Facebook usage by local restaurants: a large scale survey
By Erik Hekman on 18 April 2013
This is part of an extended abstract which was submitted by Marieke and myself to “The 13th International Research Symposium on Service Excellence in Management” which will be held in june 2013.
Social media are rapidly becoming a viable way of service marketing and customer engagement in the hospitality industry. Facebook, for instance, allows restaurants to publish information, multimedia content and engage with their customers e.g., to answer questions or learn about their preferences. Being active on social media has become increasingly important as customers more frequently turn to social media and the Web for restaurant reviews before deciding to visit (Lewis and Chambers, 2000).
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I’m currently in the process of wrapping up my paper about Flickr the Commons. Retrieving a large dataset really has been beneficial in regards to my research. I’m not going to blog any spoilers but it is fun to look at the data especially in regard to the location of the Flickr Community members. To get a better understanding who contributes to the Commons we analyzed 167,871 accounts. This was the total amount of accounts who actively did something with the content of the institutions. One of the more interesting things was to see if we could determine the users locations and see which countries participate more.
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