Edited by Dogan Gursoy, Taco Bell Distinguished Professor, School of Hospitality Business Management, Carson College of Business, Washington State University, US and Rahul Pratap Singh Kaurav, Associate Professor, Fortune Institute of International Business (FIIB), New Delhi, India

‘This Handbook on Tourism and Social Media is a valuable resource and must-read for researchers and students of the tourism and hospitality industry and destination marketers and managers. This comprehensive work explores the key social media issues in tourism and allows the reader to explore strategies for tackling current and future challenges in the field.’

• Contents:1 Introduction to the Handbook on Tourism and Social Media 1Rahul Pratap Singh Kaurav and Dogan GursoyPART I CONSUMER BEHAVIOUR AND SOCIAL MEDIA2 Efficacy of social media in influencing consumer adoption intention fortourism decisions 7Piyush Pandey3 Electronic information search and destination satisfaction: a comparisonof website and social media pre-trip planning 22Susan L. Slocum and Seungwon (Shawn) LeePART II DESTINATION AND DMOs4 Social media adoption among DMOs: a systematic review of academicresearch 38Mani Shah Alizadegan and Yulin Liu5 Understanding online heritage destination image through user-generatedcontent 53Ozan Atsiz, Mert Ogretmenoglu and Orhan Akova6 Online tourism communication in destination image formation 69Sarasadat Makian7 Impact of social media-based user-generated content on onlinereputation of tourist destinations 82Komal Kapoor8 DMOs and social media: challenges and strategies to manage them 97Mohamed E.A. Mohamed and Mahmoud M. Hewedi9 Online destination image and user-generated content 111Heather Skinner10 Social media and tourists’ behaviors: post-COVID-19 126Salman Majeed and Haywantee Ramkissoon11 Smart tourism destinations and social media analysis 140Gozde Turktarhan and Olgun CicekPART III MARKETING STRATEGIES, CHANNELS, FORMATS12 The impact of social media and information technology on servicequality and guest satisfaction in the hospitality industry 149Elangkovan Narayanan13 Leveraging social media to enhance customer value in tourism and hospitality 161Robert Gutounig, Birgit Phillips, Sonja Radkohl, Sandra Macher, KarinaSchaffer and Daniel Binder14 Social media relationship marketing for tourism: key antecedents and outcomes 174Si Shi15 The transformative role of social media in the business-to-businesstourism distribution channel 189Kathryn Hayat16 How social media transformed tourism marketing: a case study ofLund, Sweden 198Olga Rauhut KompanietsPART IV TRAVEL BLOGS, USER-GENERATED CONTENT,REVIEWS AND E-WOM17 Online hospitality and the collaborative paradigm of communication:a conceptual understanding of collaborative platform peer-to-peerinteraction experiences 213André F. Durão and Xander Lub18 Opinion mining or sentiment analysis of online reviews in tourism 228Evrim Çeltek19 Digital communication tools and tourism engagement: instant CRMstrategies through instant messaging apps 243Letizia Lo Presti, Giulio Maggiore and Vittoria Marino20 Digitization of word-of-mouth 257Kulvinder Kaur Batth21 Digital content marketing practices and implementation in the tourism industry 266Pramita Gurjar, Rahul Pratap Singh Kaurav and K.S. Thakur22 The influence of e-WOM via social media platforms on e-Reputationand the selection of tourist destinations 276Prerana Baber, Robert L. Williams Jr and Helena A. Williams23 Do you believe? Online reviews and dark tourism: a sentiment analysisapproach 287Brent McKenzie24 Exploring how travel blogs influence Chinese tourists to visit Japan:a netnographic study of Chinese tourists’ travel blogs 301Kaede Sano and João Romão25 Exploring antecedents of electronic word-of-mouth in tourism: a case ofTripadvisor 322Farah S. Choudhary and Alka SharmaPART V SOCIAL MEDIA AND DECISION-MAKING26 Impacts of social media on travelers’ decision-making process 338Hasan Kilic, Ali Ozturen, Cathrine Banga and Ruth Bamidele27 Impact of social media on millennials’ destination choice behavior:a study of Delhi NCR 354Pramendra Singh and Heena Chauhan28 Travel influencers and influencer marketing in tourism 365Kubra Asan and Medet YolalPART VI SOCIAL MEDIA AND FOOD29 Gastronomy on Twitter: drawing representations from a food event 382Francesc Fusté-Forné and Pere Masip30 Components of gastro-tourists’ experiences in culinary destinations:evidence from sharing economy platforms 395Ibrahim Cifci and Ozan Atsiz31 The effects of social media on the food preferences of Generation Zwithin the scope of gastronomy tourism 412Özlem Altun, Mehmet Necati Cizrelioğullari and Mehmet Veysi Babayiğit32 Uncovering food experience from social media 426Kuan-Huei Lee, Zhengkui Wang and Nur Syazreema Binte Sazari33 Sharing photos of food traveler experiences: a case study of foodstagramming 437Sevinc Goktepe, Merve Aydogan Cifci and Mehmet Altug SahinPART VII BUSINESS PERFORMANCE-RELATED CHALLENGES34 The effect of social media on business performance: a case study ofa Turkish travel agency 452Oya Yildirim35 Social media and tourism development in Africa: an empirical investigation 464Sheereen Fauzel and Verena Tandrayen36 Impact of social media on tourism, hospitality and events 475Gulcin Bilgin TurnaIndex

