1. bookVolumen 53 (2017): Edición 4 (December 2017)
Detalles de la revista
License
Formato
Revista
eISSN
2543-5361
Primera edición
17 Oct 2014
Calendario de la edición
4 veces al año
Idiomas
Inglés
Acceso abierto

Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry

Publicado en línea: 29 Dec 2017
Volumen & Edición: Volumen 53 (2017) - Edición 4 (December 2017)
Páginas: 93 - 114
Detalles de la revista
License
Formato
Revista
eISSN
2543-5361
Primera edición
17 Oct 2014
Calendario de la edición
4 veces al año
Idiomas
Inglés

Adams, O. (2014), 5 ways appreciate customers on social media, http://comerecommended.com/5‑ways-appreciatecustomers- social-media/?hvid=1PlafC (20.09.2015).Search in Google Scholar

Baird, C. H., Parasnis, G. (2011), From social media to social CRM, IBM Institute for Business Value, http://www-935.ibm.com/services/uk/cio/pdf/social_media_Part_Executive_Report.pdf (6.10.2015).Search in Google Scholar

Baird, C. H., Parasnis, G. (2011), From social media to social customer relationship management, Strategy & Leadership, Vol. 39, Iss. 5.10.1108/10878571111161507Search in Google Scholar

Bandura, A. (2001), Social cognitive theory: an agentic perspective, Annual Review of Psychology, Vol. 52.10.1146/annurev.psych.52.1.1Abierto DOISearch in Google Scholar

Barefoot, D., Szabo, J. (2011), Znajomi na wagę złota, Warsaw, Wolter Kluwer.Search in Google Scholar

Baruk, I. A. (2014), Wybrane aspekty holistycznej orientacji marketingowej, in: A. Stabryła, T. Małkus (Eds.) Strategia zarządzania organizacjami w społeczeństwie informacyjnym, Cracow, Mfiles.pl.Search in Google Scholar

Blattberg, R. C., Deighton, J. (1991), Interactive marketing: exploiting the age of addressability, MIT Sloan Management Review.Search in Google Scholar

Bonsón, E., Ratkai, M. (2013), A set of metrics to assess stakeholder engagement and social legitimacy on a corporate Facebook page, Online Information Review, Vol. 37, No. 5, pp. 787-803, https://doi.org/10.1108/OIR-03-2012-0054 (20.09.2015).10.1108/OIR-03-2012-0054(20.09.2015)Abierto DOISearch in Google Scholar

Bradley, A. J., McDonald, M. P. (2011), The social organization: how to use social media to tap the collective genius of your customers and employees, Harvard Business Press.Search in Google Scholar

Brown, J., Broderick, A. J., Lee, N. (2007), Word of mouth communication within online communities: conceptualizing the online social network, Journal of Interactive Marketing, No. 21, pp. 2-20.Search in Google Scholar

Buchnowska, D. (2013), Analiza i ocena poziomu wykorzystania mediow społecznościowych przez największe polskie przedsiębiorstwa, Informatyka Ekonomiczna, Vol. 30, No. 4.Search in Google Scholar

Buhalis, D., Law, R. (2008), Progress in information technology and tourism management: 20 years on and 10 years after the Internet - the state of eTourism research, Tourism Management, Vol. 29, No. 4, pp. 609-623, https://doi.org/10.1016/j.tourman.2008.01.005 (22.09.2015).10.1016/j.tourman.2008.01.005Search in Google Scholar

Bulchand-Gidumal, J., Melian-Gonzalez, S., Gonzalez Lopez-Valcarcel, B. (2013), A social media analysis of the contribution of destinations to client satisfaction with hotels, International Journal of Hospitality Management, No. 35, pp. 44-47, http://dx.doi.org/10.1016/j.ijhm.2013.05.003 (20.10.2015).10.1016/j.ijhm.2013.05.003(20.10.2015)Abierto DOISearch in Google Scholar

Cabiddu, F., De Carlo, M., Piccoli, G. (2014), Social media affordances: enabling customer engagement, Annals of Tourism Research, No. 48, pp. 175-192, http://dx.doi.org/10.1016/j.annals (3.06.2014).10.1016/j.annals(3.06.2014)Abierto DOISearch in Google Scholar

Callarisa, L., Sanchez Garcia, J., Cardiff, J., Roshchina, A. (2012), Harnessing social media platforms to measure customer-based hotel brand equity, Tourism Management Perspectives, No. 4, pp. 73-79, https://doi.org/10.1016/j.tmp.2012.04.005 (5.09.2015).10.1016/j.tmp.2012.04.005(5.09.2015)Abierto DOISearch in Google Scholar

