TripAdvisor and reputation: a case study of the hotel industry in Cyprus

Nicholas Nicoli, Evgenia Papadopoulou

Research output: Contribution to journalArticlepeer-review


Purpose: The purpose of this paper is to examine the significance of TripAdvisor on reputation within the hotel industry. TripAdvisor encapsulates key themes in establishing an online reputation strategy in an evolving digital landscape. Design/methodology/approach: Through the use of an exploratory case study, data were gathered primarily by means of a series of expert interviews within the hotel industry in Cyprus, today a mature holiday destination in Europe. Further data collection included a document search of presentations, annual reports, past surveys and sales and marketing literature from the examined industry. Findings: Hotel communication practitioners are fully aware of the impact of social media in managing reputation. Constant monitoring, prompt responses, training and transparency were identified as key factors. Online reputation management needs to be taken into consideration when designing a comprehensive integrated communication strategy. Research limitations/implications: Congruence amongst interviewees in certain areas could be on account of the homogeneity of practitioners, of their background and training and of similar organisational cultures across the locale of study. This leads to limits in the generalisations from this study’s findings. Practical implications: Encouragement and training of employees were amongst the primary suggestions that emerged. An internal and external environmental scan, recognising possible strengths, weaknesses, opportunities and threats, which could assist in the effective engagement and monitoring of the organisation’s online presence, were also suggested. Originality/value: The uniqueness of the study lies in its exploration of reputation management of a well-known traveller’s platform by addressing social media content in both a proactive and reactive manner.

Original languageEnglish
Pages (from-to)316-334
Number of pages19
JournalEuroMed Journal of Business
Issue number3
Publication statusPublished - 2017


  • Cyprus
  • Hotel industry
  • Public relations
  • Reputation management
  • Social media
  • TripAdvisor


Dive into the research topics of 'TripAdvisor and reputation: a case study of the hotel industry in Cyprus'. Together they form a unique fingerprint.

Cite this