Purpose: The purpose of this study is to quantify the impact of online customer reputation on financial profitability.Design/methodology/approach: Online reputation is captured by extracting the most recurring textual themes associated with customer satisfaction and dissatisfaction, expressed...

Small businesses dominate the tourism and hospitality industry worldwide and are of critical importance for the competitiveness of destinations. Small/family hotel businesses are characterised by a number of specific business processes which generate particular training and educational needs. It...