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Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective

Walsh, Gianfranco ; Mitchell, Vincent-Wayne ; Jackson, Paul R. ; Beatty, Sharon E.

British journal of management, 2009-06, Vol.20 (2), p.187-203 [Periódico revisado por pares]

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Título:
Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective
Autor: Walsh, Gianfranco ; Mitchell, Vincent-Wayne ; Jackson, Paul R. ; Beatty, Sharon E.
Assuntos: Brand loyalty ; Business reputation ; Consumer behaviour ; Customer satisfaction ; Customer service ; Mathematical models ; Reputations ; Service industries ; Service industry ; Stakeholder ; Studies ; Surveys ; Trust
É parte de: British journal of management, 2009-06, Vol.20 (2), p.187-203
Notas: ark:/67375/WNG-4XDJ262B-V
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Descrição: This paper extends previous work to examine the antecedents and customer‐related consequences of corporate reputation for one important stakeholder group, customers, and within a special service sector where product and corporate associations are synonymous. We begin by linking the concept of corporate reputation to related concepts. Then, using structural equation modelling on customer survey data (n=511), we examine the impact of customer satisfaction and trust on corporate reputation, as well as how corporate reputation affects customer loyalty and word of mouth behaviour. The management implications of these results are discussed.
Editor: Oxford, UK: Blackwell Publishing Ltd
Idioma: Inglês

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