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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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Journal ArticleDOI
TL;DR: In this paper, the mediating effect of organizational reputation on service recommendation and customer loyalty was investigated and four models were developed that were variations of the American Customer Satisfaction Model (ACSM), which were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents.
Abstract: Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty.Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents.Findings – It was found that customer satisfaction enhances reputation in the service environment. It was also discovered that reputation partially mediates the relationship between satisfaction and loyalty, and that reputation partially mediates the relationship between satisfaction and recommendation.Research limitations/implications – More research needs to be undertaken to explore the role of reputation within the ACSM. It is necessary to conduct research employing experimental design with longitudinal data captured from across industries using robust measur...

345 citations


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

  • ...(Anderson & Sullivan, 1993; Bontis & Booker, 2007)....

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  • ...Bontis & Booker (2007) believed that the link between satisfaction and reputation gain less attention in compare to the link between loyalty and reputation....

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Journal ArticleDOI
TL;DR: In this paper, a study was conducted in the context of automobile purchases in major German car dealerships and the authors aimed to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments.
Abstract: Purpose – This paper aims to link conceptually the concepts of price fairness and customer satisfaction and empirically demonstrate the influence of perceived price fairness on satisfaction judgments. Further, it seeks to examine specific factors that influence fairness perceptions including price perception and consumer vulnerability.Design/methodology/approach – The study is conducted in the context of automobile purchases in major German car dealerships. Based on a theoretical conceptualization of the constructs and an empirical pretest, 246 car buyers were surveyed and their fairness perceptions and satisfaction judgments with the car buying process measured.Findings – The research shows that price perceptions directly influence satisfaction judgments as well as indirectly through perceptions of price fairness. Results also indicated that consumers' vulnerability, which is induced by a perceived demand‐supply relationship and the urgency of need from the consumers' side, had a negative effect on perce...

323 citations

Journal ArticleDOI
TL;DR: In this paper, the authors examined how customers' loyalty is influenced by their relationship with the firm at two distinct levels: the specific relationship customers have with their salesperson; and the overall relationship customers had with the company.
Abstract: Examines how customers’ loyalty is influenced by their relationship with the firm at two distinct levels: the specific relationship customers have with their salesperson; and the overall relationship customers have with the firm. The findings highlight the importance of strong customer‐salesperson relationships in the development of customers’ overall evaluations of the supplier firm. Furthermore, both types of relationship were found to impact positively on the probability of customers exhibiting behavioral loyalty.

320 citations


"Importance of the Corporate Reputat..." refers background 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)....

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  • ...Foster & Cadogan (2000) stated “buyers are not necessarily committed to establishing long- term relationships with their suppliers; rather, it is suppliers themselves who are proactive in the development of marketing relationships since they see a resulting economic benefit as a direct result of…...

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  • ...…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)....

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Posted Content
TL;DR: In this paper, the authors examine the extent to which marketing researchers might leverage that which is known about interpersonal relationships to understand the structure and characteristics of commercial dyads, and find strong support of a relationship paradigm in considering marketing phenomena in the context of relational dyads.
Abstract: Marketers have conceptualized relationships in many commercial settings, whether business marketing (i.e., business-to-business), services marketing (i.e., service provider-to-client), or consumer marketing (i.e., business-to-consumer). In this paper, we examine the extent to which marketing researchers might leverage that which is known about interpersonal relationships to understand the structure and characteristics of commercial dyads. We find strong support of a relationship paradigm in considering marketing phenomena in the context of commercial dyads, but different 'levels' of relational dyads are characterized by different relational dimensions.

293 citations

Journal ArticleDOI
TL;DR: In this article, the authors show that for an experience good without firm traceability, individual firms have the incentive to choose quality levels that are sub-optimal for the group.
Abstract: Firms who sell regional or specialty products often share a collective reputation based on aggregate quality. Collective reputation can be approached as a dynamic common property resource problem. We show that for an experience good without firm traceability, individual firms have the incentive to choose quality levels that are sub-optimal for the group. These results support minimum quality standards. Trigger strategies are analyzed as an alternative solution to this problem. Finally, the implications of these results are discussed as they relate to the case study of Washington apples. Specialty, regional, authentic, and local food products have become a more important part of consumer purchases in recent years. Firms have responded by marketing food products that come from specific geographic areas. This trend in consumers’ preferences has led the European Union to introduce protected designations of origin labels and protected geographical identification labels, which provide protection of food names on a geographical or traditional basis, ranging from Parmesan cheese to such lesser-known items such as Galician veal. In the United States, there are popular state products that carry labels, such as Washington apples, Idaho potatoes,

254 citations