How corporate reputation, quality, and value influence online loyalty

Caruana, Albert; Ewing, Michael Thomas

doi:10.1016/j.jbusres.2009.04.030

Cited by 240 publications

(182 citation statements)

References 55 publications

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“…in a multi-industry study, involving retail customers, provide evidence of significant impact of corporate reputation on customer loyalty. These findings have been also supported by some other empirical results from the context of traditional and online services (Nguyen & Leblanc, 2001;Caruana & Ewing, 2010;Ko et al, 2013). On the basis of aforementioned findings the following hypothesis is proposed: H1: Retailer reputation positively affects customer loyalty.…”

Section: Corporate Reputation and Customer Loyaltysupporting

confidence: 74%

“…Studying the impact of corporate reputation on employees' awareness of their contribution to firm's reputation Helm (2011) emphasized the impact of product and service quality on reputation perceptions. Some recent findings from the context of e-retailing also suggest significance of service quality as a predictor of corporate reputation (Caruana & Ewing, 2010;Park et al, 2012). Despite scant empirical support of the antecedent role of service quality to corporate reputation in the context of traditional retailing, the existence of positive association between these constructs is expected.…”

Section: Retail Service Qualitymentioning

confidence: 99%

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Antecedents and outcomes of retailer reputation: Evidence from an emerging economy

Rajić¹,

Nikolić²,

Milošević³

2017

Industrija

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Section: Corporate Reputation and Customer Loyaltysupporting

confidence: 74%

Section: Retail Service Qualitymentioning

confidence: 99%

Antecedents and outcomes of retailer reputation: Evidence from an emerging economy

Rajić¹,

Nikolić²,

Milošević³

2017

Industrija

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“…As such, it diff ers from objective quality, which involves an objective aspect or feature of a thing or event when considering services (Rowley, 1998). An important development in contemporary marketing is the shift in focus from product towards services dominant logic (Caruana & Ewing, 2011;Vargo & Lusch, 2008). Companies worldwide and those CEE countries increasingly see themselves as service providers, where the tangible elements of the product are an integral part of the service delivered and, therefore, an important aspect of perceived service quality.…”

Section: Antecedents Of Perceived Valuementioning

confidence: 99%

“…This trend is refl ected in the vast number of marketing research projects focused on services (Carrillat, Jaramillo & Mulki, 2007). Nowadays, companies increasingly see themselves as service providers where the tangible product is an integral part of the service (Caruana & Ewing, 2011). According to a vast majority of authors (e.g.…”

Section: Introductionmentioning

confidence: 99%

“…The intensifi cation of competition from foreign retail banks has somehow forced domestic retail banks in emerging economies to pay closer attention to delivering value to the customer and value related satisfac-tion and loyalty; these are among the key success factors for many fi rms that are considered an important source of competitive advantage (Wang, 2010). Customer loyalty, as one of the most important determinants of business success, has recently received increasing scholarly attention, especially in researching drivers that infl uence loyalty, directly and indirectly (Caruana & Ewing, 2011). Finally, some authors claim that perceived value with its antecedents and consequences plays an important role in the industries with a high degree of client involvement such as retail banking (Angur et al, 1999), and that perceived service value is of focal importance in delivering superior business performance.…”

Section: Introductionmentioning

confidence: 99%

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The Importance of Perceived Service Value in Retail Banking Services

Korda

Dlačić

Milfelner

2016

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Purpose -In many industries, perceived service value is found to be a signifi cant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry.Design/Methodology/Approach -For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confi rmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with fi ve refl ective constructs was evaluated to test direct and indirect relationships among constructs.Findings and implications -Results confi rm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services.Limitations -Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the fi ndings beyond the immediate population observed should be made with caution. SažetakSvrha -U različitim granama djelatnosti percipirana vrijednost usluga istaknuta je kao značajan medijator između percipirane kvalitete usluga te zadovoljstva i odanosti korisnika. Stoga je svrha ovoga rada na primjeru usluga u bankarskome sektoru testirati konceptualni model percipirane vrijednosti usluga i njegovih utjecajnih faktora, kao što su percipirana cijena i percipirana kvaliteta usluga, te posljedica, zadovoljstvo i odanost korisnika.Metodološki pristup -Za potrebe empirijskog istraži-vanja razvijen je mjerni instrument te testirana njegova valjanost i pouzdanost. Korišteni mjerni instrument provjeren je kroz eksplorativnu faktorsku analizu, konfi rmatornu faktorsku analizu te strukturalno modeliranje. Strukt uralni model s pet refl ektivnih konstrukata analiziran je kako bi se testirale direktne i indirektne veze među konstruktima.Rezultati i implikacije -Rezultati potvrđuju medijacijsku ulogu percipirane vrijednosti u odnosu percipirane cijene i percipirane kvalitete te zadovoljstva i odanosti korisnika kod usluga u bankarskome sektoru.Ograničenja -Kako su rezultati istraživanja direktno relevantni isključivo korisnicima bankarskih usluga i marketinškim menedžerima u bankama, treba se uzeti s oprezom generalizacija rezultata na druge usluge osim bankarskih.Aleksandra Pisnik, Jasmina Dlačić, Borut Milfelner 192 Vol. 28, No. 2, 2016, pp. 191-212 Originality -This paper extends existing knowledge with both direct and indirect eff ects among researched concepts, and shows the importance of perceived service value in achieving satisfi ed and loyal customers in retail banking services.Keywords -perceived service quality, perceived price, perceived value, customer satisfaction, customer loyalty, retail banking services Doprinos -Ovaj rad zasniva...

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Using reputation for corporate sustainability to tackle banks digitalization challenges

2020

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The new landscape in the financial sector, characterized by fierce competition and the entrance of new technological players, has forced banks to speed up their digital transformation. However, for banks, digitalization entails challenges that can hinder the potential benefits and compromise their survival. In this context, we argue that the reputation generated by corporate sustainability (RCS) may offset these digitalization drawbacks. In particular, we find that the combination of RCS and digitalization facilitates in transforming the organizational nature of banks by simultaneously narrowing their boundaries and expanding their scope. We empirically confirm our hypotheses by analyzing a panel of 110 multinational banks from developed countries.

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How corporate reputation, quality, and value influence online loyalty

Cited by 240 publications

References 55 publications

Antecedents and outcomes of retailer reputation: Evidence from an emerging economy

Antecedents and outcomes of retailer reputation: Evidence from an emerging economy

The Importance of Perceived Service Value in Retail Banking Services

Using reputation for corporate sustainability to tackle banks digitalization challenges

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