Ulrike Gretzel is a Visiting Professor in the Annenberg School of Communication and Journalism at the University of Southern California. She received her PhD in Communication from the University of Illinois in Urbana-Champaign. Her research focuses on persuasion in human-computer interaction, social media, technology adoption, intelligent system design and smart tourism. Marianna Sigala is a Professor at the University of South Australia. Her interests include service management, Information and Communication Technologies (ICT) in tourism and hospitality, and e-learning. She is currently the editor of the Journal of Service Theory & Practice and the Journal of Hospitality & Tourism Cases. She is a past President of EuroCHRIE and has served on the Board of Directors of I-CHRIE, IFITT and HeAIS.

• Introduction,Marianna Sigala,Ulrike Gretzel,,,Introduction to Part 1: Social media applications for co-creating customer value and experience,Marianna Sigala ,,Barbara Neuhofer and Dimitrios Buhalis ,Service-dominant logic in the social media landscape: New perspectives on experience and value co-creation,,Marianna Sigala ,Value co-destruction in service ecosystems: findings from TripAdvisor ,,Astrid Dickinger and Lidija Lalicic ,Tourist-driven innovations in social media: an opportunity for tourism organisations ,,Timothy Jung and M. Claudia tom Dieck ,Enhancing Wearable Augmented Reality Visitor Experience through Social Media: A Case Study of Manchester Art Gallery,,Barbara Keller, Michael Möhring and Rainer Schmidt ,More than a technical feature: Insights into Augmented Reality with social media integration in the travel industry,,Introduction to Part 2: Marketing using social media applications and concepts,Ulrike Gretzel,,Ahmet Bulent Ozturk, Saba Salehi-Esfahani, Anil Bilgihan and Fevzi Okumus,Social Media and Destination Marketing,,Jing Ge and Ulrike Gretzel,A New Cultural Revolution: Chinese Consumers’ Internet and Social Media Use,,Fernando J. Garrigos-Simon, Yeamduan Narangajavana, Silvia Sanz-Blas, and Javier Sanchez-Garcia ,Crowdsourcing in Travel, Tourism and Hospitality: practical cases and possibilities,,Kyung-Hyan Yoo and Woojin Lee ,Facebook Marketing by Hotel Groups: Impacts of Post Content and Media Type on Fan Engagement,,Ulrike Gretzel ,Influencer Marketing in Travel and Tourism,,Introduction to Part 3: Social media: Travellers’ behaviour,Ulrike Gretzel,,Wafa Hammedi and Justine Virlée,e-WOM Engagement: Is it Worth Talking Only About Posters and Lurkers?,,Eduardo Parra López and Desiderio Gutiérrez Taño,The Influence of Reviewer Identity Verification on the Online Reputation of Hotels,,Ricardo J. Díaz Armas, Desiderio Gutiérrez Taño and Francisco J. García Rodríguez,Airbnb as a new disruptive model in tourism: Analysing its competitive potential based on online travel reviews,,Wided Batat and Wafa Hammedi ,Collaborative Consumption as a feature of Gen-Y Consumers: Rethinking Youth Tourism Practices in the Sharing Economy,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni and Marianna Sigala ,Have Social Networks Changed Travellers’ Waiting Experience? An Exploratory Study on the Airport Sector,,,Introduction to Part 4: Market research, business intelligence, and social media analytics ,Marianna Sigala,,Jing Ge, Marisol Alonso Vazquez and Ulrike Gretzel,Sentiment Analysis: A Review,,Silvia De Ascaniis, Lorenzo Cantoni,Social Media Analysis from a Communication Perspective. The Case of the Argumentative Analysis of Online Travel Reviews,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni,Measuring Visitor Satisfaction with a Cultural Heritage Site: Social Media vs. Onsite Surveys,,Matthias Fuchs, Wolfram Höpken, Maria Lexhagen,Business Intelligence for destinations: Creating knowledge from social media ,,Kostas Zafiropoulos, Konstantinos Antoniadis Vasiliki Vrana,Community Characteristics in Tourism Twitter Accounts of European Countries,,Conclusion ,Ulrike Gretzel,Marianna Sigala,,Index,,

