Academic literature on the topic 'Customer Based Reputation'
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Journal articles on the topic "Customer Based Reputation"
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Terblanche, Nic S. "Validation of the Customer-Based Corporate Reputation Scale in a Retail Context." International Journal of Market Research 56, no. 5 (September 2014): 655–71. http://dx.doi.org/10.2501/ijmr-2014-044.
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A positive corporate reputation held by customers is important for both financial and customer outcome variables. However, limited research has been undertaken to examine the relationship between corporate reputation and customer-related behaviours. This paper deals with a study in which the shortened customer-based corporate reputation (CBCR) scale of Walsh et al. (2009) was validated in a study of supermarket customers in a developing country. The findings support only two of the five dimensions of the Walsh et al. scale. These are customer orientation and competitiveness of the firm. None of the original reputation dimensions or items associated with good corporate citizenship, such as good employer and being socially and environmentally responsible, was part of the dimensions that remained after the statistical analyses. Both customer orientation and competitiveness of the firm are strongly associated with important outcome variables such as trust, loyalty, repatronage intention and overall reputation. The findings of this study reiterate the view that great care should be exercised when scales are considered for application in a context not similar to the one where the scale was developed.
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Thi Van, Nguyen, Tran Thi Hue Chi, Vu Thi Mai Chi, and Ngo Van Quang. "The Relationship between Customer-Based Corporate Reputation and Customer Citizenship Behavior: The Case in Vietnam." International Journal of Business and Management 11, no. 9 (August 21, 2016): 298. http://dx.doi.org/10.5539/ijbm.v11n9p298.
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A good corporate reputation is properties, images, brand of a company that customers of such company can wish for others to join them, therefore the supporting of accompany to build a strong reputation through discretionary, voluntary behaviors of customers is considered to be capable of helping customers to achieve a higher level of awareness about themselves and their social prestige. Positive effect of corporate reputation on customer outcome variables such as customer satisfaction and loyalty, etc. have been recognized in a lot of literatures. Respondents were customers who came to and used services of the retailing, haircut store or beauty salon in Ho Chi Minh city, Vietnam. We also collected 44 questionnaires to do Pretest before conducting the final test in which 490 out of 600 questionnaires are validated to run statistics. Besides, convenient sampling is used for this study. This result showed that customer-based corporate reputation directly affect customer satisfaction, customer commitment, customer loyalty and customer satisfaction, customer commitment and loyalty directly affect CCB. This research also indicated CBR positive influences on CCB. To find out the antecedents of CCBs is obviously important for managers or employers of firm’s service because it is also the key to success, for the customer retention, maintain and enhance customer loyalty. That is also an interesting research, which provides ideas on new service industry in Vietnam and developing countries.
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MUHAMMAD TUFAIL, AMIR ISHAQUE, and MUHAMMAD IRFAN. "Antecedents and Outcomes of Corporate Reputation Customer-based Analysis." Journal of Business & Tourism 2, no. 2 (November 2, 2021): 111–22. http://dx.doi.org/10.34260/jbt.v2i2.46.
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For any organization its image and reputation is the level of affectionateness in the minds of employees, customers, expected candidates, and competitors, Reputation is the most critical and strategic asset that a corporation possess (Cravens et al., 2003). The objectives of the study was to examine the antecedents and outcomes of corporate reputation. The study was quantitative in nature. Data were collected by using convenient sampling technique from twin cities (i.e. Islamabad and Rawalpindi) of Pakistan. Respondents were asked to answer the questions keeping in mind the mobile company whose connection they use frequently or on permanent basis. Simple correlation and regression methods were used for analysis of data. Results revealed that if a customer is satisfied with the products and services offered by the company than the reputation of the company in the eyes of the customer will increase. In the same way, when customer has trust on the services offered by the company his confidence level will increase on the future offers and service quality of company resulting an increase in the reputation of the firm and this company reputation will influence customer loyalty and positive word of mouth. Managerial implications and recommendations for future research are given at the end.
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Walsh, Gianfranco, Mario Schaarschmidt, and Stefan Ivens. "Effects of customer-based corporate reputation on perceived risk and relational outcomes: empirical evidence from gender moderation in fashion retailing." Journal of Product & Brand Management 26, no. 3 (May 15, 2017): 227–38. http://dx.doi.org/10.1108/jpbm-07-2016-1267.
