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| Author: | Walsh, G. (et al.) |
| Title: | Examining the antecedents and consequences of corporate reputation: a customer perspective |
| Journal: | British Journal of Management
2009 : JUN, VOL. 20:2, p. 187-203 |
| Index terms: | consumer behaviour consumer satisfaction customers trust attitudes corporate image reputation energy companies Germany |
| Language: | eng |
| Abstract: | This study explores the antecedents and customer-related consequences of corporate reputation (henceforth as: c-rptn.) for one important stakeholder group, customers, and within a special service sector with product and corporate associations being synonymous. The concept of c-rptn. is linked to related concepts. Using structural equation modelling on customer survey data sample (n=511) of a German energy supply company, the impact of customer satisfaction and trust on c-rptn. are examined. It is also explored how customer loyalty and word of mouth behaviour are affected by c-rptn. |
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