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In this chapter, we approach and examine the issue of innovation as applied to family and small and medium-sized enterprises (SMEs) in Cyprus, using, for research purposes, a structured questionnaire addressed to the particular type of business through mapping and grouping of the sample. The analysis concerns the periods 2015–2017, which are interesting due to the economic conditions that prevailed in the market in general. In this chapter, innovation is analyzed at both the policy level of the European Union and the institutional level. In particular, we examine the institutional dimensions of innovation in SMEs in Cyprus, such as, for example, the issue of financing, as well as the barriers often encountered by the companies in implementing innovative products, services or solutions. The chapter ends with interesting conclusions and an attempt to discuss future research extensions in the field of the institutional analysis of innovation.

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.

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.

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.

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.

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.

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.