Transactive Memory Systems for Improving the Innovation Capability of Hotel Establishments and Their Online Reputation

This study investigates the impact of transactive memory systems (TMS) and innovation capabilities on the online reputation of hotels, a critical aspect in the digital age where consumer decisions are heavily influenced by online reviews. Through analyzing data from 118 managers of 3–5-star hotels in Spain and employing partial least squares and structural equation modeling (SEM), the research reveals that innovation capabilities significantly enhance online reputation, as reflected by customer satisfaction ratings on Booking.com and TripAdvisor. Furthermore, it uncovers that TMS components—specialization, credibility, and coordination—play a crucial role in fostering innovation capabilities. This research fills an important gap by linking TMS with online reputation, suggesting that effective knowledge management and innovation practices are key to improving online visibility and customer perception. Thus, it provides actionable strategies for hotel managers aiming to leverage their online reputation for a competitive advantage.