access online on our website, but will retain copyright.
  3. In the event that the authors wish to assign an Creative Commons (CC) license, they may request it by writing to publishing@eagora.org