scholarly journals Investigation of Radiation Oncologists’ Awareness of Online Reputation Management

JMIR Cancer ◽  
10.2196/10530 ◽  
2019 ◽  
Vol 5 (1) ◽  
pp. e10530 ◽  
Author(s):  
Jonathan Fredric Waxer ◽  
Sudesh Srivastav ◽  
Christian Steven DiBiase ◽  
Steven Joseph DiBiase
Keyword(s):  
Reputation Management ◽  
Radiation Oncologists ◽  
Online Reputation

scholarly journals Investigation of Radiation Oncologists’ Awareness of Online Reputation Management (Preprint)

2018 ◽  
Author(s):  
Jonathan Fredric Waxer ◽  
Sudesh Srivastav ◽  
Christian Steven DiBiase ◽  
Steven Joseph DiBiase
Keyword(s):  
Patient Satisfaction ◽  
Radiation Oncology ◽  
Online Survey ◽  
Statistical Significance ◽  
Correlation Coefficients ◽  
Online Reviews ◽  
Reputation Management ◽  
Fisher Exact Test ◽  
Radiation Oncologists ◽  
Online Reputation

BACKGROUND Online reputation management (ORM) is an emerging practice strategy that emphasizes the systematic and proactive monitoring of online reviews relating to one’s professional reputation. OBJECTIVE We developed this survey project to assess whether radiation oncologists are aware of ORM and how it is utilized in their practices. We hypothesized that ORM is largely unknown by most practicing radiation oncologists and that little time is spent actively managing their reputations. METHODS An online survey was submitted to 1222 radiation oncologists using the Qualtrics research platform. Physician emails were gathered from the American Society for Radiation Oncology member directory. A total of 85 physicians initiated the survey, whereas 76 physicians completed more than or equal to 94% (15/16) of the survey questions and were subsequently used in our analyses. The survey consisted of 15 questions querying practice demographics, patient satisfaction determination, ORM understanding, and activities to address ORM and 1 question for physicians to opt-in to a US $50 Amazon gift card raffle. The survey data were summarized using a frequency table, and data were analyzed using the Chi-square test, Fisher exact test, and Spearman correlation coefficients. RESULTS We calculated a 7% (85/1222) response rate for our survey, with a completion rate of 89% (76/85). A majority of respondents (97%, 74/76) endorsed being somewhat or strongly concerned about patient satisfaction (P<.001). However, 58% (44/76) of respondents reported spending 0 hours per week reviewing or managing their online reputation and 39% (30/76) reported spending less than 1 hour per week (P<.001). A majority of physicians (58%, 44/76) endorsed no familiarity with ORM (P<.001) and 70% (53/76) did not actively manage their online reputation (P<.001). Although 83% (63/76) of respondents strongly or somewhat believed that patients read online reviews (P<.001), 57% (43/76) of respondents did not check their online reviews (P=.25) and 80% (61/76) endorsed never responding to online reviews (P<.001). Moreover, 58% (44/76) of the respondents strongly or somewhat supported the idea of managing their online reputation going forward (P=.001). In addition, 11 out of the 28 pairs of questions asked in our correlation studies reached statistical significance. Degree of concern for patient satisfaction and the notion of managing one’s ORM going forward were the 2 most frequently correlated topics of statistical significance in our analyses. CONCLUSIONS ORM is presently under-recognized in radiation oncology. Although most practitioners are concerned about patient satisfaction, little effort is directed toward the internet on this matter. ORM offers an area of practice improvement for many practicing radiation oncologists.

Causal Modelling and Analysis Evaluation of Online Reputation Management Using Fuzzy Delphi and DEMATEL

2017 ◽  
Vol 8 (1) ◽  
pp. 27-45 ◽  
Author(s):  
Anil Kumar ◽  
Manoj Kumar Dash
Keyword(s):  
Service Providers ◽  
Causal Modeling ◽  
Customer Relationship ◽  
Reputation Management ◽  
Fuzzy Delphi ◽  
Modeling Analysis ◽  
Factor Data ◽  
Corporate Social ◽  
Online Reputation ◽  
Structured Questionnaire

Online reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.

scholarly journals SERM СТРАТЕГІЯ В МАРКЕТИНГОВІЙ ДІЯЛЬНОСТІ ТУРИСТИЧНОГО ПІДПРИЄМСТВА

2021 ◽  
pp. 21-29
Author(s):  
О. В. Виноградова ◽  
Н. І. Дрокіна
Keyword(s):  
Search Engine ◽  
Reputation Management ◽  
Online Reputation

У статті обґрунтовано значимість заходів щодо управління репутацією в пошуковій видачі. Розглянуто поняття SERM (Search Engine Reputation Management) та ORM (Online Reputation Management), визначено основні їх відмінності. Побудовано структуру системи управління репутацією в мережі Інтернет (ORM) туристичного підприємства та виділено SERM як один з її напрямків. Сформульовано поняття SERM туристичного підприємства, визначено основне завдання управління репутацією в пошуковій видачі та мета SERM-стратегії туристичного підприємства. Побудована концептуальна модель розробки SERM-стратегії туристичного підприємства, яка має вигляд взаємозв’язаних та послідовних етапів розробки та реалізації заходів щодо створення у користувачів позитивної думки про туристичне підприємство у видачі пошукових систем. Запропоновано матрицю визначення тональності майданчиків при аналізі пошукової видачі по репутаційним запитам.

