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Master thesis for 1 person, IS Social Networks have become omnipresent in recent years. Not only private people but also more and more companies are addressing their customers via various channels. Tourism is a very large industry sector in Tyrol and naturally hotels must guarantee a good service for achieving a high level of customer satisfaction and retention. Not only networks like facebook play a major role but also review and rating platforms like
hotelcheck.de are crucial within the domain. Some questions arise when talking about online communication and reputation management: How fast do hotels react to negative feedback? How much is the actual impact of online activities on daily business? As part of this thesis an existing analysis of the usage of social networks within tourism shall be extended. The thesis' goal is to provide an overview of state-of-the-art as well as a threats and opportunities analysis for hotels in the local area by conducting surveys and getting in contact with tourism authorities.
Mandatory: none, mostly literature discovery and analysis