Critical Evaluation of Social Media Marketing and Mobile Technology in Shangri La's Hospitality Services

In this research report we will discuss about marketing and below are the summaries point:- The research report evaluates social media marketing strategies and mobile technology's role in Shangri La's hospitality and tourism services. Social media's impact on hospitality services is growing, providing a platform for businesses to gain global exposure. The report includes sections on introduction, literature review, methodology, case study, discussion, recommendations, and conclusion.

Running head: MARKETING
Marketing
Name of the Student
Name of the University
Author Note

1MARKETING
Executive Summary
This research report is based on a critical evaluation of social media marketing strategies and
role of mobile technologies in hospitality and tourism services of Shangri La with the
headquarter in Hong Kong. The major purpose of the report is to critically identify the role of
mobile technology as well as social media marketing in hospitality and tourism services of
the organization. The impact of social media in hospitality services is rapidly growing and
creating tremendous platform for business to utilize. A secondary analysis has been carried
out with different themes based on social media marketing. Findings indicate that brand
needs to pay more attention on innovation and enhance its social media activities to gain
global exposure.

2MARKETING

3MARKETING
Table of Content
1. Introduction............................................................................................................................4
1.2 Background of Research..................................................................................................4
1.3 Problem Statement...........................................................................................................5
1.4 Significance of the study..................................................................................................5
1.5 Research Objectives.........................................................................................................5
1.6 Research Questions..........................................................................................................6
2.0 Literature Review.................................................................................................................7
2.1 What is Social media?......................................................................................................7
2.2 Types of Social media......................................................................................................7
2.3 Strategies of Social media................................................................................................8
3.0 Methodology......................................................................................................................10
3.1 Research Approaches.....................................................................................................10
3.2 Data Collection method..................................................................................................10
3.3 Data analysis method.....................................................................................................10
4.0 Case Study..........................................................................................................................11
5.0 Discussion..........................................................................................................................15
6.0 Recommendation................................................................................................................17
7.0 Conclusion..........................................................................................................................17
References................................................................................................................................19
Appendix..................................................................................................................................22
Survey Questionnaire (For Shangri la)................................................................................22

4MARKETING
Topic- Critically evaluate the role of Mobile Technology and Social Media Marketing
for a business within the Tourism and Hospitality Industries to build a competitive
advantage- A Case study of Shangri La
1. Introduction
This research report is thorough investigation of the role of mobile technology and social
media marketing for Shangri La in tourism and hospitality sector. The purpose of the report
is to critically identify the role of mobile technology as well as social media marketing in
tourism and hospitality sector. Decidedly, technology advances have enabled the businesses
to acquire wide market reach irrespective of size and type of business. One such technology
is mobile technology, due to which, Google searches take place on mobile devices instead of
computers; thereby, tourism and hospitality sector is no different as the rate of mobile hotel
booking has been enormous. Likewise, special media marketing plays a prior role the process
reach mobile booking. The following sections discusses how mobile technology and social
media marketing play a tremendous role in the growth and development of hospitality
business.
1.2 Background of Research
Information Technology as a whole plays a great role in hospitality and tourism over the
last few millennia. Goh, Heng and Lin (2013) mentioned that technology has helped to
reduce cost, improve operational efficiency and enhance service and customer experience.
The existing operation of Shangri La describes how mobile technology and social media
operation as the significant element of information technology shapes the business. It has
been identified Hong Kong based Shangri- La leveraging the technology has been able to
encapsulate the security and service for which its hotel and resorts are renowned worldwide.

5MARKETING
Kim, Lim and Brymer (2015) mentioned that Shangri La was not such big in last decade but
its operation has lately become popular due to the revolution of information technology.
Presently, the organization has more than 100 hotels as well as resorts throughout Asia
Pacific, North America, and Middle East (shangri-la.com 2019). This means with the help of
social media marketing, Shangri La is able to reach all corners of the world within a very
short time. Before approaching consumers, it is necessary to make customers aware of the
brand and services which is done through social media marketing and thereafter, to make
customers visit hotel, mobile technology plays the required role.
1.3 Problem Statement
Due to the technology advances, organizations in the hospitality industry are in the rush
of developing their services, expanding market share and increasing customer base. However,
the market environment has been so competitive in nature due to such advances and
consequently, Shangri La faces a tough challenge when it comes to gaining competitive
advantage leveraging mobile technology and social media marketing.
1.4 Significance of the study
The outcome of the study benefits the hotel organization in relation to how they should
deal with such dynamic market environment while gaining a competitive edge. Particularly,
Shangri La will find an insight about how to implement its social media marketing strategy
in hospitality sector and mobile technology to give customer deluxe hotel experience. In
addition to this, research outcome can be used as the supporting materials in further studies
by scholars.
1.5 Research Objectives
 To critically identify the role of mobile technology and social media marketing in the
business of Shangri La in the hospitality sector

