TY - JOUR
T1 - Artificial intelligence, virtual and augmented reality, social media, online reviews, and influencers
T2 - a review of how service businesses use promotional devices and future research directions
AU - Chu, Shu Chuan
AU - Yim, Mark Yi Cheon
AU - Mundel, Juan
N1 - Publisher Copyright:
© 2024 Advertising Association.
PY - 2024
Y1 - 2024
N2 - Today’s rapidly changing digital environments require service businesses to have a greater understanding of digital media as new forms of digital communication shift how companies interact with customers and enable service businesses to deliver service information and customer experiences more effectively. This article reviews the literature on online advertising and marketing for services, with a focus on the hospitality, tourism, and travel (HTT) industry. Specifically, the current article proposes six important research agendas related to service businesses, mainly focusing on the roles of 1) online reviews, 2) social media, 3) artificial intelligence and computational advertising, 4) virtual reality and augmented reality, 5) influencers, and 6) theoretical considerations of service marketing. This article sets up an agenda for future research directions by discussing 1) new technologies, 2) cross-cultural research in service businesses, and 3) ethical and diversity considerations.
AB - Today’s rapidly changing digital environments require service businesses to have a greater understanding of digital media as new forms of digital communication shift how companies interact with customers and enable service businesses to deliver service information and customer experiences more effectively. This article reviews the literature on online advertising and marketing for services, with a focus on the hospitality, tourism, and travel (HTT) industry. Specifically, the current article proposes six important research agendas related to service businesses, mainly focusing on the roles of 1) online reviews, 2) social media, 3) artificial intelligence and computational advertising, 4) virtual reality and augmented reality, 5) influencers, and 6) theoretical considerations of service marketing. This article sets up an agenda for future research directions by discussing 1) new technologies, 2) cross-cultural research in service businesses, and 3) ethical and diversity considerations.
KW - electronic word-of-mouth (eWOM)
KW - hospitality, tourism, and travel (HTT) industry
KW - online reviews
KW - Service business
KW - social media in the service business
UR - http://www.scopus.com/inward/record.url?scp=85187443125&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85187443125&partnerID=8YFLogxK
U2 - 10.1080/02650487.2024.2325835
DO - 10.1080/02650487.2024.2325835
M3 - Article
AN - SCOPUS:85187443125
SN - 0265-0487
JO - International Journal of Advertising
JF - International Journal of Advertising
ER -