Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective |
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| Authors: | Gianfranco Walsh§ Vincent-Wayne Mitchell Paul R Jackson† Sharon E Beatty‡ |
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| Institution: | Institute for Management, University of Koblenz-Landau, Universitätsstrasse 1, 56070 Koblenz, Germany,;CASS Business School, 106 Bunhill Row, London EC1Y 8TZ, UK,;Manchester Business School, University of Manchester, Manchester M15 6PB, UK, and;Culverhouse College of Commerce and Business Administration, University of Alabama, PO Box 870225, Tuscaloosa, AL 35487-0225, USA |
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| Abstract: | This paper extends previous work to examine the antecedents and customer-related consequences of corporate reputation for one important stakeholder group, customers, and within a special service sector where product and corporate associations are synonymous. We begin by linking the concept of corporate reputation to related concepts. Then, using structural equation modelling on customer survey data (n=511), we examine the impact of customer satisfaction and trust on corporate reputation, as well as how corporate reputation affects customer loyalty and word of mouth behaviour. The management implications of these results are discussed. |
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