Abstract
Social media is a virtual community or network platform that the public uses to achieve self-creation and it’s sharing with others; under the social media environment, self-media channels become more abundant, and the autonomy and originality of content dissemination are also continuously enhanced. When tourism enterprises face increasing market competition, personalized and targeted promotional programs will, to a certain extent, have a certain appeal to competitors’ potential customer groups, thereby providing tourism enterprise customers with relevant benefits for oriental information, and also serving as an important way for companies to develop new customers. Based on the summary and analysis of previous literature works, this paper expounded the research status and significance of social media environment, elaborated the development background, current status and future challenges of customer-oriented information analysis for tourism enterprises, introduced the methods and principles of customer’s transfer value and life cycle and social media environment’s cognitive composition, proposed a sentiment model of tourist-oriented information analysis under the social media environment, and analysed the management strategy and scheduling platform of customer-oriented information, constructed an analysis system of customer-oriented information in social media environment, performed the reliability, validity, transfer and perception value analysis of customer-oriented information and finally conducted case simulation and its result analysis. The study results of this paper provide a reference for further researches on the customer-oriented information analysis for tourism enterprises under the social media environment.
References
Alt, D. 2017. “College Students’ Perceived Learning Environment and Their Social Media Engagement in Activities Unrelated to Class Work.” Instructional Science 45 (3): 1–21, https://doi.org/10.1007/s11251-017-9418-0.Search in Google Scholar
Aghdaie, S. F. A., and B. Sasani. 2017. “Identifying and Analysing Components of Customer Relationship Management Influencing Customer-Oriented Behaviour of Employees: The Case of Bank Mellat Branches of Khouzestan Province.” International Journal of Productivity and Quality Management 22 (3): 363–77, https://doi.org/10.1504/ijpqm.2017.087304.Search in Google Scholar
Choi, E. K., and H. W. Joung. 2017. “Employee Job Satisfaction and Customer-Oriented Behavior: A Study of Frontline Employees in the Foodservice Industry.” Journal of Human Resources in Hospitality & Tourism 16 (3): 235–51, https://doi.org/10.1080/15332845.2017.1253428.Search in Google Scholar
Celeste, E. 2019. “Terms of Service and Bills of Rights: New Mechanisms of Constitutionalisation in the Social Media Environment?” International Review of Law, Computers & Technology 33 (2): 122–38, https://doi.org/10.1080/13600869.2018.1475898.Search in Google Scholar
Choi, D. H., and D. H. Shin. 2017. “Exploring Political Compromise in the New Media Environment: the Interaction Effects of Social Media Use and the Big Five Personality Traits.” Personality and Individual Differences 106: 163–71, https://doi.org/10.1016/j.paid.2016.11.022.Search in Google Scholar
Jalilvand, R., M. 2017. “The Effect of Innovativeness and Customer-Oriented Systems on Performance in the Hotel Industry of Iran.” Journal of Science and Technology Policy Management 8 (1): 43–61, https://doi.org/10.1108/jstpm-08-2016-0018.Search in Google Scholar
Kim, J. H., and D. Min. 2016. “Designing Customer-Oriented Non-monetary Promotions in the Tourism Industry.” Journal of Travel & Tourism Marketing 33 (2): 184–96, https://doi.org/10.1080/10548408.2015.1044062.Search in Google Scholar
Lodhia, S., and G. Stone. 2017. “Integrated Reporting in an Internet and Social Media Communication Environment: Conceptual Insights.” Australian Accounting Review 27 (1): 17–33, https://doi.org/10.1111/auar.12143.Search in Google Scholar
Lin, C. H. V., K. Sanders, J. M. J. Sun, H. Shipton, and E. A. Mooi. 2016. “From Customer-Oriented Strategy to Organizational Financial Performance: The Role of Human Resource Management and Customer-Linking Capability.” British Journal of Management 27 (1): 21–37, https://doi.org/10.1111/1467-8551.12142.Search in Google Scholar
Manna, E. 2017. “Customer-oriented Employees: Blessing or Curse for Firms?” Journal of Economics and Management Strategy 26 (4): 842–75.10.1111/jems.12232Search in Google Scholar
Nguyen, Q. C., H. Meng, D. Li, S. Kath, and F. Li. 2017. “Social Media Indicators of the Food Environment and State Health Outcomes.” Public Health 148: 120–8, https://doi.org/10.1016/j.puhe.2017.03.013.Search in Google Scholar
Nick, H. 2018. “Ethical Environment in the Online Communities by Information Credibility: A Social Media Perspective.” Journal of Business Ethics 149 (4): 799–810.10.1007/s10551-016-3036-7Search in Google Scholar
Pande, S. K., S. K. Panda, and S. Das. 2016. “A Customer-Oriented Task Scheduling for Heterogeneous Multi-Cloud Environment.” International Journal of Cloud Applications and Computing 6 (4): 1–17, https://doi.org/10.4018/ijcac.2016100101.Search in Google Scholar
Song, H. 2015. “Comprehensive Evaluation of E-Commerce Performance in Small and Medium-Sized Tourism Enterprises: A Resource-Based.” International Journal of Multimedia and Ubiquitous Engineering 10 (8): 139–48, https://doi.org/10.14257/ijmue.2015.10.8.14.Search in Google Scholar
Sohaib, M., P. Hui, U. Akram, A. Majeed, Z. Akram, and M. Bilal. 2019. “Understanding the Justice Fairness Effects on eWOM Communication in Social Media Environment.” International Journal of Enterprise Information Systems 15 (1): 69–84, https://doi.org/10.4018/ijeis.2019010104.Search in Google Scholar
Sahney, S. 2016. “Use of Multiple Methodologies for Developing a Customer-Oriented Model of Total Quality Management in Higher Education.” International Journal of Educational Management 30 (3): 326–53, https://doi.org/10.1108/ijem-09-2014-0126.Search in Google Scholar
Tsaur, S. H., Y. Y. Dai, and J. S. Liu. 2018. “Soco’s Impact on Service Outcomes of Tour Guides: the Moderating Effect of Customers’ Shopping Orientation.” Current Issues in Tourism 21 (7–12): 917–33, https://doi.org/10.1080/13683500.2015.1118444.Search in Google Scholar
Wei, M. 2015. “Construction and Application of CAA Model for Intelligent Tourism.” Tourism Analysis 20 (2): 215–27, https://doi.org/10.3727/108354215x14265319207515.Search in Google Scholar
Wieland, U., M. Fischer, M. Pfitzner, and A. Hilbert. 2015. “Process Performance Measurement System – Towards a Customer-Oriented Solution.” Business Process Management Journal 21 (2): 312–31, https://doi.org/10.1108/bpmj-04-2014-0032.Search in Google Scholar
Xue, R., S. Huang, X. Luo, D. Jiang, X. Da, and Y. Richard. 2018. “Semantic Emotion-Topic Model in Social Media Environment.” Journal of Web Engineering 17 (1–2): 77–96.Search in Google Scholar
© 2021 Walter de Gruyter GmbH, Berlin/Boston
