ESRC – Tourism Online Reputation & Competitiveness

Here my presentation at today’s ESRC event “Social Media: ‘make or break your reputation’” at Bournemouth University.

The guiding idea is that we need to be careful in thinking that online reputation should be delegated to the social media managers (or often social media interns). Online reputation starts from the moment of truth and from the services encounter.

In other words: it is too easy to easy to blame Tripadvisor for a series of negative reviews if no ones  takes (REALLY) care of the consumers’ experience…food for thoughts (I hope) for tourism and hospitality managers and for the huge crowd of consultants claiming almost the opposite…