A bibliometric analysis of reputation management in the hospitality industry: Trends and future directions

Year 2025, Volume: 7 Issue: 1, 155 - 174, 01.07.2025

Gaye Deniz

https://doi.org/10.48119/toleho.1585613

Abstract

This research examines papers on reputation management in the hospitality industry using bibliometric techniques. The study obtained information from the Web of Science (WoS) database, renowned for its interdisciplinary citation coverage. The search strategy involved using keywords such as "reputation management," "hospitality," "leisure," and "tourism" to narrow down articles published between 2000 and 2023, a period marked by the increasing influence of digitalization in the hospitality industry. We compiled a dataset comprising 1,859 peer-reviewed articles selected for bibliometric analysis using the Bibliometrix R package and its interactive Biblioshiny tool, for data manipulation and presentation purposes. The findings highlighted the influence of media and online reviews on developing strategies for managing reputation‚, with "word of mouth" and "customer satisfaction" standing out as pivotal concepts. China and the United States stand out as the nations, with Hong Kong Polytechnic University recognized as a top institution in this field of study. The research indicates a rising trend in studies since 2010, aligning with the evolution of the hospitality industry and the surge in platform usage. These discoveries provide insights for both academia and industry professionals, laying the groundwork for strategic directions and further research in managing hospitality reputation. This research underscores the importance of devising innovative strategies to bridge research gaps and explore emerging areas of interest.

Keywords

Reputation management , hospitality , bibliometric analysis , trends , future directions

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