Service Management in the E-Tourism Era

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.