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Journal articles on the topic 'Customer Based Reputation'
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1
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.
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Lu, Ye, and Yubo Li. "Government Inspectors’ Penalties and Customer Loyalty of Investment: Empirical Research based on Data of Chinese Public Companies." European Scientific Journal, ESJ 14, no. 16 (June 30, 2018): 21. http://dx.doi.org/10.19044/esj.2018.v14n16p21.
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This paper uses data of Chinese public companies from 2004-2015 to test the relationship between government inspectors’ penalties and customer loyalty of investment bank. The test results show that penalties from government inspectors would damage the reputation of investment bank and, thus, result to a decline in its market competitiveness. If the investment bank gets penalties, IPO customers would probably change the underwriters if they want to do Seasoned Equity Offering (SEO). This, therefore, result to a decline in the customer loyalty of investment bank. This negative impact of penalties on customer loyalty is more significant to the investment bank that has high reputation.
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Suley, William, and He Yuanqiong. "The Impact of CSR Reputation and Customer Loyalty." International Journal of Research in Business and Social Science (2147-4478) 8, no. 4 (July 3, 2019): 185–98. http://dx.doi.org/10.20525/ijrbs.v8i4.302.
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Intense competition has in many markets decreased the prospects for differentiation in terms of technology and product/service quality. For this reason, CSR becomes an important attribute that can enhance a company's image. To win customers' loyalty in today's markets, companies have to focus on building and sustaining customer loyalty. Nowadays, organizations looking forward to achieving a sustainable competitive improvement based on focusing on a customer-oriented concept which will lead to customer satisfaction, trust and finally to customer loyalty. In this regard, CSR has become a valuable tool. This research, therefore, aims to investigate the direct effect of CSR on customer loyalty by observing the intervening influence of Perceived service quality and trust. In this research, it is proved CSR aspects namely business practice CSR which is related to primary stakeholders, such as customers and employees, and philanthropic CSR, which is related to secondary stakeholders, such as the community has a positive and significant effect on the customer loyalty. Moreover, perceived service quality and trust also serve as an intervener between CSR and Loyalty. Data collected from account holders of three main banks in Kenya. Structural equation modeling is examined by using PLS software. The findings of this study would help scholars in developing more CSR based loyalty models. These findings can also aid the service industry such as commercial banks in Kenya to better incorporate CSR initiatives in their strategic planning process
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Fauzi, Muchammad. "PENGARUH FAKTOR RASIONAL DAN EMOSIONAL TERHADAP KEPUASAN DAN LOYALITAS NASABAH BAITUL MAL WAT TAMWIL." Economica: Jurnal Ekonomi Islam 1, no. 1 (May 18, 2016): 55. http://dx.doi.org/10.21580/economica.2010.1.1.833.
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There are several factors that need to be concern to increase BMT’s (Baitul Mal Wat Tamwil) customer loyalty and satisfaction such emotional and rational factors. The emotional factors include the level of customer’s religious adherence and product’s attribute based on the Sharia principles. While the rational factors include performance’s quality as indicated by the services, products varieties and networks support and BMT reputation. The purpose of this study is to identify and find empirical evidence of the emotional factor variables which covers customers religious<br />devotion, Islamic attributes product, performance quality, reputation toward customers loyalty and satisfaction. It also to determine the effect of customers religious devotion, Islamic attribute products, performance quality, reputation on BMT’s customer loyalty and satisfaction in the district of Pemalang. Results showed that based on test of coefficient track, which is shown by calculated value conclude that from the 11 tracks in model, 3 of them were proven insignificant namely direct influence of compliance, performance and reputation on customer loyalty. Meanwhile, the influence of adherence, products, and reputation on complacency, and the influence of products and satisfaction to loyalty all have a probability of under 0,10, which means that all variables have an influence on the independent variables.
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Hu, Hsin-Hui Hu “Sunny”, Hung-Sheng “Herman” Lai, and Brian King. "Restaurant Employee Service Sabotage and Customer Deviant Behaviors: The Moderating Role of Corporate Reputation." Journal of Hospitality & Tourism Research 44, no. 7 (July 3, 2020): 1126–52. http://dx.doi.org/10.1177/1096348020936331.
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This article provides a timely exploration of the relationship between hospitality employee service sabotage and customer deviant behaviors in Taiwan. The authors also examine the mediating role of relational quality and the moderating role of corporate reputation. The proposed research framework was tested using data from 226 customers of casual dining restaurants who responded to a questionnaire-based survey that was administered in northern Taiwan. The results indicate that employee service sabotage is positively related to customer deviant behaviors and potentially increases the incidence of the latter. Moreover, the relationship between employee service sabotage and customer deviant behaviors is mediated by relational quality, including satisfaction and commitment. It was found that the relationship between employee service sabotage and customer deviant behaviors is negatively moderated by corporate reputation. Employee service sabotage has less effect on customer deviant behaviors when customers perceive corporate reputation more positively. The study contributes to knowledge by proposing an empirically developed and tested conceptual model that offers an enhanced understanding of the relationship between employee service sabotage and customer deviant behaviors.
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Lu, Hao-Te, and Yi-Chou Wang. "Does Customer-Based Reputation Lead Customers Not to Switch? Examining Moderating Influences in Hypermarkets." International Journal of Marketing Studies 11, no. 2 (May 23, 2019): 64. http://dx.doi.org/10.5539/ijms.v11n2p64.
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Accumulating evidence underscores the importance of business reputation. Therefore, understanding the impact of reputation on customers is important and requires additional research. In this article, we attempted to understand the impact of customer-based reputation (CBR) on customers’ repatronage intentions across three hypermarkets of different sizes. We used switching inducement as a moderating variable to examine whether the relationship between CBR and repatronage intentions was moderated by inducements to switch. Inperson questionnaires/surveys were administered to a convenience sample to collect data from three different hypermarkets. In total, 1,099 questionnaires were collected and sorted for analysis. The results indicated that CBR had a significant positive effect on repatronage intentions in all three hypermarkets. On the other hand, a moderating effect was significant for only the smaller hypermarket, whereas there was no significantly interaction when large, multinational branded hypermarkets were considered.
