A Systematic Literature Review on Social Media Analytics and Smart Tourism

  • Marlon-Santiago Viñan-LudeñaEmail author
Conference paper
Part of the Springer Proceedings in Business and Economics book series (SPBE)


In recent years, the number of papers on how tourist use social media is increasing and is still being discussed. The main aim of this study is analyze the state of art by identifying the most important issues related to Social Media Analytics and Smart Tourism (SMAST) and offer some guidelines for future research through a Systematic Literature Review (SLR). The methodology used is based on collect, synthetize and analyze works published between 2014 and April 2018. This work is based on 45 papers obtained from three electronic databases, the result of this paper obtained twenty issues based on SMAST classified in four categories: (i) methodology of research, (ii) type of analysis, (iii) tourism current issues and (iv) social media type or platform. Furthermore, the top three of most popular issues obtained consist in: (1) works based in literature review, theoretical approach or explorative analysis; (2) Travel information, search or electronic word of mouth (eWOM), user-generated content (UGC) and (3) Social media activity analytics. The conclusion of this work emphasizes that the use of data generated by users in social networks and Smart Tourism are topics of great interest for researchers in tourism; challenges, opportunities and emerging approaches in SMAST are also presented.


Social media analytics Smart tourism Systematic literature review Theoretical analysis Explorative analysis Travel information eWOM Social media activity analytics UGC 

