Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/41892
Título: Gap analysis of the online reputation
Autores/as: Rodríguez-Díaz, Manuel 
Rodriguez Voltes, Crina Isabel
Rodriguez-Voltes, Ana Cristina
Clasificación UNESCO: 5306 Economía del cambio tecnológico
Palabras clave: Online reputation
Gap analysis
Service quality
Perceived value
Online customer review, et al.
Fecha de publicación: 2018
Editor/a: 2071-1050
Publicación seriada: Sustainability (Switzerland) 
Resumen: Online reputation is a strategic element of firms' competitiveness. Companies need to manage their reputations and the image that they communicate through the Internet. This paper proposes a model to determine the main aspects that define a competitive online reputation: coherence, veracity, and intensity. The traditional methods that have been used to determine service quality must be adapted to new digital developments and their effects on customers' behavior. Therefore, a gap analysis is performed to define the key aspects that must be managed in order to create and maintain a powerful reputation and image in the companies' communication. Since this subject is too complex to be implemented in distinct sectors and ambits, different lines of research are proposed to expand this new critical line of study.
URI: http://hdl.handle.net/10553/41892
ISSN: 2071-1050
DOI: 10.3390/su10051603
Fuente: Sustainability (Switzerland) [ISSN 2071-1050], v. 10(5), 1603
Colección:Artículos
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