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Walsh, Gianfranco, Mario Schaarschmidt, and Stefan Ivens. "Assessing the effects of multichannel service provider corporate reputation on customer new product adoption and RFM value." Journal of Service Management 29, no. 4 (July 2, 2018): 680–702. http://dx.doi.org/10.1108/josm-08-2017-0211.
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Purpose Service providers leverage their corporate reputation management efforts to increase revenues by shaping customer attitudes and behaviours, yet the effects on customer innovation adoption and customer value remain unclear. In an extended conceptualisation of customer-based corporate reputation (CBR), the purpose of this paper is to propose that customer perceived risk, perceived value, and service separation are contingencies of the relationship between CBR and two key customer outcomes: customer new product adoption proneness (CPA) and recency-frequency-monetary (RFM) value. Design/methodology/approach Using a predictive survey approach, 1,001 service customers assess the online or offline operations of six multichannel retailers. The hypothesised model is tested using structural equation modelling and multigroup analysis. Findings The analysis reveals significant linkages of CBR with perceived risk and perceived value, as well as between perceived risk and perceived value and from perceived value to CPA and RFM value. These linkages vary in strength across unseparated (offline) and separated (online) services. Research limitations/implications This study uses cross-sectional data to contribute to literature that relates CBR to relevant customer outcomes by considering CPA and RFM value and investigating contingent factors. It provides conceptual and empirical evidence that price appropriateness represents a new CBR dimension. Practical implications The results reveal that CBR reduces customers’ perceived risk and positively affects their perceived value, which drives CPA and RFM value. Multichannel retailers can create rewarding customer relationships by building and nurturing good reputations. Originality/value This study is the first to link CBR with customer product adoption proneness and value, two important customer measures. It proposes and tests an extended conceptualisation of CBR.
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Chang, Kuo-Chien. "How travel agency reputation creates recommendation behavior." Industrial Management & Data Systems 115, no. 2 (March 9, 2015): 332–52. http://dx.doi.org/10.1108/imds-09-2014-0265.
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Purpose – The purpose of this study is to explore the effect of travel agency’s reputation on customer recommendation behavior by examining the mediating effects of customer-perceived functional and emotional value as well as the moderating effects of tour leader performance and customer flow experience in the travel agency sector. Design/methodology/approach – A statistical analysis of the collected questionnaires was computed based on the 463 usable responses from Taiwan tourists who joining the group package tours traveling to China. Structural equation modeling is the essential analysis methodology used to examine the hypothesized relationships among the variables. Findings – The analysis results confirm that reputation has positive effects on customers recommendation behaviors in which perceived functional and emotional value work as necessary mediating roles. Nevertheless, the effect of reputation through emotional value on customer recommendation behavior provides a much better explanation than through functional value in the model. In addition, regarding the variables of tour leader performance and customer flow experience in the model, only the tour leader performance is confirmed that moderates the relationships among reputation, perceived value, and customer recommendation behavior. According to the findings, managerial implications are discussed as well. Originality/value – This study develops a conceptual stimulus-organism-response (S-O-R) model that, reflecting the mediating role of perceived value and the moderating role of tour leader performance, indicates the effect of reputation on customer recommendation behavior.
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Guo, Yujuan, Di Fan, and Xiao Zhang. "Social media–based customer service and firm reputation." International Journal of Operations & Production Management 40, no. 5 (May 4, 2020): 575–601. http://dx.doi.org/10.1108/ijopm-04-2019-0315.
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PurposeThis study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation and periodic training for management and employees in the relationship between social media–based customer service and firm reputation.Design/methodology/approachThis study sampled 115 US-listed firms and collected secondary data from five databases as follows: Factiva, Fortune's World's Most Admired Companies (WMAC), Standard & Poor's COMPUSTAT, American Customer Satisfaction Index (ACSI) and Thomson Reuters’ Environmental, Social and Governance (ESG). This study developed a panel dataset of these 115 firms from 2007 to 2016 and conducted dynamic panel data analyses to examine the hypotheses.FindingsThis study finds that a higher number of social media channels used for customer service is associated with a higher reputation score for a firm. In addition, the positive relationship is reinforced when a firm has a high absorptive capacity level, an ISO 9000 quality management system and offers periodic training for management and employees.Originality/valueTo the best of our knowledge, this is the first study to investigate the relationship between social media–based customer service and firm reputation. This study also explores the boundary factors in terms of firm absorptive capacity, ISO 9000 quality management systems and training for management and employees.
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Nae, Nicolae, Simona Cătălina Ștefan, and Cătălina Florentina Albu. "CORPORATE SOCIAL RESPONSIBILITY'S PATHWAYS TOWARDS CUSTOMER LOYALTY IN ROMANIAN RETAIL: A PLS-SEM MEDIATION ANALYSIS." Business Excellence and Management 10, no. 3 (September 15, 2020): 99–118. http://dx.doi.org/10.24818/beman/2020.10.3-07.
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For the time being, many companies around the world attach great importance to corporate social responsibility (CSR) practices and policies. This trend that manifests itself worldwide, is also characteristic for Romania, many companies being regularly active in the CSR field. The motivation of these companies to get involved in social or ecological activities is not only related to the moral or ethical side of business, but also to many benefits that CSR can generate, such as improving the company's image or customer loyalty. The purpose of this paper is to analyze the relationship between CSR and customer loyalty in the Romanian retail sector. Moreover, the effect that CSR has on corporate reputation and the mediating role of reputation on the relationship between CSR and customer loyalty has been studied. In this regard, a questionnaire-based survey was conducted to measure the level of social responsibility and corporate reputation perceived by customers of retail stores in Romania, but also their loyalty to a particular store. The obtained results confirm the existence of a positive relationship between CSR and customer loyalty, but also the partial mediation that the corporate reputation exerts on this relationship.
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Walsh, Gianfranco, Alexander Deseniss, Stefan Ivens, and Mario Schaarschmidt. "Buffering the service failure-induced effect of anger on revenge." Kybernetes 49, no. 7 (May 22, 2019): 1899–913. http://dx.doi.org/10.1108/k-01-2019-0071.