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Purpose Given the strategic importance of firm reputation because of its potential for value creation, extant reputation research focuses on favorable customer outcomes. This study proposes and tests a model that relates the customer-based corporate reputation (CBR) of fashion retailers to customer-perceived risk and two relational outcomes – trust and commitment. In addition, this study aims to test whether or not the hypothesized paths are equally strong for male and female shoppers. Design/methodology/approach Data for this study were collected through an online survey approach. Using a sample of more than 300 retail customers and structural equation modeling, the authors tested the hypotheses. Findings Drawing on previous research, the commitment–trust theory of relationship marketing and signaling theory, the authors find support for direct and indirect links between retailers’ reputation and relational outcomes, the intervening role of perceived risk and the partially moderational role of gender. Practical implications The findings of this research suggest that a retailer’s positive reputation can reduce customers’ risk and engender trust, which in turn promotes customer commitment. Originality/value A growing number of examples suggests that retailers (specially fashion retailers) need to manage their reputation, which can come under threat in myriad ways, and its outcomes. However, so far, no individual study empirically investigated any of these reputation outcomes simultaneously or considered gender differences. Thus, the authors address an important research gap by examining the mechanism through which CBR affects relevant customer outcomes and by considering contextual factors.
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Yang, Ying, Xinyu Sun, and Jiayin Wang. "The value of reputation in electronic marketplaces." Journal of Research in Interactive Marketing 13, no. 4 (November 20, 2019): 578–601. http://dx.doi.org/10.1108/jrim-11-2018-0151.
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Purpose The purpose of this study is to examine the role of customer experience moderating the relationship between reputation (online consumer reviews) and price premium. Design/methodology/approach This paper collected half-year period transaction of Nokia 5230XM and Kingston SD card from Taobao.com, the largest e-commerce platform in China. This paper combined theoretical analysis and empirical analysis together. Two-stage regression and logistic regression analysis was applied in this empirical analysis. The sensitivity analyses (robustness check) were also conducted in this paper. Findings Customer experience negatively moderates reputation price premium; thus, the positive effect of the reputation system is weaker for the experienced customer than for the naïve customer. Customers with more experience are less likely to pay the price premium and rely on a reputation system. Practical implications The results help sellers to strategize in the online marketplace. Sellers that wish to compete in the e-market must understand the type of customers they are addressing and differentiate the way they treat customers based on the level of customer experience. Originality/value This research contributes to the reputation management and customer behavior literature by identifying the effects of customer experience on the relationship between the reputation system and price premium. The results address the conflicts found in previous studies by extending the explanation of the negative reputation price premium.
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Cintamür, İsmail Gökhan, and Cenk Arsun Yüksel. "Measuring customer based corporate reputation in banking industry." International Journal of Bank Marketing 36, no. 7 (October 1, 2018): 1414–36. http://dx.doi.org/10.1108/ijbm-11-2017-0227.
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Purpose The purpose of this paper is to develop and validate a reliable and valid alternative scale to measure customer-based corporate reputation (CBCR) specific to the banking industry only, where high risks and uncertainties of choosing a service provider exist. Design/methodology/approach Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill’s (1979) paradigm and other prominent scale development studies, a scale development procedure was generated, which consists of three main stages: scale generation and initial purification, scale refinement and scale validation. Findings As a consequence of the current study, a reliable and valid multidimensional scale was obtained, consisting of 20 items and four dimensions to measure CBCR in banking industry: financial performance and financially strong company, customer orientation, social and environmental responsibility and trust. Practical implications This study provides insight to managers to comprehend and manage their CBCR. Since this study has empirically demonstrated that the four dimensions of the CBCR are associated with the five important customer outcome variables, the study provides further support toward the importance of corporate reputation in strategic marketing decisions in the banking industry. Originality/value Numerous different disciplines have focused on corporate reputation measurement by adapting different perspectives and approaches. However, a reliable and valid measurement tool has been proposed here to evaluate corporate reputation from customers’ perspective specific to banking industry.
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Damberg, Svenja, Manfred Schwaiger, and Christian M. Ringle. "What’s important for relationship management? The mediating roles of relational trust and satisfaction for loyalty of cooperative banks’ customers." Journal of Marketing Analytics 10, no. 1 (December 23, 2021): 3–18. http://dx.doi.org/10.1057/s41270-021-00147-2.
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AbstractBuilding on the corporate reputation model, this study investigates the drivers of customer-based corporate reputation. We consider two corporate reputation dimensions (i.e., the cognitive dimension competence and the affective dimension likeability, and their effects on customer satisfaction and loyalty). Adapting the model to the banking sector, we theoretically extend this model by reasoning that customer satisfaction and relational trust are mediators of the relationship between the two corporate reputation dimensions and loyalty. Studying a sample of 675 customers and members of cooperative banks in Germany, we find perceived attractiveness to be the most important driver of corporate reputation. Furthermore, we confirm a positive relationship between corporate reputation and loyalty, and a mediating effect of both satisfaction and relational trust. With our study, we give support for the proposition of customer satisfaction's as well as relational trust’s role as mediators of the relationship between corporate reputation and loyalty. With this research, we expand our knowledge on the well-known corporate reputation model, which has high relevance and important implications for marketing research and relationship management practice.
