...al., (2004) defined eWOM as ‘any positive or negative statement made by potential, actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet’ (p.39). Hospitality and Tourism Industry has also been affected by this relatively new eWOM, where former visitors or customers express their opinion on destinations and places they have visited. The purpose of this literature review is to focus on the eWOM, its impact on the Hospitality and Tourism Industry and on the potential benefits it has for businesses and destinations. This review will contain information gathered and analyzed from different peer reviewed articles and studies to support the credibility of this paper. The eWOM in contrast of the traditional WOM has different types of electronic media channels that have an impact upon interpersonal relationships. There are the synchronous type and the asynchronous type, the first one include instant messaging, chatrooms and newsgroups. While asynchronous includes blogs, emails, virtual communities and websites (techdictionary.com, 2006). All these are use to spread experiences and opinions about a product or a place, they can be positive or negative depending on the experience of the author. The eWOM as mentioned in the introduction has a great impact on the Hospitality and Tourism Industry e.g. on choosing a travel destination or hospitality facilities. According to Park, D.H. and Kim (2008) travel...
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............................................... 5 1.5. Competition ....................................................................................................................... 7 1.6. 2. History and Facts about Emirates.................................................................................. 3 Brand Performance.......................................................................................................... 8 Brand Meaning Audit ............................................................................................................. 10 2.1. Web research ................................................................................................................. 10 2.2. Qualitative Research ..................................................................................................... 12 2.3. Quantitative Research??...
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...media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states that social media has been an option for hospitality because it provides opportunities for managing and presenting business content and helps in identifying core values that draw clients and customers to the business. Most companies in this industry have developed strategies to integrate social media efforts with the overall marketing effort. According to Mahmood, the customers who are engaged...
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...media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states that social media has been an option for hospitality because it provides opportunities for managing and presenting business content and helps in identifying core values that draw clients and customers to the business. Most companies in this industry have developed strategies to integrate social media efforts with the overall marketing effort. According to Mahmood, the customers who are engaged...
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...specific for their area of interest, gathering the information needed under a single roof and functioning as an intermediary between prospect travellers and the travel industry. Because of the low barriers of entry, the proliferation of information aggregator sites has created a strong competitive environment, where sites are competing for the attention of customers on the online space. Online customers are characterized as having a short attention span, seeking information on multiple sites, and having a low barrier to switching to alternative sites (Chaffey, 2009). User satisfaction is then essential for the success of an aggregator site, in order to retain customers and to encourage repeated visits to the sites. It is the aim of this paper (mini-project?) to explore the critical success factors for customer satisfaction of accommodation aggregator sites. Accommodation aggregator sites are popular in planning one of the stages of their vacation, and they utilize many of the new applications, which are made possible by the latest technological developments, to provide customized information to the visitors of their site. Specifically, the development of the Web 2.0 has opened up for innovative ways of effectively organizing and delivering information on the...
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...The aim of this paper is to discuss how low cost carriers will continue to impact the airline industry in 2012 and beyond. We will look at the history of the budget airline industry and their consumer targets. As well as analyse what marketing strategies they use that have allowed them to grow so much. A low cost carrier is an airline category defined primarily by low fares but also by a focus on reducing operating costs by eliminating complexity and charge for product elements which go beyond the basic product: the flight. The first budget airline company Southwest Airlines was launched in 1971 in Dallas Texas and turned profitable in 1973. According to the e-magazine Airline Business (2012) research, Southwest Airlines is the biggest domestic airline in USA and is the biggest budget airline in the world by revenue. Ryanair is the second largest low cost carrier with its launch in 1990 In the UK followed by EasyJet and Virgin. In 2001 Ryanair and Easyjet started to offer connections between two airports outside their home which was only possible due to a political decision allowing airlines to turn from more governmentally controlled transport providers to private companies on a free market. LCC became popular since the 1990s because of the low-fares and no-frills service. Compared to the full cost carriers (FCC), more people chose to fly with low cost carriers because they can fly domestically and to more countries. Furthermore, LCC tend to have scheduled flights and...
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...Information and Communication Technologies in Tourism Agenda 1. 1.1 ICT and tourism – introduction Tourism as information business 1.2 2. 2.1 2.2 2.3 2.4 2.5 eTourism – ICT usage in tourism ICT usage in tourism – overview and case studies Tourism stakeholders and interfaces Tourism suppliers and eTourism Intermediaries and eTourism Destination organisations and eTourism Tourism management and eTourism 3. 3.0 3.1 3.2 3.3 3.4 3.5 3.6 3.7 Trends and future applications Social Media & Web 2.0 Website optimisation Interoperability and semantic web Software agents Recommender systems Dynamic packaging Mobile services & ambient intelligence Online auctions in tourism 2 ICT in Tourism © copyright IFITT 1.2 eTourism – ICT usage in tourism Definition and history of eTourism Facts & trends Reasons, advantages and implications of ICT usage ECCA – eTourism Competence Center Austria 3 ICT in Tourism © copyright IFITT 1.2 eTourism – ICT usage in tourism Definition and history of eTourism Facts & trends Reasons, advantages and implications of ICT usage ECCA – eTourism Competence Center Austria 4 ICT in Tourism © copyright IFITT Introduction - ICT ICT - Information and Communication Technologies Umbrella term for technological developments for the Production, analysis, storage, search, distribution and use of information ICT includes a combination of hardware software telecommunications netware groupware humanware ICT enables effective data processing & communication...
