social media in tourism and hospitality a literature review

• Help & FAQ

Social Media in Tourism and Hospitality: A Literature Review

• School of Hospitality Management

Research output : Contribution to journal › Review article › peer-review

Being one of the "mega trends" that has significantly impacted the tourism system, the role and use of social media in travelers' decision making and in tourism operations and management have been widely discussed in tourism and hospitality research. This study reviews and analyzes all extant social media-related research articles published in academic journals during 2007 to 2011, mainly in tourism and hospitality fields. Based on a content analysis on the analyzed articles from both the consumers' and the suppliers' perspectives, this article found that consumer-centric studies generally focused on the use and impact of social media in the research phase of the travelers' travel planning process. Supplier-related studies have concentrated closely on promotion, management, and research functions, but few discussed product distribution. Research findings thoroughly demonstrate the strategic importance of social media for tourism competitiveness. This study also contributes to the academia and industry by identifying some research voids in extant research and providing an agenda for future research.

All Science Journal Classification (ASJC) codes

• Tourism, Leisure and Hospitality Management

Access to Document

• 10.1080/10548408.2013.750919

Other files and links

• Link to publication in Scopus
• Link to the citations in Scopus

Fingerprint

• social media Earth & Environmental Sciences 100%
• Literature Review Business & Economics 92%
• Tourism and Hospitality Business & Economics 91%
• literature review Earth & Environmental Sciences 80%
• tourism Earth & Environmental Sciences 71%
• Social Media Business & Economics 66%
• Tourism Business & Economics 40%
• Travellers Business & Economics 39%

T1 - Social Media in Tourism and Hospitality

T2 - A Literature Review

AU - Leung, Daniel

AU - Law, Rob

AU - van Hoof, Hubert

AU - Buhalis, Dimitrios

N1 - Funding Information: Daniel Leung (E-mail: [email protected]) and Rob Law (E-mail: [email protected]) are in the School of Hotel and Tourism Management at The Hong Kong Polytechnic University, 17 Science Museum Road, Hung Hom, Hong Kong SAR, China. Hubert van Hoof is in the School of Hospitality Management at The Pennsylvania State University in University Park, PA, USA (E-mail: [email protected]). Dimitrios Buhalis is in the International Centre for Tourism and Hospitality Research of the School of Tourism at Bournemouth University in Poole, Dorset, UK (E-mail: [email protected]). The authors would like to thank the anonymous reviewers for their constructive comments on improving an early version of this article. This project was partly supported by a research grant funded by the Hong Kong Polytechnic University. Address correspondence to: Daniel Leung at the above address.

PY - 2013/1

Y1 - 2013/1

N2 - Being one of the "mega trends" that has significantly impacted the tourism system, the role and use of social media in travelers' decision making and in tourism operations and management have been widely discussed in tourism and hospitality research. This study reviews and analyzes all extant social media-related research articles published in academic journals during 2007 to 2011, mainly in tourism and hospitality fields. Based on a content analysis on the analyzed articles from both the consumers' and the suppliers' perspectives, this article found that consumer-centric studies generally focused on the use and impact of social media in the research phase of the travelers' travel planning process. Supplier-related studies have concentrated closely on promotion, management, and research functions, but few discussed product distribution. Research findings thoroughly demonstrate the strategic importance of social media for tourism competitiveness. This study also contributes to the academia and industry by identifying some research voids in extant research and providing an agenda for future research.

AB - Being one of the "mega trends" that has significantly impacted the tourism system, the role and use of social media in travelers' decision making and in tourism operations and management have been widely discussed in tourism and hospitality research. This study reviews and analyzes all extant social media-related research articles published in academic journals during 2007 to 2011, mainly in tourism and hospitality fields. Based on a content analysis on the analyzed articles from both the consumers' and the suppliers' perspectives, this article found that consumer-centric studies generally focused on the use and impact of social media in the research phase of the travelers' travel planning process. Supplier-related studies have concentrated closely on promotion, management, and research functions, but few discussed product distribution. Research findings thoroughly demonstrate the strategic importance of social media for tourism competitiveness. This study also contributes to the academia and industry by identifying some research voids in extant research and providing an agenda for future research.

UR - http://www.scopus.com/inward/record.url?scp=84874605741&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84874605741&partnerID=8YFLogxK

U2 - 10.1080/10548408.2013.750919

DO - 10.1080/10548408.2013.750919

M3 - Review article

AN - SCOPUS:84874605741

SN - 1054-8408

JO - Journal of Travel and Tourism Marketing

JF - Journal of Travel and Tourism Marketing

Academia.edu no longer supports Internet Explorer.

To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to  upgrade your browser .

Enter the email address you signed up with and we'll email you a reset link.

• We're Hiring!
• Help Center

Social Media in Tourism and Hospitality: A Literature Review

2013, Journal of Travel & Tourism Marketing

Related Papers

Handbook of Research on Global Hospitality and Tourism Management

Dirisa Mulindwa

Tourism Management Perspectives

Rolf Gerritsen

Professor Dimitrios Buhalis

Daniel Leung , Rob Law , Hubert van Hoof & Dimitrios Buhalis (2013): Social Media in Tourism and Hospitality: A Literature Review, Journal of Travel & Tourism Marketing, 30:1-2, 3-22 ABSTRACT. Being one of the “mega trends” that has significantly impacted the tourism system, the role and use of social media in travelers’ decision making and in tourism operations and management have been widely discussed in tourism and hospitality research. This study reviews and analyzes all extant social media-related research articles published in academic journals during 2007 to 2011, mainly in tourism and hospitality fields. Based on a content analysis on the analyzed articles from both the consumers’ and the suppliers’ perspectives, this article found that consumer-centric studies generally focused on the use and impact of social media in the research phase of the travelers’ travel planning process. Supplier-related studies have concentrated closely on promotion, management, and research functions, but few discussed product distribution. Research findings thoroughly demonstrate the strategic importance of social media for tourism competitiveness. This study also contributes to the academia and industry by identifying some research voids in extant research and providing an agenda for future research.

Joy Susantha

The importance of social media is growing in the realm of the tourism industry. More and more researchers are undertaking studies in the areas of the impact of social media on the tourism industry. The aim of this study is to understand this growing importance f social media in the tourism industry and to understand the impact of social media in the tourism industry. The purpose is to understand the future role of social media in the years to come on the tourism industry so that it benefits the tourism industry and the tourists globally. The leveraging of social media to the tourism products has proved to be a good strategy in improving not only the quality of the business but also the revenues of the tourism industry at large. A study has been undertaken of the research that has been done in the use of social media and the impact of social media in the tourism industry. The purpose is to encourage the use of social media in the businesses related to and in the tourism industry.

