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Online reputation manager has become increasingly important in tourism industry. Managers, regardless of working for a hospitality structure or a tourism destination, are paying more and more attention in respect of the importance of reputational levels. Online reputation, in fact, originates in visitor's user-generated contents (UGCs) but reverberates on the whole web, on successive visitors' attitude and behavior, and on managed organization performances. How to manage online reputation in tourism and destination management anyway mostly stayed an anecdotal topic for many years. While best practices exist, indeed, literature has frequently neglected their systematization. Building on this need, this book will try to improve and organize the existing body of knowledge on this topic to help future hotel and destination managers to better deal with the mounting environmental complexity.

The global incidence of dengue has grown dramatically in recent decades. According to WHO, 3.9 billion people are at risk of infection with dengue viruses with 70% of the actual burden is in Asia. In Pakistan, Punjab faced the major dengue outbreak with 21,685 confirmed cases and 350 deaths, mainly due to DENV-2. Dengue is a major health care problem that affecting countries worldwide. Dengue epidemic have a devastating impact on health care systems. All four characteristics of VUCA are true of the challenges we face due to the dengue epidemic. That called for a need to have integrated disease and surveillance (IDSR) framework for the management, prevention, and control of dengue. The IDSR framework for dengue includes hospital readiness, patient reporting system, surveillance, evidence-based decision making, awareness, citizen engagement, and availability of insecticides along with third party validation on top of it to keep a close check on containment efforts. A comprehensive patient portal was developed for all public and private health care facilities to report dengue cases i.e. suspected, probable, and confirmed as per the Dengue GCP guidelines. For surveillance, smartphone-based application was developed for field users to report larvicidal activities i.e. indoor residual spray in real-time, case response, and hotspots (areas at risk). As per established Standard Operating Procedures, hotspot regime was setup to sweep out breeding spots or larvae population at regular intervals in a week. For the purpose of evaluation and monitoring, third party validation application is designed to check activities that are performed as per prescribed standards or not. Dashboards and reports are available for various stakeholders to facilitate evidence-based decision making. These reports analyze field-based activities and rank performance of district and town. System also generates alerts i.e. Breteau (the number of positive containers per 100 houses inspected) and Container (percentage of water-holding containers infested with larvae or pupae) Indices, in real-time, enabling the administration to take decisions in a timely manner. Looking at the magnitude of dengue-related morbidity and mortality, all departments were involved in dengue prevention and control activities. This approach has proven effective in curtailing this mosquito-borne disease. The impact of these interventions can be clearly seen in regard to confirmed patient and death reported in recent year.

Electronic word of mouth (eWOM) is a digital marketing method that has been considered by some companies as an effective and efficient approach to enhance social learning and the environment for the customers. A social media user could benefit from gaining information from other users to aid their decision-making process. Instagram is an example of a social media platform that could be utilized for the application of eWOM. It could serve as a source of quality, credible and detailed information, and a channel to increase customer interactions and trust. This study aims to determine the effects of eWOM information generated through Instagram on patients’ intention to join the in vitro fertilization (IVF) programs. By adopting the information acceptance model (IACM) theory, several parameters were evaluated: information quality, credibility, usefulness, adoption, attitude toward information, and purchase intention. The structural equation modeling (SEM) was used to analyze as many as 200 respondents of Morula IVF Jakarta and were active Instagram users. The results showed that the adoption of information and attitude toward information had considerably influenced patients’ intentions to join the IVF programs. Such circumstances might have occurred as a result of the increase in information exchange about IVF, through the discussions and sharing of experiences by patients on Instagram. Furthermore, information usefulness was demonstrated to affect information adoption and was influenced by the credibility of information and attitudes toward information. Nonetheless, one variable which did not display any effects on the usefulness of information was the quality of information. In summary, the characteristics of eWOM information that were conveyed on Instagram could affect the intention of patients in joining the IVF program.