6MARKETING
 To analyse the impact of mobile technology and social media marketing in existing
operation of Shangri La
 To recommend Shangri La suitable Information Technology strategies to gain
competitive advantages in the hospitality sector
1.6 Research Questions
 What is the role of mobile technology and social media marketing in the operation of
Shangri La?
 How Shangri La can use social media marketing and mobile technology to gain
competitive business advantages in the market?

7MARKETING
2.0 Literature Review
2.1 What is Social media?
Gu and Ye (2014) performed a study and mentioned the fact that social media can be
termed as website and applications that are designed to allow people to share multiple content
quickly in real time. Leung et al. (2013) defined social media as apps on the smartphone or
other similar devices, while this communication tool started with computers. According to the
author such miss-conception appears from the fact that most social media users tend to access
the tools through applications. According to the authors of this article capacity to share
photos, opinions in real-time transform the way people live and the way they do business. On
the other side, Olof Lagrosen and Grundén (2014) mentioned that social media is one such
platform that has the maximum reach, which means people in any corner of world can
interact with other parts of the world in real time.
This has become a major breakthrough for businesses. Outcome of this study
indicates the fact that several businesses within the hospitality sector tend to rely on word of
mouth and digital review from the loyal social media community and thereby, it is often
treated as the natural marketing tool. Gulbahar and Yildirim (2015) added the fact that
particularly, in hospitality and tourism sector, the use of social internet applications have
become widespread, travellers across the world tend to use the media to brag about their
unique experience and also share displeasure with the poor ones.
2.2 Types of Social media
According to Munar and Jacobsen (2013) besides all definition, social media is rather
a collective of online communications channels which is particular dedicated to community
based inputs, interaction, content and other form of social collaboration. The authors have
mentioned about some particular social media platforms that are reviewed in the following.

8MARKETING
Facebook: Cantallops and Salvi (2014) performed a study on social media tools and
mentioned that Facebook is one of the free social media networking websites that allow
registered users to create preference based profiles, upload photos, video, sound, and interact
with people who they wish to interact with. Kwok and Yu (2013) reported that Facebook
presently has over 1,280,000 users, which indicates a broad scope for marketers when it
comes to targeting the audiences.
Twitter: Rosman and Stuhura (2013) mentioned that unlike Facebook, Twitter is a
free micro-blogging service that enable registered users to broadcast short posts which is
known a tweets. As put forward by Jung, Ineson and Green (2013), users in Twitter could
broadcast tweets as well as follow other users’ tweets with the help of several platforms and
devices. The authors of this article report, Twitter presently bas 650,000,000 users. Duan et
al. (2016) arguably mentioned the fact that due to such broad digital platform, even the small
businesses are a real threat to medium and large businesses due to scope for targeting the
audiences in real time. Brands are frequently using social media platforms to shape their
business such as collecting feedbacks from customers, asking customer about their tastes and
preferences and several other facts.
2.3 Strategies of Social media
Before getting into the plethora of social media strategies, it is important to know
what social media strategy is. Cabiddu, De Carlo and Piccoli (2014) mentioned that a social
media marketing strategy is more of a summary of everything that business plans to do and
hope to achieve on social media. According to the authors, social media strategy could guide
business actions and inform business whether it is leading or lagging behind. Bowie et al.
(2016) arguably mentioned the fact that there is no universal strategy for social media
marketing; this means, it mostly depends upon the type of business, products and services.
So, based on these variables, business should construct their strategies. Nonetheless, when it

9MARKETING
comes to social media marketing strategy, Virginia Phelan, Chen and Haney (2013) social
media marketing strategy just as figure given in the following
Figure 1: Social media marketing Strategy
(Source: Virginia Phelan, Chen and Haney 2013)
So, when focussing on any of these strategies, brand needs to set its social media goals such
as increasing brand awareness, driving traffic to website, generating new ideas, boosting
brand engagement and developing community around business. On the other side, Law,
Buhalis and Cobanoglu (2014) argued that the brand needs to determine who their target
audience is. This means that gaining a proper insight about the target audience will help the
business to respond to what, where, when and how the business is going to share. For
example, Ukpabi and Karjaluoto (2017) mentioned that if a travel brand and lifestyle brand
knows that it target prefers to read about new places and travel tips, the brand could share
such similar content on its social media platform.

