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The Department of Computer & Information Sciences hosts The Mobiquitous Lab, which investigates user behaviour on mobile devices and emerging ubiquitous computing paradigms. The Strathclyde iSchool Research Group specialises in understanding how people search for information and explores interactive search tools that support their information seeking and retrieval tasks, this also includes research into information behaviour and engagement.

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Examining the antecedents and consequences of corporate reputation : a customer perspective

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 1045-3172

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Abstract

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.