Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

E-reputation Management of Hotel Indusrty

Version 1 : Received: 12 February 2020 / Approved: 13 February 2020 / Online: 13 February 2020 (13:50:11 CET)

How to cite: Anggani, M.; Suherlan, H. E-reputation Management of Hotel Indusrty. Preprints 2020, 2020020173 (doi: 10.20944/preprints202002.0173.v1). Anggani, M.; Suherlan, H. E-reputation Management of Hotel Indusrty. Preprints 2020, 2020020173 (doi: 10.20944/preprints202002.0173.v1).

Abstract

The purpose of this study is to find out the e-reputation management of the hotel industry, as well as the social media channels used as the tools of hotel e-reputation building. This study used a qualitative approach by analyzing the in-depth interviews with hotel marketing communication practitioners of 15 hotel companies in Bandung City. The findings identified that e-reputation is considered a crucial factor in determining hotel performance due to the change of customers’ behaviors today and identified also three types of e-reputation management activities implemented by hotel companies, such as online activities, offline activities, and online/offline activities. The results of this study have implications for the hospitality industry, as a reference for formulating their marketing strategies.

Subject Areas

e-reputation management; online management; hotel industry

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