10MARKETING
3.0 Methodology
3.1 Research Approaches
Research approach consists of two different types such as deductive and inductive
research approach (Mackey and Gass 2015). However, in the present study, inductive
research approach has been selected because inductive research approach helps the researcher
to start the process with observation and theories towards the end of the research process as
the outcome of observation. On the other side, deductive research approach has not been
taken because deductive research approach is broadly associated with the development of
hypothesis but the present study is not associate with the requirement of hypothesis.
3.2 Data Collection method
There are two different data collection methods such as primary data collection and
secondary data collection (Flick 2015). Primary data collection is further divided into two
different categories namely quantitative and qualitative data collection method. However,
as the current research is a case study based approach, secondary data analysis method has
been applied. Secondary data has been collected from books, journal articles, wide reading
sources and organizational annual reports, news article and websites. This means the data has
been collected by applying explanatory case study method because exploratory case study
method aims to find responses of the questions of ‘how and why’ questions with limited
control on behalf of the researcher. This case study method has been applied because research
phenomenon remains within the control of real-life situations such as social media trends and
the advances of mobile technologies in hospitality sector.
3.3 Data analysis method
Collected data has been analysed by comparing the data with findings found in the
existing research papers. Case study analysis method has been applied in which four different

11MARKETING
themes have taken and they are aligned with Shangri La’s existing operation and the themes
are supported with evidences and existing findings.
4.0 Case Study
Theme 1: Social media impacts on Travel suppliers: Social media marketing
According to Leung et al. (2013), concerning travel suppliers, IT as well as social media
could represent a way to form direct relationship with consumers and prospects with the help
of corporate websites, through social media pages such as Facebook, Pinterest, Twitter.
Hence, the author has mentioned the fact that some particular actions can be implemented to
manage customer relationship in order to attract prospects to corporate websites and
overcoming intermediaries. On the other side, Olof Lagrosen and Grundén (2014) performed
a study and mentioned the fact that increasing popularity of social media over last few years
has increased the interest of both practitioners as well as academics on their communicative
and commercial applications.
Hence, both the studies insist on the similar fact that social media present a significant
way to communicate with audiences and through such internet interaction, customer
relationship can be developed. In the case of Shangri La, it has been identified that this
hospitality brand is a constant of subject of social discussion with greatest ones as it receives
hundreds of comments on a regular basis from consumers on topics such as the quality of
new rooms, in-house experience (shangri-la.com 2019). To implement this process,
marketing team of the brand frequently improves its social media strategy such as creating a
community page to increase the target audience base across all its social media channels –
Facebook, Twitter, and Instagram in Asia and European markets (Kim, Lim and Brymer
2015).

12MARKETING
Theme 2: “Shangri La embraced the data revolution and its driving big change” – a
way of competitive advantage
Goh, Heng and Lin (2013) performed a case study analysis method in hospitality
sector of Singapore and particularly mentioned the fact that creating a community in social
media is not the only task to perform, one needs to be engaged with the process for long-term
perspective. Thus, Shangri La started a campaign called “It is in our Nature” in 2010 with an
elegant 90 second video to engage the heart and emotions of customers across the world
(shangri-la.com 2019). Nonetheless, (Olof Lagrosen and Grundén 2014) argued that this time
of campaign has changed now, as technology is rapidly developing and it is necessary to
change the process of communication. In the wake of the impact of digital transformation of
business, Shangri La has gone through a fundamental shift in marketing communication in
the past decade. The CEO of Shangri la once mentioned that “We have plotted a digital
transformation and we are still doing it at pace” (shangri-la.com 2019).
The CEO of the organization has also mentioned the fact that “We have been doing a lot of
customer segmentation work, mapping out the customer journey and ultimately figuring out
how we can add value across that customer journey”( shangri-la.com 2019).
Duan et al. (2016) performed a study and mentioned the fact that by observing myriad of
ways hospitality organizations in their present days employ social media platforms and this is
often done by applying different approaches –just like moving from very simple as well as
even a shallow method to more complex, integrated and pervading ones. Hence, Virginia
Phelan, Chen and Haney (2013) also commented that it is often useful to map different
approaches based on two relevant dimensions like customer engagement and level of
integration between social media and business strategies. The scope for competitive
advantage for Shangri la lies in the fact that when other organizations in the hospitality sector

