AbstractThe following sections are included:SummaryIntroductionLiterature ReviewThe role of the social media conversations and eWord-of-Mouth in the hospitality and tourism industryDestination management organizations and eWoMA framework to evaluate the maturity of DMOs when it comes to eWoM...

AbstractThe following sections are included:SummaryIntroductionMethodologyFindings from the Case StudyImpact of digital communication on the serviceOutsourcing, standardization and concentrationActors’ proximity and resources autonomyConclusionsBibliographyAbout the Authors

Purpose – The main purpose of this paper is to explore the main characteristics of corporate social media guidelines (SMG) and determine whether companies communicate these guidelines effectively to employees. Design/methodology/approach – An analysis of corporate SMG is conducted using the...

Purpose – Online communication technologies have profoundly affected consumption and buying behaviours, and put pressure on businesses to find ways of dealing with these developments. Businesses are increasingly experimenting with new approaches and tools to keep up, and netnography –...

This paper illustrates the findings of a project about the impact of digital technology on services. In this paper, we discuss the relevant literature in the service management and business networking fields, and our research findings from: 1) a multi-industry study for a government agency...

Purpose – In community research, there is a large gap between theoretical developments and empirical proves. Especially, in micro‐macro contexts, where the interaction between micro‐ (the community member) and macro‐(the community) level variables have significant effects, no...

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm and provide useful feedback and referrals. However, it is not clear whether...