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Purpose This paper aims to increase understanding of how the strength of the relationship between service failure-induced customer anger and revenge intentions might be influenced by attitudinal moderators that are both within and outside the realm of the service firm’s control. Drawing on past research, the authors hypothesize that customers’ perceptions of the corporate reputation and silent endurance constitute boundary conditions of the relationship between service failure-related customer anger and revenge intentions. Design/methodology/approach In line with past service failure research, the authors test the hypotheses using a scenario-based online experiment with 243 participants. Findings This research reaffirms the positive relationship between anger and revenge intentions and finds support for the hypothesized boundary conditions; customers with better corporate reputation perceptions and higher levels of silent endurance express weaker revenge intentions than those with poor corporate reputation perceptions and lower levels of silent endurance. Originality/value This research offers unique insights into how service organizations can buffer the detrimental effects of service failure-induced customer anger.
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Aggarwal, Nidhi. "Investigating Moderating Role of Customer Participation in Customer-based Corporate Reputation and Customer Citizenship Behavior." FIIB Business Review 3, no. 3 (July 2014): 64–75. http://dx.doi.org/10.1177/2455265820140310.
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Abdur Rehman, Mohsin, Sadaf Khan, Ismah Osman, Khurram Aziz, and Ghazal Shams. "Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers." Journal of Islamic Accounting and Business Research 12, no. 6 (August 3, 2021): 849–71. http://dx.doi.org/10.1108/jiabr-05-2020-0140.
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Purpose This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the relationship marketing from the Malaysian and Saudi Arabian customers’ viewpoint. Design/methodology/approach A survey-based study was conducted through a questionnaire, and the data was collected from Takaful customers (362 Saudi Arabian and 350 Malaysian customers) through an online survey. Structural equation modelling is used to test the proposed model. Besides, the perception of Takaful customers between Saudi Arabia and Malaysia is compared through a multi-group analysis. Findings The results from the Malaysian context reveal that positive perceptions of service quality PAKSERV dimensions (personalization, reliability and tangibility) and positive perceptions of relationship marketing dimensions (Islamic ethical behaviour and structural bonds) have a significant influence on the corporate image. Alternatively, in the Saudi Arabian context, results have shown that the positive perceptions of service quality PAKSERV dimensions (assurance and reliability) of service quality and the positive perceptions of the relationship marketing dimensions (Islamic ethical behaviour, structural bonds and financial bonds) have a significant influence on the corporate image. The differences in both countries’ results can also enhance the corporate image on corporate reputation, merely in Malaysia. By contrast, corporate reputation is deemed a significant predictor of customer loyalty, represented as valid for both contexts. Research limitations/implications The proposed research model tested in Takaful Malaysian and Saudi Arabian can be replicated in other contexts – in terms of country and industry. Moreover, the current study reveals the crucial role of corporate image in forming corporate reputation. Future research could be focussed on the importance of other emotional or affective variables that may be involved in determining corporate reputation. Finally, future studies can be carried with another cultural perspective to have more diversified socio-economic implications. Practical implications It is suggested that Takaful operators from both Malaysia and Saudi Arabia need to put maximum effort towards customer loyalty by bringing both the dimensions of service quality and the relationship marketing in compliance with the principles of Islamic business transaction. The findings of the specific dimensions of service quality and relationship marketing will contribute to customers’ perceptions of corporate image and reputation in the Takaful industry. Originality/value The present study tested a blended facet of customer’s overall experience through service quality (PAKSERV) and customer service provider connectivity (relationship marketing) to predict the corporate image of the highly growing financial marketplace (Takaful). Contextually, this study contributes to delineating the factors (corporate reputation) affecting customer loyalty rather than a customer satisfaction tradition. Significantly, Saudi Arabia and Malaysia were chosen for this study, as they are currently the two fast-growing markets for Islamic financial services, especially with regards to the Takaful products and offerings.
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Szwajca, Danuta. "Corporate reputation and customer loyalty as the measures of competitive enterprise position – empirical analyses on the example of Polish banking sector." Oeconomia Copernicana 7, no. 1 (March 31, 2016): 91. http://dx.doi.org/10.12775/oec.2016.007.
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In order to determine the competitive position of a company not only the traditional measures of market position (market share) and financial position (financial ratios) are used, but also the qualitative measures concerning intangible resources. Customer satisfaction and customer loyalty are the two most commonly applied qualitative measures. Due to the growing importance of intangible resources, and of reputation in particular, the need arises to use the reputation indicator as a measure of competitive position in achieving a long-term competitive advantage and building the enterprise value. The purpose of this article is to identify the competitive position indicated by the level of corporate reputation in comparison with the customer loyalty indicator and the most popular traditional measures based on the example of banking sector. For calculation of qualitative measures the method of survey was used, conducted among the retail banking customers. The study showed a weak relationship between reputation and loyalty: the banks that received the highest ratings of reputation, obtained the poorest results in terms of loyalty. Due to the limited subjective and methodological scope of research, the results cannot constitute a sufficient basis to prove this thesis, however, they may constitute a good starting point for conducting broader research in this area.
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Nguyen, Bang, Kirk Chang, and Lyndon Simkin. "Customer engagement planning emerging from the “individualist-collectivist”-framework." Marketing Intelligence & Planning 32, no. 1 (January 28, 2014): 41–65. http://dx.doi.org/10.1108/mip-11-2012-0130.
