Abstract
| Language | English |
|---|---|
| Pages | 187-203 |
| Number of pages | 17 |
| Journal | British Journal of Management |
| Volume | 20 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - Jun 2009 |
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Keywords
- antecedents
- consequences
- corporate reputation
- customer perspective
- A Customer Perspective
Cite this
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Examining the antecedents and consequences of corporate reputation : a customer perspective. / Walsh, G.; Mitchell, V.W.; Jackson, P.; Beatty, S.
In: British Journal of Management, Vol. 20, No. 2, 06.2009, p. 187-203.Research output: Contribution to journal › Article
TY - JOUR
T1 - Examining the antecedents and consequences of corporate reputation
T2 - British Journal of Management
AU - Walsh, G.
AU - Mitchell, V.W.
AU - Jackson, P.
AU - Beatty, S.
PY - 2009/6
Y1 - 2009/6
N2 - 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.
AB - 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.
KW - antecedents
KW - consequences
KW - corporate reputation
KW - customer perspective
KW - A Customer Perspective
U2 - 10.1111/j.1467-8551.2007.00557.x
DO - 10.1111/j.1467-8551.2007.00557.x
M3 - Article
VL - 20
SP - 187
EP - 203
JO - British Journal of Management
JF - British Journal of Management
SN - 1045-3172
IS - 2
ER -