The Influence of the Covid-19 Pandemic on Social Media Engagement of Luxury Hotels

Mónica Gómez-Suárez (), Mónica Veloso and Myriam Quinones
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Mónica Gómez-Suárez: Universidad Autónoma de Madrid
Mónica Veloso: Universidad Autónoma de Madrid
Myriam Quinones: Universidad Autónoma de Madrid

A chapter in Advances in National Brand and Private Label Marketing, 2023, pp 134-141 from Springer

Abstract: Abstract The objective of this study is to analyze the use of social media by luxury hotels, focusing on identifying the reactions of consumers toward the experiential messages issued by this type of hospitality firm. This research emphasizes how the crisis caused by the coronavirus pandemic affected potential guests’ online engagement behavior. An exploratory observation of the official social media accounts of 36 premium hotels in the Canary Islands allows for extracting digital content from 1070 Facebook posts published in 2019 and 624 posted in 2020. Based on descriptive analysis, engagement indexes are built on quantifiable elements of participation (i.e.: likes, shares, and comments). The key implication of this research is that luxury hotels have considerable scope to improve their communications on social media, especially regarding the design and diffusion of messages that include affective components.

Keywords: online engagement; customer experience; hospitality; COVID-19 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-32894-7_15

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DOI: 10.1007/978-3-031-32894-7_15

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