Edited by Dogan Gursoy, Taco Bell Distinguished Professor, School of Hospitality Business Management, Carson College of Business, Washington State University, US and Rahul Pratap Singh Kaurav, Associate Professor, Fortune Institute of International Business (FIIB), New Delhi, India

‘This Handbook on Tourism and Social Media is a valuable resource and must-read for researchers and students of the tourism and hospitality industry and destination marketers and managers. This comprehensive work explores the key social media issues in tourism and allows the reader to explore strategies for tackling current and future challenges in the field.’

• Contents:1 Introduction to the Handbook on Tourism and Social Media 1Rahul Pratap Singh Kaurav and Dogan GursoyPART I CONSUMER BEHAVIOUR AND SOCIAL MEDIA2 Efficacy of social media in influencing consumer adoption intention fortourism decisions 7Piyush Pandey3 Electronic information search and destination satisfaction: a comparisonof website and social media pre-trip planning 22Susan L. Slocum and Seungwon (Shawn) LeePART II DESTINATION AND DMOs4 Social media adoption among DMOs: a systematic review of academicresearch 38Mani Shah Alizadegan and Yulin Liu5 Understanding online heritage destination image through user-generatedcontent 53Ozan Atsiz, Mert Ogretmenoglu and Orhan Akova6 Online tourism communication in destination image formation 69Sarasadat Makian7 Impact of social media-based user-generated content on onlinereputation of tourist destinations 82Komal Kapoor8 DMOs and social media: challenges and strategies to manage them 97Mohamed E.A. Mohamed and Mahmoud M. Hewedi9 Online destination image and user-generated content 111Heather Skinner10 Social media and tourists’ behaviors: post-COVID-19 126Salman Majeed and Haywantee Ramkissoon11 Smart tourism destinations and social media analysis 140Gozde Turktarhan and Olgun CicekPART III MARKETING STRATEGIES, CHANNELS, FORMATS12 The impact of social media and information technology on servicequality and guest satisfaction in the hospitality industry 149Elangkovan Narayanan13 Leveraging social media to enhance customer value in tourism and hospitality 161Robert Gutounig, Birgit Phillips, Sonja Radkohl, Sandra Macher, KarinaSchaffer and Daniel Binder14 Social media relationship marketing for tourism: key antecedents and outcomes 174Si Shi15 The transformative role of social media in the business-to-businesstourism distribution channel 189Kathryn Hayat16 How social media transformed tourism marketing: a case study ofLund, Sweden 198Olga Rauhut KompanietsPART IV TRAVEL BLOGS, USER-GENERATED CONTENT,REVIEWS AND E-WOM17 Online hospitality and the collaborative paradigm of communication:a conceptual understanding of collaborative platform peer-to-peerinteraction experiences 213André F. Durão and Xander Lub18 Opinion mining or sentiment analysis of online reviews in tourism 228Evrim Çeltek19 Digital communication tools and tourism