Kyung-Hyan (Angie) Yoo

The Sage Handbook of Tourism Management

Ulrike Gretzel

Social media have penetrated all aspects of tourism and have led to fundamental changes in the way tourism experiences are planned, consumed, evaluated and marketed. This chapter provides a detailed portrait of the social media landscape and its users, and sketches out the various roles social media play in tourism. Importantly, it discusses social media impacts from both the consumer and the business perspective and suggests that social media provide significant research opportunities but also substantial challenges in terms of methods, ethics and data quality. It concludes with a call for more refined and systematic approaches to social media research to continuously inform theoretical and practical understandings of their nature and effects. Keywords: Social media; user-generated content; affordances; business models; travel experience; co-creation; social media marketing; reputation economy; big data analytics; customer relationship management.

Annals of Tourism Research

Maria Banyai

ijetrm journal

Ijetrm Journal

Tourism is a booming industry that enables people to explore, experience, and enjoy destinations and cultures other than their own [1]. That in the field of tourism, the literature on destination branding has reached a consensus about the importance of image and its effects on behavior [2]. In this era, accessing social media have turned into a valuable instrument to support awareness in both financial and business ways of the travel industry. Where these availability uses to help increase the population growth in the tourism industry, yet it could also make the situation worse. This research will examine how the term social media is utilizing in the region of the travel industry. Using comparison to define how social media effect tourism in both positive and negative ways.

Honoria Samson

Social media has been playing a great role in our every day's life and in every industry, it plays a crucial role in one or other way. Tourism industry also as it helps in easy decision making for individual/traveler through the information available on different social networking platform. This paper provides a conceptual framework-'how social media is playing a crucial role in framing individual preference and choice while making travelling decision'. The study states that individual rely more on experience and reviews shared by other individual rather than media advertisement or tourism websites as well it has been a great source of information for travelers to make a better choice regarding particular destination. It states that social media has been a great basis for brand building and recognition and social media plays a substantial role in stimulating traveler's decision.

Claire Newton

RELATED PAPERS

Edilson Reis Rodrigues Kato

WUT Journal of Transportation Engineering

Andrzej Kochan

Ryszard Bugno

Journal of the Optical Society of America A

EDUARDO BARBOSA

Rainer Herrn

Ahmed HOSNI

Pak J Neurol Sci

muhammad Salman

massimiliano saccone

Solomon Odafe

Heron Sergio Moreira Begnis

AJNR. American journal of neuroradiology

Turgut Tali

warjiyono warjiyono

International Journal for Parasitology

Paolo Lucchesi

Quintín Martín Martín

Journal of Diabetes and its Complications

Maria Shubina

Nuclear Physics B - Proceedings Supplements

Maria Benedetta Barbaro

Rosa Maria Paniccia

Pamela Bonaccini

Mutation Research/Genetic Toxicology and Environmental Mutagenesis

Michela Ballardin

Mediterranean journal of social sciences

Mehrdad Mazaheri

Magnetic Resonance in Medicine

Monique Bernard

Lisbety Bernal Díaz

La Tribuna de Cuenca

Marco Antonio de la Ossa Martínez

Gholamreza pourshahbazi

Biology and Medicine

Mohamed Adam

See More Documents Like This

RELATED TOPICS

•   We're Hiring!
•   Help Center
• Find new research papers in:
• Health Sciences
• Earth Sciences
• Cognitive Science
• Mathematics
• Computer Science
• Academia ©2024

Social media in tourism and hospitality : a literature review

718  citations

455  citations

438  citations

432  citations

View 3 citation excerpts

Cites background or methods from "Social media in tourism and hospita..."

... Meanwhile, this study fills the gap indicated by Leung et al. (2013): that the extant literature does not examine the impact of each type of social media on travelers’ purchase decisions. ...

... A data-driven pattern is the most common structure as many researchers prefer using secondary data or applying empirical approaches to test or explore theoretical assumptions (Leung et al., 2013). ...

... Second, keywords for data screening were identified following Leung et al. (2013). ...

343  citations

13,932  citations

View 3 reference excerpts

"Social media in tourism and hospita..." refers background in this paper

... As defined by Kaplan and Haenlein (2010) as well as Xiang and Gretzel (2010), social media are a group of Internet-based applications that exist on the Web 2.0 platform and that enable Internet users from all over the world to interact, communicate, and share ideas, thoughts, experiences,… ...

... As defined by Kaplan and Haenlein (2010) as well as Xiang and Gretzel (2010), social media are a group of Internet-based applications that exist on the Web 2. ...

... All users can actively participate in the generation or enrichment of content (Kaplan & Haenlein, 2010). ...

3,551  citations

View 1 reference excerpt

... Kim and Hardin (2010) proposed that virtual world technologies can provide tourism and hospitality managers with social networking opportunities and servicescape experiences. ...

3,073  citations

2,672  citations

View 4 reference excerpts

... Alike other review studies in different research areas (e.g., Buhalis & Law, 2008; Jang & Park, 2011), this study only analyzed full-length articles published in refereed academic journals, mainly in the tourism and hospitality fields. ...

... In a review of 149 eTourism studies in a 20-year period from 1998 to 2007, Buhalis and Law (2008) exhibited the ubiquity and status quo of information technology in tourism marketing and management. ...

... The continuous development of information and communication technologies (ICTs) during the last decade has had profound implications for the entire tourism industry (Buhalis & Law, 2008). ...

... …in tourism and hospitality were identified and gathered from Science Direct (http://www.sciencedirect.com), EBSCOHost (http://search.ebscohost.com), and Google Scholar (http://scholar.google.com.hk)—three of the largest and most popular online databases and search engines (Buhalis & Law, 2008). ...

2,531  citations

View 5 reference excerpts

... In examining the likelihood that online travelers come across social media content during a web search process, Xiang and Gretzel (2010) reported that social media constituted more than one-tenth of the search results. ...

... …has been regarded as a credible and important information source for travel planning, it is reasonable to find most of the previous social media-related studies focused on the research phase, particularly the information search process, of a travel planning process (e.g., Xiang & Gretzel, 2010). ...

... …2006, p. 30), some recent studies have suggested that social media play an important role not only for consumers in travel information search but also as a tourism marketing tool (Chan & Denizci Guillet, 2011; Huang, 2011; Inversini, Cantoni, & Buhalis, 2009; Munar, 2010; Xiang & Gretzel, 2010). ...