13MARKETING
are in the rush of engaging themselves in social media platforms, technology has become an
enormous driver of change; this means the organization has invested significantly in
technology as well as the future of travel content through the implementation of the virtual
reality on a stipulated scale. The level of engagement in social media platforms of Shangri La
is increasing at a rapid pace shown in the following figure.
Figure 2: Shangri La’s Engagement in Social media
(Source: Virginia Phelan, Chen and Haney 2013)
Theme 3: “Shangri La’s first dip into social media exciting and touching”
Gulbahar and Yildirim (2015) mentioned that Shangri La into social media has developed a
whole new range of consume engagement for the group and applied the process to step ahead
of the competitor. According to the marketing reports of Shangri La, the brand has
significantly emphasized the social media platform Facebook in which it receives about 250
comments with each posting and people were inspired by the images they see on the content
that brand shares and posts on the page. For example, the latest posting is on the opening of

14MARKETING
“Kerry Hotel, Pudong and post says –“Inner Triathlete at Kerry Sports” and a fan replied in
the chain “I will stay there” (shangri-la.com 2019).
As its social media marketing strategy, the community page in Facebook is engaging its
Facebook fans (97,180) along with a special package and deals with form its hotels and at its
40th birthday celebration the brand offer its fans a birthday treat such as a promotional
package on its Facebook page (shangri-la.com 2019). Kwok and Yu (2013) performed a
study in the hospitality sector and mentioned the fact that to develop the social media strategy
marketing team constantly upgrade the skills of its team. Law, Buhalis and Cobanoglu
(2014) mentioned the fact that social media strategy also helps the individuals to refine their
messages and sources for the data relevant to the brands and fans. The authors of this study
has mentioned the fact that particularly in China where the brand has a bulk of its hotels,
different strategy is required for different social media platforms. The following figure shows
the pictorial understanding of public sentiment towards Shangri La and the picture also show
the worldwide sentiment perception for organization on social media
Figure 3: Worldwide sentiment perception for Shangri La
(Source: Law, Buhalis and Cobanoglu 2014)

15MARKETING
Theme 4: Mobile technology and consumer base coverage of Shangri La
In the literature review, it was found that technology advances such as the
development of mobile technology has provided new ways to facilitate the implementation
and promotion of hospitality services (Law, Chan and Wang 2018). However, this fact is not
new because Shangri la extended its global partnership with Ingenico Group as Ingenico
helping the organization to integrate native function of payment into Shangri la’s next
generation mobile app. The CEO of the organization has mentioned the fact that “with this
new Shangri la mobile app, the visitors or the guests can easily books rooms, access mobile
check in and check out, manage loyal points and redeem rewards” (shangri-la.com 2019).
(Neuhofer, Buhalis and Ladkin 2015) performed a study in the role of technology in
hospitality service and mentioned that as mobile phones have become fundamental to how
customers are supposed to interact with their environment, mobile applications are
increasingly important ways for organization to deliver value added services and unveil
additional convenience for guests.
Zhang, Abound Omran and Cobanoglu (2017) mentioned that guests tend to
experience a seamless, in app-experience that engage a single-click payments for recurring
use but with the help of their alliance, online payment acceptance is completely integrated in
Shangri La and Central Reservation System (CRS). This particular initiative is a way more
advanced if the brand is compared to others in the sector because even though customers are
aware of the luxury services through promotion in special media platforms, services that are
process in real time are unique in nature. Lai (2015) also mentioned the fact that Shangri La’s
newly developed “Mobile App” play a great role in enhancing customer experience via
technology and create seamless journey for them.

