Gap analysis of the online reputation

  title={Gap analysis of the online reputation},
  author={Manuel Rodr{\'i}guez-D{\'i}az and Crina Isabel Rodr{\'i}guez-Voltes and Ana Cristina Rodr{\'i}guez-Voltes},
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… 

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