Navigating the landscape of e‑commerce: thematic clusters, intellectual turning points, and burst patterns in online reputation management

Abstract

Recognizing the challenges identified in the vast literature exploring the intellectual landscape of Online Reputation Management (ORM) in the realm of e-commerce, this study performs a quantitative bibliometric analysis, specifically a co-citation analysis using CiteSpace software, to find thematic clusters in a sample of 1136 papers containing 48,385 cited references. This is the first co-citation analysis of ORM literature that cluster the intellectual structure and identifies both the intellectual turning points and burst papers. The results reveal 14 distinct co-citation clusters, each representing a unique thematic structure. An in-depth analysis further characterizes the clusters, ranging from the impact of online reputation on the hospitality industry to frameworks explaining trust formation in e-commerce. Additionally, the study identifies intellectual turning points by assessing betweenness centrality, highlighting four seminal papers that have strongly influenced the field. Furthermore, burst detection analysis uncovers the temporal dynamics of research trends, showcasing the enduring influence of certain clusters and the transient nature of burst patterns. The novelty and importance of the results from the detailed burst detection analysis lie in identifying a significant evolution in research focus over time. Initially, research was concentrated on foundational studies and understanding customer behavior. It then shifted towards practical applications in specific industries, particularly in hospitality and online reviews. In recent years, the emphasis has been on integrating ORM into broader business strategies, especially within e-commerce and the collaborative economy. This research not only contributes to a deeper understanding of ORM, but also serves as a valuable guide for researchers, practitioners, and policymakers in the evolving landscape of online reputation in e-commerce.