... Being one of the two “mega trends” that can significantly impact the tourism system (the other one being search engines; Xiang & Gretzel, 2010), social media have been widely adopted by travelers to search, organize, share, and annotate their travel stories and experiences through blogs and… ...

Related Papers (5)

Ask Copilot

Related papers

Contributing institutions

Related topics

To read this content please select one of the options below:

Please note you do not have access to teaching notes, social media analytics in hospitality and tourism: a systematic literature review and future trends.

Journal of Hospitality and Tourism Technology

ISSN : 1757-9880

Article publication date: 28 October 2019

Issue publication date: 21 November 2019

The purpose of this paper is to provide a review of hospitality and tourism studies that have used social media analytics to collect, examine, summarize and interpret “big data” derived from social media. It proposes improved approaches by documenting past and current analytic practice addressed by the selected studies in social media analytics.

Design/methodology/approach

Studies from the past 18 years were identified and collected from five international electronic bibliographic databases. Social media analytics-related terms and keywords in the titles, keywords or abstracts were used to identify relevant articles. Book chapters, conference papers and articles not written in English were excluded from analysis. The preferred reporting items for systematic reviews and meta-analyses (PRISMA) guided the search, and Stieglitz and Dang-Xuan’s (2013) social media analytics framework was adapted to categorize methods reported in each article.

The research purpose of each study was identified and categorized to better understand the questions social media analytics were being used to address, as well as the frequency of each method’s use. Since 2014, rapid growth of social media analytics was observed, along with an expanded use of multiple analytic methods, including accuracy testing. These factors suggest an increased commitment to and competency in conducting comprehensive and robust social media data analyses. Improved use of methods such as social network analysis, comparative analysis and trend analysis is recommended. Consumer-review networks and social networking sites were the main social media platforms from which data were gathered; simultaneous analysis of multi-platform/sources of data is recommended to improve validity and comprehensive understanding.

Originality/value

This is the first systematic literature review of the application of social media analytics in hospitality and tourism research. The study highlights advancements in social media analytics and recommends an expansion of approaches; common analytical methods such as text analysis and sentiment analysis should be supplemented by infrequently used approaches such as comparative analysis and spatial analysis.

本文对酒店旅游学科中采用社交媒体数据分析的文献进行梳理。本文通过审阅其相关分析方法的文献来提出分析方法的改进策略。

样本数据包括过去18年中五个国际在线文献索引库中的文献。搜索通过标题、关键词、或者摘要中出现社交媒体数据分析等相关字样的文章。书章节、会议文章、以及非英文文章未被收录在索引中。系统回顾和文献综述的方法（PRISMA）指导本文文献索引, Stieglitz和Dang-Xuan（2013）社交媒体数据分析框架作为本文文献分类的方法。

本文汇报了每篇文献的研究目的以及系统归类以更好理解社交媒体数据分析的研究问题以及每种方法的使用频率。自2014年起, 社交媒体数据分析快速增长, 以及其他相关分析方法, 包括精度测试（accuracy testing）。这些结果表明更多全面、稳定的分析方法需求增强以及竞争激烈。本文推荐使用改良方法, 比如社交网络分析法、比较分析、趋势分析等。消费者评价网络和社交网站成为主要社交媒体网络数据的提供平台。本文推荐多源数据应该同步分析以提高有效性和全面性的理解。

本文是首篇酒店旅游领域中对社交媒体数据分析的系统文献回顾型文章。本文强调了社交媒体数据分析的先进性以及扩展其方法的全面性；常见分析方法比如文本分析和情感分析应该结合非常见的分析方法比如比较分析法和空间分析法进行系统分析。

关键词 – 关键词 对比分析, 情感分析, 用户原创内容,社交媒体分析, 主题模型, 空间分析, 文本分析文章类型 文献综述

• Comparative analysis
• Sentiment analysis
• User-generated content
• Social media analytics
• Topic modeling
• Spatial analysis
• Text analytics
• 关键词 社交媒体数据分析法、用户生成内容、话题建模、情感分析、空间分析、比较分析、文本分析

Mirzaalian, F. and Halpenny, E. (2019), "Social media analytics in hospitality and tourism: A systematic literature review and future trends", Journal of Hospitality and Tourism Technology , Vol. 10 No. 4, pp. 764-790. https://doi.org/10.1108/JHTT-08-2018-0078

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

Related articles

We’re listening — tell us what you think, something didn’t work….

Report bugs here

All feedback is valuable

Please share your general feedback

Join us on our journey

Platform update page.

Visit emeraldpublishing.com/platformupdate to discover the latest news and updates

Questions & More Information

Answers to the most commonly asked questions here

The role of social media advertising in hospitality, tourism and travel: a literature review and research agenda

Purpose This study aims to provide an assessment of the existing literature on the role of social media advertising in hospitality, tourism and travel (HTT) as well as an agenda for future research. Design/methodology/approach Covering a 15-year time span (2004–2019), this study is focused on journal papers archived in two academic databases in social sciences: Business Source Complete and Communication and Mass Media Complete. Each of the 192 papers collected was coded for 8 major variables: journal, year of publication, research topic, country studied, type of social media investigated, method, theoretical underpinning and key findings. Findings Three major topic areas are identified in this study: use of social media from consumer’s perspective, use of social media from organization’s perspective and effects of social media. Research limitations/implications Although a few prior papers have provided a literature review of social media in tourism and hospitality, no review-based papers have ever examined social media as an advertising vehicle in the context of HTT. Most reviews to date have been limited to general social media studies, without much advancement of theory building in advertising research. Originality/value To the best of the authors’ knowledge, this paper represents the first theoretical review of academic research on social media advertising in HTT. The review concludes by suggesting a theoretical framework for studying social media advertising in HTT and offering an agenda for future research.

• Related Documents

A survey of social media use in emergency situations: A literature review

This study reviews literature on the use of Social Media (SM) in emergency response operations while identifying gaps in this research stream that need attention from Information Systems (IS) researchers. The research is grounded in past works and attempts to build on research on the application of SM in emergencies. It focuses on understanding the role of SM in the prevention, management and response to emergencies. The review contains a detailed literature exposition of IS and disasters journals. The appraisal of such research stream led the review to focus on the concept of digital volunteerism as an offshoot of crowdsourcing initiatives. Findings from the review reveal that previous studies overlooked the interfacing challenges between formal and traditional aid agencies on one hand and digital humanitarians on the other. Consequently, we identify gaps in the extant literature and propose areas of interest for future research.