Chan, N. L., Guillet, B. D. (2011), Investigation of social media marketing: how does the hotel industry in Hong Kong perform in marketing on social media websites? Journal of Travel and Tourism Marketing, Vol. 28, No. 4, pp. 345-368.Search in Google Scholar

Chathoth, P. K., Ungson, G. R., Altinay, L., Chan, E. S. W., Harrington, R., Okumus, F. (2014), Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions, Tourism Management, No. 42, pp. 181-193, https://doi.org/10.1016/j.tourman.2013.12.002 (20.11.2015).10.1016/j.tourman.2013.12.002(20.11.2015)Abierto DOISearch in Google Scholar

Cheung, Ch. M. K., Thadani, D. R. (2012), The impact of electronic word-of-mouth communication: a literature analysis and integrative model, Decision Support Systems, Vol. 54, No. 1, pp. 461-470, https://doi.org/10.1016/j.dss.2012.06.008 (11.09.2015).10.1016/j.dss.2012.06.008(11.09.2015)Abierto DOISearch in Google Scholar

Crawford, K. (2009), Following you: disciplines of listening in social media, Journal of Media & Cultural Studies, Vol. 23, No. 4. 10.1080/10304310903003270Search in Google Scholar

Cream (2010), http://www.creamglobal.com/search/17798/20207/pizza-turnaround/ (14.09.2015).Search in Google Scholar

Crompton, J. L. (2003), Adapting Herzberg: a conceptualization of the effects of hygiene and motivator attributes on perceptions of event quality, Journal of Travel Research, Vol. 41, No. 3.10.1177/0047287502239039Search in Google Scholar

Dellarocas, Ch. (2003), The digitization of word of mouth: promise and challenges of online feedback mechanisms, Management Science, Vol. 49, No. 10, pp. 1407-1424.Search in Google Scholar

Deloitte (2015), Internet zmienia branżę turystyczną, Polska Szerokopasmowa, http://www.polskaszerokopasmowa.pl/artykuly/interent-zmienia-branze-turystyczna.html (15.09.2015).Search in Google Scholar

Desreumaux, G. (2015), The 10 top reasons why we use social Networks, WERSM, http://wersm.com/the-10-topreasons-why-we-use-social-networks/#!prettyPhoto (28.09.2015).Search in Google Scholar

Deszczyński, B. (2005), Zarządzanie relacjami z klientami (CRM) w przedsiębiorstwie, Zeszyty Naukowe Uniwersytetu Ekonomicznego (AE) w Poznaniu, Vol. 65.Search in Google Scholar

Deszczyński, B. (2007), Uwarunkowania wdrażania CRM w przedsiębiorstwie, Ruch Prawniczy, Ekonomiczny i Socjologiczny, Vol. 2.Search in Google Scholar

Deszczyński, B. (2008), Zewnętrzne bariery wdrażania strategii CRM w integrującej się Europie, in: Polityka unijnej integracji: wybrane relacje zewnętrzne i wewnętrzne, Zielona Gora, Wydawnictwo Uniwersytetu Zielonogorskiego.Search in Google Scholar

Deszczyński, B. (2011), CRM - strategia, system, zarządzanie zmianą. Jak uniknąć błędów i osiągnąć sukces wdrożenia, Warsaw, Wolter Kluiver.Search in Google Scholar

Deszczyński, B. (2012), Rola public relations w strategii CRM - spojrzenie w dobie mediow społecznościowych, in: K. Gołata, W. Rydzak (Eds.), Lokalne i globalne aspekty komunikowania społecznego, Wydawnictwo Uniwersytetu Ekonomicznego w Poznaniu.Search in Google Scholar

Deszczyński, B. (2014), Zasoby relacyjne - konceptualizacja pojęcia w świetle zasobowej teorii przedsiębiorstwa, Studia Oeconomica Posnaniensia, No. 11, Wydawnictwo Uniwersytetu Ekonomicznego w Poznaniu.Search in Google Scholar

Deszczyński, B. (2016a), Multi-channel opportunity management ‒ an exploratory research on the example of tourist industry, Marketing i Zarządzanie, Vol. 46, No. 5, pp. 135-142, https://doi.org/10.18276/miz.201646-14 (15.09.2017).10.18276/miz.201646-14(15.09.2017)Abierto DOISearch in Google Scholar

Deszczyński, B. (2016b), The impact of opportunity management on the relationship business model (A study in the Polish housing industry), Journal of Eastern European and Central Asian Research, Vol. 3, No. 2, pp. 1-10, https://doi.org/10.15549/jeecar.v3i2.137 (15.09.2017).10.15549/jeecar.v3i2.137(15.09.2017)Abierto DOISearch in Google Scholar

