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研究生:吳岱諭
研究生(外文):Wu, Dai Yu
論文名稱:探討社群媒體行銷在旅遊業的影響
論文名稱(外文):Examining the Effect of Social Media Marketing in Tourism
指導教授:張欣綠張欣綠引用關係
指導教授(外文):Chang, Hsin Lu
學位類別:碩士
校院名稱:國立政治大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
畢業學年度:102
語文別:英文
論文頁數:43
中文關鍵詞:社群媒體行銷Facebook行銷活動旅遊商品分類旅遊產業
外文關鍵詞:Social Media MarketingFacebook CampaignsTourism Product ClassificationTourism Industry
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近年來,透過社群媒體向消費者宣傳商品與理念的旅遊服務供應商日益增多,但卻有不少企業苦於衡量其中的效果。雖然文獻已提出社群媒體的行銷機會與發展性,然而實際對商品銷售進行分析的文獻仍有限,因此本研究試圖驗證社群媒體行銷活動是否會正向影響旅遊商品的銷售。此外考量到不同的商品特質可能會對媒體行銷效果帶來不同程度的影響,因此本研究將藉由以下五種旅遊商品特性,包括旅遊結構、旅客參與度、旅遊範圍、商品價格與天數,來探討社群媒體行銷與商品銷售的關係。

本研究將一間國內知名旅行社於2012至2013年期間在Facebook粉絲專頁上所行銷過的相關商品作為實驗組,並找出同時期販售但未在Facebook上行銷的類似商品作為控制組,進行差異中之差異法(Difference in Difference),以探討在Facebook行銷前後,實驗組與對照組商品銷售的差異。研究結果顯示Facebook行銷活動對旅遊商品的購買有正向影響,此外透過社群媒體宣傳較低結構的旅遊、較為放鬆的行程、範圍較小的目的地或相對低價的商品更有機會提升銷售,而天數為唯一無法調節Facebook行銷活動與銷售關係之商品特性。
A growing number of tourism industry suppliers are using social media to promote their services and reach target customers despite some doubt regarding the effectiveness of these tools. Nevertheless, few researchers have examined the effects of social media marketing, and especially its effects on sales. Therefore, our study aims to assess the impact of social media on the purchase of tourism products. Additionally, to explore whether the influence of social media marketing changes among different types of tourism products, we develop a typology of tourism products that classifies tourism along the following five dimensions: (1) the structure of tourism, (2) the involvement of tourists, (3) the scope of tourism, (4) the price of products, and (5) the length of a tour.

All tours with Facebook campaigns conducted by our case company from February 1, 2012 to November 30, 2013 are selected as our target tourism products. Moreover, we choose certain products without Facebook campaigns that were available for purchase during the same time period as a control group. We obtain the sales data from the case company and calculate the sales of each product before and after the Facebook campaigns. We then apply a difference-in-difference approach, comparing the average changes in sales performance of the treatment group with those of the control group. The results show that Facebook campaign activities have a positive impact on purchases of tourism products. Furthermore, sales are more likely to increase when a travel agency promotes products that are less structured, limited in scope, relatively lower-priced, or require less tourist involvement.
CHAPTER 1: INTRODUCTION -1-

CHAPTER 2: LITERATURE REVIEW -4-
2.1 Social media activities in tourism -4-
2.2 Media effects with different types of products -7-

CHAPTER 3: RESEARCH FRAMEWORK -13-
3.1 Traditional EC marketing versus Traditional EC and Social media marketing -13-
3.2 Effect of social media marketing on tourism products -14-
3.2.1 Structure of Tourism -14-
3.2.2 Involvement of Tourists -15-
3.2.3 Scope of Tourism -16-
3.2.4 Price of Products -16-
3.2.5 Length of Tour -17-

CHAPTER 4: RESEARCH METHODOLOGY -18-
4.1 Case Background -18-
4.2 Data Collection -19-
4.3 Sample Design and Evaluation -22-

CHAPTER 5: RESULTS AND DISCUSSION -24-
5.1 Data Analysis -24-
5.2 Findings -32-
5.3 Discussion -34-

CHAPTER 6: CONCLUSION -36-
6.1 Summary -36-
6.2 Limitations and Implications for Future Research -37-

REFERENCE -38-
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