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Social Media Return on Investment and Performance Evaluation in the Hotel Industry Context

In: Information and Communication Technologies in Tourism 2015

Author

Listed:
  • Dimitrios Buhalis

    (Bournemouth University)

  • Emmanouil Mamalakis

    (Bournemouth University)

Abstract

Marketing has been impacted by social media platforms and the Internet developments. To survive fierce competition, corporations have to take advantage of all the opportunities provided by Social Media (SM). Marketers need to evaluate the effectiveness of different SM channels and Return on Investment (ROI) measurement is critical in the management of SM marketing campaigns. This paper assesses SM ROI using Princess Andriana Hotel in Rhodes, Greece as a case study. It clarifies complicated concepts related to SM ROI measurement. A comprehensive framework, built around the landscape of SM ROI assessment supports measurability. A netnographic observation revealed suitable metrics for the evaluation of the SM activities. Five SM channels and a set of analytics tools were combined to measure SM ROI. The result identified both financial and non-financial returns. Finally, recommendations for future assessment of SM campaign are provided.

Suggested Citation

  • Dimitrios Buhalis & Emmanouil Mamalakis, 2015. "Social Media Return on Investment and Performance Evaluation in the Hotel Industry Context," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 241-253, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-14343-9_18
    DOI: 10.1007/978-3-319-14343-9_18
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    Citations

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    Cited by:

    1. Prados-Peña, Mª Belén & Crespo-Almendros, Esmeralda & Porcu, Lucía, 2022. "COVID-19 and social media communication strategies: A comparative study of the effectiveness of Facebook posts during the lockdown and the “new normal†in the airline industry," Journal of Air Transport Management, Elsevier, vol. 103(C).
    2. Thomas Wozniak & Brigitte Stangl & Roland Schegg & Andreas Liebrich, 0. "The return on tourism organizations’ social media investments: preliminary evidence from Belgium, France, and Switzerland," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    3. Alessandro Inversini & Roland Schegg, 0. "Special issue on ENTER2016," Information Technology & Tourism, Springer, vol. 0, pages 1-3.
    4. María Bonilla-Quijada & Juan Tugores-Ques & Josep Lluís Olmo Arriaga, 2021. "Promotion of urban tourism: insights into user engagement on social media," Information Technology & Tourism, Springer, vol. 23(4), pages 611-632, December.
    5. Sánchez Jiménez, Miguel & Matos, Nelson & Correia, Marisol, 2019. "Evolution Of The Presence And Engagement Of Official Social Networks In Promoting Tourism In Spain," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(3), pages 210-225.
    6. Hyun Gon Kim & Zhan Wang, 2019. "Defining and measuring social customer-relationship management (CRM) capabilities," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 40-50, March.
    7. Thomas Wozniak & Brigitte Stangl & Roland Schegg & Andreas Liebrich, 2017. "The return on tourism organizations’ social media investments: preliminary evidence from Belgium, France, and Switzerland," Information Technology & Tourism, Springer, vol. 17(1), pages 75-100, March.
    8. Anna Krizanova & George Lăzăroiu & Lubica Gajanova & Jana Kliestikova & Margareta Nadanyiova & Dominika Moravcikova, 2019. "The Effectiveness of Marketing Communication and Importance of Its Evaluation in an Online Environment," Sustainability, MDPI, vol. 11(24), pages 1-19, December.
    9. Alessandro Inversini & Roland Schegg, 2017. "Special issue on ENTER2016," Information Technology & Tourism, Springer, vol. 17(1), pages 1-3, March.
    10. Viglia, Giampaolo & Pera, Rebecca & Bigné, Enrique, 2018. "The determinants of stakeholder engagement in digital platforms," Journal of Business Research, Elsevier, vol. 89(C), pages 404-410.

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