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Purpose – Today marketers operate in globalised markets, planning new ways to engage with domestic and foreign customers alike. While there is a greater need to understand these two customer groups, few studies examine the impact of customer engagement tactics on the two customer groups, focusing on their perceptual differences. Even less attention is given to customer engagement tactics in a cross-cultural framework. In this research, the authors investigate customers in China and UK, aiming to compare their perceptual differences on the impact of multiple customer engagement tactics. Design/methodology/approach – Using a quantitative approach with 286 usable responses from China and the UK obtained through a combination of person-administered survey and computer-based survey screening process, the authors test a series of hypotheses to distinguish across-cultural differences. Findings – Findings show that the collectivists (Chinese customers) perceive customer engagement tactics differently than the individualists (UK customers). The Chinese customers are more sensitive to price and reputation, whereas the UK customers respond more strongly to service, communication and customisation. Chinese customers’ concerns with extensive price and reputation comparisons may be explained by their awareness towards face (status), increased self-expression and equality. Practical implications – The findings challenge the conventional practice of using similar customer engagement tactics for a specific market place with little concern for multiple cultural backgrounds. The paper proposes strategies for marketers facing challenges in this globalised context. Originality/value – Several contributions have been made to the literatures. First, the study showed the effects of culture on the customers’ perceptual differences. Second, the study provided more information to clarify customers’ different reactions towards customer engagement tactics, highlighted by concerns towards face and status. Third, the study provided empirical evidence to support the use of multiple customer engagement tactics to the across cultural studies.
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Eliyin, Eliyin, Rayuwati Rayuwati, Muhamad Yustisar, and Husna Gemasih. "Company Reputation, Product Quality and Price Affect Customer Loyalty One-Door Refrigerator Products in Takengon City." International Journal of Science, Technology & Management 3, no. 4 (July 18, 2022): 929–44. http://dx.doi.org/10.46729/ijstm.v3i4.581.
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This study analyzes the Company's Reputation, Product Quality and Price on Customer Loyalty of one-door refrigerators product in Takengon City. The research uses a quantitative research approach with associative methods. The population in the study amounted to 251 customers of the Sinar Matahari store in Takengon City, with a total sample of 68 respondents. The sampling technique used was non-probability sampling, with the accidental sampling method. The data analysis technique used multiple linear regression analysis. The research data is sourced from primary data and the data collection process uses interviews, questionnaires and observations. Based on the results of multiple linear regression analysis, it is known that the results of the t test for the Company's Reputation variable are 1.222 and significant 0.226 > 0.05, which means that the Company's Reputation partially has no positive and significant effect on Customer Loyalty, Product Quality variable is -0.642 and significant 0.000 > 0 0.05, which means that the location partially has no positive and significant effect on customer loyalty and the price variable is 4.137 and significant 0.000 <0.05, which means that the price partially has a positive and significant effect on customer loyalty. The results of the F test are 20.860 and a significant 0.000 <0.05, which means that the company's reputation, product quality and price simultaneously have a positive and significant effect on customer loyalty. The results of the R2 test show that the Adjusted R Square value of 0.471 means that 47.1% of consumer satisfaction can be obtained and is explained by the variables of Company Reputation, Product Quality and Price.
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Shahsavari, Azam, and Mohammad Faryabi. "The Effect of Customer-Based Corporate Reputation on Customers' Citizenship Behaviors in Banking Industry." Research Journal of Applied Sciences, Engineering and Technology 6, no. 20 (November 10, 2013): 3746–55. http://dx.doi.org/10.19026/rjaset.6.3586.
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Sudarti, Ken, and Salim Bakhrul Ulum. "PERAN SIKAP KONSUMEN DALAM MEMEDIASI PENGARUH RELIGIUSITAS DAN REPUTASI MEREK TERHADAP MINAT BELI ULANG." Jurnal Ekonomi dan Bisnis 20, no. 2 (July 10, 2019): 48. http://dx.doi.org/10.30659/ekobis.20.2.48-61.
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This research is brainstormed by the franchise business which develops rapidly. There are somany franchise trade marks which are developed in Indonesia especially in Semarang suchas Kentucky Fried Chicken (KFC). McDonald, Pizza Hut, Hoka-Hoka Bento, etc. As a fast foodrestaurant, KFC has so many competitors which always compete to satisfy the costumers. Inorder to attract the customers, KFC has to improve the quality of taste, services and productinnovations. It is done in order to keep the reputations of its trade mark and improve therepurchase intention. Based on the phenomenon above, the research focuses to analyze howto improve the repurchase intention of KFC product in Semarang based on religiosity, reputationof trade mark and the customers attitude. The object of the research are the customers of KFCin Semarang city which involves 100 responders. The sampling technique used in this researchis purposive sampling. It is a sampling technique based on current criteria. The data collectinguses questioners which opened questions and closed questions. The data analysis uses doubleregresi linier and sobel test with SPSS. The result of the analysis shows that the religiosity andreputation of trade mark has a positive and significant impact on repurchase intention.Keywords : Religiosity, Reputation Of Trade Mark, Customer Attitude and Repurchase Intention
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Yeh, Chun Wu, Chih Chiang Fang, and Tean Quay Lee. "An Empirical Study of Perceptual Factors Underlying Customer Reactions for New Product Positioning in Notebook Industry." Applied Mechanics and Materials 548-549 (April 2014): 1971–80. http://dx.doi.org/10.4028/www.scientific.net/amm.548-549.1971.
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Customer reactions to products are an important way to explore trends in new product development. The reputation of a brand represents the perceived corporate image that is held by its ultimate customers. Complaints from the ultimate customers to brands are messages that can be used to obtain their true demands with regard to products. Therefore, this research depicts the mental simulation of customer cognition for brands and creates a product positioning model based on cognitive psychology and the theory of reflexivity. The perceptual factors as a pioneering examination used to analyze customer complaints, include appearance, function, and cosmetic elements, are used for the measurement of the trend of future product positioning.
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Sarfraz, Muddassar, Muhammad Ibrahim Abdullah, Samina Arif, Jasim Tariq, and Ilknur Ozturk. "How Corporate Social Responsibility Enhance Banking Sector Customer Loyalty in Digital Environment? An Empirical Study." ETIKONOMI 21, no. 2 (June 24, 2022): 335–54. http://dx.doi.org/10.15408/etk.v21i2.24548.