scholarly journals SUSTAINABLE PERFORMANCE OF PLAYERS IN THE GLOBAL AVIATION INDUSTRY IN THE LIGHT OF MULTI-FACTOR ANALYSIS OF ONLINE REPUTATION

2021 ◽  
Vol 9 (1) ◽  
pp. 1-9
Author(s):  
Ludovit Nastisin ◽  
Beata Gavurova ◽  
Radovan Bacik ◽  
Nella Svetozarovova ◽  
Richard Fedorko
Keyword(s):  
Factor Analysis ◽  
Positive Impact ◽  
Reputation Management ◽  
Aviation Industry ◽  
Management Approach ◽  
Business Units ◽  
Sustainable Performance ◽  
Reasonable Evidence ◽  
Performance Dimensions ◽  
Online Reputation

The issue of reputation management in terms of increasing sustainable performance and competitiveness is rapidly developing and undoubtedly is the most important tool in the business area. The study analyzes the reputation of 10 companies with the largest share in the aviation market that were selected on the basis of one of the most widely-used measures of airline size - passenger-kilometer (RPKs) as presented by the International Air Transport Association. The aim is to point out online reputation tools and present ways to improve the performance and competitiveness of analyzed subjects by managing several digital metrics that create this reputation. For this purpose, was applied a modified multi-factor analysis of the overall online reputation sentiment. The research results provide business units with reasonable evidence to proactively implement and invest in reputation management approach because such approach should have a positive impact on their sustainable performance dimensions and further enhance strategic competitiveness.

Webcare als online reputatiemanagement

2014 ◽  
Vol 42 (2) ◽  
Author(s):  
Judith Huibers ◽  
Joost Verhoeven
Keyword(s):  
The Netherlands ◽  
Corporate Reputation ◽  
Organizational Legitimacy ◽  
Reputation Management ◽  
Defensive Strategies ◽  
Human Voice ◽  
Online Reputation ◽  
Stakeholder Needs ◽  
Scenario Study ◽  
Better Than

Webcare as online reputation management: the use of webcare strategies and conversational human voice in the Netherlands, and its effects on the corporate reputation Webcare as online reputation management: the use of webcare strategies and conversational human voice in the Netherlands, and its effects on the corporate reputation While Twitter offers organizations chances to improve their reputations, tweets can also threaten reputations by attacking the organizational legitimacy. In this article, we studied (1) what webcare strategies Dutch organizations use to preventing reputational damage, (2) how effective these strategies are, and (3) how conversational human voice influences the effectiveness of these strategies. A content analysis of online dialogues (Study 1) shows that we should distinguish three rather than two types of webcare strategies: Organizations use webcare to accommodate (1) their own needs (through denial or justification), (2) individual stakeholder needs (through information, sympathy and compensation), or (3) collective stakeholder needs (through apologies and corrective action). In the Netherlands, stakeholder focused strategies are used more for web care than defensive strategies. A scenario study revealed that accommodating individual needs protects reputation better than defensive strategies, and marginally better than collective accommodative strategies.

Reputation management in cyberspace: evidence from Jordan’s luxury hotel market

2019 ◽  
Vol 10 (1) ◽  
pp. 107-120 ◽  
Author(s):  
Zaid Alrawadieh ◽  
Mithat Zeki Dincer
Keyword(s):  
Response Rate ◽  
Online Reviews ◽  
Reputation Management ◽  
Future Research ◽  
Content Type ◽  
Luxury Hotels ◽  
Hotel Managers ◽  
Online Reputation ◽  
Luxury Hotel ◽  
Managerial Response

PurposeDrawing on a sample of 520 negative reviews posted on TripAdvisor against all five-star hotels operating in Petra, Jordan, the purpose of this paper is to evaluate the response of luxury hotels to negative online reviews by considering the Response Rate (RR), the Response Time (RT) and the Response Content (RC).Design/methodology/approachA deductive content analysis was used on hotels’ managerial responses. Based on the literature review, a four-construct scheme was identified to guide the analysis including Appreciation; Apology; Explanation; and Incentive. The managerial responses were carefully read and manually coded based on the four-construct scheme. The time between the review posting date and the date of the managerial response was also recorded. Luxury hotel managers were also surveyed to obtain insights into their perceptions and practices with respect to online reputation management.FindingsThe findings call into question luxury hotels’ awareness of the harmful impact of negative online reviews. Specifically, the findings suggest that less than half of the negative reviews received a managerial response, and that more than half of these were standardized and did not refer to the issues raised in the reviews. The low response rate coupled with the hotel managers’ consensus on the importance of answering all online reviews indicates inconsistency between hotel managers’ perceptions and practices with regard to online reputation management.Originality/valueThe paper adds to the ongoing debate on reputation management in the hospitality industry by considering the managerial response to negative online reviews. The paper discusses several managerial implications for hotel managers as well as avenues for future research.

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