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Impact Of Social Media On The Hospitality Industry

Decent Essays

HOW DOES SOCIAL MEDIA HAVE AN INFLUENCE ON CUSTOMERS’ BUYING BEHAVIOR IN THE HOSPITALITY INDUSTRY?

1. Introduction

In recent years, social media has had a huge impact on people. The number of people who use social media has dramatically increased over the years which has basically stemmed from the innovation of technology that allows people to conveniently use their smartphones which can connect to the internet anytime and anywhere (Singla and Arora, 2015). Owing to the innovation of technology, the businesses have developed their capabilities by bringing in social media as one of the strategies to strengthen their power in marketing their products and services to differentiate themselves from their competitors (Hamidi and Safabakhsh, 2010). This study has been conducted in order to assess the impact of social media on the hospitality or tourism industry nowadays. It will mainly focus on how the business modified the use of social media to keep their customers’ satisfaction at a high level with customer relationship management (CRM). Moreover, it will discuss on how the business uses social media as a marketing tool to promote their services to get higher revenue with lower cost with the goal to be outstanding from other competitors.

2. Era of Social Media and its effect on the hospitality industry

According to Forbes and Vespoli (2013), more than 500 million people in different age groups across the world use social media channels such as Facebook and Twitter in

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