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Siswi, Ati Arifiah, and Wahyono Wahyono. "The Role of Customer Satisfaction in Increasing Customer Loyalty." Management Analysis Journal 9, no. 1 (March 24, 2020): 17–25. http://dx.doi.org/10.15294/maj.v9i1.34427.
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The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.
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Ruiz, Belén, and Juan A. García. "Modelling customer-based bank reputation: the moderating role of uncertainty avoidance." International Journal of Bank Marketing 37, no. 1 (February 4, 2019): 340–61. http://dx.doi.org/10.1108/ijbm-12-2017-0273.
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PurposeThe purpose of this paper is to explore the moderating role of culture in terms of uncertainty avoidance in the antecedents of customer-based bank reputation in two countries with different cultural patterns.Design/methodology/approachThis study was carried out by surveying 910 bank customers of the main banks in the UK and Spain. The hypotheses employed in this research were developed by contrasting the moderating role of uncertainty avoidance in the relationships between bank reputation and its antecedents, and were then tested through the use of partial least squares modelling.FindingsSignificant differences between British and Spanish bank customers were found with regard to the impact of innovation, workplace and leadership on bank reputation. However, the results obtained when considering uncertainty avoidance as a continuous moderator variable suggested that only the differences found as regards workplace and leadership were owing to this variable, thus providing empirical support for two out of the eight hypotheses developed on the basis of cultural theories.Originality/valueThis is the first study to analyse whether the relative importance of the antecedents of bank reputation differ with regard to customers’ uncertainty avoidance patterns, which is the cultural variable that is most closely linked in literature to customers’ banking decisions. This study contributes towards reputation research by showing that cultural differences in terms of uncertainty avoidance should be used with caution when establishing business guides for bank managers.
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Youness, Chebli, and Pierre Valette-Florence. "CUSTOMER-BASED ONLINE REPUTATION: A CAUSAL MODEL." Global Fashion Management Conference 2018 (July 30, 2018): 1302. http://dx.doi.org/10.15444/gmc2018.11.01.01.
Full textDissertations / Theses on the topic "Customer Based Reputation"
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Ali, Raza. "Disentangling the effects of customer-based corporate reputation on business-to-customer relationships : direct, mediated and moderated effects." Thesis, Middlesex University, 2016. http://eprints.mdx.ac.uk/21250/.
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The extant literature provides a limited understanding of the role of customer-based corporate reputation (CBR) in business-to-customer relationships. Cognitive CBR and affective CBR are two distinct attitudinal components of CBR. However, research into CBR largely neglects to test the separate effects of both CBR components on business-to-customer relationships. In particular, the affective aspects of CBR have been underrated in comparison with the cognitive aspects of CBR in the conceptualization of CBR as a whole. The underlying mechanisms and boundary conditions of the effects of the CBR components on business-to-customer relationships also invite researchers’ attention to better explain how these effects operate and how different circumstances influence these effects. This study, therefore, distinguishes between both the cognitive and affective components of CBR to investigate their relative effects on business-to-customer relationships, and examines the underlying mechanisms and boundary conditions of such effects. For this purpose, customer trust, customer commitment, intentional loyalty, and customer perceived risk are adopted as representative constructs of business-to-customer relationships, from the existing literature. This study developed a conceptual model comprising of 21 hypotheses representing the inter-construct effects. Quantitative methodology was adopted to test the model. For this purpose, a systematic sample of 1059 customers was surveyed from the fast-food services industry in Pakistan. By disentangling the effects of CBR on business-to-customer relationships, this study makes several theoretical contributions. First, this study reveals that cognitive CBR and affective CBR have differential effects on business-to-customer relationships. Second, this study extends the application of social exchange theory into the areas of corporate reputation and business-to-customer exchanges by identifying that the underrated affective component of CBR has a strong impact on business-to-customer relationships. Third, this study explicates the mechanisms through which CBR affects business-to-customer relationships, by analysing the role of mediating factors that explain the effects of both CBR components on intentional loyalty. Fourth, this study finds relationship age as an important moderator (i.e. boundary condition) for the effects of CBR on business-to-customer relationships. Fifth, drawing on the international business perspective, this study theorizes and tests the moderating effects of firm type (local versus MNEs) for the impacts of CBR components on business-to-customer relationships. The findings help the service providers to better understand the ways in which CBR may affect their relationship marketing activities. The findings also suggest some useful implications in the areas of integrated marketing communication, customer segmentation, and international business management.
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Cheng-Chieh-Lee and 李政杰. "The Study of the Effect of Brand Reputation and Image on Customer Purchase Intention-Based on Country-of -Origin of Product as Moderator Variable." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/60753597628017434802.
