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Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective

Walsh, G., Mitchell, V-W., Jackson, P. R. and Beatty, S. E. (2009). Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective. British Journal of Management, 20(2), pp. 187-203. doi: 10.1111/j.1467-8551.2007.00557.x

Abstract

This paper extends previous work to examine the antecedents and customer-related consequences of corporate reputation for one important stakeholder group, customers, and within a special service sector where product and corporate associations are synonymous. We begin by linking the concept of corporate reputation to related concepts. Then, using structural equation modelling on customer survey data (n=511), we examine the impact of customer satisfaction and trust on corporate reputation, as well as how corporate reputation affects customer loyalty and word of mouth behaviour. The management implications of these results are discussed.

Publication Type: Article
Additional Information: This is the peer reviewed version of the following article: Walsh, G., Mitchell, V.-W., Jackson, P. R. and Beatty, S. E. (2009), Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective. British Journal of Management, 20: 187–203., which has been published in final form at http://dx.doi.org/10.1111/j.1467-8551.2007.00557.x. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.
Publisher Keywords: consumers, survey, AMOS, Germany, trust, word of mouth
Subjects: H Social Sciences > HD Industries. Land use. Labor
Departments: Cass Business School > Management
URI: http://openaccess.city.ac.uk/id/eprint/13660
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