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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to explore the dilemmas that challenge reputation management in the context of higher education (HE). Design/methodology/approach -The paper introduces one Finnish multidisciplinary master's degree programme as a case in point. The empirical data comprises a student survey and semi-structured interviews with internal and external stakeholders whose work relates to the master's degree programme in question. Findings -The findings identify different types of dilemmas arising from collaboration between stakeholders of HE. Practical implications -The paper demonstrates how the dilemma-reconciliation method can be used to enhance reputation management in HE. Originality/value -The novelty of the paper is in applying dilemma theory (Hampden-Turner and Trompenaars, 2000) in parallel with reputation theories. Dilemma theory attributes reputation risks to conflicting aims.

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Purpose -The purpose of this article is to study the construct of reputation in retail services, its dimensions and attributes from the store management perspective. Design/methodology/approach -The article adapts the conceptual model developed by Vidaver-Cohen who suggests that reputation predictors are formed by eight quality dimensions. In the first stage of the study 18 interviews were carried out. In the second stage a survey containing 170 statements was conducted. Findings -The main contribution lies on the identification of the context specific attributes of the quality dimensions of reputation and their content in retailing.Research limitations/implications -The study focuses on identifying reputation dimensions and their attributes and contents in the retail context. The empirical data were gathered from stores located in shopping centres. Practical implications -The study suggests that reputation management in the service sector might be easier if managers were better able to recognise the industry-related quality dimensions of reputation. In addition, stores should be more prepared for unforeseen, even disastrous events and publicity that may ruin their reputation in one way or another. Originality/value -Numerous researchers have recognised the critical role of reputation in marketing, but as yet empirical reputation studies are scarce, at least in retailing services.