Online Reputation Management: A Meta-Synthesis of Key Factors

This study employs a systematic metasynthesis to integrate findings from 38 peerreviewed studies on Online Reputation Management (ORM) within the context of social media. Using Sandelowski and Barroso (2006)’s sevenstage framework, the analysis identifies nine thematic domains: active communication and engagement, effective social media management, customer experience, crisis management, organizational website quality, organizational identity, ethical reputation, offline reputation, and effective advertising. Across the reviewed literature, factors such as stakeholder engagement, usergenerated content, and service quality were frequently highlighted in association with building reputation and enhancing brand perception. The resulting conceptual framework synthesizes these patterns to provide an organized view of ORM elements observed in multiple industries and contexts, without making causal claims. The study also notes the potential value of future empirical research to assess the applicability of this framework across linguistic, cultural, and sectoral boundaries.