Service Management in the E-Tourism Era

Serena Volo () and David D’Acunto ()
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Serena Volo: Free University of Bozen-Bolzano
David D’Acunto: Free University of Bozen-Bolzano

Chapter 50 in Handbook of e-Tourism, 2022, pp 1211-1233 from Springer

Abstract: 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: customer-provider 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.

Keywords: Service management; Customer-provider interaction; Customer relationship management; Service recovery (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-48652-5_73

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DOI: 10.1007/978-3-030-48652-5_73

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