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This study examines the relationship between corporate social responsibility (CSR) perceptions and customer loyalty in the banking sector while considering the mediating effects of customer satisfaction, corporate image, corporate reputation, service quality between CSR activities and customer loyalty. A self-administered survey was conducted on the banking customers in Pakistan. Based on 221 customers' data, the analysis was performed using the structural equation modeling (SEM) approach. The study results show that CSR positively influences customer loyalty in the banking sector, customer satisfaction, corporate image, and service quality affect the customer-business relationship. Notably, a new finding from the study highlights the importance of the mediating role of corporate image and service quality in enhancing the effect of CSR on customer satisfaction. The research findings provide valuable insights to banks in developing counties on developing a CSR strategy to strengthen customer loyalty.JEL Classification: M19, L21, M10, D22
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Masri, Ni Wayan, Jun-Jer You, Athapol Ruangkanjanases, and Shih-Chih Chen. "The Effects of Customer Learning and Shopping Value on Intention Purchase and Reuse in a Digital Market: The Institutional Trust–Commitment Perspective." Sustainability 13, no. 8 (April 13, 2021): 4318. http://dx.doi.org/10.3390/su13084318.
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The successes of the digital market depend on customers’ intentions to purchase and reuse products or services. Previous studies have extensively discussed customer shopping value and customer learning, but most studies have analyzed the influencing factor as a single entity and seldom investigated the combination of two factors based on the institutional trust–commitment mechanism. We based this study on the e-commerce institutional trust–commitment mechanism (customers’ trust and commitment calculation) to investigate the influence of customer learning (product and website knowledge) and customer shopping value (monetary value, product evaluation cost, and customer reputation) on customers’ intentions to purchase and reuse products. The data sample included 279 respondents with experience of electronic shopping in Taiwan. The results show that customer learning and customer shopping value positively and significantly influence customers’ trust and customers’ calculation commitment and indirectly influence customers’ intention to purchase and reuse. However, dimensions of customer learning, such as website knowledge, do not affect customers’ trust and commitment but have a partially an indirect relationship with customers’ trust via the influence of product knowledge. In addition, product knowledge has a partially indirect effect on customers’ intention to reuse products or services through the influence of product knowledge and customers’ trust in online vendors in the digital market environment. The findings presented here have important theoretical and practical implications for scholars and digital market providers.
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Ali, Raza, Zhongqi Jin, Kailin Wu, and T. C. Melewar. "How Does Reputation Win Trust? A Customer-Based Mediation Analysis." International Studies of Management & Organization 47, no. 3 (June 9, 2017): 220–39. http://dx.doi.org/10.1080/00208825.2017.1318017.
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Walsh, Gianfranco, Sharon E. Beatty, and Edward M. K. Shiu. "The customer-based corporate reputation scale: Replication and short form." Journal of Business Research 62, no. 10 (October 2009): 924–30. http://dx.doi.org/10.1016/j.jbusres.2007.11.018.
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Tangmanee, Chatpong, and Chayanin Rawsena. "Direct and Indirect Effects of Perceived Risk and Website Reputation on Purchase Intention." International Journal of Research in Business and Social Science (2147-4478) 5, no. 6 (October 20, 2016): 1–11. http://dx.doi.org/10.20525/ijrbs.v5i6.539.
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Success in electronic commerce relies greatly on customer trust. While other studies have examined various factors affecting online customer trust, few have investigated the joint effects of perceived risk and website reputation on purchase intention using online trust as a mediator. The current study attempts to fill this gap. 300 online shoppers participated via web-based questionnaires using a quota sampling technique. Based on confirmatory factor analysis (CFA), our measurements were found to be valid and reliable. Using structural equation modeling (SEM), we confirmed significant direct effects of perceived risk and website reputation on customer purchase intentions. Furthermore, both factors had significant indirect effects on purchase intention through online trust. In addition to extending theoretical insight into online trust as a mediator for the effects of perceived risk and website reputation on purchase intention, web-based vendors may adopt the findings to adjust their online stores to raise customer trust and ultimately increase the possibility of online purchases.
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Dewata, Elang Rimba, Farida Hariyati, and Shahrina Md Nordin. "Study of Pertashop & BBM Satu Harga in Parigi Baru Village on Pertamina’s Reputation Measured by Customer-Based Brand Equity." Jurnal Riset Komunikasi 5, no. 1 (February 12, 2022): 32–50. http://dx.doi.org/10.38194/jurkom.v5i1.463.
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Reputation is not only about corporate management, product, and their value. But it also includes the process of how to get a good reputation from the stakeholder perception. One of the ways is through Corporate Social Responsibility (CSR) Programs. This research objective tries to find and explain the significant effect of the public’s perception about CSR programs by Pertamina on corporate reputation measured by Customer-Based Brand Equity (CBBE). This research uses a quantitative approach with survey methods. The theory that underlies this research is stakeholder theory with the concept of Customer-Based brand equity. The result of this research shows the significant effect of local communities’ perception about corporate image and CSR programs is very high (99,40%) on local communities CBBE as the measurement of corporate reputation. These results indicate that the CSR program plays a vital role in determining the company's reputation in the local community's perception. Improving the CSR programs, CSR personnel, CSR executives are very affecting the corporate image and building a better CBBE and corporate reputation.
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Wepener, Marietjie, and Christo Boshoff. "An instrument to measure the customer-based corporate reputation of large service organizations." Journal of Services Marketing 29, no. 3 (May 11, 2015): 163–72. http://dx.doi.org/10.1108/jsm-01-2014-0026.
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Purpose – The purpose of this study is to develop a valid and reliable instrument to measure the corporate reputation of large service organizations. The validity of a discipline’s constructs is a prerequisite for effective theory development and testing. Construct validity thus lies at the very heart of both decision-making and scientific progress in marketing. The use of marketing instruments that do not demonstrate sufficient evidence of construct validity can lead to invalid results, erroneous conclusions and poor decision-making. Despite several attempts to develop an instrument to measure the corporate reputation of service organizations effectively, lingering doubts remain about the construct validity of several published instruments. Design/methodology/approach – Empirical data were collected from the clients of service organization using an online survey during three waves of data collection and scale purification. Invariance testing in two different service industries confirmed that the final instrument is completely invariant, suggesting that the measurement parameters of the measurement model are the same in both samples. Findings – Rigorous scale development led to the development of a 19-item instrument that effectively measures a large service organization’s corporate reputation along five dimensions, namely, emotional appeal, corporate performance, social engagement, good employer and service points. Research limitations/implications – The study was limited to the measurement of the corporate reputation of large service organizations. Practical implications – Given the fact that corporate reputation has been described as “the ultimate determinant of competitiveness” by some executives, the outcome of this study is a proposal that large service organizations measure this intangible asset along five dimensions, namely, emotional appeal, corporate performance, social engagement, good employer and service points. Originality/value – Despite several attempts to do so, a valid and reliable instrument to effectively measure the corporate reputation of service firms (particularly large ones) has remained elusive. After more than two decades after the first attempts at measurement, there are many who now call for improved methodologies and more valid instruments to measure corporate reputation, based on more rigorous theoretical and conceptual development. This study addresses a matter of concern for many managers and academics.
