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The diffusion of ICT in small businesses remains low (Eurostat 2010) and yet among IT applications, the Internet offers opportunities for such businesses to develop their business activity (Scaglione, Schegg et Murphy, 2009). One issue is whether the Internet can be used effectively by these small structures and how the use of this technology can improve the strategic position of small businesses. Our qualitative methodology is based on a study of four companies working in the area of tourist accommodation, a sector which is very advanced in the use of ICT in general and the Internet in particular (Kalika and Rival, 2009; Aldebert et Loufrani-Fedida, 2010). Our research shows that small businesses can use the Internet as a tool for differentiation, notably in areas related to customer relations (marketing, distribution). The successful use of a website depends on a very wise choice of technology linked to the marketing position of the company. The implementation of a strategy must be the result of a deep reflection on the activity of the business because it determines the services and features offered by technology. Finally, it is not so much having a technophile profile that is important, but rather the ability of leaders to perceive the usefulness of technology through their innovative and risk-taking profile.

Keywords: Internet, TIC, PE, Tourisme, Internet, ICT (Information and Communication Technology), SB (Small Business), Tourism, Internet, TIC (Technologias de Información y Comunicación), PE (Pequeñas Empresas), Turismo

Publishing did not have independents enter self-discourse until the 1960s when media conglomeration created a need to distinguish other publishers from this network of corporate giants. But rather than decimating the independent publishing landscape, the corporate conglomeration of book publishing has opened a space for independent publishers to thrive (Simon and McCarthy, 2009; Schiffrin, 2001; Hawthorne, 2014, 2016; Kogan 2007, 2010), in part because of the social currency that positioning themselves as independent in discourse affords. In order to analyze the use, purpose, and meaning of independent in publisher discourse, this article conducts a content analysis on mission statements of 39 US-based independent publishers. Through content analysis of mission statements, this article illuminates the way that certain publishers construct a particular social function and marketing appeal by the use of independent in twenty-first century book publishing discourse in the US.

La fluctuation du niveau de confiance des citoyens canadiens envers les acteurs et les institutions politiques que révèlent de nombreuses études d’opinion s’exprime entre autres par une montée du désengagement ou de l'indifférence envers le processus électoral. Les partis politiques sont ainsi les premiers concernés par ce désaveu des citoyens. En outre, la théorie du marketing politique pose que la confiance du citoyen envers un parti est un facteur déterminant dans la conclusion de la transaction électorale. Les partis doivent donc élaborer des stratégies permettant d’alimenter et de maintenir la confiance des citoyens en leur offre : leurs idées, leurs projets, leurs leaders. L’exercice de marketing politique devient alors un exercice de marketing de la confiance. Au Québec, le Parti québécois (PQ) doit faire la …

The prairie grain industry has been extensively analyzed in terms of its economic impact but it also deserves scrutiny as a social institution which has been influenced by social and political factors. Chief among them is the conflict between prairie producers and private grain merchants which has led to the industry being divided into privately-owned and producer cooperative segments. In addition, extensive political intervention has led to the growth of a substantial publicly controlled segment.All segments of the industry are being affected by long term trends toward consolidation, bureaucratization and the application of advanced information technology. These activities point more to stability rather than rapid growth for Winnipeg's economy. They also indicate an emerging division of labour in which urban based organizations perform a variety of service activities for a geographically dispersed production hinterland.

Our research studies customers' long-term behavior when facing the failure of a service innovation, as well as the service recovery initiated by the brand and its consequences. The case studied is that of the failure of a new concept store tested by a sport items retailer. Our comprehensive longitudinal approach is based on the analysis of online reviews and interviews with both employees and customers. Our results ultimately show the process by which customers grant a right to error to a company whose service innovation has failed.

Keywords: innovation de service, échec de service, récupération de service, droit à l'erreur, méthodologie Gioia, service innovation, service failure, service recovery, error-tolerance, Gioia methodology, innovación de servicios, fracaso de servicio, recuperación de servicio, tolerancia al error, metodología Gioia