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Service Management in the E-Tourism Era

In: Handbook of e-Tourism

Author

Listed:
  • Serena Volo

    (Free University of Bozen-Bolzano)

  • David D’Acunto

    (Free University of Bozen-Bolzano)

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.

Suggested Citation

  • Serena Volo & David D’Acunto, 2022. "Service Management in the E-Tourism Era," Springer Books, in: Zheng Xiang & Matthias Fuchs & Ulrike Gretzel & Wolfram Höpken (ed.), Handbook of e-Tourism, chapter 50, pages 1211-1233, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-48652-5_73
    DOI: 10.1007/978-3-030-48652-5_73
    as

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