Deszczyński, B. (2016c), The maturity of corporate relationship management, Gospodarka Narodowa, Vol. 283, No. 3.10.33119/GN/100777Search in Google Scholar

Deszczyński, B. (2016d), Upodmiotowienie pracownikow jako element przewagi konkurencyjnej w organizacjach ukierunkowanych na zarządzanie relacjami, Studia Ekonomiczne, Zeszyty Naukowe Uniwersytetu Ekonomicznego (Akademii Ekonomicznej) w Katowicach, No. 255, pp. 280-288.Search in Google Scholar

Deszczyński, B., Mielcarek, P. (2014), The online/offline gap in lead management process, Przegląd Organizacji, Vol. 8.Search in Google Scholar

Deszczyński, B., Mielcarek, P. (2015), Nieciągłości w procesie zarządzania szansami sprzedaży w branży motoryzacyjnej, Marketing i Rynek, No. 2.Search in Google Scholar

Dziadul, C. (2013), Triple blow for nc+, Broadband TV News, http://www.broadbandtvnews.com/2013/04/03/triple-blow-for-nc/ (10.09.2015).Search in Google Scholar

Facebook (2013), Anty NC+, jestem na nie!!!, https://www.facebook.com/antyncplus?fref=ts (10.09.2015).Search in Google Scholar

German, M. (2013), Obroty wzrosły, zyski na poziomie sprzed roku, Wiadomości Turystyczne, A special edition, 16 June.Search in Google Scholar

Grönroos, C. (2004), The relationship marketing process: communication, interaction, dialogue, value, Journal of Business & Industrial Marketing, Vol. 19, Iss. 2, pp. 99-113.10.1108/08858620410523981Abierto DOISearch in Google Scholar

Grönroos, C. (2009), Marketing as promise management: regaining customer management for marketing, Journal of Business & Industrial Marketing, Vol. 24, No. 5-6.10.1108/08858620910966237Abierto DOISearch in Google Scholar

Grunig, J. E. (2006), Furnishing the edifice: ongoing research on public relations as a strategic management function, Journal of Public Relations Research, No. 18.10.1207/s1532754xjprr1802_5Abierto DOISearch in Google Scholar

Haythronthwaite, C., Bruce, B. C., Andrews, R., Kazmer, M. M., Montague, R.‑A., Preston, C. (2007), Theories and models of and for online learning, First Monday, Vol. 12, No. 8-6.Search in Google Scholar

Hill Holiday (2015), http://cbi.hhcc.com/writing/the-myth-of-5000-ads/ (28.10.2015).Search in Google Scholar

Ivankova, N. V., Creswell, W. J., Stick, S. L. (2006), Using mixed-methods sequential explanatory design: from theory to practice, Field Methods, Vol. 18, No. 3, London, Sage.10.1177/1525822X05282260Search in Google Scholar

Johnson, R., Redmond, D. (1998), The art of empowerment, the profit and pain of employee involvement, Financial Times Professional Ltd., London.Search in Google Scholar

Kaplan, A. M., Haenlein, M. (2010), Users of the world, unite! The challenges and opportunities of social media, Business Horizons, Vol. 53, Iss. 1.10.1016/j.bushor.2009.09.003Search in Google Scholar

Kim, D., Kim, J. H., Nam, Y. (2014), How does industry use social networking sites? An analysis of corporate dialogic uses of Facebook, Twitter, YouTube, and LinkedIn by industry type, Quality and Quantity, Vol. 48, https://doi.org/10.1007/s11135-013-9910-9 (17.09.2015).10.1007/s11135-013-9910-9(17.09.2015)Abierto DOISearch in Google Scholar

Kim, W. G., Lim, H., Brymer, R. A. (2015), The effectiveness of managing social media on hotel performance, International Journal of Hospitality Management, No. 44, pp. 165-171, http://dx.doi.org/10.1016/j.ijhm.2014.10.014 (12.10.2015).10.1016/j.ijhm.2014.10.014(12.10.2015)Abierto DOISearch in Google Scholar

Kotler, P. (2008), Marketing strategy, London Business Forum, https://www.youtube.com/atch?v=bilOOPuAvTY&index=2&t=308s&list=PL9btEKNrk2vLhHTqWqEI96UlEDq7ccgn5 (10.09.2015).Search in Google Scholar

Kotler, P. (2012), FAQs on marketing, answers and advice by the guru of marketing, Singapore, Marshall Cavendish Business.Search in Google Scholar