Metaphors we manage and develop quality by

Purpose Metaphors are a powerful and human way of understanding and experiencing one kind of thing in terms of another. In quality management (QM), several metaphors are used to describe and bring to life the often-abstract QM concepts and systems. These metaphors are of great importance for how QM is understood, communicated and practiced. However, the metaphors of QM have seldom been systematically screened or put in focus, neither the topic of a critical discussion. The purpose of this paper is hence to contribute with a screening of the metaphors currently used, within QM literature and in practice among QM leaders, and then elaborate on their potential for improvement and development. Design/methodology/approach The paper is based on a literature review combined with interviews of QM leaders. Findings The paper highlights that the current QM metaphors provide intuitive associations to properties such as stability, shelter, and structure, but not to the important dynamic properties of QM, such as learning, or to the critical role of people in QM. What can be seen as core properties of QM are communicated by texts or labels added on to metaphors with properties that often are in sharp contrast to them. The paper also provides suggestions for further improvements and development. Originality/value The paper highlights the area of metaphors within QM as an important area for future research. It also provides insights concerning the successful use and selection of metaphors in future QM practice.

What do we know about social media and firms’ financial outcomes so far?

Purpose This paper aims to understand the emergence, the revolution and the relevant knowledge of academic research concentrating on social media (SM) and hospitality and tourism firms’ financial performance. The authors not only identified the gaps and critical issues in research but also re-conceptualized profound directions for the future research in technology and finance in the hospitality and tourism field. Design/methodology/approach This study adopted an in-depth review analysis to investigate and review previous scholarly papers published in hospitality, tourism and hospitality and tourism journals from January 2011 to the present. The authors thoroughly analyzed and reviewed peer-reviewed/refereed, blind-reviewed, full-length published articles and working papers within SM and hospitality firms’ financial performance. Editor notes, prefaces, research notes, industry articles, internet publications, conference preceding, books and book chapters were excluded. Findings Having examined the empirical content of 26 peer-reviewed scholarly articles, the authors clearly observed that none of the papers went beyond analyzing the effect of SM on hotels’ revenue per available room, revenues, net profit, average daily rate, occupancy rates, net operating income, etc., and all papers ignored the analysis of many critical financial proxies. Research limitations/implications This critique and review paper is limited to the relationship between SM and firms’ financial performance within the hospitality and tourism context. Practical implications This review provides a blueprint to guide future research, facilitate knowledge accumulation and create a new understanding and awareness in practice as well as SM and financial performance research. Social implications This paper complements and adds to previous work by demonstrating various aspects, evidences, findings and inferences regarding the association between online SM platforms and firms’ financial performance and by proposing rigorous abstract and specific future extensions to both practice and discipline-specific knowledge. Originality/value There is an absence of the most updated review study of published papers on SM and hospitality and tourism firms’ financial performance. Although how SM contributes to firms’ financial performance is clear to academicians and industry professionals, no solid consensus or theoretical certainty about what the authors know and do not know has been achieved.

Social media for entrepreneurship: myth or reality? A structured literature review and a future research agenda

PurposeThis paper provides a structured literature review (SLR) about the effects of social media technologies on entrepreneurship activities and processes, to identify relationships, connectivity and interdependencies. The paper offers an outline of the past and the present literature and frames a future research agenda.Design/methodology/approachThe structured literature review has been conducted on 159 journal papers extracted from Scopus, initially submitted to a bibliometric analysis. A final list of 69 papers published in a variety of academic journals specialized in the field of entrepreneurship, information science and business management has been analyzed through a content and bibliometric analysis.FindingsFindings show that literature is really scant, and four research streams have been identified: Social media for entrepreneurial learning and self-employment; social media as tools for entrepreneurial marketing; social media as sources of entrepreneurial opportunities and finally, social media as enablers of networking and entrepreneurial ecosystems.Research limitations/implicationsThe limitations of the study regard the need for more holistic studies, considering both the technological and the social aspects.Practical implicationsThe findings demonstrate the actuality of the research focus and the need of a deep exploration about the role of social media for the different forms of entrepreneurship process. This evidence calls for a holistic and integrated framework.Originality/valueThe originality of the paper resides in a novel SLR with reference to the recent role of social media for entrepreneurship. Despite the increasing literature, the debate in such field is still fragmented and under-researched, offering a promising research field.

Using social media to create engagement: a social marketing review

PurposeRecognising the potential of social media as an integral driver of communication that can create engaged communities through dialogic or two-way conversations, this study aims to identify and describe the use of social media in creating participants’ engagement in various social marketing programmes conducted worldwide between 2005 and 2017.Design/methodology/approachA total of 29 social marketing programmes were identified using systematic literature review procedures.FindingsThe majority of the identified programmes used Facebook, and social media were mostly used to share content-based information in an attempt to connect with target audiences, raise awareness and reach less accessible populations with programme messages. Social media served as an extended channel to traditional media efforts, and very few programmes used social media to create mechanisms for supporting their target audiences’ ability to revisit their social media communications and encourage them to act as advocates for the programmes’ activities.Research limitations/implicationsThe analysis presented in this paper is limited by the information provided in the identified studies.Originality/valueDespite the growing popularity and significance of social media as a channel for consumer engagement, little has been done to synthesise how social marketers are incorporating the use of social media in their social marketing programmes. This research fills this gap by providing systematic understanding of the use of social media in social marketing programmes to date.

Strategizing with organizational videoblogs: sensegiving, self-branding or spectacle?

Purpose Despite the increased interest in video methods and the role of visuality in organizations and management, the use of video in organizations has received scant attention. The purpose of this paper is to explore organizational videoblogs as a phenomenon, and discuss avenues that open up for qualitative research. The paper examines the affordances of organizational videoblogs in a strategy context by contrasting them with more conventional corporate videos, in order to discuss how spectacularization and social media style communication is influencing social practices in organizations. Design/methodology/approach First, this paper introduces the phenomenon of organizational videoblogging and its implications for research. Second, it engages in a theoretical discussion on videoblogs as a strategizing activity, through three different analytical lenses: strategic sensegiving, strategic self-branding and strategy as spectacle. Illustrative empirical examples are used to support the theoretical discussion. Findings The paper argues that organizational videoblogging is a phenomenon that changes social practices in organizations by injecting a visual, social media type communication. Organizational videoblogs emphasize authenticity and provide new affordances for sensegiving and self-branding in strategizing, but ultimately lead us to ask whether they risk turning strategizing into an infotainment-like spectacle. Originality/value The value of this paper lies in conceptualizing how and why organizational videoblogs can be studied in organizations. The paper provides future research with vocabulary and characteristics to distinguish different types of video in organizations.