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...Alexander Technological Educational Institution of Thessaloniki Course: International entrepreneurship Financial crisis in Tourism |Student: |Professor: | |Mr. Samaras Giannis | November, 2011. Content: 1. Financial crisis in Tourism- Introduction 2 2. How the crisis affects tourism 3 3. A Strategic Approach for the Global Tourism Industry to Overcome the Global Economic Crisis: A 10-Point Plan for Tourism Recovery 5 4. Money-saving trends in tourism 6 5. References 9 1. Financial crisis in Tourism- Introduction Tourism is especially vulnerable to economic uncertainty and volatility for a simple reason. Most travel and tourism involves discretionary expense. During tough economic times people conserve their cash to cover the essentials of life, food, shelter and family necessities. However, this does not mean that tourism stops. The trend that we have learned from past crises whether we refer to past economic crises or the global tourism scare resulting from the events of 9/11 is that people continue to travel but they will travel differently from the way they do during times of economic buoyancy. Those tourism and hospitality businesses which will survive and...
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...To : From : Date : 20th April 2012 Subject : Report Proposal Proposed Report Topic: “The Internet and E-business”. Executive Summary: “In five years’ time, all companies will be Internet companies, or they won’t be companies at all.” - Andy Grove, the chairman of Intel, The Net Imperative, The Economist, June 26 to July 2, 1999. Background: Information technology has transformed the way companies conduct business. Technology allows businesses to automate manual operations and process information much faster. While business technology often is used through personal computers, server storage and point-of-sale or cash register systems, THE MAJOR technological advancement is the Internet, which has created new communication forms and other business methods that companies use when processing financial and business information. Context: Some companies are using the Internet to make direct connections with their customers for the first time. Others are using secure Internet connections to intensify relations with some of their trading partners, and using the Internet’s reach to request quotes or sell off perishable stocks of goods or services by auction. Entirely new companies and business models are emerging in industries ranging from chemicals to road haulage to bring together buyers and sellers in super-efficient new electronic marketplaces. Due to the success of the internet the world has become a much smaller place and people can stay connected, from wherever...
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...Group Research Paper Amenities for Generation Y December 1, 2015 Andrew Walls HTM 561 Hotel Operations Management Group #1 Kenneth Choi 911754238 Gayle Lachica 915008047 Jazmin Martinez 913612640 Jillian Sobol 913786307 Jenny Wang 911562020 Introduction: During the past decade the hospitality industry has grown drastically. People are traveling and spending more than ever. Specifically, Generation Y, also known as the Millennial Generation, has started to surpass the Baby Boomer generation in size. This year, in 2015, it is projected that the Millennials (ages 18-34) will surpass the Baby Boomers (ages 51-69) with a staggering 75.3 million compared to 74.9 million (Fry, 2015). The Millennial Generation have one distinct characteristic that differentiates them from the rest of the generations and that is growing with the technological advancements as fast as they are being developed. Millennials by far have the highest percentage of smartphone usage than any other generation. As a result, Millennials are rated at the top of social media use. This is another aspect previous generations have never had before and that is social media presence instant gratification. Websites such as Yelp, TripAdvisor, AirBnb, and more offer a preview of a service or product. As well offer a reviewing system in which they are able to read the experience of other people. This design highly influences the decisions...
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...Will The Advent of Online Intermediaries Diminish the Need for Travel Agents Totally in the Near Future? Erin Toh Temasek Polytechnic Abstract This paper will focus on the comparison between Retail Travel Agencies (TA) and Online Travel Agents/Intermediaries (OTA); and how the rise of technology has affected the business model and operations of traditional agents. Traditional TA in this paper refers loosely to those with a brick and mortar store, selling travel related services with human touch; while OTA are also selling travel related services, but without a brick and mortar store and solely relies on internet as a selling medium (Bottomley, 1997). The paper will start with an overview of the booming travel industry, followed by the main challenges facing the travel industry, namely labour crunch and human touch, discussed in the context of TA and OTA. An analysis of current consumers behaviour factors as identified by Zhou, Dai, and Zhang (2007), affecting purchase decisions will also be discussed. In addition, traditional TA roles have evolved throughout the years to offer differentiated services in order to keep within the competition. The distribution of travel products has undergone changes and in order to remain competitive, TA must take a page out of OTAs, adapt to technology and online platforms in order not to be rendered obsolete. Keywords: Travel Agents, Technology, Internet, Online Intermediaries, Online agents Will The Advent of Online Intermediaries...