engagement: instant CRMstrategies through instant messaging apps 243Letizia Lo Presti, Giulio Maggiore and Vittoria Marino20 Digitization of word-of-mouth 257Kulvinder Kaur Batth21 Digital content marketing practices and implementation in the tourism industry 266Pramita Gurjar, Rahul Pratap Singh Kaurav and K.S. Thakur22 The influence of e-WOM via social media platforms on e-Reputationand the selection of tourist destinations 276Prerana Baber, Robert L. Williams Jr and Helena A. Williams23 Do you believe? Online reviews and dark tourism: a sentiment analysisapproach 287Brent McKenzie24 Exploring how travel blogs influence Chinese tourists to visit Japan:a netnographic study of Chinese tourists’ travel blogs 301Kaede Sano and João Romão25 Exploring antecedents of electronic word-of-mouth in tourism: a case ofTripadvisor 322Farah S. Choudhary and Alka SharmaPART V SOCIAL MEDIA AND DECISION-MAKING26 Impacts of social media on travelers’ decision-making process 338Hasan Kilic, Ali Ozturen, Cathrine Banga and Ruth Bamidele27 Impact of social media on millennials’ destination choice behavior:a study of Delhi NCR 354Pramendra Singh and Heena Chauhan28 Travel influencers and influencer marketing in tourism 365Kubra Asan and Medet YolalPART VI SOCIAL MEDIA AND FOOD29 Gastronomy on Twitter: drawing representations from a food event 382Francesc Fusté-Forné and Pere Masip30 Components of gastro-tourists’ experiences in culinary destinations:evidence from sharing economy platforms 395Ibrahim Cifci and Ozan Atsiz31 The effects of social media on the food preferences of Generation Zwithin the scope of gastronomy tourism 412Özlem Altun, Mehmet Necati Cizrelioğullari and Mehmet Veysi Babayiğit32 Uncovering food experience from social media 426Kuan-Huei Lee, Zhengkui Wang and Nur Syazreema Binte Sazari33 Sharing photos of food traveler experiences: a case study of foodstagramming 437Sevinc Goktepe, Merve Aydogan Cifci and Mehmet Altug SahinPART VII BUSINESS PERFORMANCE-RELATED CHALLENGES34 The effect of social media on business performance: a case study ofa Turkish travel agency 452Oya Yildirim35 Social media and tourism development in Africa: an empirical investigation 464Sheereen Fauzel and Verena Tandrayen36 Impact of social media on tourism, hospitality and events 475Gulcin Bilgin TurnaIndex

Edited by Dogan Gursoy, Taco Bell Distinguished Professor, School of Hospitality Business Management, Carson College of Business, Washington State University, US and Rahul Pratap Singh Kaurav, Associate Professor, Fortune Institute of International Business (FIIB), New Delhi, India

‘This Handbook on Tourism and Social Media is a valuable resource and must-read for researchers and students of the tourism and hospitality industry and destination marketers and managers. This comprehensive work explores the key social media issues in tourism and allows the reader to explore strategies for tackling current and future challenges in the field.’

