Online social networking: Redefining the human web

Michael L. Kasavana, Khaldoon Nusair, Katherine Teodosic

Research output: Contribution to journalReview article

80 Citations (Scopus)

Abstract

Purpose: Although the inplementation of online social networking (OSN) within the hospitality industry is relatively new, its parameters possess unique implications for hospitality industry constituencies including guests, staff members, and management. The purpose of this paper is to examine the evolution, scope and types of online social networks and potential implications for hospitality businesses. Design/methodology/approach: This paper is based on an in-depth review of literature, including intended and unintended consequences of social media. Findings: While social networking can assist a hospitality firm in strengthening guest loyalty and satisfaction, it may also expose itself to unfair criticism and unfounded speculation. In addition, some hospitality firms have sponsored coworker sites in an attempt to incentivize interactivity by encouraging peer-to-peer and staff-to-administrator participation, only to risk exposure of negative relationships and strained working conditions. Research limitations/implications: The literature related to hospitality OSNs is relatively sparse and thus this paper is intended to provide a basis for future investigation. Originality/value: The literature related to hospitality OSNs is relatively sparse and thus this paper is intended to provide a basis for future investigation.

Original languageEnglish
Pages (from-to)68-82
Number of pages15
JournalJournal of Hospitality and Tourism Technology
Volume1
Issue number1
DOIs
Publication statusPublished - Mar 2010

Keywords

  • Hospitality services
  • Internet
  • Social groups
  • Social networks

ASJC Scopus subject areas

  • Information Systems
  • Tourism, Leisure and Hospitality Management
  • Computer Science Applications

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