Importance of the Corporate Reputation in B2B Context in Iran: An Empirical Study
TL;DR: In this article, the authors developed 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.
Abstract: Corporate 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.
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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.
17 citations
Dissertation•
01 Jan 2017
TL;DR: In this paper, some modifications to the DeLone and McLean Model (2003) of information systems are proposed whereby the model may be applicable to post adoption customer satisfaction, especially in the e-commerce context.
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
TL;DR: In this paper, the authors examined the effect of organizational reputation on e-loyalty with the roles of E-trust and E-satisfaction. But they did not investigate the relationship between reputation, trust, satisfaction, and loyalty.
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.
9 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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Dissertation•
01 May 2014
TL;DR: In this article, the Stereotype Content Model was used to examine the moderating effects of corporate reputation on supplier decisions and the results demonstrate that various dimensions of reputation differentially moderate the effects of intentions-based purchasing criteria versus ability-based criteria.
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
Posted Content•
TL;DR: In this paper, the internal brand equity in service industries is measured and empirical data was provided by a sample of 533 industrial workers and 208 managers, which was then analyzed. And 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.
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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TL;DR: In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.
Abstract: This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management implications for relational strategies and future research implications of the findings are discussed.
2,374 citations
TL;DR: In this paper, the authors integrate customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables.
Abstract: The importance of developing and maintaining enduring relationships with customers of service businesses is generally accepted in the marketing literature. A key challenge for researchers is to identify and understand how managerially controlled antecedent variables influence important relationship marketing outcomes (e.g., customer loyalty and word-of-mouth communication). Relational benefits, which have a focus on the benefits consumers receive apart from the core service, and relationship quality, which focuses on the overall nature of the relationship, represent two approaches to understanding customer loyalty and word of mouth. This article integrates these two concepts by positioning customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables. The results provide support for the model and indicate that the concepts ...
2,237 citations
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
Abstract: Although researchers and managers pay increasing attention to customer value, satisfaction, loyalty, and switching costs, not much is known about their interrelationships. Prior research has examined the relationships within subsets of these constructs, mainly in the business-to-consumer (B2C) environment. The authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting. On the basis of the cognition-affect-behavior model, the authors hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and that customer satisfaction and loyalty have significant reciprocal effects on each other. Furthermore, the potential interaction effect of satisfaction and switching costs, and the quadratic effect of satisfaction, on loyalty are explored. The authors test the hypotheses on data obtained from a courier service provider in a B2B context. The results support most of the hypotheses and, in particular, confirm the mediating role of customer satisfaction.
1,771 citations
TL;DR: In this paper, the authors examined the effects of customer satisfaction, affective commitment, and calculative commitment on retention of telecommunications services and further examined the potential for situational and reactional trigger conditions to moderate the satisfaction-retention relationship.
Abstract: In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction–retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction–retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.
1,562 citations
01 Jan 1981
1,467 citations
"Importance of the Corporate Reputat..." refers background in this paper
...It is stated that numerous researchers in marketing have recognized the critical roles of corporate image and corporate reputation in customer's buying behavior (Barich & Kotler, 1991; Zeithaml, 1981)....
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