Walsh, G. and Mitchell, V.W. and Jackson, P. and Beatty, S. (2009) Examining the antecedents and consequences of corporate reputation : a customer perspective. British Journal of Management, 20 (2). pp. 187-203. ISSN 1045-3172Full text not available in this repository. (Request a copy from the Strathclyde author)
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.
|Keywords:||antecedents, consequences, corporate reputation, customer perspective, A Customer Perspective, Social Sciences (General), Business, Management and Accounting(all), Strategy and Management, Management of Technology and Innovation|
|Subjects:||Social Sciences > Social Sciences (General)|
|Department:||Strathclyde Business School > Marketing|
|Depositing user:||Mrs Jan Whiteford|
|Date Deposited:||01 Sep 2010 13:07|
|Last modified:||20 May 2016 03:11|