Journal ArticleDOI
Do Customer Perceptions of Corporate Services Brand Ethicality Improve Brand Equity? Considering the Roles of Brand Heritage, Brand Image, and Recognition Benefits
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TLDR
In this paper, the authors empirically examined the effects of customer perceived ethicality of corporate brands that operate in the services sector, based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis.Abstract:
In order to be competitive in an era of ethical consumerism, brands are facing an ever-increasing pressure to integrate ethical values into their identities and to display their ethical commitment at a corporate level. Nevertheless, studies that relate business ethics to corporate brands are either theoretical or have predominantly been developed empirically in goods contexts. This is surprising, because corporate brands are more relevant in services settings, given the nature of services (i.e., intangible, heterogeneous, inseparable and perishable), and the fact that services settings comprise a greater number of customer–brand interactions and touch points than goods contexts. Accordingly, the purpose of this article is to empirically examine the effects of customer perceived ethicality of corporate brands that operate in the services sector. Based on data collected for eight service categories using a panel of 2179 customers, the hypothesized structural model is tested using path analysis. The generalizability theory is applied to test for measurement equivalence between these categories. The results of the hypothesized model show that, in addition to a direct impact, customer perceived ethicality has a positive and indirect impact on brand equity, through the mediators of recognition benefits and brand image. Moreover, brand heritage negatively influences the impact of customer perceived ethicality on brand image. The main implication is that managers need to be aware of the need to reinforce brand image and recognition benefits, as this can facilitate the translation of customer perceived ethicality into brand equity.read more
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TL;DR: In this paper, the authors investigated the effect of sensory brand experience on brand equity in the banking industry, through customer satisfaction and customer affective commitment, and examined whether employee empathy moderates the impacts of sensory-brand experience on customer satisfaction.
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Co-creation: A Key Link Between Corporate Social Responsibility, Customer Trust, and Customer Loyalty
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How does Breadth of External Stakeholder Co-creation Influence Innovation Performance?: Analyzing the Mediating Roles of Knowledge Sharing and Product Innovation
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Journal ArticleDOI
Does brand experience translate into brand commitment?: A mediated-moderation model of brand passion and perceived brand ethicality
TL;DR: In this article, a conceptual framework was tested using structural equation modeling with responses from 273 apparel shoppers collected by using a structured questionnaire, and they found evidence of mediating-moderation effect in which the moderating power of perceived brand ethicality is eliminated in the presence of full mediator, brand passion.
Journal ArticleDOI
Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study
TL;DR: In this article, the authors examined the role of customer perceptions of CSR in improving customer loyalty by exploring its direct and mediated effects through service quality, customer satisfaction, corporate image and corporate reputation in a cross-country setting.
References
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Affective organizational commitment and organizational citizenship behavior: examining the relationship through the lens of equity sensitivity
TL;DR: In this article, the relationship between affective organizational commitment (AOC), organizational citizenship behavior (OCB), and equity sensitivity has been examined, and it was shown that persons with an entitled orientation exhibited higher levels of OCB as their degree of AOC increased.
Journal ArticleDOI
Beyond disconfirmation: The role of generosity and surprise
TL;DR: In this paper, the authors explored the extent to which generosity, as instructed by culture, performs both a formative and a filtering role in the consumers' service experience, and further supported the existence of a relationship between culture and service quality evaluation.
Journal ArticleDOI
Trust as an instance of asymmetrical reciprocity: An ethics perspective on corporate brand management
TL;DR: Trust as an Instance of Asymmetrical Reciprocity: An Ethics Perspective on Corporate Brand Management as discussed by the authors, is an Ethics perspective on corporate brand management with respect to trust as an instance of asymmetric reciprocity.
Book ChapterDOI
Analyzing Factorial Data Using PLS: Application in an Online Complaining Context
TL;DR: In this paper, the authors apply Partials Least Squares (PLS) path analysis to a fixed-effects, between-subjects factorial design in an online complaint-handling context and find that satisfaction with online recovery is determined by the level of both procedural and distributive justice.
Posted Content
Trust as an Instance of Asymmetrical Reciprocity: An Ethics Perspective on Corporate Brand Management
TL;DR: Trust as an Instance of Asymmetrical Reciprocity: An Ethics Perspective on Corporate Brand Management as mentioned in this paper, is an Ethics perspective on corporate brand management with respect to trust as an instance of asymmetric reciprocity.
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