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碩士中國文化大學
國際企業管理研究所
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Corporation brand serves as to the corporation, as the foundation of the 21st century’s marketing, brand is a key to open the door of “market.” Turning our attention to the main objective of marketing management, added to the “leverage effect” through “branding”, in order to successfully promote a brand to an international arena has become the priority goal of market. Therefore, this study aims to examine the effects of brand reputation and image on consumer purchase intention based on the image of country-of-origin of product as moderator variable and take property-casualty insurance product as a case. The study is conducted with a questionnaire survey, sampling population of consumers of property-casualty insurance product in Taiwan. 350 customers were requested to answer the questionnaire. And the effective respondents were 302. The research uses descriptive statistics, multi-variation variables analysis, hierarchical regression analysis and various statistics tests to verify study assumptions and to interpret the result of study. Results from the above listed analysis show that brand reputation and brand image cause significant impacts on consumer purchase intention and the image of country-of-origin of product causes no significant impact on consumer purchase intention. But the interactive effects of brand reputation, brand image and the image of country-of-origin of product lower the original effect of brand reputation and brand image.
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ALDEGHERI, Marco. "Incertezza e asimmetria informativa nell'industria dell'intermediazione assicurativa: uno studio sulla reputazione applicato al contesto nazionale." Doctoral thesis, 2012. http://hdl.handle.net/11562/413137.
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Le caratteristiche dei servizi di intermediazione assicurativa inducono, nei clienti, difficoltà intrinseche nel saper giudicare “sulla base della sostanza” la qualità della prestazioni ricevute. Si tratta di credence quality goods e in assenza di valide alternative il cliente basa il proprio processo decisionale su valutazioni che riguardano lo status dell’intermediario, la sua immagine. Gli elementi oggettivamente misurabili sono scarsamente disponibili e la scelta dell’interlocutore avviene tramite l’adozione di meccanismi di imitazione (social proof) o in base ad un processo interpretativo che si sviluppa attraverso elaborazioni psicologico-cognitive non sempre razionali. La reputazione costituisce un elemento fondamentale nel segnalare l’offerta di prestazioni di alta qualità e trasmettere informazioni codificabili dai consumatori come indicatori di elevati livelli di servizio. A causa dell’asimmetria informativa esistente tra intermediari e clientela, la reputazione utilizzata dagli operatori dell’industria assume maggiore rilevanza rispetto alle classiche goods-producing firms e diventa elemento determinante nell’influenzarne le performances. La tesi di dottorato discute queste problematiche prendendo in considerazione i contributi di coloro che si sono soffermati sul ruolo della reputazione nel consentire di colmare il divario e facilitare il venir meno dell’opacità informativa esistente tra gli agenti economici presenti ai due estremi del mercato.
L’analisi è suddivisa in tre parti. La prima parte è dedicata all’economia degli intermediari assicurativi: operando le necessarie distinzioni tra canale diretto ed indiretto viene considerato il problema della scarsa trasparenza comunicativa, dell’incertezza e della misurazione del livello di servizio. Prendendo in considerazione i temi di ricerca dominanti ed evidenziando le relazioni tra i principali concetti sono definiti i tratti essenziali dell’attività di intermediazione assicurativa.
La seconda parte considera il legame tra la reputazione e condotta etica: sono esaminati, nello specifico, i comportamenti degli intermediari assicurativi, ed è condotta una analisi dei motivi che legano il tema della complicità e quello del conflitto di interessi al mondo dell’intermediazione assicurativa. E’ preso in esame il c.d. expert power che viene gestito dagli intermediari ed è definito un parallelo con altre professional service firms.
La terza ed ultima parte utilizza i contenuti appena elencati integrandoli con le informazioni raccolte attraverso l’attività di ricerca empirica. Dopo avere illustrato gli argomenti che consentono di dare forza alla relazione tra problema di ricerca, giustificazione di ricerca e contributo potenziale alla conoscenza, vengono esplicitate le quattro ipotesi sottoposte a verifica mediante test di statistica parametrica. Attraverso le informazioni contenute in 341 questionari strutturati secondo la tecnica del differenziale semantico si è giunti all’ottenimento di un data set che è stato elaborato mediante analisi fattoriale. Ciò ha permesso di ‘condensare’ la visione del sampling frame attraverso l’esplicitazione dei cc.dd. latent constructs. É stato possibile giungere alle dimensioni – tra di loro indipendenti – che compongono il costrutto della reputazione degli intermediari assicurativi agli occhi del respondent pool.
