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Journal ArticleDOI

Importance of the Corporate Reputation in B2B Context in Iran: An Empirical Study

31 Oct 2011-International Journal of Marketing Studies-Vol. 3, Iss: 4, pp 146

AbstractCorporate reputation researches have largely focus on consumer market and attention has been given to the business market recently. The purpose of this paper is to develop an integrated model that indicates the influence of corporate reputation on customer loyalty in Business-to-Business (B2B) markets by implementing the model of Cretu and Brodie (2007) with additional concentration on personal relationship in B2B. To achieve this purpose, a structured questionnaire distributed among 80 executive managers who work in variety industries such as construction, mining and generator motor equipment in Iran. The results prove that corporate reputation has effect on loyalty but with less impact in compared to satisfaction; moreover the personal relation has no significant impact on loyalty.

Topics: Loyalty business model (65%), Loyalty (60%), Personal relationship (56%)

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Citations
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Dissertation
01 Jan 2017
Abstract: Mobile banking is the latest technology offered by service providers that allows customers to conduct banking transactions via mobile terminals. Mobile banking like other online transactions involve great uncertainty and risk, thus, customers need to build trust to alleviate perceived risk and facilitate their transactions. Owing to its significant role, trust has received considerable attention in information systems (IS) research, especially in the e-commerce context. However, little research has been done on the success of this technology, especially when investigating customer satisfaction. In this study, some modifications to the DeLone and McLean Model (2003) of IS Success are proposed whereby the model may be applicable to post adoption customer satisfaction. The target population is the users of mobile banking in Somaliland where mobile banking is at peak prevalence. Quantitative research method is deemed to be the suitable way of study. Partial Least Square (PLS) is the research instrument used to examine the role of trust in mediating the effects of independent variables on customer satisfaction. The findings suggest that quality factors and structural assurance have significant direct effect on both trust and customer satisfaction. Meanwhile, company reputation positively affects trust but not customer satisfaction. Trust is also shown to fully mediate the interrelationships of information quality, system quality and company reputation on customer satisfaction. Theoretical contributions of the findings are discussed and suggestions for future research are presented.

11 citations


Dissertation
01 May 2014
Abstract: Contrary to the conventional belief that organisational supplier choice decisions are predominantly objective, this research draws on the Stereotype Content Model to examine the moderating effects of corporate reputation on supplier decisions. In an international field study with buying centre members, the results demonstrate that various dimensions of reputation differentially moderate the effects of intentions-based purchasing criteria versus ability-based criteria on supplier selection and termination behaviour. Specifically, only in the absence of a strongly Agreeable or Competent reputation do intentions and warm abilities-based purchasing criteria respectively have a significant influence on selection and termination. Conversely, only in the presence of a strongly Ruthless reputation do cold abilities-based purchasing criteria exert a significant influence on supplier selection or termination. These findings have implications for the corporate reputation and industrial buying literatures, as well as managerial practice. Keywords: corporate reputation, moderation, supplier selection, termination

8 citations


Journal ArticleDOI
TL;DR: Consumer trust is expected to encourage customers to make repurchases in online stores in Indonesia, which implies for website designers to design an online store capable of increasing trust and strengthening the repurchase intention.
Abstract: The rapid growth of the internet users in Indonesia poses a challenge to marketers to explore and develop the potential for e-commerce. In this article, consumer trust is expected to encourage customers to make repurchases in online stores. This article aims to build a determinant model of repurchase intention at online stores in Indonesia. This article is based on a survey of Indonesian online store consumers. Respondents were asked to provide responses related to satisfaction, trust, website quality, and repurchase intention. There were 193 final respondents obtained from 300 distributed questionnaires. The model was tested using Structural Equation Modeling (SEM) with AMOS 18. The results revealed the role of the mediating variable of customer satisfaction on repurchase intention. The findings are expected to contribute ideas related to the formation of model reinforce the repurchase intention of online store customers. This implies for website designers to design an online store capable of increasing trust and strengthening the repurchase intention.

7 citations


Journal ArticleDOI
Abstract: Purpose- The purpose of this paper is to examine how effect of Organizational Reputation on E-loyalty with the Roles of E-trust and E-satisfaction. Design/methodology/approach- A quantitative approach was undertaken to analyze. The study used Structural Equation Modelling (SEM) operated by LISREL program to analyze the hypothesis. This paper tests the model by using data from 450 customers of Digikala firm in Iran. Findings- Results indicated that organizational reputation affects e-satisfaction significantly and the impact of organizational reputation on e-trust is significant in the selected population. Originality/value- This study emphasized on the impact of corporate reputation on increasing customer satisfaction, customer trust, and customer loyalty in the electronic commerce company. Hence, this paper investigates the interrelationships between reputation, trust, satisfaction, and loyalty as a unique context.

6 citations


Cites background from "Importance of the Corporate Reputat..."

  • ...…can define reputation as a functional phenomenon originating from the creation of a diversity of noteworthy properties that distinguishes companies, nurtures relationships, and makes businesses over time through the formal and informal lines of organisational relationships (Miremadi et al., 2011)....

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  • ...On the other hand, (helm, 2007) suggest that although many researchers had found the direct and significant relation between satisfaction and loyalty, satisfaction is not always the only and reliable antecedent of loyalty (Miremadi et al., 2011)....

