As Internet use has increased, customers have become more active at sharing their travel opinions through social media regarding their experiences with service organizations. Social media has become a ubiquitous tool that enables customers to share their travel experiences. In particular, members of Generation Y are more likely to be active on social media and more likely to share their experiences online. Understanding Generation Y’s online customer engagement preferences on different social media platforms may help to enhance brand loyalty. Customer engagement (CE) has been attracting the attention of both practitioners and academics because it may help to enhance both brand loyalty and purchase decisions. Social media platforms have become a significant communication tool for both customers and service providers, creating an opportunity to engage with customers. Interacting with active customers on the right social media platform can increase direct bookings, building brand loyalty. Therefore, the purpose of this research is to examine Generation Y’s brand loyalty preferences through its members’ engagement with social media. The results of this research will expand understanding of Generation Y customers’ online engagement through social media. This research may also suggest how hotels are able to utilize social media platforms in order to encourage online engagement with Generation Y by building brand loyalty.

• HyeRyeon Lee(Wilkes University, USA)
• Ge Xiao(Wilkes University, USA)