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

IF 6.2 2区 管理学 Q1 BUSINESS
María del Carmen Berné Manero, Andrea Moretta Tartaglione, G. Russo, Ylenia Cavacece
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引用次数: 2

Abstract

PurposeThere 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/approachThis 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.FindingsThe 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/implicationsThis 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 implicationsFor 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/valueThere 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.
电子口碑管理对酒店生态系统的影响:对管理者决策过程的洞察
目前还缺乏研究证明电子口碑(eom)是酒店业发展酒店智力资本的宝贵信息来源。为了填补这一空白,本研究旨在研究酒店管理者对eom的接受和管理的决策过程及其对意大利酒店生态系统的影响。设计/方法/方法本工作利用了之前的贡献,提出了关于结构资本的酒店决策过程模型。它包括edom作为上下文变量和作为综合模型中的因变量实现的更改。结构方程模型适用于通过对意大利酒店经理的调查获得的数据库。研究结果表明,eWOM在管理者解释酒店变革实施的动机中起着至关重要的作用。酒店通过结构、关系和人力资本利用eom信息和互动来提升产品、服务和战略。研究局限/启示本研究提供了一个全面的框架,从智力资本的角度解释意大利酒店生态系统中eom知识管理的后果,从而对现有文献做出了贡献。实践意义对于实践者来说,本研究展示了酒店管理者应该如何通过智力资本接受和管理eom知识,从而做出提高酒店绩效的决定性决策。独创性/价值从从业者的角度对酒店生态系统中eom的可接受性和管理进行建模的研究很少。本研究首次尝试确定eom知识管理如何促进酒店智力资本,提高服务创新和绩效。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
14.50
自引率
13.30%
发文量
27
期刊介绍: The Journal of Intellectual Capital is a peer-reviewed international publication dedicated to the exchange of the latest research and best practice information on all aspects of creating, identifying, managing and measuring intellectual capital in organisations. The journal publishes original research and case studies by academic, business and public sector contributors on intellectual capital strategies, approaches, frameworks, tools, techniques and technologies in order to increase the understanding of intellectual capital within the context of the modern knowledge economy. The focus of this journal is on the identification of innovative intellectual capital strategies and the application of theoretical concepts to real-world situations.
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