Purpose This study aims to develop a measurement model to help hotels manage their reputation within the context of online reviews and ratings platforms and evaluate the impact of this reputation management on the benefits derived by the hotels, as perceived by their managers. Design/methodology/approach Partial least squares was used to assess the model and make a causal predictive analysis, using data from a survey of a random sample of 335 Spanish hotel managers and personnel involved in reputation management. Findings This study shows the operationalization of hotel reputation management as a superordinate second-order construct affecting six individual first-order dimensions, strongly impacting on three key benefits as perceived by hotel managers (i.e. financial benefits, customer relationship benefits and customer-based brand benefits), within the context of online review platforms. Practical implications Based on the results of this study, hotel managers can improve the effectiveness of their management of ratings and reviews. They can also learn which aspects they should focus on when managing ratings and reviews. Originality/value Based on the opinions of hotel managers, a causal model for managing online reviews was developed and validated. This study shows how reputation management affects the benefits derived by hotels as perceived by their managers.

Based on consumer behavior theories, the aim of this study is to provide a model supported by empirical evidence in order to improve knowledge of the antecedents of loyalty to online clothing retailers. The model has been verified through partial least squares analysis of the data obtained from a survey of a sample of 412 online clothing shoppers. The results show that, firstly, the affective and cognitive experiences have a positive effect on the degree of satisfaction, and the affective experiences also have a positive impact on trust. Secondly, it has been demonstrated that consumer satisfaction with online clothing retailers can be increased by both the hedonic and utilitarian values of shopping. Thirdly, an indirect relationship has been established between satisfaction and loyalty through trust and perceived value of service. These findings can improve our understanding of the determinants of online consumer loyalty. Discussion and implications are provided.

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Purpose -The advent of electronic word-of-mouth (eWOM) communities and review sites has strongly affected the tourism industry, changing the way hotels and accommodations build credibility and a good image. Few studies have tested, among eWOM communities, the predictors and factors that directly affect positive eWOM reviews. Using a directory of Spanish hotels in TripAdvisor, the purpose of this paper is to critically discuss and examine the predictors of positive eWOM, from the hoteliers' perspective. Design/methodology/approach -After the literature review on eWOM, hypotheses regarding predictors of positive eWOM were developed. Correlation and regression analyses were conducted to empirically validate the relation between hotel and personal characteristics and positive eWOM among a population of 335 hotels. Findings -Results suggest that commitment and competence are factors affecting positive eWOM. The study found that hoteliers do not perceive hotel characteristics (category, size, and type of ownership) or the use of the review site as predictors of positive valence. Instead, they perceive commitment and competence as the main predictors.Research limitations/implications -The identification of the predictors of positive valence is important to get better eWOM valence. It would allow hotels to improve some factors that affect positive eWOM. In this way, the hotel resources and efforts would be better targeted. Practical implications -The identification of the predictors of positive valence is important to get better eWOM valence. It would enable hotels to improve some factors and characteristics that affect positive eWOM. In this way, the hotel resources and efforts would be better targeted. Originality/value -This paper investigates the factors affecting positive reviews on hotels, from the hoteliers' perception. The study will help researchers to understand positive eWOM formation. Moreover, this study will provide marketers with information on how to improve efforts to obtain positive reviews.