Application of social media analytics in tourism crisis communication

References

• Antoniadis, I., Serdaris, P., & Charmantzi, A. (2014). The application of social networking analysis in marketing: A case study of a product’s page in facebook’. Proceedings of the ICCMI 2014, 873–879.
   Google Scholar
• Austin, L., Fisher Liu, B., & Jin, Y. (2012). How audiences seek out crisis information: Exploring the social-mediated crisis communication model. Journal of Applied Communication Research, 40(2), 188–207.
   Web of Science ®Google Scholar
• Avraham, E. (2016). Destination marketing and image repair during tourism crises: The case of Egypt. Journal of Hospitality and Tourism Management, 28, 41–48.
   Web of Science ®Google Scholar
• Bevil, D. (2017). Hurricane Irma forces Disney, Universal, SeaWorld closings in Orlando. Retrieved from http://www.orlandosentinel.com/weather/hurricane/os-hurricane-irma-disney-closes-orlando-20170908-story.html
   Google Scholar
• Canright, G. S., & Engø-Monsen, K. (2006). Spreading on networks: A topographic view. Complexus, 3(1–3), 131–146.
   Google Scholar
• Chae, J., Thom, D., Jang, Y., Kim, S., Ertl, T., & Ebert, D. S. (2014). Public behavior response analysis in disaster events utilizing visual analytics of microblog data. Computers & Graphics, 38, 51–60.
   Web of Science ®Google Scholar
• Collins, A. M., & Loftus, E. F. (1975). A spreading-activation theory of semantic processing. Psychological Review, 82(6), 407–428.
   Web of Science ®Google Scholar
• Coombs, T., & Holladay, S. (2014). How publics react to crisis communication efforts. Comparing crisis response reactions across sub-arenas. Journal of Communication Management, 18(1), 40–57.
   Google Scholar
• Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding. (2nd ed.). Thousand Oaks, CA: Sage Publications, Inc.
   Google Scholar
• Faulkner, B. (2001). Towards a framework for tourism disaster management. Tourism Management, 22(2), 135–147.
   Web of Science ®Google Scholar
• Freberg, K. (2012). Intention to comply with crisis messages communicated via social media. Public Relations Review, 38(3), 416–421.
   Web of Science ®Google Scholar
• Freeman, L. C. (1978). Centrality in social networks conceptual clarification. Social Networks, 1(3), 215–239.
   Web of Science ®Google Scholar
• Golbeck, J. (2013). Analyzing the social web. Waltham: Newnes.
   Google Scholar
• Gonzalez-Herrero, A., & Smith, S. (2008). Crisis communications management on the web: How internet-based technologies are changing the way public relations professionals handle business crises. Journal of Contingencies and Crisis Management, 16(3), 143–153.
   Google Scholar
• Hagen, L., Keller, T., Neely, S., DePaula, N., & Robert-Cooperman, C. (2017). Crisis communications in the age of social media: A network analysis of zika-related tweets. Social Science Computer Review, 0894439317721985, in press.
   Google Scholar
• Hansen, D. L. (2011). Exploring social media relationships. On the Horizon, 19(1), 43–51.
   Google Scholar
• Henderson, G. R., Iacobucci, D., & Calder, B. J. (1998). Brand diagnostics: Mapping branding effects using consumer associative networks. European Journal of Operational Research, 111(2), 306–327.
   Web of Science ®Google Scholar
• Houston, J. B., Hawthorne, J., Perreault, M. F., Park, E. H., Goldstein Hode, M., Halliwell, M. R., & Griffith, S. A. (2015). Social media and disasters: A functional framework for social media use in disaster planning, response, and research. Disasters, 39(1), 1–22.
   PubMed Web of Science ®Google Scholar
• Jang, H. Y., & Barnett, G. A. (1994). Cultural differences in organizational communication: A semantic network analysis 1. Bulletin of Sociological Methodology/Bulletin de Méthodologie Sociologique, 44(1), 31–59.
   Google Scholar
• Jin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective crisis management: The effects of crisis origin, information form, and source on publics’ crisis responses. Communication Research, 41(1), 74–94.
   Web of Science ®Google Scholar
• Kang, J. (2018). Effective marketing outcomes of hotel Facebook pages: The role of active participation and satisfaction. Journal of Hospitality and Tourism Insights, 1(2), 106–120.
