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...

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...