The becoming of user-generated reviews: Looking at the past to understand the future of managing reputation in the travel sector

Abstract

The emergence of User-Generated-Content (UGC) is challenging the equilibrium of reputation management practices prompting widespread change and organizational restructuring. Formal accreditation schemes mingle with less formal mechanisms which place users in the middle making them draw theirown conclusions about products and services. This paper explores how UGC reviews and ratings have intensified the contingency of organizational reputation in the travel sector. The findings are based upon a corpus of data including: a field study at the offices of the largest travel user-generated website, TripAdvisor, and a netnographic approach. In particular we discuss the shift from Word-Of-Mouth to eWOM, the consequences for the sector and provide a balanced view of the role of reviews, ratings and lists. We are concluding with a conceptual model for managing online reputation in the era of UGC, whileacknowledging the current process of transformation in reputation management