La trattazione si conclude con una sintesi dei principali risultati conoscitivi, esplicitando le determinazioni ottenute dal processo di verifica delle ipotesi e identificando, nello stesso tempo, le dirette implicazioni di tipo pratico.The characteristics of the insurance intermediation services leads the clients unable to judge "on the basis of substance" the quality of service received. These are credence-quality goods and without viable evaluation alternatives, customers tend to rely their purchasing decision on external cues such as the status of the intermediary and its image. Objectively measurable elements are unavailable and the choice of the insurance intermediary goes through the adoption of mechanisms of imitation (social proof) or are based on other not rational assessments. The reputation is a key element in signalling the offer of high quality services and transmitting information coded by consumers as indicators of high service levels. Because of asymmetric information between intermediaries and customers, the reputation used by industry professionals will be more valuable than in other traditional goods-producing firms and becomes crucial to boost the performances of insurance intermediaries. The thesis discusses these issues taking into account the contributions who have focused on the role of reputation in permitting to fill the gap and facilitate the disappearance of the information opacity between customer and the insurance intermediary. The analysis is divided into three parts. The first part is devoted to the economy of insurance intermediaries: by making the necessary distinctions between direct and indirect channel it is considered the problem of asymmetric information, the uncertainty issue and difficulties in measuring the service-quality level. We also define the essential features of the insurance brokerage by summarizing the content of the initial investigations, taking into account the main themes of research and highlighting the relationships between the main concepts. The second part considers the link between reputation and the ethical conduct: we have examined, specifically, the conduct of insurance intermediaries. We also analyze what are the reasons that tie both the topic of complicity and that of the conflict of interest to the insurance industry. We took into account the so-called "expert power" handled by intermediaries and we draw a parallel with other professional service firms. We highlight the major points of fragility of the system and conditions that may increase its stability. The third and last part uses the contents listed above, integrating them with the information gathered through the empirical research. After discussing the topics that can give strength to the relationship between the research problem, the justification of research and the potential contribution to knowledge we test our four explicit assumptions by using parametric tests. Employing information contained in no. 341 structured questionnaires we obtained a data set finally explained and interpreted by using the factor analysis technique. This allowed us to 'condense' the vision of the sampling frame by making the latent constructs explicit. It was possible to reach the dimensions - independent of each other - that make up the construct of reputation in the eyes of the respondent pool. The discussion concludes with a summary of the final results explaining the determinations obtained by the process of hypothesis testing and identifying, at the same time, the direct implications for practical purposes.
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Comporta, Ana. "A influência da avaliação da comunicação da marca na formação da reputação corporativa: a visão dos clientes empresariais." Doctoral thesis, 2015. http://hdl.handle.net/10071/8870.
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A literatura no âmbito da reputação corporativa designa a comunicação da marca como antecedente da reputação. Apesar disso são raros os estudos realizados para avaliar esta realidade. A nossa investigação teve como objetivo principal avaliar os antecedentes da reputação corporativa no âmbito da avaliação da comunicação da marca pelos clientes em contexto empresarial (B2B). Avaliou-se igualmente a associação das variáveis de resultado na relação com os clientes, confiança e lealdade à marca, como consequentes da reputação corporativa. A metodologia adotada passou pela realização de um estudo exploratório e de um inquérito quantitativo. A realização do estudo exploratório teve por objetivo obter maior conhecimento das variáveis de comunicação de marca a avaliar no contexto da nossa investigação e para construção de uma escala para medir o constructo avaliação da comunicação da marca. O inquérito quantitativo foi aplicado via web a clientes empresariais de uma empresa de serviços nacional, líder no setor postal, tendo-se obtido uma amostra de 345 respondentes. As principais análises estatísticas tiveram por base os modelos de equações estruturais, com recurso ao software Amos. Os resultados confirmam que a escala desenvolvida e aplicada na presente investigação se adequa no contexto do estudo. Verificou-se ainda que das dimensões da avaliação da comunicação de marca, a avaliação da comunicação integrada de marketing é a dimensão que maior peso tem na formação da reputação corporativa. Posteriormente o modelo confirmou que a comunicação da marca é uma antecedente da reputação e que a confiança e a lealdade à marca são consequentes da reputação.Literature in corporate communication and reputation field area indicates brand communication as antecedent of reputation, but only a few empirical studies have been done to evaluate this reality. The main goal of this research was the evaluation of corporate reputation antecedents to capture customer´s perceptions about brand communication in a B2B context. We also analyzed the association between outcome variables, trust and brand loyalty, with corporate reputation. The methodology began by performing an exploratory study and a quantitative survey. The exploratory study was done aiming to a better knowledge of brand communication variables and how can they be assessed in the context of our research and also the construction of a scale, designed by the authors, to measure the construct brand communication evaluation. Data was collected through a quantitative on-line survey resulting in a sample of 345 customers. Data analysis was conducted using the structural equation modelling technique (SEM), done with the use of software Amos. Our results demonstrating that the scale developed and applied in this research fits in the context of this study and support that brand communication influences corporate reputation. Moreover, we have discovered that there are two dimensions to evaluate brand communication, being integrated marketing communication evaluation the dimension that has a major influence in corporate reputation. The results also confirm the trust and loyalty as consequent variables of corporate reputation. Implications of these findings for marketing and communication researchers and managers are presented and future research recommendations are provided.
