Marianna Sigala is Professor in Tourism at the University of South Australia Business School, Adelaide, Australia. She is a widely published authority in the area of service operations management and information and communication technology (ICT) applications in tourism and hospitality. She also has an interest in e-learning models and pedagogies. Roya Rahimi is Reader in Marketing and Leisure Management at the University of Wolverhampton. Her research interests are in CRM, organisational culture, human resource management, gender equality, and tourism higher education. Mike Thelwall is Professor of Information Science and leader of the Statistical Cybermetrics Research Group at the University of Wolverhampton. He is also Docent in the Department of Information Studies at Åbo Akademi University, and a research associate at the Oxford Internet Institute. His current research field includes identifying and analysing web phenomena using quantitative-led research methods, including altmetrics and sentiment analysis, and has pioneered an information science approach to link analysis. He has developed a wide range of tools for gathering and analysing web data, including hyperlink analysis, sentiment analysis and content analysis for Twitter, YouTube, MySpace, blogs, and the web in general.