Facebook usage by local restaurants: A large scale survey
|Authors||Erik Hekman, Marieke Welledonker-Kuijer|
|Research groups||Human Experience & Media Design|
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).