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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to explore the underlying dimensions of local cuisine image by identifying the key cuisine attributes tourists rely on in their evaluations of local cuisine; and to identify those dimensions of local cuisine image which have the strongest influence of tourist satisfaction with food experience. These issues are addressed within the context of Bosnia and Herzegovina, an emergent tourism market in Western Balkans. Design/methodology/approach -The research is exploratory. The city of Sarajevo was chosen as a study setting. Image of local cuisine was measured by using a multi-attribute approach in which several food attributes are specified and incorporated into the measurement instrument. Data from convenience sample of foreign tourists (n ¼ 402) were quantitatively analyzed using multivariate and descriptive statistics. Findings -Results suggest that the local cuisine image compromises four components (dimensions): "food uniqueness and cultural heritage", "food quality and price", "nutrition and health benefits of food" and "affective image of food". Furthermore, findings show that these dimensions differ in terms of their relative importance in explaining the overall tourist satisfaction with food experience.Research limitations/implications -The main limitation of this study is related to the geographical area (tourist site) where the research process was carried out. Thus, future research with greater geographical scope is required. Practical implications -This study provides valuable insight to practitioners who are seeking to integrate local food (cuisine) into the tourism product. Originality/value -This paper is the one of the first study that tries to identify perceived image of local cuisine held by visitors in Bosnia and Herzegovina.

Purpose The purpose of this paper is to provide an insight as to how recent trends in virtual reality (VR) have changed the way tourism and hospitality industry communicates their offerings and meets the tourists’ needs. Design/methodology/approach The approach is based on systematic literature review, where the relations between focal concepts are given to analyze potential future developments concerning VR. Findings The paper identifies and analyzes how VR technology affected tourism and hospitality industry through three main touch points – future tourism planning and management, technology-based marketing of tourism destinations and VR potential in changing consumer requirements. These concepts were analyzed to identify changing forces and suggest potential paradigm shifts that tourism and hospitality suppliers and marketers need to consider. These included realistic virtual travel replacements, the importance of interactive experiences and innovation in future tourism systems. Originality/value While there has been increasingly larger number of discussions on how tourists and tourism and hospitality industry have been using information and communication technology recently, there is little evidence of scholars and practitioners applying such methods. This paper used systematic literature review to illustrate means in which VR could be ingrained into tourism and hospitality services to meet the needs of tourists. It suggests that VR can and probably will fundamentally change the way in which tourists’ experiences and requirements are managed entirely.

Purpose The purpose of this paper is to obtain empirical understanding of organic food buyers in the context of emergent organic food market (i.e. Bosnia and Herzegovina) by using a segmentation approach. Design/methodology/approach A self-administrated online survey was carried out among organic food buyers (n=202) using the snowball sampling technique. Measurement items were mainly adapted from the prior studies. Findings The authors analysed the heterogeneity of organic food buyers with latent class model. Four distinct latent classes (i.e. segments) of organic food buyers were identified. Those segments were named as enthusiastic social-seekers, enthusiastic moralists, hostile seldom shoppers, and hostile heavy shoppers. Originality/value Though the study was exploratory, the identified segments of organic food buyers can enhance our knowledge about differing characteristics of organic food buyers in the context of the country where the organic food industry is in the early stages of development. The findings of this study will give organic food producers and marketers a much better framework for making product, pricing, distribution and marketing communications decision. Moreover, the identification of organic food consumer profiles will provide an insight into how policymakers should tailor their public policy and strategies to expand the size of the organic food market.

Despite numerous scholarly attempts, there is a lack of consensus regarding the relevance of various factors influencing consumer’s intention to purchase organic food. The purpose of this study is to asses the impact of subjective and personal norms on consumer attitude toward buying organic food. Moreover, this study aims to explore the moderating role of contextual factors - product knowledge and consumer scepticism on the norms- attitude link. Data were collected through an online survey on a sample of 212 organic food buyers in Bosnia and Herzegovina. Moderated regression analysis was used to test the hypothesized relations between the constructs of interest. Findings indicate the subjective and personal norms are positively and significantly related to consumer attitude toward organic food purchases. Also, our findings revealed that product knowledge strengthens the subjective norms-attitude relationship, while consumer scepticism toward organic food claims weakens the subjective norms-attitude link. This study informs producers, marketers, and policy-makers about the relative importance of norms, scepticism, and knowledge in the context of organic food consumption.

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Customer relationship management (CRM) in both B2C and B2B relationships is of crucial importance for success of modem companies. It is one of the main tools for improvement of relationship with customers, especially in the demanding world of services. Therefore, the electronic customer relationship management system (e-CRM) as upgraded version of CRM represents today not an option but an obligation for efficient and profitable customer relationship management. The use of e-CRM leads to increased profitability through attraction of new and retention of old customers. Thus, understanding the impact CRM and e-CRM have on efficiency of service industry; in particular tourism industry is of crucial importance for companies and managers.

Besides significant benefits, the trend of e-commerce development gives rise to a lot of challenges in terms of developing trust between the company and the consumer.