This chapter explores the ways in which academic educators’ experience of collaborative inquiry-based learning (IBL) can illuminate student behaviours, particularly in relation to assessment and the affective domain. The facilitator of this IBL, in the setting of academic staff development in UK Higher Education, uses a reflective storytelling style to detail the learning of an annual cohort of staff at a university in the north west of the United Kingdom. Six separate academic staff cohorts enroled in a unit, as part of a Master of Arts in Academic Practice, to undertake this experiential, humanist way of learning, working with all the principles of collaborative inquiry. The chapter explores the ways in which the participants’ self-reported affective responses altered over the course of the unit, particularly in relation to the assessment. Participant reflections are integrated with pedagogic literature and extracts from the facilitator’s contemporaneous notes, assessor’s feedback and other material, detailing the ways in which the freedom of an IBL episode moves to anxiety associated with assessment, which can build as the assessment point nears. Reflections on group constitution, cohort characteristics and the role of the facilitator are considered in relation to the notion of ‘success’ of IBL episodes. This is interrogated particularly in relation to academic staff responses to the experience of the emotions of IBL, and how this may affect their own practice in designing teaching and learning experiences for students in Higher Education.

Poor complaint management may result in organizations losing customers and revenue. Consumers exhibit negative emotional responses when dissatisfied and this may lead to a complaint to a third-party organization. Since little information is available on the role of emotion in the consumer complaint process or how to manage complaints effectively, we offer an emotions perspective by applying Affective Events Theory (AET) to complaint behavior. This study presents the first application of AET in a consumption context and advances a theoretical framework supported by qualitative research for emotional responses to complaints. In contrast to commonly held views on gender and emotion, men as well as women use emotion-focused coping to complain.

This study examines how travel-related patterns of behavior on Facebook (FB) differ among users of different gender, age, and education. The authors assumed that females, young, and more educated people are more active in using FB for travel-related purposes and that the results will show a significant difference in their travel-related behavior patterns. Data about respondent’s travel-related behavior on FB were collected through an online survey (Google Docs) through the FB page named “The research on behaviors of FB users.” The study applies the multivariate general linear model (GLM) on the data collected from the total of 793 respondents. The results show that travel-related statuses respondents post on FB are generally about their travel destination. The main findings indicate that women, more educated, and older people are the ones who are the most active in sharing their travel-related information and are therefore target groups for promoting travel destinations via electronic word of mouth (eWOM). The study suggests target groups for promoting travel destinations via eWOM and it is the first research of this type done on a Serbian sample.

This paper reviews the literature on hotel guest questionnaires, also commonly known in the industry as comment cards. Considered a hotel tradition, the ubiquitous questionnaire remains the primary method employed by mainstream hotels to elicit and record guest feedback despite shortcomings in data reliability and response rates. Hence questionnaires play a key facilitation role in the collection of guest feedback (guest–hotel dyad in hotel communication). The paper traces the history of questionnaire utilization in the hotel industry, and examines evolutionary changes in terms of form and function. A typology of questionnaire genre is constructed. Used either independently or in combination with other methods, the traditional paper guest questionnaire has been complemented or even superseded by e-based variants. Obsolescence threatens the paper questionnaire as technology uptake permeates the hotel industry. This paper considers a “service innovation” by using the questionnaire as a communication tool along the hotel–guest dyad. A back-to-basics approach potentially yields a valuable and cost-efficient guest service encounter opportunity whilst mitigating questionnaire data deficiencies.

Tourism literature tends to focus on passive tourists, who constitute the majority of tourists today. However, there is a growing number of individuals who overlap their study, work, and business with tourism activities. These independent tourists have created a new segment in the tourism industry, where tourists develop and experience their own tourism activities. However, there is a lack of current research on these independent tourists, especially in terms of how they function in the experience management process and how this can be translated into various new types of offers.

This study investigates the functions, experiences, and behaviors of this type of tourists. Accordingly, this study makes use of purposive sampling, employing direct observation, in-depth interviews, and analysis of personal social media (e.g., blogs). The findings show that while some independent tourists function in a multitude of ways, from searching for ideas to composing, creating, and experiencing their own products, others are less active and tend to piggyback their efforts on those of more active tourists. The study finds that the motivational matrix is highly important for individuals who combine work and tourism. Working persons with a strong motivation for tourism relative to work maintain high levels of commitment, activity, and creativity in the tourism sphere, especially when they face problems with their work. Highly satisfied independent tourists initiate future actions by either revisiting the same destination or leading others to have similar experiences at the same location. Finally, the chapter discusses some methodological lessons learned from direct observation and in-depth interviews and studying social media.