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DRUGA, Razvan-Ionut. "THE IMPACT OF THE CUSTOMER-BASED CORPORATE REPUTATION SCALE ON THE BEHAVIOURAL INTENTIONS." Revista Economica 73, no. 3 (October 3, 2021): 97–109. http://dx.doi.org/10.56043/reveco-2021-0025.
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This paper intends to be a brief and comprehensive presentation about the mode in which the reputation of an economic institution may influence the behavioural intentions of consumers. Thus being a qualitative indicator, based upon the perceptions of the interested parties, reputation may act upon the behavioural intentions in manifold modes. The literature review and the case study had at their core the usage of the dimensions of the customer-based corporate reputation scale (CBR scale). A questionnaire was used for the case study, with applicability in the Romanian banking sector. The conclusions of this research show the fact that each dimension acts in a different mode upon the behavioural intentions of the consumers.
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Kattel, Manisha, and Ajay Kumar Shah. "Bank Attribute Factors in Determining Customers’ Choice of Commercial Banks." Journal of Business and Social Sciences Research 5, no. 1 (July 21, 2020): 51–62. http://dx.doi.org/10.3126/jbssr.v5i1.30199.
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The paper aims to identify the factors influencing customers the choice of commercial banks in Nepal. Banks mainly earn from customer deposits, so they influence customers to open bank accounts by providing different services. The study seeks to analyse the impact of different variables (reputation, service quality, financial gain, convenience, group influence, information availability, and physical facilities) on the customers’ choice of the bank. Based on descriptive and inferential research designs, the study made use of primary data collected through a structured questionnaire surveyed successfully on 150 customers having accounts in different commercial banks. Descriptive analysis shows the highest mean score in convenience, it urges banks to focus on providing easy access to their services. By using correlation and regression, the study discovered that reputation, service quality and financial gain have influenced customers to choose banks. Among the three variables measured, reputation made the strongest influence on customers' choice of the bank, whereas group influence and information availability had no impact.
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Benlahbib, Abdessamad, and El Habib Nfaoui. "MTVRep: A movie and TV show reputation system based on fine-grained sentiment and semantic analysis." International Journal of Electrical and Computer Engineering (IJECE) 11, no. 2 (April 1, 2021): 1613. http://dx.doi.org/10.11591/ijece.v11i2.pp1613-1626.
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Customer reviews are a valuable source of information from which we can extract very useful data about different online shopping experiences. For trendy items (products, movies, TV shows, hotels, services . . . ), the number of available users and customers’ opinions could easily surpass thousands. Therefore, online reputation systems could aid potential customers in making the right decision (buying, renting, booking . . . ) by automatically mining textual reviews and their ratings. This paper presents MTVRep, a movie and TV show reputation system that incorporates fine-grained opinion mining and semantic analysis to generate and visualize reputation toward movies and TV shows. Differently from previous studies on reputation generation that treat the task of sentiment analysis as a binary classification problem (positive, negative), the proposed system identifies the sentiment strength during the phase of sentiment classification by using fine-grained sentiment analysis to separate movie and TV show reviews into five discrete classes: strongly negative, weakly negative, neutral, weakly positive and strongly positive. Besides, it employs embeddings from language models (ELMo) representations to extract semantic relations between reviews. The contribution of this paper is threefold. First, movie and TV show reviews are separated into five groups based on their sentiment orientation. Second, a custom score is computed for each opinion group. Finally, a numerical reputation value is produced toward the target movie or TV show. The efficacy of the proposed system is illustrated by conducting several experiments on a real-world movie and TV show dataset.
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Khajeh Nobar, Hossein Bodaghi, and Reza Rostamzadeh. "THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY ON BRAND POWER: EMPIRICAL EVIDENCE FROM HOTEL INDUSTRY." Journal of Business Economics and Management 19, no. 2 (October 10, 2018): 417–30. http://dx.doi.org/10.3846/jbem.2018.5678.
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This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels’ customers. Sample size was 384, based on Krejcie and Morgan’s sampling table. The structural equation modeling was used to evaluate the causal simulation and to examine the reliability and validity of the measuring model. The research results showed that customer expectation has the most impact on customer satisfaction with path coefficient of 0.74. On the other hand, customer loyalty, with path coefficient of 0.65, is known as an influential factor. This study helps to understand that customer satisfaction and customer expectations are positive drivers of customer loyalty. Customer loyalty also is a strong predictor of brand power in hoteling and tourism industry. By strengthening that part, which you have better resources, you can have a better supply and thus, there would be more opportunities in establishing reputation and increasing visibility.
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Zhang, Ju-Xiang. "Research on Impact of Economy Hotel Service Quality on Customer Satisfaction and Customer Loyalty." International Journal of Business Studies and Innovation 2, no. 1 (March 30, 2022): 31–38. http://dx.doi.org/10.35745/ijbsi2022v02.01.0003.
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With the development of tourism, the competition between hotels is becoming fierce. For economy hotels, they need to improve service quality to form a recognizable social reputation for long-term development. Thus, we establish a model to evaluate the impact of economy hotel service quality on customer satisfaction and customer loyalty. The research result shows that the tangibility, reliability, responsiveness, assurance, empathy, and compensation of service quality have a significant positive impact on customer satisfaction and customer loyalty. Reliability has the greatest impact on customer satisfaction and assurance has the greatest impact on customer loyalty. Customer satisfaction has a significant positive impact on customer loyalty. Based on the research results, a series of suggestions are proposed to improve the service of economy hotels, including the innovative design of guest rooms, strengthening employees’ service awareness, and the hotel service recovery to continuously attract customers.