Lange, W. F., Elliot, S. (2012), Understanding the role of social media in destination marketing, Tourismos: An International Multidisciplinary Journal of Tourism, Vol. 7, No. 1, pp. 193-211.Search in Google Scholar

Ledbetter, A., Mazer, J. P. (2014), Do online communication attitudes mitigate the association between Facebook use and relational interdependence? An extension of media multiplexity theory, New Media and Society, Vol. 16, No. 5, pp. 806-822.Search in Google Scholar

Litvin, S., Goldsmith, R., Pan, B. (2008), Electronic word-of-mouth in hospitality and tourism management, Tourism Management, Vol. 29, No. 3, pp. 458-468.10.1016/j.tourman.2007.05.011Abierto DOISearch in Google Scholar

Lovelock, Ch.H., Wirtz, J. (2007), Services marketing, people, technology, strategy, 6th ed., Pearson Prentice Hall, International edition.Search in Google Scholar

Mazur, J., Zaborek, P. (2014), Validating DART model, International Journal of Management and Economics (Zeszyty Naukowe KGŚ), No. 44.Search in Google Scholar

Mills, A. J. (2012), Virality in social media, the SPIN Network, Journal of Public Affairs, Vol. 12, No. 2.10.1002/pa.1418Search in Google Scholar

Mitulski, J. (2013), Hotele. Polscy hotelarze uwierzyli w sieci - rynek franszyzy hotelowej bije rekordy, materials from Horwath HTL Poland.Search in Google Scholar

Montalvo, R. E. (2011), Social media management, International Journal of Management and Information Systems, Vol. 15, No. 3.10.19030/ijmis.v15i3.4645Search in Google Scholar

Musiał, W. (2013), Modernizacja Polski, polityki rządowe w latach 1918-2004, Wydawnictwo Naukowe Uniwersytetu Mikołaja Kopernika w Toruniu.Search in Google Scholar

Nielsen (2012), The social media report 2012, Nielsen Company.10.5465/AMBPP.2012.13580abstractSearch in Google Scholar

Niininen, O., Buhalis, D., March, D. (2007), Customer empowerment in tourism through consumer centric marketing (CCM), Qualitative Market Research, An International Journal, Vol. 10, Iss. 3, pp. 265-281, https://doi.org/10.1108/13522750710754308 (10.09.2015).10.1108/13522750710754308Search in Google Scholar

O’Connor, P. (2010), Managing a hotel’s image on tripadvisor, Journal of Hospitality Marketing and Management, Vol. 19, No. 7, pp. 754-772.Search in Google Scholar

Papasolomou, I., Melanthiou, Y. (2012), Social media: marketing public relations’ new best friend, Journal of Promotion Management, Vol. 18.Search in Google Scholar

Prahalad, C. K., Ramaswamy, V. (2004), Co-creation experiences, the next practice in value creation, Journal of Interactive Marketing, Vol. 18, No. 3.10.1002/dir.20015Abierto DOISearch in Google Scholar

Rak, B. (2015), Social media customer care - rosnące znaczenie obsługi klienta w mediach społecznościowych. Nowe możliwości? Poczytaj o tym, http://nf.pl/manager/znaczenie-obslugi-klienta-w-mediach-spolecznosciowych,, 47507,62 (14.09.2015).Search in Google Scholar

Ramaswamy, V. (2009), Leading the transformation to co-creation of value, Strategy and Leadership, Vol. 37, Iss. 2.10.1108/10878570910941208Search in Google Scholar

Randall & Reilly (2015), Domino’s pizza: a case study in customer Feedback, http://www.randallreilly.com/2015/01/marketing-2/dominos-pizza-a-case-study-in-customer-feedback/ (14.09.2015).Search in Google Scholar

Rhee, H. T., Yang, S.‑B. (2014), How does hotel attribute importance vary among different travelers? An exploratory case study based on a conjoint analysis, Electronic Markets.10.1007/s12525-014-0161-ySearch in Google Scholar

Rosman, R., Stuhura, K. (2013), The implications of social media on customer relationship management and the hospitality industry, Journal of Management Policy and Practice, Vol. 14, No. 3.Search in Google Scholar

Seppä, M., Tanev, S. (2011), The future of co-creation, Open Source Business Resource, http://timreview.ca/article/423 (20.09.2016).Search in Google Scholar

Shukle, R. (2015), How to cultivate loyal customers with social media, http://www.socialmediaexaminer.com/how-to-cultivate-loyal-customers-with-social-media/ (29.09.2015).Search in Google Scholar

Smith, J. (2006), Empowerment. Jak zwiększyć zaangażowanie pracowników, Gliwice, Helion.Search in Google Scholar

