Cover -- Title Page -- Copyright Page -- Contents -- List of Figures -- List of Tables -- List of Contributors -- List of Abbreviations and Acronyms -- Introduction -- PART 1 WEB 2.0: STRATEGIC AND OPERATIONAL BUSINESS MODELS -- 1 Introduction to Part 1 -- 2 Web 2.0 and Networks in Wine Tourism:...

Purpose – Destination marketing systems (DMS) represent a vital inter-organisational information system (IOIS) for supporting the collaborative e-marketing strategies of tourism firms and the competitiveness of tourism destinations. However, many DMS have failed to deliver the expected...

Purpose – The paper first aims to analyse the role and functionality of geocollaborative portals in assisting collaborative trip planning processes and then it seeks to develop and test a model for measuring the multi‐dimensionality of customer value perceived by system users....

Purpose This paper aims to propose that the literature on customer engagement has emphasized the benefits of customer engagement to the firm and, to a large extent, ignored the customers’ perspective. By drawing upon co-creation and other literature, this paper attempts to alleviate this gap...

Purpose – The study aims to adopt a multi‐stakeholder and inter‐organizational information systems (IOIS) approach for investigating the factors affecting the adoption of destination management systems (DMS) by various tourism stakeholders in Greece. Design/methodology/approach – A...

Purpose Absolute satisfaction ratings are widely used, but demonstrate a poor link to share of wallet, in part because this relationship is mediated and/or moderated by customer characteristics (including total spend in the category) and heterogeneity of scale usage. Relative satisfaction...

Purpose This paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect the role stress–job strain relationship among frontline employees. Design/methodology/approach Drawing from...

Purpose The purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The aim is to provide universities with the best evidence for informing their focus and models for quality improvement....