This study examines destination image (DI) formation through user-generated web contents. Recently, web contents developed by peers have become one of the most popular information sources for travel planning purposes. After conducting a content analysis and text mining of a sample of 1033 blog articles (2009)(2010)(2011)(2012)(2013), this study found that attraction to images of activities and positive/ negative impressions with five categories (attraction, shopping, food and beverage, accommodation and transportation) form travellers' DI. The study results suggest that traveller-generated web contents can be especially useful for DI analyses in marketing and management. This study also highlights the importance of understanding DI formation from traveller-generated contents and the challenges for those in tourism marketing to narrow the gap.

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PurposeThe purpose of this paper is to discuss the integration of information technology (IT) systems and the strengthening of customer service to raise business competitive advantage.Design/methodology/approachThe case company uses IT systems to integrate customers and suppliers. In this paper, both are interviewed about how they work together for the development and operation of IT systems. A grounded theory approach is followed to develop the theoretical framework from the empirical evidence.FindingsThis research regards the whole machine industry as having the following influence, beginning with the related innovation business model. Previously, most machine tool companies played the role of product manufacturer, making high‐quality products the goal. This research indicated that not only can Taiwan manufacture high‐quality products but also that it can create product design and support a global localization service to the world.Practical implicationsIn this paper, information architecture planning is designed to strengthen the bonds between the clients and the company.Originality/valueThis paper may help global companies concerned with the development, support, and operation of IT systems to look beyond the systems of their collaborative working to consider the effect of supporting a localization service in their systems.

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The objective is to understand how information and service quality to influence of IT enabled service (ITeS), then to enhance service delivery innovation (SDI). This study bases ITeS to elaborate two research questions by adopting Rodosek's business reference model. Consequently, we conduct a case study approach, by deriving proposals concerning the relationships among two quality perspectives, ITeS, and SDI in a Taiwanese publishing company. In the end, we concluded three related findings. Firstly, the company based on service orientated to provide basic service functions to encourage more users to enjoy their services, as well as facilitating collaborative work via the online discussion area. Secondly, the company adopted advanced service functions to extend their service scopes to endusers, such as download the news into handheld devices. Finally, the company utilized the supporting service functions to assist customers integrating the ideas and plans.