Sotiriadis, M. D., van Zyl, C. (2013), Electronic word-of-mouth and online reviews in tourism services: the use of twitter by tourists, Electronic Commerce Research, No. 13, https://doi.org/10.1007/s10660-013-9108-1 (18.09.2015).10.1007/s10660-013-9108-1(18.09.2015)Abierto DOISearch in Google Scholar

Sparks, B. A., Browning, V. (2011), The impact of online reviews on hotel booking intentions and perception of trust, Tourism Management, Vol. 32, No. 6, pp. 1310-1323, https://doi.org/10.1016/j.tourman.2010.12.011 (8.09.2015).10.1016/j.tourman.2010.12.011(8.09.2015)Abierto DOISearch in Google Scholar

Stelzner, M. A. (2013), Social media marketing industry report, http://www.socialmediaexaminer.com/socialmedia- marketing-industry-report-2013/ (1.10.2015).Search in Google Scholar

Stopczyński, B. (2012), Wykorzystanie mediow społecznościowych w przedsiębiorstwach rodzinnych, Przedsiębiorczość i Zarządzanie, Vol. XIII, Łodź, p. 8.Search in Google Scholar

Stysiak, M. (2013), NC+ nie podbił rynku. Cyfrowy Polsat utrzymuje pozycję lidera, Gazeta Wyborcza, 28 August, http://wyborcza.biz/Gieldy/1,122116,14507509,NC__nie_podbil_rynku__Cyfrowy_Polsat_utrzymuje_pozycje.html (10.09.2015).Search in Google Scholar

Tillmann, K. J. (2005), Teorie socjalizacji. Społeczność, instytucja, upodmiotowienie, Warsaw, PWN.Search in Google Scholar

Vargo, S. L., Lusch, R. F. (2006), Service - dominant logic. What it is, what it is not, what it might be, in: R. F. Lush, S. L. Vargo (Eds.), The service dominant logic in marketing. Dialog, debate and directions, New Delhi, Prentice-Hall of India, pp. 43-56.Search in Google Scholar

Vargo, S. L., Lusch, R. F. (2008), Service-dominant logic: continuing the evolution, Journal of the Academy of Marketing Science, Vol. 36, https://doi.org/10.1007/s11747-007-0069-6 (23.10.2015).10.1007/s11747-007-0069-6(23.10.2015)Abierto DOISearch in Google Scholar

Vargo, S. L., Lusch, R. F. (2016), Institutions and axioms: an extension and update of service-dominant logic, Journal of the Academy of Marketing Science, No. 44, pp. 5-23.10.1007/s11747-015-0456-3Abierto DOISearch in Google Scholar

Verhagen, T., Swen, E., Feldberg, F., Merikivi, J. (2015), Benefitting from virtual customer environments: an empirical study of customer engagement, Human Behavior, Vol. 48, pp. 340-357, https://doi.org/10.1016/j.chb.2015.01.061 (23.11.2017).10.1016/j.chb.2015.01.061(23.11.2017)Abierto DOISearch in Google Scholar

von Hippel, E. (2005), Democratizing innovation, Cambridge MA, MIT Press.10.7551/mitpress/2333.001.0001Search in Google Scholar

Whitler, K. A. (2014), Why word of mouth marketing is the most important social media, http://www.forbes.com/sites/kimberlywhitler/2014/07/17/why-word-of-mouth-marketing-is-the-most-important-social-media/ (16.09.2015).Search in Google Scholar

Wojcik, K. (2011), Nurt krytyczny w teorii Public Relations - nowe koncepcje teoretyczne czy tylko kontestowanie dotychczasowych podejść badawczych, modeli i wzorow działania, in: K. Stasiuk-Krajewska, D. Tworzydło, Z. Chmielewski (Eds.), Public relations, doświadczenia, badania, wątpliwości, Rzeszow, Newsline.Search in Google Scholar

Wojciszko, B., Baryła, W. (2001), Polacy jako uczestnicy kultury narzekania, in: J. Bralczyk, K. Mosiołek-Kłosińska (Eds.), Zmiany publicznych zwyczajów językowych, Gdańskie Wydawnictwo Psychologiczne.Search in Google Scholar

Zeng, B., Gerritsen, R. (2014), What do we know about social media in tourism? A review, Tourism Management Perspectives, No. 10, pp. 27-36, http://dx.doi.org/10.1016/j.tmp.2014.01.001 (23.10.2015).10.1016/j.tmp.2014.01.001Search in Google Scholar

Artículos recomendados de Trend MD

Planifique su conferencia remota con Sciendo