16MARKETING
5.0 Discussion
It has been identified that taking advances of technology into account, Shangri La has
fully engaged itself into social media marketing. The brand has tried all popular social media
platforms such as Facebook, Twitter, Pinterest, YouTube and others where regular visits of
audiences are relatively high. It has also been observed that as technology provides wide
coverage, it becomes easy to target the audiences sitting at distant corner of the world.
Thematic analysis performed above indicate the fact that the initiative for social media
marketing did not cease to take new forms; this means due to the dynamic market
environment, brand is in the rush of developing new approaches in social media platform in
which more unique approaches are in the queue. Nonetheless, one significant fact is that the
number of users in social media platform is rapidly increasing; thereby, bran has to come up
with new approaches to fulfil the growing needs of consumers. This means frequency of
initiatives on social media platform should increase as one single plan or campaign is not
support to cover the burgeoning impact of the trends on social media. Moreover, the brand
also has to consider the fact that due to advancement of technology, number of competitors is
also increasing in a rapid pace; thus, uniqueness in the process will always prevail over other
approaches used by the organization.
However, the mobile application initiative developed by Shangri la is a significant
opportunity to gain competitive advantages as this unique facility enable their consumers to
make payment in real time. In addition, value lies in the fact that this mobile app allows
consumers to make payment in 20 different currencies; this means it is actually allowing
consumers to make payments or pay for the rooms in their native currency irrespective of
their own nation or origin. Decidedly, this provides a tremendous opportunity to deliver
consumers unique hospitality experiences. In contrast, the Theme 3 provides a significant
insight that even though the brand is active on social media platforms but it is not effectively

17MARKETING
managing the community. The frequency of posts, and pictures are less meaning that it lacks
consistency. Consequently, when a user has posted a query, she/he receives a late reply. Even
though, the users are most likely to receive feedback from other members of the group but it
is essential for brand members to monitor the event and respond accordingly. This will look
more real and emotional of instead of being machinery.
6.0 Recommendation
It is essential for organization Shangri La to focus more on existing trends of social
media instead of relying on particular static trend. For example, the brand needs to focus on
creating and publishing engaging content on Shangri La social, media. This will help to gain
more consumer attention towards the brand and its services. In addition to this, instead of
relying on existing trend of social media, the organization should focus on more proactive
social media campaigns as well as the corresponding report analysis –for example Facebook
insight and performance. This will help the brand to highlight where exactly it can pay
attention to enhance promotional practices. Likewise, when implementing social media
activities, it needs to align social trends with the social media activities –such as it could
monitor the latest trends in online community tools or social media marketing applications. It
needs to leverage those applications to reach and communicate with the consumers. Social
media activities should specifically be aligned with the service the brand provides. For
instance, it should drive new as well as innovative internet communication and engagement
activities with a particular focus on Food and Beverage.
7.0 Conclusion
This research project is a detail investigation of social media marketing strategies and
role of mobile technology in hospitality services of Shangri La. The investigation in the
project has been performed with secondary data. Secondary data has been collected from

18MARKETING
books, journal articles, and wide reading sources. The review entirely derives an insight about
how the use and essence of social media marketing strategies. The review also derives the
fact that social media tools are presently being used by several brands in the hospitality sector
as it provides broader reach and tremendous scope for community engagement. The findings
indicate the fact that in order to gain competitive advantage, Shangri La develops mobile
application and this unique facility enable their consumers to make payment in real time.
However, the brand needs to apply innovation to its existing process of using social media
platforms.

19MARKETING
References
Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016. Hospitality marketing.
Routledge.
Cabiddu, F., De Carlo, M. and Piccoli, G., 2014. Social media affordances: Enabling
customer engagement. Annals of Tourism Research, 48, pp.175-192.
Cantallops, A.S. and Salvi, F., 2014. New consumer behavior: A review of research on
eWOM and hotels. International Journal of Hospitality Management, 36, pp.41-51.
Duan, W., Yu, Y., Cao, Q. and Levy, S., 2016. Exploring the impact of social media on hotel
service performance: a sentimental analysis approach. Cornell Hospitality Quarterly, 57(3),
pp.282-296.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Goh, K.Y., Heng, C.S. and Lin, Z., 2013. Social media brand community and consumer
behavior: Quantifying the relative impact of user-and marketer-generated content.
Information Systems Research, 24(1), pp.88-107.
Gu, B. and Ye, Q., 2014. First step in social media: Measuring the influence of online
management responses on customer satisfaction. Production and Operations
Management, 23(4), pp.570-582.
Gulbahar, M.O. and Yildirim, F., 2015. Marketing efforts related to social media channels
and mobile application usage in tourism: Case study in Istanbul. Procedia-Social and
Behavioral Sciences, 195, pp.453-462.