Books on the topic "Customer Based Reputation"
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Elkeles, Simone. How to ruin your boyfriend's reputation. Woodbury, Minn: Flux, 2009.
Find full textBook chapters on the topic "Customer Based Reputation"
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Walsh, Gianfranco, Sharon E. Beatty, and Betsy Bugg Holloway. "Customer-Based Corporate Reputation: Introducing a New Segmentation Criterion." In Reputation Management, 151–61. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-19266-1_14.
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Terblanche, Nic S. "Customer-Based Corporate Reputation: A Study of Supermarket Customers." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 207–12. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10951-0_74.
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Ressler, Jamie M. "An Analysis of Customer-Based University Reputation and Reputational Consequences." In Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference, 138–42. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10963-3_73.
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Morzy, Mikołaj, Marek Wojciechowski, and Maciej Zakrzewicz. "Intelligent Reputation Assessment for Participants of Web-Based Customer-to-Customer Auctions." In Advances in Web Intelligence, 320–26. Berlin, Heidelberg: Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11495772_50.
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Youness, Chebli, and Pierre Valette-Flotence. "Customer-Based Online Reputation: One Key Antecedent and Some Consequences." In Back to the Future: Using Marketing Basics to Provide Customer Value, 743–54. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_238.
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Schlegelmilch, Bodo B., and Ilona Szőcs. "Disaggregating Corporate Philanthropy: The Impact of Individual Dimensions on Customer-Based Corporate Reputation." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World, 443–46. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_122.
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Youness, Chebli, Pierre Valette-Florence, and Jean-Luc Herrmann. "The Effects of Customer-Based Online Reputation on WOM and WPP: The Mediating Role of BRQ: An Abstract." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 893–94. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-02568-7_252.
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Benaboud, Rohallah, and Toufik Marir. "Web Services Reputation Based on Consumer Preferences." In Novel Approaches to Information Systems Design, 123–36. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-2975-1.ch006.
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With the increasing application of web services in our lives, selecting the right web service is becoming unprecedentedly difficult. Indeed, before paying the price of a web service, the customer always tries to make sure of his choice. One of the mechanisms used to put the customer in trust is to make available the opinions of other customers who have already used this web service. In the literature, many solutions for measuring the reputation of web services have been proposed. Unfortunately, they ignore certain aspects that we find important to ensure a more meaningful assessment of the reputation. Firstly, consumers do not always have the same satisfaction criteria, and as a result, they can judge the same web service differently. Thus, without knowing the consumer's preferences, it is almost impossible to give meaning to his opinion. Secondly, the qualities of a web service can be changed over time, and hence, the old ratings are no longer representative. In this chapter, the authors propose a novel reputation computation approach to deal with the problems mentioned above.
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Beck, Roman, and Jochen Franke. "Designing Reputation and Trust Management Systems." In E-Commerce Trends for Organizational Advancement, 118–35. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-60566-964-9.ch007.
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This article analyzes the handling of customer complaints after shipping ordered goods by applying automated reputation and trust accounts as decision support. Customer complaints are cost intensive and difficult to standardize. A game theory based analysis of the process yields insights into unfavorable interactions between both business partners. Trust and reputation mechanisms have been found useful in addressing these types of interactions. A reputation and trust management system (RTMS) is proposed based on design theory guidelines as an IS artifact to prevent customers from issuing false complaints. A generic simulation setting for analysis of the mechanism is presented to evaluate the applicability of the RTMS. The findings suggest that the RTMS performs best in market environments where transaction frequency is high, individual complaint-handling costs are high compared to product revenues, and the market has a high fraction of potentially cheating customers.
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Portmann, Edy, Tam Nguyen, Jose Sepulveda, and Adrian David Cheok. "Fuzzy Online Reputation Analysis Framework." In Fuzzy Methods for Customer Relationship Management and Marketing, 139–67. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0095-9.ch007.
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The fuzzy online reputation analysis framework, or “foRa” (plural of forum, the Latin word for marketplace) framework, is a method for searching the Social Web to find meaningful information about reputation. Based on an automatic, fuzzy-built ontology, this framework queries the social marketplaces of the Web for reputation, combines the retrieved results, and generates navigable Topic Maps. Using these interactive maps, communications operatives can zero in on precisely what they are looking for and discover unforeseen relationships between topics and tags. Thus, using this framework, it is possible to scan the Social Web for a name, product, brand, or combination thereof and determine query-related topic classes with related terms and thus identify hidden sources. This chapter also briefly describes the youReputation prototype (www.youreputation.org), a free Web-based application for reputation analysis. In the course of this, a small example will explain the benefits of the prototype.