Ulrike Gretzel is a Visiting Professor in the Annenberg School of Communication and Journalism at the University of Southern California. She received her PhD in Communication from the University of Illinois in Urbana-Champaign. Her research focuses on persuasion in human-computer interaction, social media, technology adoption, intelligent system design and smart tourism. Marianna Sigala is a Professor at the University of South Australia. Her interests include service management, Information and Communication Technologies (ICT) in tourism and hospitality, and e-learning. She is currently the editor of the Journal of Service Theory & Practice and the Journal of Hospitality & Tourism Cases. She is a past President of EuroCHRIE and has served on the Board of Directors of I-CHRIE, IFITT and HeAIS.

• Introduction,Marianna Sigala,Ulrike Gretzel,,,Introduction to Part 1: Social media applications for co-creating customer value and experience,Marianna Sigala ,,Barbara Neuhofer and Dimitrios Buhalis ,Service-dominant logic in the social media landscape: New perspectives on experience and value co-creation,,Marianna Sigala ,Value co-destruction in service ecosystems: findings from TripAdvisor ,,Astrid Dickinger and Lidija Lalicic ,Tourist-driven innovations in social media: an opportunity for tourism organisations ,,Timothy Jung and M. Claudia tom Dieck ,Enhancing Wearable Augmented Reality Visitor Experience through Social Media: A Case Study of Manchester Art Gallery,,Barbara Keller, Michael Möhring and Rainer Schmidt ,More than a technical feature: Insights into Augmented Reality with social media integration in the travel industry,,Introduction to Part 2: Marketing using social media applications and concepts,Ulrike Gretzel,,Ahmet Bulent Ozturk, Saba Salehi-Esfahani, Anil Bilgihan and Fevzi Okumus,Social Media and Destination Marketing,,Jing Ge and Ulrike Gretzel,A New Cultural Revolution: Chinese Consumers’ Internet and Social Media Use,,Fernando J. Garrigos-Simon, Yeamduan Narangajavana, Silvia Sanz-Blas, and Javier Sanchez-Garcia ,Crowdsourcing in Travel, Tourism and Hospitality: practical cases and possibilities,,Kyung-Hyan Yoo and Woojin Lee ,Facebook Marketing by Hotel Groups: Impacts of Post Content and Media Type on Fan Engagement,,Ulrike Gretzel ,Influencer Marketing in Travel and Tourism,,Introduction to Part 3: Social media: Travellers’ behaviour,Ulrike Gretzel,,Wafa Hammedi and Justine Virlée,e-WOM Engagement: Is it Worth Talking Only About Posters and Lurkers?,,Eduardo Parra López and Desiderio Gutiérrez Taño,The Influence of Reviewer Identity Verification on the Online Reputation of Hotels,,Ricardo J. Díaz Armas, Desiderio Gutiérrez Taño and Francisco J. García Rodríguez,Airbnb as a new disruptive model in tourism: Analysing its competitive potential based on online travel reviews,,Wided Batat and Wafa Hammedi ,Collaborative Consumption as a feature of Gen-Y Consumers: Rethinking Youth Tourism Practices in the Sharing Economy,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni and Marianna Sigala ,Have Social Networks Changed Travellers’ Waiting Experience? An Exploratory Study on the Airport Sector,,,Introduction to Part 4: Market research, business intelligence, and social media analytics ,Marianna Sigala,,Jing Ge, Marisol Alonso Vazquez and Ulrike Gretzel,Sentiment Analysis: A Review,,Silvia De Ascaniis, Lorenzo Cantoni,Social Media Analysis from a Communication Perspective. The Case of the Argumentative Analysis of Online Travel Reviews,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni,Measuring Visitor Satisfaction with a Cultural Heritage Site: Social Media vs. Onsite Surveys,,Matthias Fuchs, Wolfram Höpken, Maria Lexhagen,Business Intelligence for destinations: Creating knowledge from social media ,,Kostas Zafiropoulos, Konstantinos Antoniadis Vasiliki Vrana,Community Characteristics in Tourism Twitter Accounts of European Countries,,Conclusion ,Ulrike Gretzel,Marianna Sigala,,Index,,

Ulrike Gretzel is a Visiting Professor in the Annenberg School of Communication and Journalism at the University of Southern California. She received her PhD in Communication from the University of Illinois in Urbana-Champaign. Her research focuses on persuasion in human-computer interaction, social media, technology adoption, intelligent system design and smart tourism. Marianna Sigala is a Professor at the University of South Australia. Her interests include service management, Information and Communication Technologies (ICT) in tourism and hospitality, and e-learning. She is currently the editor of the Journal of Service Theory & Practice and the Journal of Hospitality & Tourism Cases. She is a past President of EuroCHRIE and has served on the Board of Directors of I-CHRIE, IFITT and HeAIS.

