Social Media Strategy And Online Brand Reputation The Luxury Hospitality Case

Cohen, Corine; Chapman, Alexis

doi:10.1007/978-3-319-10912-1_102

Cited by 1 publication

(2 citation statements)

References 18 publications

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“…From another angle, Lin and Lu (2011) studied the motivations of users who engage in social media and revealed that the desire for enjoyable activities, need for information and expansion of social networks are all reasons to use social media networks. In contrast, Cohen and Chapman (2014) showed a different side of social media trends by focusing on the threat posed by negative reviews, which hold far greater weight than positive ones for most users. In particular, luxury hotels, which depend on positive reviews about their high service standards, can greatly suffer from low scores (Cohen and Chapman, 2014).…”

Section: Literature Review and Conceptual Modelmentioning

confidence: 93%

“…In contrast, Cohen and Chapman (2014) showed a different side of social media trends by focusing on the threat posed by negative reviews, which hold far greater weight than positive ones for most users. In particular, luxury hotels, which depend on positive reviews about their high service standards, can greatly suffer from low scores (Cohen and Chapman, 2014). All of those examples highlight the importance and strengths of social media networks for the hospitality industry.…”

Section: Literature Review and Conceptual Modelmentioning

confidence: 93%

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Determinants of hotel social media continued usage

Jung

Dieck

Chung

2018

IJCHM

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Purpose With the emergence of mobile devices, factors such as interaction and ubiquity have become increasingly important in the use of social media networks. However, regarding hotel guests’ use of social media, knowledge about how those factors contribute to guests’ continued social media use remains limited. The purpose of this study is to examine the influence of interaction and ubiquity mediated by trust, benefits and enjoyment on hotel guests’ continued use of social media networks. Design/methodology/approach To examine the hypotheses, a self-administered questionnaire was posted by ten UK hotels on their social media pages. A total of 258 usable data were collected and analyzed using partial least squares analysis. Findings Two social media characteristics – interaction and ubiquity – influenced hotel guests’ continued use of social media via the mediating variables of trust, benefits and enjoyment. Originality/value This study bridges the gap in research regarding intended continued use of social media networks by offering new empirical evidence concerning the determinants of hotel guests’ continued use of social media.

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Section: Literature Review and Conceptual Modelmentioning

confidence: 93%

Section: Literature Review and Conceptual Modelmentioning

confidence: 93%