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Casimiro Almeida, Maria Graça, and Arnaldo Coelho. "A causal relationship model linking corporate reputation and customer-based brand equity." Academia Revista Latinoamericana de Administración 30, no. 2 (June 5, 2017): 249–68. http://dx.doi.org/10.1108/arla-09-2015-0253.
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PurposeThe purpose of this paper is to understand the precursors of corporate reputation (CR) and their impacts on brand equity (BE), and to analyse the moderating role of corporate social responsibility (CSR) perceptions.Design/methodology/approachThis study proposes a theoretical model which is tested using structural equation modelling. In total, 464 valid questionnaires were collected from a sample of customers of the biggest union of dairy cooperatives of the Iberian Peninsula.FindingsResults show that the better the reputation, the higher the BE; however, these findings are more robust among customers with higher perceptions of CSR.Research limitations/implicationsThis study is based on cross-sectional data from a single company.Practical implicationsThe results may help managers build a better reputation and therefore increase their BE. CSR practices are essential to reinforcing this relationship.Social implicationsThis paper contributes to the competitiveness of a type of organisation which is closely associated to the social structure of the rural population.Originality/valueThe results may help cooperatives’ managers to increase CR and BE. The emphasis is on the need to adopt CSR practices.
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Siddique, Umar, Muhammad Imran, and Sajid Rahman Khattak. "Examining Empirical Relationship among Service Quality, Reputation and Brand Loyalty: Important Role of Satisfaction." Global Economics Review VI, no. I (March 30, 2021): 126–37. http://dx.doi.org/10.31703/ger.2021(vi-i).10.
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The study in hand attempts to investigate the intervening role of satisfaction on service quality and reputation relationship with brand loyalty in the hotel industry of Pakistan. The sample of the current research was customers of the hotels operated in Khyber-Pakhtunkhwa. Based on convenience sampling, a total of 400 respondents were selected. A total of 356 questionnaires were received back, from which 345 were usable. Data were collected from the targeting customers through a structured questionnaire. The instrument validity and reliability were checked. The study found that reputation and service quality are significantly related to brand loyalty. The relationship between service quality and brand loyalty is did not mediated by satisfaction. Based on these results, the study recommended that the hotel industry give due importance to service quality, including physical environment, location, and staff behaviour, and reputation, to gain customer loyalty. In the end, we also recommend future directions to explore the phenomena further.
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Kong, Hyo-Soon, and Eun-Jee Song. "A Study on Hotel Customer Reputation Analysis based on Big Data." Journal of Digital Contents Society 15, no. 2 (April 30, 2014): 219–25. http://dx.doi.org/10.9728/dcs.2014.15.2.219.
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Mejía-Trejo, Juan, and Oscar Alejandro Espinoza-Mercado. "The Online Customer Decision-Making Styles as Marketing Innovation Strategies for the New Normal." Scientia et Praxis 1, no. 02 (2021): 1–25. http://dx.doi.org/10.55965/setp.1.02.a1.
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Purpose.This research contributed to the customer decision-making style (CDMS) theory in the online framework (eCDMS) to unravel new orientations and segmentation to generate marketing innovation strategies for the new normal firms.Methodology. It is based on a literature review designing a model and questionnaire applied to 400 Mexican online customers (May-Aug, 2021). The dataset is analyzed under Covariance-Based Structural Equation Modelling (CB-SEM), Cluster Analysis, and one-way-ANOVA multivariate methods. Findings and Originality.The obtention of an empirical model with 9 factors,24 indicators as new online customer decision-making styles orientations (eCDMS orientation), being quality, brand, and customer experience the most relevant. Besides, we obtained four new online customer groups (eCDMS Segmentation) that we called: marketing followers, price searchers, convenience shoppers, ethics& reputation keepers.The originality is based on a framework proposal about the discussion of new online consumers after the COVID-19 pandemic as the first insights to conform to an online customer decision-making style (eCDMS) theory.
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Maria Correia Loureiro, Sandra, Hans Rüdiger Kaufmann, and Samuel Rabino. "Intentions to use and recommend to others." Online Information Review 38, no. 2 (February 25, 2014): 186–208. http://dx.doi.org/10.1108/oir-01-2012-0100.
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Purpose – In an online banking context this study seeks to explore the relation between the relationship marketing factors of customer intentions to continue to use services and to recommend these services to others, and the technology acceptance factors of self-control, usefulness, customer value, technology-based service encounter satisfaction and reputation. Innovatively this study also compares the proposed model in two countries, Portugal and Austria. Design/methodology/approach – Derived from a review of previous literature, a survey was developed and data were collected using the online survey service of universities in two countries, Portugal and Austria. The partial least squares approach was employed to test the hypotheses. Findings – The findings showed that self-control and usefulness are important antecedents of customer value delivery. Furthermore perceptions of online bank reputation were enhanced by the satisfaction derived from positive customer encounters with online banking services. Unlike the Portuguese, Austrians' perceptions of bank reputation did not significantly influence their intention to continue to use or their propensity to recommend online banking to others. Originality/value – Based on literature which suggests that constructs such as customer value, trust, satisfaction and reputation are inter-related to the technology acceptance model, this paper extends earlier theoretical frameworks and is the first study to incorporate relationship marketing constructs into a model examining intention to use, and recommending online banking services. The study also differentiates the model in two countries that represent different business and cultural settings: Portugal and Austria.
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Aarikka-Stenroos, Leena, and Hannu Sakari Makkonen. "Industrial buyers' use of references, word-of-mouth and reputation in complex buying situation." Journal of Business & Industrial Marketing 29, no. 4 (April 1, 2014): 344–52. http://dx.doi.org/10.1108/jbim-08-2013-0164.