   Web of Science ®Google Scholar
• Ketter, E. (2016). Destination image restoration on facebook: The case study of Nepal’s Gurkha Earthquake. Journal of Hospitality and Tourism Management, 28, 66–72.
   Web of Science ®Google Scholar
• Laws, E., & Prideaux, B. (2005). Tourism crises: Management responses and theoretical insight. Philadelphia, PA: Haworth Press.
   Google Scholar
• Lee, B. K. (2004). Audience-oriented approach to crisis communication: A study of Hong Kong consumers’ evaluation of an organizational crisis. Communication Research, 31(5), 600–618.
   Web of Science ®Google Scholar
• Leung, X. Y., & Jiang, L. (2018). How do destination Facebook pages work? An extended TPB model of fans’ visit intention. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-09-2017-0088
   Web of Science ®Google Scholar
• Lindsay, B. R. (2011). Social media and disasters: Current uses, future options, and policy considerations ( CRS Report for Congress). Washington, DC: Congressional Research Service.
   Google Scholar
• Lo, Y. C., & Fang, C. Y. (2018). Facebook marketing campaign benchmarking for a franchised hotel. International Journal of Contemporary Hospitality Management, 30(3), 1705–1723.
   Web of Science ®Google Scholar
• Manovich, L. (2011). Trending: The promises and the challenges of big social data. Debates in the Digital Humanities, 2, 460–475.
   Google Scholar
• Newman, M. E. (2005). A measure of betweenness centrality based on random walks. Social Networks, 27(1), 39–54.
   Web of Science ®Google Scholar
• Ostrower, J. (2017). Florida air travel shutting down ahead of Irma. CNN Money. Retrieved from http://money.cnn.com/2017/09/08/news/florida-preps-air-travel-shutdown-irma/index.html
   Google Scholar
• Palen, L., Hiltz, S. R., & Liu, S. B. (2007). Online forums supporting grassroots participation in emergency preparedness and response. Communications of the ACM, 50(3), 54–58.
   Web of Science ®Google Scholar
• Palen, L., & Liu, S. B. (2007). Citizen communications in crisis: Anticipating a future of ICT-supported public participation. Proceedings of the SIGCHI conference on Human factors in computing systems (pp. 727–736). ACM.
   Google Scholar
• Paris, C. M., & Rubin, S. (2013). Backpacking, social media, and crises: A discussion of online social convergence. In L. Cantoni & Z Xiang (Eds.), Information and communication technologies in tourism 2013 (pp. 207–217). Berlin: Springer.
   Google Scholar
• Park, S. B., Jang, J., & Ok, C. M. (2016). Analyzing Twitter to explore perceptions of Asian restaurants. Journal of Hospitality and Tourism Technology, 7(4), 405–422.
   Web of Science ®Google Scholar
• Park, S. B., Kim, H. J., & Ok, C. M. (2017). Linking emotion and place on Twitter at Disneyland. Journal of Travel & Tourism Marketing, 35(5), 1–14.
   Web of Science ®Google Scholar
• Park, J. H., Lee, C., Yoo, C., & Nam, Y. (2016). An analysis of the utilization of Facebook by local Korean governments for tourism development and the network of smart tourism ecosystem. International Journal of Information Management, 36(6), 1320–1327.
   Web of Science ®Google Scholar
• Park, S. B., Ok, C. M., & Chae, B. K. (2016). Using twitter data for cruise tourism marketing and research. Journal of Travel & Tourism Marketing, 33(6), 885–898.
   Web of Science ®Google Scholar
• Prell, C. (2012). Social network analysis: History, theory and methodology. Los Angeles: Sage.
   Google Scholar
• Reynolds, B., & Seeger, M. (2005). Crisis and emergency risk communication as an integrative model. Journal of Health Communication, 10(1), 43–55.
   PubMed Web of Science ®Google Scholar
• Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management in the tourism industry. Tourism Management, 25(6), 669–683.
   Web of Science ®Google Scholar
• Ritchie, B. W., Bentley, G., Koruth, T., & Wang, J. (2011). Proactive crisis planning: Lessons for the accommodation industry. Scandinavian Journal of Hospitality and Tourism, 11(3), 367–386.