A critical review of moderation analysis in tourism and hospitality research toward robust guidelines

Purpose This article aims to propose guidelines to develop moderation hypotheses, assess moderators using the multigroup analysis and interaction effect approaches and interpret the results of moderation analysis in tourism and hospitality research. Design/methodology/approach Through a review of 600 articles published in top tourism and hospitality journals from the year 2016 to 2020, and reviewing the literature related to moderation analysis, this study identifies key issues in different steps of moderation analysis and proposes robust guidelines to aid future research. Findings The results of the systematic review uncovered some key issues in different steps of moderation analysis, such as hypothesis development, moderation assessment and results interpretation. The findings emphasized the typical methodological misconceptions and improper practices for moderation analysis. Research limitations/implications Moderation analysis is of great significance to the advancement of theory, and its application has increased significantly in recent years. However, many studies appear to have a limited understanding of moderation analysis and follow questionable practices regarding hypothesis development, moderation assessment and results interpretation, thus leading to suspicious conclusions for theory advancement. By highlighting these methodological issues, this article provides robust guidelines for moderation analysis, which is of great theoretical and methodological significance to the academic research in tourism and hospitality. Originality/value As one of the first studies to provide robust guidelines for moderation analysis, based on a critical and systematic review of papers published in top-tier journals in tourism and hospitality and the latest developments on moderation analysis in the wider literature, this article has important theoretical and methodological significance for the academic research in tourism and hospitality as well as general social science disciplines.

The role of knowledge sharing in supply chain success

Purpose The aim of this paper is to provide a comprehensive and detailed review of the state-of-the-art mechanisms of knowledge sharing (KS) in the supply chain (SC) field, as well as directions for future research. Briefly, this paper tries to offer a systematic and methodical review of the KS mechanisms in the SC to provide a comparative summary of the selected articles, to collect and describe the factors that have the influence on KS and SC, to explore some main challenges in this field and to present the guidelines to face the existing challenges and outlining the key areas where the KS mechanisms in SC can be improved. Design/methodology/approach In the current study, a systematic literature review up to 2018 is presented on the supply chain’s mechanisms of KS. The authors identified 21,907 papers, which are reduced to 25 primary studies through the paper-selection process. Findings The results showed that the KS in SC helps to increase the success of the organizations, improve employee performance, increase competitive advantage, enhance innovation and improve relationships between supplier and consumer. However, there were some weaknesses, such as staff resistance to share knowledge in the SC because of fear of job loss. Research limitations/implications There are several limitations to this study. This study limited the search to Google Scholar. There might be other academic journals where Google does not find their paper and they can offer a more complete picture of the related articles. Finally, non-English publications were omitted from this study. It is possible that the research about the application of KS in SC can also be published in other languages. In addition, more studies need to be carried out using other methodologies such as interviews. Originality/value The paper presents a comprehensive structured literature review of the articles’ mechanisms of KS in SC. The paper’s findings can offer insights into future research needs. By providing comparative information and analyzing the current developments in this area, this paper will directly support academics and practicing professionals for better knowing the progress in KS mechanisms.

Process owners in business process management: a systematic literature review

Purpose The purpose of this paper is to determine the state-of-the-art in research on process owners, a key role within business process management and process governance, and thus to increase our understanding of the role of process owners. Design/methodology/approach The author conducts a systematic literature review of research shedding light on the role of process owners. The review includes 100 academic papers and 10 books on BPM. Findings Findings from the review demonstrate the significance of appointing process owners and showcase process owners’ role and responsibilities, as well as obstacles to and enablers of effective process ownership. Originality/value Based on the findings from the review, the author proposes a comprehensive framework on process ownership. The review provides a knowledge base for future research to build upon and can serve as a guide for practitioners. The review also identifies several research gaps and opportunities for future research.

Social Media Use Among Young People in China: A Systematic Literature Review

The widespread use of social media has promoted extensive academic research on this channel. The present study conducts a systematic analysis of extant research on social media use among young people in China. This systematic literature review aims to identify and bridge gaps in topics, theories, variables, and conceptual frameworks in studies of social media usage among young people in China. The study aims to develop a cause–effect framework that shows the causal relationships among research structures. The PRISMA method is used to review 20 articles drawn from the Scopus and Google Scholar databases. From the analysis, 10 major research topics, eight theories or models, and a complete framework of causal relations emerge. It is recommended that future research on social media should include a greater diversity of types of social media, investigate a wider range of research topics, and adopt different theories or models. Researchers should also implement a more complete and detailed systematic method for reviewing literature on social media research in China.

Export Citation Format

Share document.

Handbook of e-Tourism pp 1–27 Cite as

Social Media and Crisis Communication in Tourism and Hospitality

• Danielle Barbe 5 &
• Lori Pennington-Gray 6  
• Living reference work entry
• First Online: 14 October 2020

546 Accesses

2 Citations

The use of social media in the crisis communications process has grown tremendously in the past decade. Social media is now an integral part of the crisis management process. The evolution of the mobile phone and other mobile technologies, computers, Internet access, and digital video equipment is reshaping communication networks and the ways we connect with each other. This chapter defines crisis and crisis communication, explains the role of crisis communication for the tourism and hospitality industry, and details the challenges and opportunities of social media for crisis communication in tourism and hospitality.

In addition, this chapter explores the latest literature on social media related to risk and crisis communication. A thorough review of academic literature, industry white papers, and trade publications was conducted. Using the insights from this literature review, this chapter provides implications of social media and crisis communication for the hospitality and tourism industry for each phase of a crisis (pre, during, post) and discusses recent developments in social media and technology that may affect crisis communication.

• Social media
• Crisis communication
• Communication

This is a preview of subscription content, log in via an institution .