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Purpose – The aim of this paper is to provide understanding on how the buyer can mobilize experience-based information scattered around the business network, by means of customer references, word-of-mouth and reputation, and how this facilitates the buying process. Design/methodology/approach – The qualitative study scrutinizes eight cases comprising buyers of knowledge intensive services and technology innovations. The paper draws on the literature on buying and purchasing, customer references, word-of-mouth and reputational information. Findings – The findings identify the different roles of references, word-of-mouth, collegial advice networks, and reputation, and suggest that experience-based information provides information on offerings, suppliers and the problem solving situation in complex buying per se. Research limitations/implications – The article's contribution is to provide a framework depicting the employment of experience-based information in complex buying, which ensues through focal and continuous buying processes. Insights from this research are broadly applicable to the contexts of knowledge intensive, innovation and solutions business. Further qualitative research should aim to form constructs and define their interrelations to be tested in subsequent quantitative research. Originality/value – This study generates new understanding on how buyers gather and use experience-based information to solve complex problems in buying. It contributes by merging references, word-of-mouth, collegial social networks, and reputation as sources of experience-based information, identifying information embedded in those means, and exploring how the information and means are used throughout the complex buying situation.
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Taherdangkoo, Mohammad, Beikpour Mona, and Kamran Ghasemi. "The role of industries’ environmental reputation and competitive intensity on sustainability marketing strategy." Spanish Journal of Marketing - ESIC 23, no. 1 (May 7, 2019): 3–24. http://dx.doi.org/10.1108/sjme-02-2018-0005.
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Purpose This paper aims to highlight a model of industry drivers (industries’ environmental reputation and competitive intensity) that affect the sustainability marketing strategy segmentation, targeting and positioning based on customers’ environmental concern and explore the circumstances under which such a strategy affects performance. Design/methodology/approach The authors examined 64 Iranian export companies, which adopted sustainability marketing strategies across seven different industries. Achieved data are analyzed using a structural equation model methodology. Findings The results indicate that industries’ environmental reputation is positively related to the sustainability marketing strategies based on customers’ environmental concern and leads to superior financial and market performance. They also posit that competitive intensity has no significant effect on sustainability marketing strategies. Research limitations/implications This study specifically examines the impact of industry drivers on sustainability marketing strategy and performance. Logically, there might be other factors affecting the sustainability or other value dimensions that are not addressed in this study. Practical implications This paper provides some understanding of how organizations strength their sustainability marketing strategy, and they have to consider what factors to adopt such strategy. This paper also facilitates a better understanding of the customers’ needs and concern as a factor influencing sustainability marketing strategy adoption and implementation. Identifying the customer segmentation and market targeting based on the industry’s environmental can lead to the business will normally tailor the marketing mix (4Ps) with the needs and expectations of the target in mind. Originality/value This paper strengthens the effect of environmental concern of customer to understand what influences the success of the sustainability marketing adoption and implementation by investigating the most influential factors such as industries’ environmental reputation and competitive intensity.
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Yu, Heeseung, and Eunkyoung Han. "Developing a Measure for Online Shopping Mall Reputation (OSMR)." Sustainability 13, no. 7 (March 30, 2021): 3818. http://dx.doi.org/10.3390/su13073818.
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This study was conducted with the purpose of developing and validating multidimensional reputation criteria for evaluating online shopping malls, which have been growing explosively since the start of the COVID-19 pandemic. A Delphi study was conducted with a group of 31 professionals, and the initial items for online shopping mall reputation were derived from that study. Those items were used to devise a questionnaire that was administered to 531 consumers. Exploratory and confirmatory factor analysis resulted in 17 items based on four factors: reliability, technical skills, customer service, and accessibility. Convergent and discriminant validity were verified between the factors. Finally, structural equation modeling was used to verify the nomological validity of the scale. This online shopping mall reputation scale is expected to provide a standard for companies to effectively manage the reputations of online shopping malls in the future and for consumers to choose online shopping malls they can trust.
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Methlie, Leif B., and Herbjørn Nysveen. "Loyalty of on-Line Bank Customers." Journal of Information Technology 14, no. 4 (December 1999): 375–86. http://dx.doi.org/10.1177/026839629901400406.
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Electronic commerce changes the relationships between sellers and buyers dramatically. The new properties of electronic markets offer customers added values. New customer value propositions have to be established in most markets and new marketing strategies must be formulated. One of the business sectors most heavily affected is banking. How can banks retain loyal customers when moving into electronic banking? Research in marketing has unveiled several determinants of customer loyalty. However, this knowledge is based on research on customers in traditional markets. In this paper we focus on customers’ loyalty in on-line banking. The findings indicate that determinants of loyalty in on-line banking environments are similar to those in the physical market-place. However, customer satisfaction is found to have the most significant impact, followed by brand reputation, while switching costs and search costs, although significant, have minor explanatory power. The implications of these findings on banks’ marketing strategies are discussed.
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Yudiana, Fetria Eka. "Exploration of Switching Behavior of Sharia Banking Customer in Indonesia with Satisfaction as an Intervening Variable." Annual International Conference on Islamic Economics and Business (AICIEB) 1 (December 7, 2021): 227–38. http://dx.doi.org/10.18326/aicieb.v1i0.18.
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The industrial revolution 4.0 will have a great impact on the level of competition in the banking industry including Islamic banking in Indonesia. The analysis of the switching behavior of sharia banking customers is very important to do because environmental change factors greatly affect customers’ behavior. This study aims to analyze the switching behavior of Islamic banking customers based on the push-pull mooring factor theory. This study is conducted on Islamic banking customers in Indonesia with the number of respondents of 100 people. This study uses a purposive sampling technique. The research instrument in the form of a questionnaire has been tested valid and reliable which is arranged based on strong indicators from the theoretical studies and previous research. Hypothesis test using path analysis proves that customers’ perception of the reward level on deposits/savings, the reputation of Islamic banks, service quality and satisfaction are the factors that influence the switching behavior of sharia banking customers. The results of this study show that customers’ perceptions of the reward level on deposits/savings and the reputation of Islamic banks are the factors that have a very positive effect on customer satisfaction of Islamic banks. Customers’ satisfaction with Islamic bank products and services can be an intervening variable to the Islamic banking customers switching behaviour.