Using a systemic approach to assess Internet marketing communication within hospitality industry

Due to their direct connection with tourism, the accommodation and hospitality industries belong among the leading service sectors that, with the arrival of the Internet, had to significantly change their strategies related to customer communication. The study presented in the following article builds upon the literature and past research done in the area of Internet marketing in the hospitality industry. Based on the previous findings, we propose a general conceptual systemic model of Internet marketing communication, with customers specifically selected for hospitality facilities. The proposed model covers all stages of online communication process including the initial phase of addressing the targeted audience, subsequent conversion through company/ facility websites, order processing and collection of feedback. The systemic approach allows us to focus on the process-nature of communication and closer identify all the inputs and outputs of each stage, along with the related online instruments that the digital environment of the World Wide Web offers. (C) 2016 Elsevier Ltd. All rights reserved.