Conference papers on the topic "Customer Based Reputation"
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Yinghong, Wan, Cao Xiaopeng, Shao Wenli, and Lv Hongjun. "Customer relationship retention game based on relationship reputation." In 2011 International Conference on E-Business and E-Government (ICEE). IEEE, 2011. http://dx.doi.org/10.1109/icebeg.2011.5886816.
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Al-Sharawneh, Jebrin, Mary-Anne Williams, and David Goldbaum. "Web Service Reputation Prediction Based on Customer Feedback Forecasting Model." In 2010 14th IEEE International Enterprise Distributed Object Computing Conference Workshops (EDOCW). IEEE, 2010. http://dx.doi.org/10.1109/edocw.2010.16.
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Zeng, Zhiguo, and Enrico Zio. "Assessing reliability reputation of products based on online customer reviews." In Proceedings of the 29th European Safety and Reliability Conference (ESREL). Singapore: Research Publishing Services, 2019. http://dx.doi.org/10.3850/978-981-11-2724-3_0979-cd.
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Fotea, Silvia. "CUSTOMER-BASED REPUTATION OF FAMILY BUSINESSES IN AN EMERGENT MARKET." In 5th SGEM International Multidisciplinary Scientific Conferences on SOCIAL SCIENCES and ARTS SGEM2018. STEF92 Technology, 2018. http://dx.doi.org/10.5593/sgemsocial2018/1.5/s05.031.
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Sontaite-Petkeviciene, Migle. "Customer-based brand equity creation for online grocery stores." In Research for Rural Development 2020. Latvia University of Life Sciences and Technologies, 2020. http://dx.doi.org/10.22616/rrd.26.2020.029.
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Given the growing worldwide tendencies of online shopping and increasing popularity of online grocery shopping, building customer-based brand equity for online grocery stores is gaining its popularity among business owners and marketers. Building good customer-based brand equity is considered to be one of the crucial goals for online businesses that leads to successful competition and good customer experience. The aim of this research is to determine customer-based brand equity dimensions for online grocery stores. To reach the aim, this paper adopts analysis and synthesis of scientific and practical literature in the field of customer-based brand equity and empirical research of three stages: field analysis, expert interviews and customer survey. 33 dimensions of customer-based brand equity for online grocery stores grouped in 8 dimension clusters were generated from the field analysis and expert interviews. Generated dimensions were provided for the evaluation during the customer survey. Empirical research proved 31 valid dimensions of customer-based brand equity for online grocery stores evaluated as very relevant, relevant and of average relevance. Main drivers of customer-based brand equity for online grocery stores that proved to be very relevant are: saving time, good price, fresh products, quality of service, and reputation of retail chain behind.
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Roskosa, Antra, and Yulia Stukalina. "Exploring Brand Equity-Related Factors in Higher Education." In 15th International Scientific Conference "Rural Environment. Education. Personality. (REEP)". Latvia University of Life Sciences and Technologies. Faculty of Engineering. Institute of Education and Home Economics, 2022. http://dx.doi.org/10.22616/reep.2022.15.003.
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Due to deepened marketing orientation of modern universities the role of branding in the field is constantly growing. In the higher education settings, developing a consistent, attractive and meaningful brand is crucial for maintaining a competitive advantage in the international marketplace in the agenda of commoditization of educational services. Brand equity in higher education –as brand value determined by students’ experiences and perceptions –is related to the university’s superiority in quality and reliability (i.e. first-class academic reputation). The aim of the paper was to assess different brand equity-related factors within the Customer-Based Brand Equity (CBBE) model as perceived by students. The research methods included analysis of theoretical sources and research papers, aswell as a survey administered at Riga Technical University and Transport and Telecommunication Institute (University of Applied Sciences).A questionnaire based on the multi-dimensional Customer-Based Brand Equity model was developed. Structural equation modelling was used for performing confirmatory factor analysis of relationships between different brand equity-related factors. The results of the study indicate that the Performance factor has the highest loading for students, being of primary importance for the development of brand equity by creating positive brand associations and increasing the perceived value. The results of the research would contribute to better understanding of brand equity in higher education settings, which is important for improving the competitive position of a university brand.
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Grantham Lough, Katie. "Detailed Risk Analysis for Failure Prevention in Conceptual Design: RED (Risk in Early Design) Based Probabilistic Risk Assessments." In ASME 2007 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2007. http://dx.doi.org/10.1115/detc2007-35386.
