The Unintended Consequences of Social Media and the Hospitality Industry

Kasavana, Michael L.
October 2008
Hospitality Upgrade;Autumn2008, p122
Trade Publication
The article offers information on the impact of online social media on the business operations of hospitality industry in the U.S. According to the author, the popularity of social media has allowed consumers to share their ideas, suggestions, photos and videos through online communication which helps develop friendship within the virtual community. In addition, the author notes that social network offers media technologies that can facilitate online functionality and monitoring perspectives wherein the data gathered can be used to develop their services for customer satisfaction. It also cites the different types of social media that are applicable in the industry, including friendster, facebook and livejournal.


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