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Stemming from the resource-based view (RBV) approach, this article overcomes the limits of the conventional strengths, weaknesses, opportunities and threats (SWOT) analysis, setting the basis for the model actual–potential, positive–negative, internal–external (APPNIE). This paper enacts a new framework demonstrating how strengths, weaknesses, opportunities and threats of SWOT can be replaced by actual or potential, positive or negative elements, considered in a dynamic way.

The traditional SWOT analysis provides only a partial view of the environment and adopts incorrect terminology that can confuse the user, preventing a clear understanding of the factors affecting the organisation’s situation. The authors developed a new tool to help managers in their decision-making processes.

This study proposes a new tool for assessing the quality of management, resources and environment, which is useful in understanding the economic and social scenario in which a firm is embedded. From a practical point of view, the new tool is applied in the case study, and it shows how managers and students can use it while choosing between alternative options (different strategies, markets, technologies, etc.).

The APPNIE model introduces a new dimension that the SWOT analysis does not consider. Moreover, for each element of the new matrix, the authors propose a plan of action, which is another valuable benefit of the APPNIE model.

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

The aim of this chapter is to reflect on the strengths of the different core concepts within the dual marketing (DM) arena; evaluate the strategic features of these core concepts in practice; assess how these concepts may provide insights into the development and management of DM; investigate how organisations manage their DM strategy and the extent to which stakeholders are involved in this process; explore how to manage and develop the DM strategy in different settings and contexts.

This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation.

This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles.

The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes.

This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations.

The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.

This paper aims to examine the notion of escape, which is central to the consumer experience literature, yet remains largely undertheorized. By surfacing the multi-dimensionality of escape, the authors develop a more fine-grained conceptualization of this notion. In addition, this work helps shed new light on past consumer research findings that mobilize the notion of escape.

The paper is based on a review and interpretation of literature referring to the notion of escape in consumer research.

This paper’s first contribution is to extend the concept of escape based on the Turnerian framework of structure/anti-structure, by establishing a key difference between objects to “escape from” and the major themes of “escape into”. A second contribution is to identify other forms of escape that are mundane, restorative and warlike, and that mobilize the self in different ways.

The paper provides a more precise conceptualization of escape to motivate further research on this particularly important concept for understanding consumer experience.

Escape from one’s own self has become an important feature of contemporary life. Consumer experiences may be ways of crafting identities, but they also form the means of escaping the pressures that come with the burdens of identity.

This paper goes beyond past research on escape by identifying other types of escapes, which have not really been theorized in consumer research. The authors especially note the importance of ephemeral moments where people temporarily suspend their reflexive self, which the authors conceive as a new type of escape route.

This chapter stems from the need to focus on the inherent interplay of faculty and student engagement while studying the impact of social media in higher education teaching and learning. The discussion is specifically concerned with the role and affordances of microblogging in the rethinking of the teacher/student relationship and in blurring the boundaries of academic contexts. The chapter examines an early experimentation of Twitter use to foster and monitor participation by the master students enrolled in a Human Resources Management class in an Italian university. The pilot is discussed referring to lessons learned from a range of accounted empirical cases and relevant studies on microblogging for teaching and learning in academia. A special focus addresses both a revised notion of academic scholarship and engagement, prompted by emergent profiles of networked faculty, and debates about the multiple ways of conceptualizing student engagement in the current academic cultures and contexts, being challenged by an increasingly complex digital landscape and by a varied typology of learners coming to university. As conclusion, issues related to the range of alignments to be taken into account when adopting social networking services in a higher education context are suggested as cues for an ongoing discussion.