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Social Media and Crisis Management in Tourism: Applications and Implications for Research

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Abstract:

Firms are increasingly facing crises events, while tourism is an industry that is highly vulnerable to numerous risks. Despite the wide adoption of social media in tourism and the previous research examining the use of the Internet for crisis, there is limited but emerging research on the use of social media for crisis management. This article aims to fill in this gap by reviewing the literature. The literature is critically analyzed with the aim to identify the use and the impact of social media for crisis management to both tourism suppliers/organizations and tourism demand. The implications of social media are exemplified with several examples. The literature clearly demonstrates how tourism organizations should exploit the inbound and outbound communication, networking, and collaboration capabilities of social media for including several other stakeholders into their crisis management strategies and activities. The article also discusses the practical and research implications of social media in crisis management for tourism policy makers, tourism suppliers, and researchers.

Keywords: CRISIS MANAGEMENT; CROWD SOURCING; INTERNET; SOCIAL MEDIA

Document Type: Research Article

DOI: https://doi.org/10.3727/109830512X13364362859812

Publication date: 2011-12-01

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  • Information Technology & Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.
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