Abstract
The emergence and popularisation of social media has revolutionised the way in
which businesses interact with customers, with the tourism industry being no exception. This
paper evaluates current research relating to social media usage in the tourism industry.
Furthermore, it argues how a customer engagement perspective can aid tourism providers in
their relationship management efforts. A review of the literature suggests that only limited
research has been undertaken on how the use of social media can be particularly impactful on
the customer engagement activities of tourist providers. Ultimately, this paper seeks to
provide a valuable contribution to the tourism industry by proving that customer engagement
cycle can be used as a tool to understand the role of social media in the tourism industry and
assist further research within this field.
which businesses interact with customers, with the tourism industry being no exception. This
paper evaluates current research relating to social media usage in the tourism industry.
Furthermore, it argues how a customer engagement perspective can aid tourism providers in
their relationship management efforts. A review of the literature suggests that only limited
research has been undertaken on how the use of social media can be particularly impactful on
the customer engagement activities of tourist providers. Ultimately, this paper seeks to
provide a valuable contribution to the tourism industry by proving that customer engagement
cycle can be used as a tool to understand the role of social media in the tourism industry and
assist further research within this field.
| Original language | English (Ireland) |
|---|---|
| Title of host publication | Irish Academy of Management, Doctoral Colloquium |
| Subtitle of host publication | Queen’s University Belfast, 2017 |
| Publication status | Published - 2017 |