Adolph D (2014) A brief history of crisis communication. Prezi. https://prezi.com/1ubt1yi_2xwy/a-brief-history-of-crisis-communication/ Accessed Nov 30 2018

Ahmad A, Balet O, Himmelstein J, Boin A, Schaa0, M, Brivio P, …de la Rivière JB (2012) Interactive simulation technology for crisis management and training: The INDIGO project. In: Proceedings of the 9th annual ISCRAM conference, Vancouver, Canada

Google Scholar  

Amir AF, Pennington-Gray L, Barbe D, Hanafiah MH (2018). Exploring National Tourism Organizations’ (NTOs) Use of YouTube to Communicate Information on Destination Safety and Security. Int J Acad Res Bus Soc Sci 8(16):247–266. https://doi.org/10.6007/IJARBSS/v8-i16/5131

Andrews L (2016) Survive social media crises with the Cerebra handbook. Bizcommunity.com https://advance.lexis.com/api/document?collection=news&id=urn:contentItem:5M79-S971-JBH4-J0NB-00000-00&context=1516831 Accessed 30 July 2019

Austin L, Liu BF, Jin Y (2012) How audiences seek out crisis information: exploring the social-mediated crisis communication model. J Appl Commun Res 40:188–207. https://doi.org/10.1080/00909882.2012.654498

Article   Google Scholar  

Avraham E (2016) Destination marketing and image repair during tourism crises: the case of Egypt. J Hosp Tour Manag. 28:41-48

Babin LA, Burns AC, Biswas A (1992) A framework providing direction for research on communications effects of mental imagery-evoking advertising strategies. Adv Consumer Res 19:621–628

Bangladesh Monitor (2017) Every country should have crisis communication plan ready. https://www.bangladeshmonitor.com/front_page/24/Every-country-should-have-crisis-commun ications-plan-ready

Barbe D, Pennington-Gray L (2018) Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016. J Hosp Tour Insights 1:258–275. https://doi.org/10.1108/jhti-02-2018-0009

Barbe D, Pennington-Gray L, Schroeder A (2018) Destinations’ response to terrorism on Twitter. Int J Tour Cities 4:495–512. https://doi.org/10.1108/IJTC-04-2018-0027

Barbe D, Pennington-Gray L, Schroeder A (2019) A multi-platform social media integration approach to disaster communication by tourism organizations: the case of hurricane florence. In: Abstracts of the Travel and Tourism Research Association International Conference, Melbourne, Australia 24–27 June 2019

Barton L (2001) Crisis in organizations II. South-Western College Publishing, Cincinnati

Beazley Group (2019) Beazley-led consortium to offer insurance and crisis management solution to mitigate reputational risk. Globe Newswire. https://www.globenewswire.com/ news-release/2019/04/29/1811018/0/en/Beazley-led-consortium-to-offer-insurance-and-crisis- management-solution-to-mitigate-reputational-risk.html Accessed 30 July 2019

Bird D, Ling M, Haynes K (2012) Flooding Facebook-the use of social media during the Queensland and Victorian floods. Aust J Emerg Manag 27(1):27

Brataas K (2018) Crisis communication: case studies and lessons learned from international disasters. Routledge

Book   Google Scholar  

Carter D (2016) Hustle and brand: the sociotechnical shaping of influence. Social Media Society 2:1–12

Chang KB (2013) Boston bombings: Social media spirals out of control. Los Angeles Times. https://www.latimes.com/nation/la-xpm-2013-apr-20-la-fi-boston-bombings-media-20130420-story.html Accessed 30 July 2019

Cho SE, Jung K, Park HW (2013) Social media use during Japan’s 2011 earthquake: how twitter transforms the locus of crisis communication. Media Int Aust 149:28–40. https://doi.org/10.1177/1329878X1314900105

Coombs WT (1999) Information and compassion in crisis responses: a test of their effects. J Pub Rel Res 11(2):125–142.

Coombs WT (2004) Impact of past crises on current crisis communication: insights from situational crisis communication theory. J Bus Commun 41:265–289. https://doi.org/10.1177/0021943604265607

Coombs WT (2007) Ongoing crisis communication: planning, managing, and responding, 2nd edn. Sage, Los Angeles

Coombs WT (2009) Conceptualizing crisis communication. In: Heath RL, O’Hair HD (eds) Handbook of crisis and risk communication. Routledge, New York, pp 100–119

Coombs WT (2010) Parameters for crisis communication. In: Coombs WT, Holladay SJ (eds) The handbook of crisis communication. Wiley-Blackwell, Chichester, pp 17–53

Chapter   Google Scholar  

Coombs WT (2014) Ongoing crisis communication: planning, managing, and responding, 4th edn. Sage, Thousand Oaks, CA

Cradduck C (2019) Nine tips to develop a social media crisis strategy. MENAFN. https://menafn.com/1098607829/Nine-Tips-To-Develop-A-Social-Media-Crisis-Strategy Accessed 30 July 2019

Czarnecki S (2017) Timeline of a crisis: united Airlines PR Week. https://www.prweek.com/article/1435619/timeline-crisis-united-airlines Accessed 30 July 2019

Del Rowe S (2018) Tapping into social’s sphere of influence. Customer Relationship Management. January/February Issue, 26–30.

Ding H, Zhang J (2010) Social media and participatory risk communication during the H1N1 Flu Epidemic: a comparative study of the United States and China. China Media Res 6:80–90

Evans NJ, Phua J, Lim J, Jun H (2017) Disclosing Instagram influencer advertising: the effects of disclosure language on advertising recognition, attitudes, and behavioral intent. J Interactive Adv 17:138–149

Fall L and Massey JE (2005) The significance of crisis communication in the aftermath of 9/11. J Trav Tour Mark 19(2–3):77–90

Fang J, Hu J, Shi X, Zhao L (2019) Assessing disaster impacts and response using social media data in China: a case study of 2016 Wuhan rainstorm. Int J Disaster Risk Reduct 34:275–282. https://doi.org/10.1016/j.ijdrr.2018.11.027

Faulkner B (2001) Towards a framework for tourism disaster management. Tour Manag 22:135–147. https://doi.org/10.1016/S0261-5177(00)00048-0

Fearn-Banks K (1996) Crisis communication theory and ten businesses hit by news for making crises. Glob Bus Trends 55–62

Fontanella C (2019) How to Create a Social Media Crisis Management Plan [Free Template]. HubSpot. https://blog.hubspot.com/service/social-media-crisis-management Accessed 30 July 2019

Freberg K (2012) Intention to comply with crisis messages communicated via social media. Public Relat Rev 38:416–421. https://doi.org/10.1016/j.pubrev.2012.01.008

Fukui M, Ohe Y (2019) Assessing the role of social media in tourism recovery in tsunami-hit coastal areas in Tohoku, Japan. Tour Econ. https://doi.org/10.1177/1354816618825014

Gartner WC, Shen J (1992) The Impact of Tiananmen Square on China’s Tourism Image. J Travel Res 30:47–52. https://doi.org/10.1177/004728759203000407

Glaesser D (2006) Crisis management in the tourism industry

Graham MW, Avery EJ, Park S (2015) The role of social media in local government crisis communications. Public Relat Rev 41:386–394. https://doi.org/10.1016/j.pubrev.2015.02.001

Greengard S (2013) Leverage Social Media for Crisis Management; Many companies devote a lot of attention to crisis management and business continuity management, yet they fail to fully tap social media as a critical resource. ITBusinessEdge.com. https://advance.lexis.com/api/document?collection=news&id=urn:contentItem:5KJ9-0W21-JC90-T01K-00000-00&context=1516831 Accessed 30 July 2019

Gurtner Y (2016) Returning to paradise: Investigating issues of tourism crisis and disaster recovery on the island of Bali. J Hosp Tour Manag 28(1):11–19

Harrison S, Johnson P (2019) Challenges in the adoption of crisis crowdsourcing and social media in Canadian emergency management. Gov Inf Q 36:501–509. https://doi.org/10.1016/j.giq.2019.04.002

Haworth BT, Eriksen C, McKinnon SJ (2019) Online tools can help people in disasters, but do they represent everyone? The Conversation, pp 1–3.