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  • ...Also Loureiro and Kastenholz (2011), Miremadi et al. (2011), and Walsh et al. (2006) have confirmed significant impact of organizational reputation on customer satisfaction in their research too....

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Posted Content
Abstract: In the business-to-business sector, employees are playing a pivotal role in the success of corporate brands. Thus, measuring the internal brand equity in service industries can significantly highlight the potential role of the workforce in internal and external brand performance. To this end, 105 service firms were examined and empirical data was provided by a sample of 533 industrial workers and 208 managers, which was then analyzed. The main conclusions of this research lead us to confirm the positive relationship between determinants of internal brand equity and its influence on building strong internal and external brand equity. Conclusions are drawn for management practice and future research. Classification- JEL:

3 citations


References
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Journal ArticleDOI
TL;DR: The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or differentiation criteria.
Abstract: Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or...

7,727 citations


"Importance of the Corporate Reputat..." refers background or methods in this paper

  • ...It is highly investigated that the personal relationships between the customer and the salesperson will highly influence the firm-selling outcome on account of its impact on customer satisfaction and trust as well as repurchase intentions, willingness to recommend the provider to other potential customers (Foster and Cadogan, 2000; Tam and Wong, 2001; Johnson et al. 2003). On the other hand, Bov & Johnson (2000) and Caldow et al....

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  • ...This study assesses discriminate validity using the Fornell-Larcker criterion (Fornell & Larcker, 1981), which requires a latent variable to share more variance with its assigned indicators than with any other latent variable....

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Posted Content
TL;DR: An evaluation of double-blind reviewed journals through important academic publishing databases revealed that more than 30 academic articles in the domain of international marketing (in a broad sense) used PLS path modeling as means of statistical analysis.
Abstract: Purpose: This paper discusses partial least squares path modeling (PLS), a powerful structural equation modeling technique for research on international marketing. While a significant body of research provides guidance for the use of covariance-based structural equation modeling (CBSEM) in international marketing, there are no subject-specific guidelines for the use of PLS so far.Methodology/approach: A literature review of the use of PLS in international marketing reveals the increasing application of this methodology.Findings: This paper reveals the strengths and weaknesses of PLS in the context of research on international marketing, and provides guidance for multi-group analysis.Originality/value of paper: The paper assists researchers in making well-grounded decisions regarding the application of PLS in certain research situations and provides specific implications for an appropriate application of the methodology.

6,292 citations


Journal ArticleDOI
TL;DR: The current paper reviews four recent studies in the strategic management area which use PLS and notes that the technique has been applied inconsistently, and at times inappropriately, and suggests standards for evaluating future PLS applications.
Abstract: Advances in causal modeling techniques have made it possible for researchers to simultaneously examine theory and measures. However, researchers must use these new techniques appropriately. In addition to dealing with the methodological concerns associated with more traditional methods of analysis, researchers using causal modeling approaches must understand their underlying assumptions and limitations. Most researchers are well equipped with a basic understanding of LISREL-type models. In contrast, current familiarity with PLS in the strategic management area is low. The current paper reviews four recent studies in the strategic management area which use PLS. The review notes that the technique has been applied inconsistently, and at times inappropriately, and suggests standards for evaluating future PLS applications. Copyright © 1999 John Wiley & Sons, Ltd.

5,398 citations


"Importance of the Corporate Reputat..." refers background in this paper

  • ...Based on this criterion the square root of the variance extracted should be larger than the corresponding inter-construct correlations (Hulland, 1999)....

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Journal ArticleDOI
Abstract: Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Baro...

5,312 citations


"Importance of the Corporate Reputat..." refers background or methods in this paper

  • ...There are arguments that service quality is influenced by customer satisfaction (Bitner &Hubbert, 1994) or customer satisfaction is effected by self-evaluation of the customer on quality or service (Anderson & Sullivan, 1993; Cretu & Brodie, 2007; Fornell, 1992; Tse & Wilton, 1988)....

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  • ...Convergent validity is obtained by average variance extracted (AVE) that is suggested, at least, higher than .5 (Fornell, 1992)....

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  • ...Customer satisfaction items are drawn from American Customer Satisfaction (ACSI) model (Fornell, Johnson, Anderson, Cha, & Bryant, 1996). Customer loyalty manifests itself through two main items based on lam et al., (2004). Finally, Due to the lack of literature on personal relationship this construct is operational zed by one item, which evaluates this construct in general....

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Journal ArticleDOI
Abstract: Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link betwe...

5,237 citations


"Importance of the Corporate Reputat..." refers background in this paper

  • ...Andreassen & Lindestad (1998) believed that corporate image as a part of corporate reputation can lead to customer loyalty, moreover, Anderson et al., (1994); Ryan, Rayner, & Morrison (1999) found that reputation is the strong factor that has significant impact on loyalty. Ostrowski, O’Brien, & Gordon (1993) argued “The consumer may consider a bad experience as an exception to his whole impression of the service provider”....

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  • ...Andreassen & Lindestad (1998) believed that corporate image as a part of corporate reputation can lead to customer loyalty, moreover, Anderson et al., (1994); Ryan, Rayner, & Morrison (1999) found that reputation is the strong factor that has significant impact on loyalty....

    [...]