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...of False Reviews on Service Industry Businesses Texas A&M University-Commerce Texas A&M University-Commerce Table of Contents Abstract 3 Chapter 1: Introduction 4 Chapter 2: Review of the Literature 6 Chapter 3: Methodology 11 Chapter 4: Findings 12 Chapter 5: Summary, Conclusions, and Recommendations 14 References 15 Appendix 17 Abstract Online reviews are becoming an increasingly important component in generating a business’s image and reputation. Service industry businesses, particularly those that rely on positive word-of-mouth, are exposed to the negative influence of fake reviews and false ratings. This paper explores the ways that online reviews are manipulated, highlighting the effects of the social and anonymous nature of the Internet and online review sites. Additionally, this paper examines several methods that can be employed to mitigate the long-term impact of false or manipulated reviews, including a brief review of US law, and the monitoring of review sites to ensure that identifiably false reviews are removed. Keywords: online ratings, service industry, review manipulation Online Image and Reputation: Mitigating Negative Impact of False Reviews on Service Industry Businesses Chapter 1: Introduction Background Businesses, especially service industry businesses like hotels, restaurants, and rental agencies, rely on several methods of reaching out to potential customers and expanding their market base. One avenue that...
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...Research Paper: How, When, and Why (possible concerns)flash sale sites be used in lodging industry? HRIM602 Interactive Hospitality Service Marketing 10/30/2012 Qin Bian Executive Summary In the lodging industry, operators typically struggle with excess inventory because of the seasonal nature of consumption. This is further exacerbated at times of economic downturns and market slowdowns. These conditions together combined with the reach of the Internet has spawned a relatively new business model called “flash sales” where websites tie up with suppliers to offer deep discounts to customers based on optimal economies of scale. store the excessive inventory goods by offering deep discounts on everything from luxury fashion to home goods to local services to travel experiences, which represent the fastest growing part of the online retail sector. A recent study showed that up to 20 percent of leisure travelers bought some kind of travel service as a result of a “flash sale” or time-sensitive offer from provider such as a hotels and airlines (YPartnership Report, 2011).With time limits on sales, this trend has generated a whole new market—the online impulse travel deals purchase. For the hotels, the special deals help to fill empty rooms that might be hard to sell because of off season or a room’s undesirable location. Meanwhile, the sales offer travelers an opportunity to learn about a new property or a first try in a high end hotel that would normally beyond their financial...
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...COVER PAGE EXECUTIVE SUMMARY TABLE OF FIGURES TABLE OF CONTENT 1. INTRODUCTION (250) 2.1 History of the resort 2.2 Vision-Mission-Value-Culture 2. SITUATIONAL ANALYSIS 3.3 Stakeholder matrix analysis 3.4 TOWS matrix 3. ISSUES (400) 4.5 Micro issues 4.6 Macro issues 4. SUSTAINABLE PRACTICES (600) 5. IMPACTS (600) 6.7 On the organization (8 JA, 1 Framework) 6.8 On the guest experience (8 JA, 1 Framework) 6. CHALLENGES(400) 7. RECOMMENDATIONS- STRATEGIC PLANNING- Grant Chart(200-250) 8. CONCLUSION (250) APPENDICES 1. INTRODUCTION 1.1 Overview of MGM Resorts International 1986 2000 2010 1986 2000 2010 MGM was incorporated as an company MGM was incorporated as an company MGM Grand and Mirages Resorts was merged into MGM Mirage MGM Grand and Mirages Resorts was merged into MGM Mirage MGM Mirage changed into MGM Resorts International MGM Mirage changed into MGM Resorts International Figure 1. Timeline of MGM Resorts International (Bolton 2014) MGM Resort International (MGM), which is based in Nevada, USA, is one of the global leading companies in hospitality and entertainment industry. (Bolton 2014). It owns and operates 13 properties across the world, some of which are MGM Grand, Bellagio, Mandalay Bay, Mirage and holds 50% investments in four other properties including CityCenter. Besides, MGM has 51% interest in MGM China Holdings Limited owning...
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... Module/Subject Title: Assignment Title: Company: Date due: | BA (Hons) MarketingSandra KernanInternational Marketing/ B8MK106Future of DiningTouch’ In Paris04/04/2016 | N° of words: | 2756 words (excl. Table of Figures, Executive Summary, Table of Contents, Figures, Appendix, Minutes of Meeting, Individual Contribution and References) | Student Names: | | Executive Summary This research paper aims to analyze internal and external factors concerned with the expansion of “Touch’ in Paris” into the Irish market under the name “Touch’ in Dublin”. Internal analysis will give you an insight of what kind of internal issues and obstacles we may encounter. External analysis will focus towards understanding the Irish food industry and will give you an insight of current market conditions. Modes of entry will give you an insight and an explanation of which approach we are suggest to enter the market. Overall, this research paper will guide you through all the analysis that we conducted and will allow you to better understand the risks as well as rewards associated with opening a natural-monopoly business as it is one of a kind. Table of Content Chapter 1: Introduction Chapter 2 : Internal Environment (PRIMEFACT) 1) People8 2) Reputation8 3) Intellectual Property8 4) Market Information9 5) Ethos9 6) Finances9 7) Agility9 8) Collaborators10 9) Talents10 Chapter...
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