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Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective
Author(s) -
Walsh Gianfranco,
Mitchell VincentWayne,
Jackson Paul R.,
Beatty Sharon E.
Publication year - 2009
Publication title -
british journal of management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.407
H-Index - 108
eISSN - 1467-8551
pISSN - 1045-3172
DOI - 10.1111/j.1467-8551.2007.00557.x
Subject(s) - business , marketing , reputation , stakeholder , customer delight , loyalty business model , customer satisfaction , structural equation modeling , customer retention , loyalty , perspective (graphical) , service (business) , service quality , public relations , sociology , political science , computer science , social science , machine learning , artificial intelligence
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.