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How to Boost Reputation in Growing Museums? Evidence From an Italian Case

aUniversity of Florence, Italy
bInternational Telematic University UNINETTUNO, Italy

Online Reputation Management in Destination and Hospitality

ISBN: 978-1-80382-376-8, eISBN: 978-1-80382-375-1

Publication date: 9 February 2023


The reputation has a significant impact on business, and it influences by causing an exponential positive or negative effect. There are many different issues that affect the level of reputation, and they are independent from the sector of the activity. If we focus on museums, previous studies mainly highlight the different strategies in order to manage and to increase their reputation. However, each research points out a specific aspect linked to the engagement, the use of digital technologies, or social media platforms. Our research aims to deep investigate the governance and leadership drivers in order to increase positive feeling within stakeholders also by using social media instruments. This research has indeed an exploratory nature as, to the best of our knowledge, no previous research focused on a similar strategy that characterizes for a “stellar” manager applied to a small museum in a small city.

The research uses a case study by observing the effects of selecting a well-known manager of the top ranked museum in the world (Louvre) in order to boost the reputation of a “startup” museum barely known (Pistoia Museums). After having analyzed the main drivers of reputation of the case, the study uses interview with the scientific director of the small museum.

The results contribute to the discussion about the drivers and the different strategies to boost reputation by showing how the management and leadership issues are able to increase it rapidly. However, findings also point out the need to have a clear overview about the digital tools applied to an adequate communication. The results show how the flexibility of a small growing museum can positively affect and boost reputation. This strategy can be applied to other small museums that aim to affirm their identity.




We are very grateful to the Pistoia Museums for their participation and support in this research study. In particular, we would like to thank the President and the Scientific Director for their availability and expertise.


Fissi, S., Gori, E. and Romolini, A. (2023), "How to Boost Reputation in Growing Museums? Evidence From an Italian Case", Rialti, R., Kvítková, Z. and Makovník, T. (Ed.) Online Reputation Management in Destination and Hospitality, Emerald Publishing Limited, Leeds, pp. 151-162.



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Copyright © 2023 Silvia Fissi, Elena Gori and Alberto Romolini. Published under exclusive licence by Emerald Publishing Limited