• Introduction,Marianna Sigala,Ulrike Gretzel,,,Introduction to Part 1: Social media applications for co-creating customer value and experience,Marianna Sigala ,,Barbara Neuhofer and Dimitrios Buhalis ,Service-dominant logic in the social media landscape: New perspectives on experience and value co-creation,,Marianna Sigala ,Value co-destruction in service ecosystems: findings from TripAdvisor ,,Astrid Dickinger and Lidija Lalicic ,Tourist-driven innovations in social media: an opportunity for tourism organisations ,,Timothy Jung and M. Claudia tom Dieck ,Enhancing Wearable Augmented Reality Visitor Experience through Social Media: A Case Study of Manchester Art Gallery,,Barbara Keller, Michael Möhring and Rainer Schmidt ,More than a technical feature: Insights into Augmented Reality with social media integration in the travel industry,,Introduction to Part 2: Marketing using social media applications and concepts,Ulrike Gretzel,,Ahmet Bulent Ozturk, Saba Salehi-Esfahani, Anil Bilgihan and Fevzi Okumus,Social Media and Destination Marketing,,Jing Ge and Ulrike Gretzel,A New Cultural Revolution: Chinese Consumers’ Internet and Social Media Use,,Fernando J. Garrigos-Simon, Yeamduan Narangajavana, Silvia Sanz-Blas, and Javier Sanchez-Garcia ,Crowdsourcing in Travel, Tourism and Hospitality: practical cases and possibilities,,Kyung-Hyan Yoo and Woojin Lee ,Facebook Marketing by Hotel Groups: Impacts of Post Content and Media Type on Fan Engagement,,Ulrike Gretzel ,Influencer Marketing in Travel and Tourism,,Introduction to Part 3: Social media: Travellers’ behaviour,Ulrike Gretzel,,Wafa Hammedi and Justine Virlée,e-WOM Engagement: Is it Worth Talking Only About Posters and Lurkers?,,Eduardo Parra López and Desiderio Gutiérrez Taño,The Influence of Reviewer Identity Verification on the Online Reputation of Hotels,,Ricardo J. Díaz Armas, Desiderio Gutiérrez Taño and Francisco J. García Rodríguez,Airbnb as a new disruptive model in tourism: Analysing its competitive potential based on online travel reviews,,Wided Batat and Wafa Hammedi ,Collaborative Consumption as a feature of Gen-Y Consumers: Rethinking Youth Tourism Practices in the Sharing Economy,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni and Marianna Sigala ,Have Social Networks Changed Travellers’ Waiting Experience? An Exploratory Study on the Airport Sector,,,Introduction to Part 4: Market research, business intelligence, and social media analytics ,Marianna Sigala,,Jing Ge, Marisol Alonso Vazquez and Ulrike Gretzel,Sentiment Analysis: A Review,,Silvia De Ascaniis, Lorenzo Cantoni,Social Media Analysis from a Communication Perspective. The Case of the Argumentative Analysis of Online Travel Reviews,,Laura Di Pietro, Roberta Guglielmetti Mugion, Maria Francesca Renzi, Martina Toni,Measuring Visitor Satisfaction with a Cultural Heritage Site: Social Media vs. Onsite Surveys,,Matthias Fuchs, Wolfram Höpken, Maria Lexhagen,Business Intelligence for destinations: Creating knowledge from social media ,,Kostas Zafiropoulos, Konstantinos Antoniadis Vasiliki Vrana,Community Characteristics in Tourism Twitter Accounts of European Countries,,Conclusion ,Ulrike Gretzel,Marianna Sigala,,Index,,