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This paper aims to discuss the evolution of the concept of reputation towards online reputation and real time reputation assessment and management. It starts by outline the role of reputation within the branding literature and explains the advantages of having a good (online) reputation. The final section looks into the future of reputation assessment and analysis introducing the concept of real time reputation assessment and management.

To compile this study, secondary research was conducted; relevant literature was presented in a narrative way to outline core concepts about past and future perspectives on reputation.

State-of-the-art literature indicates the importance of reputation and the shift towards online reputation. Building on this, the aggregation of social media along with the growing computational power is actually giving the possibility of real-time reputation assessment grasping reputation breakdowns in an instantaneous way.

Literature presents a series of review about the topic of reputation from different angles. This contribution aims at bridging the gap between reputation and online reputation opening the floor for possible discussions about the future of real-time reputation management.

The purpose of this study to shed light on the importance of social media hosted content related to socially-motivated discussions. Moving from the field of communication for development, the research leverages social media as a powerful tool for collecting and analyse peer-to-peer communication towards the conceptualization of eVoices of Unheard. The deep understanding of these conversation can generate recommendations for organizations and governments designing and providing interventions fostering local socio-economic development.

The study presents a large-scale analysis of social media interactions on the topic “#favela” to generate insights into a social network structure, narrative contents and meaning generated.

Structurally, the analysed networks are comparable with those presented in current academic literature; automatic text analysis confirmed the promise of the inner value of communication for development opening the floor to conceptualization of the “eVoices of unheard”, which is the collective and conscious use of social media to mediate community discussions about tangible and intangible issues related to socio-economic development.

Framed within the rise of interactive communication for development this research show that social media an support the notion of voice proposed by Couldry (2010) moving from process (i.e. the recording of the voice) towards value (i.e. the possibility of giving an account of one’s life and its conditions to have an impact on human life and resources) thereby understanding intangible issues related with socio-economic development.

This paper aims to focus on the reason why hoteliers choose to be present in online travel agent (OTA) and social media web sites for sales purposes. It also investigates the technological and human factors related to these two practices.

The research is based on a survey sent to a wide range of hotels in a Swiss touristic region. The empirical analysis involves the specification of two ordered logit models exploring the importance (in terms of online sales) of both social media and the online travel agent, Booking.com.

Findings highlight the constant tension between visibility and online sales in the web arena, as well as a clear distinction in social media and OTA web site adoption between hospitality structures using online management tools and employing personnel with specific skills.

The research highlights the need for the hospitality industry to maintain an effective presence on social media and OTAs in order to move towards the creation of a new form of social booking technologies to increase their visibility and sales.

This research contributes to understanding the major role played by OTAs and social media in the hospitality industry while underlining the possibility of a major interplay between the two.

Grounded in service-dominant (S-D) logic, the purpose of this paper is to explore the core components of smartness to present a framework for the development of the smart tourism destination.

The paper explores the core components of smartness through case study analysis of well-established smart cities.

The paper conceptualises smartness and argues ICT, leadership, innovation and social capital supported by human capital are core components of smartness. Although ICT is a critical enabler for smart tourism destinations, it is insufficient on its own to introduce smartness. The combination of hard and soft smartness components within a S-D logic ecosystem structure holds the potential for sustained competitive advantage and enhancement of quality of life of both residents and tourists in smart tourism destinations.

The paper extends the application of S-D logic to the context of smart tourism destinations, specifically to examine the smartness concept as a means for competitiveness in tourism destinations.

This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management.

This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil.

From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences.

This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

This paper investigates the degree to which self-selection explains the apparent higher purchase value of research shoppers.

An online survey was administered to 594 retail shoppers. The purchase value of research shoppers and single-channel shoppers was compared before and after propensity score matching to account for self-selection effects.

Prior to matching, research shoppers spend significantly more than single-channel shoppers. This difference persists after accounting for self-selection but is reduced by 25%. The impact of self-selection differs across product categories and channels, with the online channel most likely to lead to higher purchase value.

The findings build on existing literature on the value of omni-channel retail strategies and provide insights for retailers to determine the likely impact of encouraging research shopping among their customers.

The research provides important insights into the role that self-selection plays in the value of multi-channel shoppers, and the likely value to retailers of omni-channel strategies.