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Journal ArticleDOI

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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Citations
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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.

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

Journal ArticleDOI
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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Book
01 Jan 1984
TL;DR: In this article, the authors outline the scope and the content of marketing and explore the nature of the marketing of services as distinct from marketing of products and provide a background for other contributions in this collection dealing with a variety of marketing of financial services examples and situations.
Abstract: The objectives of this paper are firstly to outline the scope and the content of marketing, and secondly to explore the nature of the marketing of services as distinct from the marketing of products. In fulfilling both these objectives the paper provides a background for other contributions in this collection dealing with a variety of marketing of financial services examples and situations.

656 citations

Book
08 Nov 2002
TL;DR: In this paper, the authors present a new approach to managing reputation, one that relies on surveying customers and employees on their view of the corporate character and in harmonizing the values of both.
Abstract: This unique book written by four world leaders in reputation research, presents the latest cutting-edge thinking on organizational improvement. It covers media management, crisis management, the use of logos and other aspects of corporate identity, and argues the case for reputation management as a way of overseeing long-term organizational strategy. It presents a new approach to managing reputation, one that relies on surveying customers and employees on their view of the corporate character and in harmonizing the values of both. This approach has been trialled in a number of organizations and here the authors demonstrate how improving reputation, merely by learning more about what a company is already doing, is worth some five per cent sales growth. The book is a vital, up to date resource for specialists in corporate communication, public relations, marketing, HRM, and business strategy as well as for all senior management. Highly illustrated with over eighty diagrams and tables, it includes up to the minute illustrative case studies and interviews with leading authorities in the field.

522 citations

Journal ArticleDOI
TL;DR: In this paper, the authors build propositions of price's role vis-a-vis customer value, satisfaction, and behavioral intentions and then test these propositions using empirical data from the banking industry in the United States and New Zealand.
Abstract: Compared to the emphasis that service quality research has received in service marketing, much less work has been done on the role of price perceptions and their effect on customer retention. This article seeks to fill this gap in the literature. The authors build propositions of price’s role vis-a-vis customer value, satisfaction, and behavioral intentions and then test these propositions using empirical data from the banking industry in the United States and New Zealand. Their findings indicate that (a) price perceptions have a stronger influence on customer value perceptions than quality, and (b) price perceptions, when measured on a comparative basis, have a significant direct effect on customer satisfaction and behavioral intentions— over and above their mediated effect through the construct of customer value. These results indicate that price perceptions significantly affect customer retention and suggest that managers may benefit from actively managing consumers’ price perceptions, in addition to c...

515 citations


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

  • ...On the other hand, Varki & Colgate (2001) examined the relation of price perception on customer satisfaction and found price perception on comparative basis, have strong, significant impact on customer satisfaction and behavioral intention....

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Journal ArticleDOI
TL;DR: In this article, the antecedents of future customer loyalty in the commercial airline industry were investigated by applying structural models under four prototypical past loyalty conditions, based on behavioural and situational descriptors and labelled in analogy to Day's compositional approach.
Abstract: Relationship marketing requires a thorough understanding of the long‐run perspective of the supplier‐customer interaction. The concept of customer loyalty can be applied to emphasize the behavioural and attitudinal aspects of this interaction. This study investigates the antecedents of future customer loyalty in the commercial airline industry by applying structural models under four prototypical past loyalty conditions. These conditions are based on behavioural and situational descriptors and labelled in analogy to Day’s compositional approach. It is shown that the superiority of relative attitudes claimed by Dick and Basu cannot be confirmed. Corporate image of the service provider is, along with service quality and customer satisfaction, a powerful and illustrative component for explaining future customer loyalty. When comparing the a priori defined conditions (low, latent, spurious, and true loyalty) it turns out that the structural evaluative differences can be partially interpreted by the phenomena which are described as affective and calculative commitment in the literature. However, it is claimed to consider situational factors such as the character of the buying and decision‐making process in much more detail.

510 citations


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

  • ...(Anderson, Fornell, & Lehmann, 1994; Eggertt & Ulga, 2002; Lam, Shankar, Erramilli, & Murthy, 2004; Patterson & Spreng, 1997; Zins, 2001)....

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  • ...Empirical research that links the effect of corporate reputation to loyalty includes studies by (Anderson, et al., 1994; Cretu & Brodie, 2007; Raj, 1985; Roberts & Dowling, 2002; Ryan, et al., 1999; Zins, 2001)....

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Journal ArticleDOI
TL;DR: In this article, the authors examined issues related to service quality and customer loyalty in the commercial airline industry and found that current levels of perceived service quality are below potential and that customer loyalty to airlines is low.
Abstract: The study examines issues related to service quality and customer loyalty in the commercial airline industry. The results of an empirical study, using data collected on two air carriers, indicate that current levels of perceived service quality are below potential and that customer loyalty to airlines is low. A significant relationship was found to exist between service quality (carrier image) and retained preference, a measure of customer loyalty.

509 citations