JEL Classification

Z OtherSpecialTopics 


  1. Aral, S., Dellarocas, C., & Godes, D. (2013). Introduction to the special issue—social media and business transformation: a framework for research. Information Systems Research, 24(1). Scholar
  2. Boley, B. B., Jordan, E. J., Kline, C., & Knollenberg, W. (2018). Social return and intent to travel, 64. Scholar
  3. Brooker, P., Dutton, W., & Greiffenhagen, C. (2017). What would Wittgenstein say about social media? Qualitative Research, 17(6), 610–626. Scholar
  4. Buhalis, D., & Foerste, M. (2015). SoCoMo marketing for travel and tourism: Empowering co-creation of value. Journal of Destination Marketing and Management, 4(3), 151–161. Scholar
  5. Cacho, A., et al. (2016). New advances in information systems and technologies. Advances in Intelligent Systems and Computing, 444, 817–826. Scholar
  6. Chang, H., Chou, Y., Wu, D., & Wu, S. (2017). Will firm’s marketing efforts on owned social media payoff? A quasi- experimental analysis of tourism products. Decision Support Systems. Scholar
  7. Chang, Y., Ku, C., & Chen, C. (2017). Extracting and visualizing Hilton hotel ratings and reviews from TripAdvisor. International Journal of Information Management, (September), 0–1.
  8. Chua, A., Servillo, L., Marcheggiani, E., & Vande, A. (2016). Mapping Cilento: Using geotagged social media data to characterize tourist flows in southern Italy. Tourism Management, 57, 295–310. Scholar
  9. Chung, N., & Han, H. (2017). The relationship among tourists’ persuasion, attachment and behavioral changes in social media. Technological Forecasting and Social Change, 123, 370–380. Scholar
  10. Chung, N., Han, H., & Koo, C. (2015). Adoption of travel information in user-generated content on social media: the moderating effect of social presence. Behaviour & Information Technology, 34(9), 902–919. Scholar
  11. Chung, N., & Koo, C. (2015). The use of social media in travel information search. Telematics and Informatics, 32(2), 215–229. Scholar
  12. Chung, N., Tyan, I., & Chung, H. (2017). Social support and commitment within social networking site in tourism experience. Sustainability, 9(11), 2102. Scholar
  13. Del Vecchio, P. (2017, October). Creating value from social big data: Implications for smart tourism destinations. Information Processing and Management, 1–14. Scholar
  14. Digital in 2018: World’s internet users pass the 4 billion mark - We Are Social. (2018). Retrieved April 18, 2018, from
  15. Gretzel, U., Sigala, M., Xiang, Z., & Koo, C. (2015). Smart tourism: foundations and developments. Electronic Markets, 25(3), 179–188. Scholar
  16. Hew, J. J., Tan, G. W. H., Lin, B., & Ooi, K. B. (2017). Generating travel-related contents through mobile social tourism: Does privacy paradox persist? Telematics and Informatics, 34(7), 914–935. Scholar
  17. Hu, Y., & Chen, K. (2016). Predicting hotel review helpfulness: The impact of review visibility, and interaction between hotel stars and review ratings. International Journal of Information Management, 36, 929–944.CrossRefGoogle Scholar
  18. Hu, Y., Chen, Y., & Chou, H. (2017). Opinion mining from online hotel reviews—A text summarization approach. Information Processing and Management, 53, 436–449. Scholar
  19. Huang, C. D., Goo, J., Nam, K., & Yoo, C. W. (2017). Smart tourism technologies in travel planning: The role of exploration and exploitation. Information and Management, 54(6), 757–770. Scholar
  20. Hudson, S., Roth, M. S., Madden, T. J., & Hudson, R. (2015). The effects of social media on emotions, brand relationship quality, and word of mouth : An empirical study of music festival attendees, 47, 68–76. Scholar
  21. Hunter, W. C., Chung, N., Gretzel, U., & Koo, C. (2015). Constructivist research in smart tourism. Asia Pacific Journal of Information Systems, 25(1). Scholar
  22. Ja, M., Lee, C., & Bonn, M. (2017). Obtaining a better understanding about travel-related purchase intentions among senior users of mobile social network sites. International Journal of Information Management, 37(February), 484–496. Scholar
  23. Jahan, S., Quan, H., Gammack, J., & Mcgrath, M. (2017). A big data analytics method for tourist behaviour analysis. Information and Management, 54(6), 771–785. Scholar
  24. Joo, S., Lee, H., Suh, E., & Suh, K. (2017). Shared experience in pretrip and experience sharing in posttrip: A survey of Airbnb users. Information and Management, 54, 714–727.CrossRefGoogle Scholar
  25. Kim, K., Park, O., Yun, S., & Yun, H. (2017a). What makes tourists feel negatively about tourism destinations? Application of hybrid text mining methodology to smart destination management. Technological Forecasting and Social Change, 123, 362–369. Scholar
  26. Kim, S., Young, K., Il, S., & Yang, S. (2017b). Effects of tourism information quality in social media on destination image formation: The case of Sina Weibo. Information and Management, 54, 687–702.CrossRefGoogle Scholar
  27. Lee, H., Chung, N., & Nam, Y. (2018, August). Do online information sources really make tourists visit more diverse places? Based on the social networking analysis. Information Processing and Management, (2017), 1–15.
  28. Lee, S. J. (2017). A review of audio guides in the era of smart tourism. Information Systems Frontiers, 19(4), 705–715. Scholar
  29. Li, M., Bao, Z., & Song, L. (2016). Social-aware visualized exploration of tourist behaviours. In Big Data and Smart Computing (BigComp) (pp. 289–292).Google Scholar