• Contents:1 Introduction to the Handbook on Tourism and Social Media 1Rahul Pratap Singh Kaurav and Dogan GursoyPART I CONSUMER BEHAVIOUR AND SOCIAL MEDIA2 Efficacy of social media in influencing consumer adoption intention fortourism decisions 7Piyush Pandey3 Electronic information search and destination satisfaction: a comparisonof website and social media pre-trip planning 22Susan L. Slocum and Seungwon (Shawn) LeePART II DESTINATION AND DMOs4 Social media adoption among DMOs: a systematic review of academicresearch 38Mani Shah Alizadegan and Yulin Liu5 Understanding online heritage destination image through user-generatedcontent 53Ozan Atsiz, Mert Ogretmenoglu and Orhan Akova6 Online tourism communication in destination image formation 69Sarasadat Makian7 Impact of social media-based user-generated content on onlinereputation of tourist destinations 82Komal Kapoor8 DMOs and social media: challenges and strategies to manage them 97Mohamed E.A. Mohamed and Mahmoud M. Hewedi9 Online destination image and user-generated content 111Heather Skinner10 Social media and tourists’ behaviors: post-COVID-19 126Salman Majeed and Haywantee Ramkissoon11 Smart tourism destinations and social media analysis 140Gozde Turktarhan and Olgun CicekPART III MARKETING STRATEGIES, CHANNELS, FORMATS12 The impact of social media and information technology on servicequality and guest satisfaction in the hospitality industry 149Elangkovan Narayanan13 Leveraging social media to enhance customer value in tourism and hospitality 161Robert Gutounig, Birgit Phillips, Sonja Radkohl, Sandra Macher, KarinaSchaffer and Daniel Binder14 Social media relationship marketing for tourism: key antecedents and outcomes 174Si Shi15 The transformative role of social media in the business-to-businesstourism distribution channel 189Kathryn Hayat16 How social media transformed tourism marketing: a case study ofLund, Sweden 198Olga Rauhut KompanietsPART IV TRAVEL BLOGS, USER-GENERATED CONTENT,REVIEWS AND E-WOM17 Online hospitality and the collaborative paradigm of communication:a conceptual understanding of collaborative platform peer-to-peerinteraction experiences 213André F. Durão and Xander Lub18 Opinion mining or sentiment analysis of online reviews in tourism 228Evrim Çeltek19 Digital communication tools and tourism engagement: instant CRMstrategies through instant messaging apps 243Letizia Lo Presti, Giulio Maggiore and Vittoria Marino20 Digitization of word-of-mouth 257Kulvinder Kaur Batth21 Digital content marketing practices and implementation in the tourism industry 266Pramita Gurjar, Rahul Pratap Singh Kaurav and K.S. Thakur22 The influence of e-WOM via social media platforms on e-Reputationand the selection of tourist destinations 276Prerana Baber, Robert L. Williams Jr and Helena A. Williams23 Do you believe? Online reviews and dark tourism: a sentiment analysisapproach 287Brent McKenzie24 Exploring how travel blogs influence Chinese tourists to visit Japan:a netnographic study of Chinese tourists’ travel blogs 301Kaede Sano and João Romão25 Exploring antecedents of electronic word-of-mouth in tourism: a case ofTripadvisor 322Farah S. Choudhary and Alka SharmaPART V SOCIAL MEDIA AND DECISION-MAKING26 Impacts of social media on travelers’ decision-making process 338Hasan Kilic, Ali Ozturen, Cathrine Banga and Ruth Bamidele27 Impact of social media on millennials’ destination choice behavior:a study of Delhi NCR 354Pramendra Singh and Heena Chauhan28 Travel influencers and influencer marketing in tourism 365Kubra Asan and Medet YolalPART VI SOCIAL MEDIA AND FOOD29 Gastronomy on Twitter: drawing representations from a food event 382Francesc Fusté-Forné and Pere Masip30 Components of gastro-tourists’ experiences in culinary destinations:evidence from sharing economy platforms 395Ibrahim Cifci and Ozan Atsiz31 The effects of social media on the food preferences of Generation Zwithin the scope of gastronomy tourism 412Özlem Altun, Mehmet Necati Cizrelioğullari and Mehmet Veysi Babayiğit32 Uncovering food experience from social media 426Kuan-Huei Lee, Zhengkui Wang and Nur Syazreema Binte Sazari33 Sharing photos of food traveler experiences: a case study of foodstagramming 437Sevinc Goktepe, Merve Aydogan Cifci and Mehmet Altug SahinPART VII BUSINESS PERFORMANCE-RELATED CHALLENGES34 The effect of social media on business performance: a case study ofa Turkish travel agency 452Oya Yildirim35 Social media and tourism development in Africa: an empirical investigation 464Sheereen Fauzel and Verena Tandrayen36 Impact of social media on tourism, hospitality and events 475Gulcin Bilgin TurnaIndex