Examining the antecedents and consequences of corporate reputation: A customer perspective

Research output: Contribution to journalArticlepeer-review

  • Authors:
  • Gianfranco Walsh
  • Vincent Wayne Mitchell
  • Paul R. Jackson
  • Sharon E. Beatty

Abstract

This paper extends previous work to examine the antecedents and customer-related consequences of corporate reputation for one important stakeholder group, customers, and within a special service sector where product and corporate associations are synonymous. We begin by linking the concept of corporate reputation to related concepts. Then, using structural equation modelling on customer survey data (n=511), we examine the impact of customer satisfaction and trust on corporate reputation, as well as how corporate reputation affects customer loyalty and word of mouth behaviour. The management implications of these results are discussed. © 2008 British Academy of Management.

Bibliographical metadata

Original languageEnglish
Pages (from-to)187-203
Number of pages16
JournalBritish Journal of Management
Volume20
Issue number2
DOIs
Publication statusPublished - Jun 2009