   Web of Science ®Google Scholar
• Ritchie, B. W., Dorrell, H., Miller, D., & Miller, G. A. (2004). Crisis communication and recovery for the tourism industry: Lessons from the 2001 foot and mouth disease outbreak in the United Kingdom. Journal of Travel & Tourism Marketing, 15(2-3), 199–216.
   Google Scholar
• Schnegg, M., & Bernard, H. R. (1996). Words as actors: A method for doing semantic network analysis. CAM Journal, 8(2), 7–10.
   Google Scholar
• Schroeder, A., Pennington-Gray, L., Donohoe, H., & Kiousis, S. (2013). Using social media in times of crisis. Journal of Travel & Tourism Marketing, 30(1-2), 126–143.
   Web of Science ®Google Scholar
• Schroeder, A., Pennington-Gray, L., Donohoe, H., Kiousis, S., & Mandala, L. (2016). Do cultural differences influence tourists’ likelihood to seek information via social media in the event of a crisis? Tourism Travel and Research Association: Advancing Tourism Research Globally, 11. Retrieved from http://scholarworks.umass.edu/ttra/2012/Oral/11
   Google Scholar
• Scott, N., Laws, E., & Prideaux, B. (2008). Tourism crises and marketing recovery strategies. Journal of Travel & Tourism Marketing, 23(2-4), 1–13.
   Google Scholar
• Shih, H. (2006). Network characteristics of drive tourism destinations: An application of network analysis in tourism. Tourism Management, 27(5), 1029–1039.
   Web of Science ®Google Scholar
• Sigala, M. (2011). Social media and crisis management in tourism: Applications and implications for research. Information Technology & Tourism, 13(4), 269–283.
   Google Scholar
• Snijders, T. A., & Borgatti, S. P. (1999). Non-parametric standard errors and tests for network statistics. Connections, 22(2), 161–170.
   Google Scholar
• Statista. (2017). Retrieved from https://www.statista.com/statistics/264810/number-of-monthly-active-facebook-users-worldwide/
   Google Scholar
• Steelman, T. A., Nowell, B., Bayoumi, D., & McCaffrey, S. (2014). Understanding information exchange during disaster response: Methodological insights from infocentric analysis. Administration & Society, 46(6), 707–743.
   Web of Science ®Google Scholar
• Stewart, M. C., & Wilson, B. G. (2016). The dynamic role of social media during hurricane #sandy: An introduction of the STREMII model to weather the storm of the crisis lifecycle. Computers in Human Behavior, 54, 639–646.
   Web of Science ®Google Scholar
• Stieglitz, S., Dang-Xuan, L., Bruns, A., & Neuberger, C. (2014). Social media analytics. Business & Information Systems Engineering, 6(2), 89–96.
   Web of Science ®Google Scholar
• Tan, M. L., Prasanna, R., Stock, K., Hudson-Doyle, E., Leonard, G., & Johnston, D. (2017). Mobile applications in crisis informatics literature: A systematic review. International Journal of Disaster Risk Reduction, 24, 297–311.
   Web of Science ®Google Scholar
• Wang, Z., & Ye, X. (2018). Social media analytics for natural disaster management. International Journal of Geographical Information Science, 32(1), 49–72.
   Web of Science ®Google Scholar
• Wendling, C., Radisch, J., & Jacobzone, S. (2013). The use of social media in risk and crisis communication. OECD Working Papers on Public Governance, No. 25. OECD Publishing.
   Google Scholar
• Wikipedia. (2017). Hurricane Irma. Retrieved from https://en.wikipedia.org/wiki/Hurricane_Irma#cite_note%20World_AFP_death_toll-146
   Google Scholar
• Wilson, R. E., Gosling, S. D., & Graham, L. T. (2012). A review of Facebook research in the social sciences. Perspectives on Psychological Science, 7(3), 203–220.
   Web of Science ®Google Scholar
• Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179–188.
   Web of Science ®Google Scholar
• Yoo, E., Rand, W., Eftekhar, M., & Rabinovich, E. (2016). Evaluating information diffusion speed and its determinants in social media networks during humanitarian crises. Journal of Operations Management, 45, 123–133.
   Web of Science ®Google Scholar
• Zeng, D., Chen, H., Lusch, R., & Li, S. H. (2010). Social media analytics and intelligence. IEEE Intelligent Systems, 25(6), 13–16.
   Web of Science ®Google Scholar