Abstract:

In the last two decades, the emergence of Web 2.0 and social media have entirely changed the way in which tourists perceive tourism, starting with the way they plan their trips and to the way their complaints are handled in the aftermath. Instant access to any kind of information gives travelers the opportunity to discover, communicate, and collaborate, regardless of distance and time. Therefore, solid relationships have formed between tourists and providers via social media, which have enabled tourism to develop continuously from many points of view, especially in terms of demand and quality.