000130704 001__ 130704
000130704 005__ 20240731103313.0
000130704 0247_ $$2doi$$a10.1108/JIC-07-2021-0201
000130704 0248_ $$2sideral$$a128974
000130704 037__ $$aART-2023-128974
000130704 041__ $$aeng
000130704 100__ $$0(orcid)0000-0003-3050-1634$$aBerne Manero, M.C.$$uUniversidad de Zaragoza
000130704 245__ $$aThe impact of electronic word-of-mouth management in hotel ecosystem: insights about managers'' decision-making process
000130704 260__ $$c2023
000130704 5060_ $$aAccess copy available to the general public$$fUnrestricted
000130704 5203_ $$aPurpose 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.
000130704 536__ $$9info:eu-repo/grantAgreement/ES/DGA/S42-20R-CREVALOR$$9info:eu-repo/grantAgreement/ES/MICINN/PID2019-108554RB-I00
000130704 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc$$uhttp://creativecommons.org/licenses/by-nc/3.0/es/
000130704 590__ $$a6.2$$b2023
000130704 592__ $$a1.611$$b2023
000130704 591__ $$aMANAGEMENT$$b59 / 401 = 0.147$$c2023$$dQ1$$eT1
000130704 593__ $$aEducation$$c2023$$dQ1
000130704 591__ $$aBUSINESS$$b43 / 302 = 0.142$$c2023$$dQ1$$eT1
000130704 593__ $$aBusiness, Management and Accounting (miscellaneous)$$c2023$$dQ1
000130704 594__ $$a14.5$$b2023
000130704 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000130704 700__ $$aMoretta Tartaglione, A.
000130704 700__ $$aRusso, G.
000130704 700__ $$aCavacece, Y.
000130704 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000130704 773__ $$g24, 1 (2023), 227-256$$tJournal of intellectual capital$$x1469-1930
000130704 8564_ $$s662560$$uhttps://zaguan.unizar.es/record/130704/files/texto_completo.pdf$$yPostprint
000130704 8564_ $$s1488298$$uhttps://zaguan.unizar.es/record/130704/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000130704 909CO $$ooai:zaguan.unizar.es:130704$$particulos$$pdriver
000130704 951__ $$a2024-07-31-09:40:22
000130704 980__ $$aARTICLE