Hermida A (2010) From TV to Twitter: How ambient news became ambient journalism. Media/Culture J. 13(2)

Heverin T, Zach L (2010) Microblogging for crisis communication: Examination of twitter use in response to a 2009 violent crisis in the Seattle-Tacoma, Washington area. In: ISCRAM 2010 – 7th International Conference on Information Systems for Crisis Response and Management: Defining Crisis Management 3.0, Proceedings

Hitchcock M, Darma Putra IN (2005) The Bali bombings: tourism crisis management and conflict avoidance. Curr Iss Tour 8(1):62–76

Johansson F, Brynielsson J, Quijano MN (2012) Estimating citizen alertness in crises using social media monitoring and analysis. In: 2012 European Intelligence and Security Informatics Conference. IEEE, pp 189–196

Karanasios S, Cooper V, Balcell MP, Hayes P (2019) Inter-organizational collaboration, information flows, and the use of social media during disasters: a focus on vulnerable communities. In: Proceedings of the 52nd Hawaii International Conference on System Sciences

Keim ME, Noji E (2011) Emergent use of social media: a new age of opportunity for disaster resilience. Am J Disaster Med 6:47–54

Khodeir R (2015) Australia: Monkeying around with Nestle: managing social media risk. Mondaq Business Briefing https://advance.lexis.com/api/document?collection=news&id=urn:contentItem:5GKR-5K41-JCF5-V2DP-00000-00&context=1516831 Accessed 30 July 2019

Kim M, Lennon S (2008) The effects of visual and verbal information on attitudes and purchase intentions in internet shopping. Psych Mark 25:146–178

Lanouar C, Goaied M (2019) Tourism, terrorism and political violence in Tunisia: evidence from Markov-switching models. Tour Manag 70:404–418

Laws E, Prideaux B (2005) Crisis management: a suggested typology. J Travel Tour Mark 19:1–8. https://doi.org/10.1300/J073v19n02_01

Leong C, Pan SL, Ractham P, Kaewkitipong L (2015) ICT-enabled community empowerment in crisis response: Social media in Thailand flooding 2011. J Assoc Inf Syst 16:174–212. https://doi.org/10.17705/1jais.00390

Liu B, Pennington-Gray L, Donohoe H, Omodior O (2015a) New York City bed bug crisis as framed by tourists on tripadvisor. Tour Anal 20:243–250. https://doi.org/10.3727/108354215X14265319207597

Liu B, Pennington-Gray L, Klemmer L (2015b) Using social media in hotel crisis management: the case of bed bugs. J Hosp Tour Technol 6:102–112. https://doi.org/10.1108/JHTT-08-2014-0036

Mendoza M, Poblete B, Castillo C (2010) Twitter under crisis: can we trust what we RT? In: SOMA 2010 – Proceedings of the 1st Workshop on Social Media Analytics. pp 71–79

Mizrachi I, Fuchs G (2016) Should we cancel? An examination of risk handling in travel social media before visiting ebola-free destinations. J Hosp Tour Manag 28:59–65. https://doi.org/10.1016/j.jhtm.2016.01.009

Murthy BP, Krishna N, Jones T, Wolkin A, Avchen RN, Vagi SJ (2019) Public Health Emergency Risk Communication and Social Media Reactions to an Errant Warning of a Ballistic Missile Threat — Hawaii, January 2018. MMWR Morb Mortal Wkly Rep ; 68:174–176. https://doi.org/10.15585/mmwr.mm6807a2

Neubaum G, Rösner L, Rosenthal-Von Der Pütten AM, Krämer NC (2014) Psychosocial functions of social media usage in a disaster situation: a multi-methodological approach. Comput Human Behav 34:28–38. https://doi.org/10.1016/j.chb.2014.01.021

Ng KH, Lean ML (2012) The fukushima nuclear crisis reemphasizes the need for improved risk communication and better use of social media. Health Phys 103:307–310. https://doi.org/10.1097/HP.0b013e318257cfcb

Ngamassi L, Ramakrishnan T, Rahman S (2016) Use of social media for disaster management: A prescriptive framework. J Organ End User Comput 28:122–140. https://doi.org/10.4018/JOEUC.2016070108

Oh O, Agrawal M, Rao HR (2013) Community intelligence and social media services: A rumor theoretic analysis of tweets during social crises. MIS Q Manag Inf Syst 37:407–426. https://doi.org/10.25300/MISQ/2013/37.2.05

Paton D, Irons M (2016) Communication, sense of community, and disaster recovery: a Facebook case study. Front Commun. https://www.frontiersin.org/articles/10.3389/fcomm.2016.00004/full? Accessed 30 July 2019

Pennington-Gray L, Cahyanto I, Thapa B et al (2009) Destination management organizations and tourism crisis management plans in Florida. Tour Rev Int 13(4):247–261. https://doi.org/10.3727/154427210x12741079930551

Pennington-Gray L, Kaplanidou K, Schroeder A (2013) Drivers of social media use among African Americans in the event of a crisis. Nat Hazards 66:77–95. https://doi.org/10.1007/s11069-012-0101-0

Pennington-Gray L, Schroeder A, Gale T (2014) Co-management as a framework for the development of a tourism area response network in the rural community of Curanipe, Maule Region, Chile. Tour Plan Dev 11:292–304. https://doi.org/10.1080/21568316.2014.890124

PwC (2013) Many companies still not leveraging social media as a crisis management resource, according to PwC business continuity survey. Market Watch. https://www.prnewswire.com/ news-releases/many-companies-still-not-leveraging-social-media-as-a-crisis-management-reso urce-according-to-pwc-business-continuity-survey-218828691.html Accessed 30 July 2019

Quarantelli E (2005) What is a disaster?: A dozen perspectives on the question

Reynolds B, Seeger MW (2005) Crisis and emergency risk communication as an integrative model. J Health Commun 10:43–55. https://doi.org/10.1080/10810730590904571

