The impact of electronic word-of-mouth management in hotel ecosystem: insights about managers'' decision-making process

Purpose There is a lack of research proving how electronic word-of-mouth (eWOM) is a valuable source of information in the hospitality industry for developing hotels'' intellectual capital. To fill this gap, this study aims to examine hotel managers'' decision-making processes regarding the acceptance and management of eWOM and its impact on the Italian hotel ecosystem. Design/methodology/approach This work takes advantage of the previous contributions to present a hotel''s decision-making process model regarding structural capital. It includes eWOM as a context variable and changes implemented as a dependent variable in a comprehensive model. The structural equation modelling applies to a database obtained through a survey addressed to Italian hotel managers. Findings The results show that eWOM plays an essential role in managers'' motivations to explain hotel changes implementation. The hotel leverages eWOM information and interaction through structural, relational and human capital to enhance products, services and strategies. Research limitations/implications This work contributes to the extant literature by providing a comprehensive framework to explain the consequences of eWOM knowledge management from the intellectual capital view in the Italian hotel ecosystem. Practical implications For practitioners, this research demonstrates how hotel managers should accept and manage eWOM knowledge through intellectual capital to make determinant decisions that improve hotel performance. Originality/value There is a scarcity of research on modelling the acceptability and management of eWOM in the hotel ecosystem from practitioners'' perspectives. This work is the first attempt to determine how eWOM knowledge management boosts hotel intellectual capital and improves service innovation and performance

Reifying Kintsugi art in post-Covid era: a remote smart working model, augmented intelligence-based, for antifragile companies

The aim of this conceptual paper is to understand if augmented intelligence may be considered a driver of antifragility that can be allegorically represented by the Japanese art of Kintsugi, which consists of the use of gold or silver to repair broken objects in ceramic to get a better aesthetic form. Covid-19, like a black swan, represented, formany companies, understood as systems, a complex situation capable of upsetting their equilibrium. It had thus forced them to accelerate the digitization process. Digitalization, based on artificial intelligence (AI) tools, brings in many fields new perspectives, such as new business scenarios and models. By using the Viable System Approach (vSa) lens, we investigated the impact of smart working, widely spread to manage a complex situation (Covid-19), in allowing companies to cope with changes and to be antifragile. A remote smart working model is proposed, as an evolution of smart working, based on a new culture of “doing business” to search for new viable conditions. It can allow companies a more efficient resources management, an endless orientation towards results, but also new synergies in new contexts thanks to newand increased networks, for newcollaborations and newforms of interactions, as well as more profitable relationships with employees, based on a strong relationship of trust and on better opportunities for work-life balance

How business idea fit affects sustainability and creates opportunities for value co-creation in nascent firms

A well-defined business idea is essential for nascent business sustainability in the future. The business idea must fit firm knowledge and resources to a profitable business opportunity. This work adopts the framework of value co-creation, strongly related to the service-dominant logic paradigm. We ask how does business idea fit affect new venture sustainability and create opportunities for value co-creation. We propose that a business idea that lacks fit is less sustainable, but it could create opportunities for value co-creation. This study develops and validates an empirically grounded taxonomy of business idea fit based on 729 Australian nascent firms using quantitative data generated from the results of a large study called CAUSEE (Comprehensive Australian Study of Entrepreneurial Emergence). A cluster analysis is used to identify distinct patterns of business idea fit. The empirical taxonomy developed in this study found four distinct clusters of firms, which were distinguished by the fit of their new business idea to knowledge, resources and market profitability: very good fit, low knowledge fit, low profit fit and low fit. Results show how these different patterns of fit create opportunities for value co-creation to create business future sustainabilit

A service science view of a sustainable destination management

We live in a service age. In everyday life, as well as in business management, every action, behaviour, process, strategy is increasingly oriented to service. Gradually, every human activity is positively affected by service logics in search of better performance and improved quality levels. Tourism business is strongly affected by the principles of service sciences, in fact, in tourism, both the internal organization of companies and the external promotion of destinations are strictly related to service. Moreover, we can observe how all relations intended for the development of tourism, as well as wise and competitive destination management are based on service logics. Thus, this paper aims at highlighting the relevant role of new service paradigms within the strategic and operational models of destination management, as well as the significant contribution of Service Science, Management and Engineering and Design (SSMED) foundations to business competitiveness for today’s tourism enterprises. After analyzing the common behavior of tourism destination actors, it has been possible to deploy a comparison between different statistical trends triggering a transition toward the service age. Thereafter, direct effects of verified changes on today’s destination systems have been examined, highlighting an emerging common vision of organizations, operations, strategies, marketing, and developments on tourism services

Service System Platforms to improve value co-creation: insights for Translational Medicine

Purpose – The aim of this paper is to analyze how service system platforms can facilitate the value cocreation processes in healthcare context and then to foster the development of new compounds of medical protocols and/or treatments to improve patient’s quality of life (Polese, Capunzo, 2013) according to the translational medicine purposes. We investigated how technological, interconnected, and smart solutions can facilitate the information-sharing processes by enabling researchers, clinicians, industries and patients to interact without the constraints of time, place and space by organizing data and information. Design/Methodology/approach – The work is developed by integrating and applying the theoretical perspectives of Service Science (Maglio, Sphorer, 2008) and Service-Dominant logic (Vargo, Lusch, 2008) to the paradigm of translational medicine. Findings – Translational medicine is a rapidly growing discipline in biomedical and public health research that aims to improve the health of individuals and the community by "translating" findings into diagnostic tools, medicines, procedures, policies and education, using a multi-disciplinary, highly collaborative, "bench-to-bedside" approach (Abraham et al. 2012; Stephen, 2008). It contributes to create value not only for the patient, but also for all involved actors such as clinicians, academic researchers, pharmaceutical industries, investors (Littman et al., 2007). In this sense, according to the Service-Dominant logic approach, service systems platforms could be useful to complete the value co-creation process in the translational medicine systems Research limitations/implications –The work could be a first conceptual step for future researches on service science contributes to the underpinning of translational medicine paradigm. One of the lacks is in the conceptual identification of the findings; the concepts have to be deepened in the future with specific case studies. Practical implications – For practitioners, the study offers advices on how improve rapidity, efficiency and effectiveness of translational medicine processes by highlighting the role of service systems able to sustain systemic integration, information and knowledge sharing and effective communication among the involved actors (Mele, Polese, 2011). Originality/value – In this work the principles of S-D logic and Service Science are integrated in order to find new theoretical implications and new meanings to the value creation process in the translational medicine paradigm as synthesis of the multiplicity of generated values meanings and value co-creatio