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

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...