20MARKETING
Jung, T.H., Ineson, E.M. and Green, E., 2013. Online social networking: Relationship
marketing in UK hotels. Journal of Marketing Management, 29(3-4), pp.393-420.
Kim, W.G., Lim, H. and Brymer, R.A., 2015. The effectiveness of managing social media on
hotel performance. International Journal of Hospitality Management, 44, pp.165-171.
Kwok, L. and Yu, B., 2013. Spreading social media messages on Facebook: An analysis of
restaurant business-to-consumer communications. Cornell Hospitality Quarterly, 54(1),
pp.84-94.
Lai, I.K., 2015. Traveler acceptance of an app-based mobile tour guide. Journal of
Hospitality & Tourism Research, 39(3), pp.401-432.
Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication
technologies in hospitality and tourism. International Journal of Contemporary Hospitality
Management, 26(5), pp.727-750.
Law, R., Chan, I.C.C. and Wang, L., 2018. A comprehensive review of mobile technology
use in hospitality and tourism. Journal of Hospitality Marketing & Management, 27(6),
pp.626-648.
Leung, D., Law, R., Van Hoof, H. and Buhalis, D., 2013. Social media in tourism and
hospitality: A literature review. Journal of travel & tourism marketing, 30(1-2), pp.3-22.
Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design.
Routledge.
Munar, A.M. and Jacobsen, J.K.S., 2013. Trust and involvement in tourism social media and
web-based travel information sources. Scandinavian Journal of Hospitality and
Tourism, 13(1), pp.1-19.

21MARKETING
Neuhofer, B., Buhalis, D. and Ladkin, A., 2015. Smart technologies for personalized
experiences: a case study in the hospitality domain. Electronic Markets, 25(3), pp.243-254.
Olof Lagrosen, S. and Grundén, K., 2014. Social media marketing in the wellness
industry. The TQM Journal, 26(3), pp.253-260.
Rosman, R. and Stuhura, K., 2013. The implications of social media on customer relationship
management and the hospitality industry. Journal of Management Policy and Practice, 14(3),
pp.18-26.
shangri-la.com. (2019). Shangri, La [online] Available at:
http://www.shangri-la.com/corporate/about-us/management/ [Accessed 3 Mar. 2019].
Ukpabi, D.C. and Karjaluoto, H., 2017. Consumers’ acceptance of information and
communications technology in tourism: A review. Telematics and Informatics, 34(5), pp.618-
644.
Virginia Phelan, K., Chen, H.T. and Haney, M., 2013. “Like” and “Check-in”: how hotels
utilize Facebook as an effective marketing tool. Journal of hospitality and Tourism
Technology, 4(2), pp.134-154.
Zhang, T., Abound Omran, B. and Cobanoglu, C., 2017. Generation Y’s positive and
negative eWOM: use of social media and mobile technology. International Journal of
Contemporary Hospitality Management, 29(2), pp.732-761.

22MARKETING
Appendix
Survey Questionnaire (For Shangri la)
1. From where have you learnt about Shangri La?
 Friends recommendation
 Mobile app advertisement
 Email recommendation
 Travel agencies
2. Which of the social media platform are you usually active on?
 Facebook
 Twitter
 Instagram
 YouTube
 Google+
3. When booking hotel for a trip which options of the following options do you usually
choose to book hotels
 Booking through app
 Third party agency
 Website
4. Which of the following social media platforms mostly give you notification about
your desired destination trip?
 Facebook
 YouTube
 Twitter
5. How far do you agree that social media platforms are effective for collecting
feedbacks regarding the hotel organizations?

23MARKETING
 Strongly
 Agree
6. When you are required to book hotels for your trip on your own, which of the
following options do you find convenient?
 Mobile Devices
 Desktop Computer
 Laptop
7. Which of the social media tool shows you frequent ads regarding tourism and
hospitality services
 Facebook
 YouTube
 Twitter
 Other website application
8. How far do you agree that social media is an effective platform for collecting
information about hospitality services
 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
9. How far do you agree that mobile technologies have made it easy for people to book
and select hotels online
 Strongly Agree
 Agree

24MARKETING
 Neutral
 Disagree
 Strongly Disagree
10. How far do you agree that information provided on social media are not authentic
when practical experiences are observed
 Strongly Agree
 Agree
 Neutral
 Disagree
 Strongly Disagree