  30. Luo, Q., & Zhong, D. (2015). Using social network analysis to explain communication characteristics of travel-related electronic word-of-mouth on social networking sites. Tourism Management, 46, 274–282. Scholar
  31. Ma, Y., Xiang, Z., Du, Q., & Fan, W. (2018). Effects of user-provided photos on hotel review helpfulness : An analytical approach with deep leaning. International Journal of Hospitality Management, 71(December 2017), 120–131. Scholar
  32. Manuel, P., Alén-gonzález, E., de Azevedo Liberato, D. F. V. (2018). Digital technology in a smart tourist destination: The case of Porto. Journal of Urban Technology. ISSN 732.CrossRefGoogle Scholar
  33. Marchiori, E., & Cantoni, L. (2015). The role of prior experience in the perception of a tourism destination in user-generated content. Journal of Destination Marketing and Management, 4(3), 194–201. Scholar
  34. Marine-Roig, E., & Anton Clavé, S. (2015). Tourism analytics with massive user-generated content: A case study of Barcelona. Journal of Destination Marketing and Management, 4(3), 162–172. Scholar
  35. Misirlis, N., & Vlachopoulou, M. (2018). Social media metrics and analytics in marketing – S3M : A mapping literature review. International Journal of Information Management, 38(1), 270–276. Scholar
  36. Neumann, D., Brandt, T., Bendler, J., & Neumann, D. (2017). Social media analytics and value creation in urban smart tourism ecosystems. Information and Management, 54(December 2014), 703–713. Scholar
  37. Nguyen, T. T., Camacho, D., & Jung, J. E. (2017a). Identifying and ranking cultural heritage resources on geotagged social media for smart cultural tourism services. Personal and Ubiquitous Computing, 21(2), 267–279. Scholar
  38. Nguyen, T. T., Hwang, D., & Jung, J. J. (2017). Using geotagged resources on social media for cultural tourism: A case study on cultural heritage tourism. Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST, Vol. 3, (pp. 64–72). Scholar
  39. Okoli, C., & Schabram, K. (2010). A guide to conducting a systematic literature review of information systems research. SSRN Electronic Journal.
  40. Oro, E., &Ruffolo, M. (2017). A method forweb content extraction and analysis in the tourism domain. In Proceedings of the 19th International Conference on Enterprise Information Systems, (ICEIS), Vol. 1, (pp. 365–370).
  41. Pavlí, A. (2015). Development of social media strategies in tourism destination, 175, 358–366. Scholar
  42. Peng, X., & Huang, Z. (2017). A novel popular tourist attraction discovering approach based on geo-tagged social media big data. ISPRS International Journal of Geo-Information, 6(7), 216. Scholar
  43. Piccialli, F., & Jung, J. E. (2017). understanding customer experience diffusion on social networking services by big data analytics. Mobile Networks and Applications, 22(4), 605–612. Scholar
  44. Rashidi, T. H., Abbasi, A., Maghrebi, M., Hasan, S., & Waller, T. S. (2017). Exploring the capacity of social media data for modelling travel behaviour: Opportunities and challenges. Transportation Research Part C, 75, 197–211. Scholar
  45. Raun, J., Ahas, R., & Tiru, M. (2016). Measuring tourism destinations using mobile tracking data. Tourism Management, 57, 202–212. Scholar
  46. Sedera, D., Lokuge, S., Atapattu, M., & Gretzel, U. (2017). Likes—the key to my happiness: The moderating effect of social in fluence on travel experience. Information and Management, 54(2016), 825–836. Scholar
  47. Shafiee, S., & Ghatari, A. R. (2016). Big data in tourism industry. In 2016 10th International Conference on e-Commerce in Developing Countries: with focus on e-Tourism (ECDC) (pp. 1–7). IEEE.
  48. Shao, J., Chang, X., & Morrison, A. M. (2017). How can big data support smart scenic area management? An analysis of travel blogs on Huashan. Sustainability (Switzerland), 9(12). Scholar
  49. Shen, J., Shen, J., Mei, T., & Gao, X. (2016). Landmark reranking for smart travel guide systems by combining and analyzing diverse media. IEEE Transactions on Systems, Man, Ad Cyberetics: Systems, 46(11), 1492–1504.CrossRefGoogle Scholar
  50. Stieglitz, S., Dang-Xuan, L., Bruns, A., & Neuberger, C. (2014). Social media analytics. Business and Information Systems Engineering, 6(2), 89–96. Scholar
  51. Surugiu, C. (2015). Heritage tourism entrepreneurship and social media: Opportunities and challenges, 188, 74–81. Scholar
  52. Thomaz, G. M., Biz, A. A., Bettoni, E. M., & Mendes-filho, L. (2017). Content mining framework in social media: A FIFA world cup 2014 case analysis. Information and Management, 54(6), 786–801. Scholar
  53. UNWTO. (2018). European union short-term tourism trends, Vol. 2, 2018-1.
  54. Wang, X., Robert, X., Zhen, F., & Zhang, J. (2016). How smart is your tourist attraction?: Measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach. Tourism Management Journal, 54. Scholar
  55. Zhang, Q., Wang, Q., Hao, J. X., Yu, Y. (2016). Mapping smart tourism research in China: A semantic and social network analysis using CiteSpace. In Service Systems and Service Management (ICSSSM).Google Scholar
  56. Zeng, D., Chen, H., Lusch, R., & Li, S.-H. (2010). Social media analytics and intelligence. IEEE Intelligent Systems, 25(6), 13–16. Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.University of GranadaGranadaSpain

Personalised recommendations