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Avoiding product recalls and failures is a must for companies to remain successful in the consumer product industry. Large numbers of failed products result in significant profit losses do to repair or replacement costs as well as untraceable costs of reputation damage among customer bases. Probabilistic risk assessment (PRA) is key to preventing product failures. When risks are adequately identified and assessed the potential product failures can be mitigated and save lives as well as company profit. Risk mitigation is more effective the earlier it can be applied in the design process; therefore, the identification and assessment of risk through PRA techniques is most beneficial to the company when employed early in the design process. This paper presents new techniques for performing four common PRAs, preliminary hazards analysis (PHA), failure mode and effect analysis (FMEA), fault tree analysis (FTA), and event tree analysis (ETA), during the conceptual phase of design, when products have yet to assume a physical form. The backbone for the application of these PRA techniques during the conceptual design phase is the Risk in Early Design (RED) Method. RED generates a listing of potential product risk based on historical failure occurrences. These risks are categorized by function, which enables this preliminary risk assessment to be performed during conceptual design. A risk analysis is performed for a bicycle that demonstrates the powerful failure prevention ability of RED and PRA during conceptual product design with a Consumer Product Safety Commission recall.
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Roskosa, Antra, and Yulia Stukalina. "Exploring Brand Personality in Higher Education." In 14th International Scientific Conference "Rural Environment. Education. Personality. (REEP)". Latvia University of Life Sciences and Technologies. Faculty of Engineering. Institute of Education and Home Economics, 2021. http://dx.doi.org/10.22616/reep.2021.14.019.
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The increasing role of branding in the higher education sector is closely associated with the enhanced marketing orientation of a modern university. This, in turn, is determined by intensified competition between higher education institutions for students, staff, sponsors and research funding. A strong university’s brand related to excellent academic reputation can become a means for gaining competitive advantage in the global education marketplace. Brand is regarded as a complex concept comprising different constituents, brand image being an essential branding facet. Brand image is linked to customers’ perceptions of a brand that are echoed by a set of brand associations – usage situations, product attributes and brand personality. The aim of the paper is to explore brand personality in higher education based on the data collected in two tertiary education institutions – RTU (Riga Technical University) and TSI (Transport and Telecommunication Institute). The study makes use of the conceptual customer-based brand equity model (CBBE) created by K.L. Keller, which assumes that brand equity is closely related to strong positive and exclusive brand associations that can be expressed as brand benefits, attitudes and attributes, brand personality attributes being an essential aspect of brand equity. For exploring brand personality, the paper also applies the brand personality framework, including brand personality dimensions and associated attributes, developed by J.L. Aaker. The paper reports the results of a survey used to collect information about RTU and TSI students’ perceptions of different brand personality attributes. The results of the empirical study demonstrate that every university is recommended to be tolerant, open-minded and respected. The base of it lies on the same ground – the respect towards the personality. Moreover, every university is also recommended to become a “modern brand”, innovation, creativity and thinking “out of the box” being essential characteristics of the brand. The results of the study would contribute to overall understanding of brand personality in higher education, and how it may influence preference for a brand in educational settings.
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Sinitskaya, Ekaterina, Kelley J. Gomez, Qifang Bao, Maria C. Yang, and Erin F. MacDonald. "Examining the Influence of Solar Panel Installers on Design Innovation and Market Penetration." In ASME 2017 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2017. http://dx.doi.org/10.1115/detc2017-68338.
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This work uses an agent-based model to examine how installers of photovoltaic (PV) panels influence panel design and the success of residential solar energy. It provides a novel approach to modelling intermediary stakeholder influence on product design, focusing installer decisions instead of the typical solar stakeholder foci of the final customer (homeowners) and the designer/manufacturer. Installers restrict homeowner choice to a subset of all panel options available, and, consequentially, determine medium-term market dynamics in terms of quantity and design specifications of panel installations. This model investigates installer profit-maximization strategies of exploring new panel designs offered by manufacturers vs. exploiting market-tested technology. Manufacturer design decisions and homeowner purchase decisions are modeled. Realistic details provided from installer and homeowner interviews are included. For example, installers must estimate panel reliability instead of trusting manufacturer statistics, and homeowners make purchase decisions based in part on installer reputation. We find that installers pursue new and more-efficient panels over sticking-with market-tested technology under a variety of panel-reliability scenarios and two different state scenarios (California and Massachusetts). Results indicate that it does not matter if installers are predisposed to an exploration or exploitation strategy — both types choose to explore new panels with higher efficiency.
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Jelinkova, Martina, Hana Lostakova, and Eva Pakostova. "TOOLS FOR CREATING POSITIVE REPUTATION WITH CUSTOMERS FOR CHEMICAL INDUSTRIAL ENTERPRISES." In Business and Management 2018. VGTU Technika, 2018. http://dx.doi.org/10.3846/bm.2018.47.
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The scientific literature claims that a positive reputation is based on the effective management of all elements of the so-called corporate identity, i.e. corporate philosophy, culture, design, product and communication. The aim of our qualitative research in three large chemical industrial enterprises in the Czech Republic was to identify which specific tools within their corporate identity the enterprises use and consider to be most effective for the creation of their positive reputation with customers. The result is a comprehensive overview of the tools for creating a positive reputation with customers, especially for large industrial enterprises, not only in the Czech Republic.