Rice RG, Spence PR (2016) Thor visits Lexington: Exploration of the knowledge-sharing gap and risk management learning in social media during multiple winter storms. Comput Human Behav 65:612–618. https://doi.org/10.1016/j.chb.2016.05.088

Ritchie B (2009) Crisis and disaster management for tourism. Channel View Publications

Ritchie BW, Dorrell H, Miller D, Miller GA (2004) Crisis Communication and Recovery for the Tourism Industry. J Travel Tour Mark 15:199–216. https://doi.org/10.1300/J073v15n02_11

Ryschka AM, Domke-Damonte DJ, Keels JK, Nagel R (2016) The effect of social media on reputation during a crisis event in the cruise line industry. Int J Hosp Tour Adm 17:198–221. https://doi.org/10.1080/15256480.2015.1130671

Sönmez S, Backman S, Allen L (1994) Managing tourism crises: a guidebook

Santana G (2004) Crisis management and tourism. J Travel Tour Mark 15(4):299–321. https://doi.org/10.1300/j073v15n04_05

Schroeder A, Pennington-Gray L (2014) Perceptions of crime at the Olympic Games: what role does media, travel advisories, and social media play? J Vacat Mark 20:225–237. https://doi.org/10.1177/1356766714521809

Schroeder A, Pennington-Gray L (2015) The role of social media in international tourist’s decision making. J Travel Res 54:584–595. https://doi.org/10.1177/0047287514528284

Schroeder A, Pennington-Gray L, Donohoe H, Kiousis S (2013) Using social media in times of crisis. J Travel Tour Mark 30:126–143. https://doi.org/10.1080/10548408.2013.751271

Seeger MW and Ulmer RR (2001) Virtuous responses to organizational crisis: Aaron Feuerstein and Milt Colt J Bus Ethics 31(4):369-376

Seeger MW, Sellnow TL, Ulmer RR (2003) Communication and organizational crisis. Praeger, Westport

Sellnow TL, Seeger MW (2013) Theorizing crisis communication, vol 4. John Wiley & Sons: Chichester, West Sussex

Sigala M (2011) Social media and crisis management in tourism: applications and implications for research. Inf Technol Tour 13:269–283. https://doi.org/10.3727/109830512x13364362859812

Simon T, Goldberg A, Aharonson-Daniel L, et al (2014) Twitter in the cross fire – the use of social media in the Westgate mall terror attack in Kenya. PLoS One 9. https://doi.org/10.1371/journal.pone.0104136

Statista (2017). Number of social network users in the United States from 2015 to 2022 (in millions). Retrieved from https://www.statista.com/statistics/278409/number-of-social-network-users-in-the-united-states/ Accessed Jan 2018

Statista (2019) Social Media Usage Worldwide. https://www.statista.com/study/12393/social-networks-statista-dossier/ Accessed 15 Aug 2019

Tapia AH, Moore K (2014) Good enough is good enough: overcoming disaster response organizations’ slow social media data adoption. Comput Support Coop Work CSCW An Int J 23:483–512. https://doi.org/10.1007/s10606-014-9206-1

Taylor M, Wells G, Howell G and Raphael B (2012) The role of social media as psychological first aid as a support to community resilience building. Aust J Emerg Manag 27(1):20

Trusov M, Bucklin RE, Pauwels K, et al (2009) Effects of word-of-mouth versus traditional marketing: findings from an internet social networking site. J Mark 73:90–102

Ulmer RR, Sellnow TL (2002). Crisis management and the discourse of renewal: understanding the potential for positive outcomes of crisis. Public Relat Rev, 28(4); 361–365.

Ulmer RR, Sellnow TL, Seeger MW (2015) Effective crisis communication: moving from crisis to opportunity. California: SAGE

Westerman D, Spence PR, Van Der Heide B (2014) Social media as information source: Recency of updates and credibility of information. J Comput-Mediated Commun 19(2); 171–183. https://doi.org/10.1111/jcc4.12041

White C (2011) Social media, crisis communication, and emergency management: Leveraging Web 2.0 Technologies

World Travel and Tourism Council (2020) More than 197m travel & tourism jobs will be lost due to prolonged travel restrictions, according to new research from WTTC. https://wttc. org/News-Article/More-than-197m-Travel-Tourism-jobs-will-be-lost-due-to-prolonged-travel- restrictions Accessed June 2020

World Economic Forum (2020) The COVID-19 pandemic could last for 2 years, according to US experts. https://www.weforum.org/agenda/2020/05/coronavirus-pandemic-last-2-years/ Accessed June 2020

Zeng L, Starbird K, Spiro ES (2016) #Unconfirmed: classifying rumor stance in crisis-related social media messages. In: Proceedings of the 10th International Conference on Web and Social Media, ICWSM 2016. pp 747–750

Download references

Author information

Authors and affiliations.

Department of Marketing, Operations and Systems, Northumbria University, Newcastle Upon Tyne, UK

Danielle Barbe

Department of Tourism, Hospitality, and Event Management, Northumbria University, Gainesville, FL, USA

Lori Pennington-Gray

You can also search for this author in PubMed   Google Scholar

Corresponding authors

Correspondence to Danielle Barbe or Lori Pennington-Gray .

Editor information

Editors and affiliations.

Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University, Blacksburg, VA, USA

Zheng Xiang

Department of Tourism Studies and Geography, Mid Sweden University, Östersund, Sweden

Matthias Fuchs

Annenberg School for Communication and Journalism, University of Southern California, Los Angeles, CA, USA

Ulrike Gretzel

Department of Business Informatics, University of Applied Sciences Ravensburg-Weingarten, Weingarten, Germany

Wolfram Höpken

Section Editor information

The Howard Feiertag Department of Hospitality and Tourism Management, Virginia Polytechnic Institute and State University; Pamplin College of Business, Blacksburg, VA, USA

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this entry

Cite this entry.

Barbe, D., Pennington-Gray, L. (2020). Social Media and Crisis Communication in Tourism and Hospitality. In: Xiang, Z., Fuchs, M., Gretzel, U., Höpken, W. (eds) Handbook of e-Tourism. Springer, Cham. https://doi.org/10.1007/978-3-030-05324-6_130-1

Download citation

DOI : https://doi.org/10.1007/978-3-030-05324-6_130-1

Published : 14 October 2020

Publisher Name : Springer, Cham

Print ISBN : 978-3-030-05324-6

Online ISBN : 978-3-030-05324-6

eBook Packages : Springer Reference Business and Management Reference Module Humanities and Social Sciences Reference Module Business, Economics and Social Sciences

• Publish with us

Policies and ethics

• Find a journal
• Track your research