Making Peace With Disruptors

Rick Garlick | August 2, 2018

By Rick Garlick, Ph.D., ISHC When TripAdvisor was first founded in 2000, it was created with the intent of being a travel information site. While the original focus was on professional content, it soon found itself to be the social media site of choice for user-generated travel reviews. Of course, this transparency was not always welcomed by hotel chains. It used to be that hotels could maintain control over the guest feedback process through their internal guest surveys, comment cards, and escalated complaint process. However, TripAdvisor was a very visible resource for guests to bare their hotel experiences, positive and negative, in ...