Social Media use has become pervasive and firms are increasingly relying on it, not only to relate to customers, but also to leverage internal processes like innovation. The strategic use of these tools can facilitate also ...

Hospitality firms are facing unprecedented challenges on a global scale. The catastrophic effects of the COVID-19 pandemic and its multiple devastating global consequences have initiated a profoundly disruptive transformation ...

Service innovation has turned to be essential for hotels, to cope with current turbulent environment and quickly adapt to customers changing needs. To maintain competitiveness, hotels need to differentiate from competitors, ...