This chapter provides an informed review of service management in the E-Tourism Era. The core of the chapter focuses on three aspects of service management that have significantly been reshaped with E-Tourism: customerprovider interaction, customer relationship management, and service recovery process. These three relevant areas are herein analyzed considering the changes, opportunities, and challenges enabled by the E-Tourism Era. The conclusions discuss the transformational and disruptive character of E-Tourism, present future perspectives for service management, and outline advances, shortcomings, and open questions for academia and industry.

Service Management in the E-Tourism Era

D'Acunto D
2021

Abstract

This chapter provides an informed review of service management in the E-Tourism Era. The core of the chapter focuses on three aspects of service management that have significantly been reshaped with E-Tourism: customerprovider interaction, customer relationship management, and service recovery process. These three relevant areas are herein analyzed considering the changes, opportunities, and challenges enabled by the E-Tourism Era. The conclusions discuss the transformational and disruptive character of E-Tourism, present future perspectives for service management, and outline advances, shortcomings, and open questions for academia and industry.
978-3-030-05324-6
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11562/1055443
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