The effects of information and company reputation on intentions to buy a business service

Yoon, Eunsang; Guffey, Hugh J.; Kijewski, Valerie

doi:10.1016/0148-2963(93)90027-m

Cited by 362 publications

(233 citation statements)

References 32 publications

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“…The firms could achieve favorable levels of corporate reputation through acting reliable, credible, trustworthy and responsible in the market in the eyes of their stakeholders. The role of corporate reputation in marketplace is similar to brand equity, particularly when the company's name is a part of brand identification (Yoon et al, 1993).…”

Section: Review Of Literaturementioning

confidence: 99%

The Effects of Corporate Reputation on the Competitiveness of Malaysian Telecommunication Service Providers

Awang¹,

Jusoff

2009

IJBM

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The competition for customers among telecommunication firms in Malaysia is fierce. The competition among them is not only limited to new customers but also to the respective customer base. In this fiercely competitive environment, existing customers are frequently exposed to offers and counter offers from the competing firms. At the same time various persuasive messages being made to encourage customers to switch their service provider. Perhaps the corporate reputation of a firm could provide certain competitive edge which could ensure the growth and survival of a firm into the future amid the highly competitive environment. This study attempts to assess the influence of corporate reputation of the firms on their competitive advantage in the market from the customers' perspective. The study sampled 600 individual customers who have been using the mobile service at a minimum of three years. The selected respondents have been experiencing the service provided by more than one telecommunication operators. The data were collected using self-administered questionnaires and analyzed using Structural Equation Modeling (SEM) in AMOS 6.0. The study found that the direct impact of firms' corporate reputation on their competitive advantage in the market is not significant at = 0.05. Instead, the corporate reputation has an indirect impact on competitive advantage through perceived value and perceived quality of the service. In other words, the firms should communicate their favorable corporate reputation effectively to the market so that the customers' perception level towards their products and service would arise. In other words, the firm's corporate reputation could only help the marketability of its products or services if it could trigger the positive perception of quality and value of products or services in the mind of their potential customers. The findings provide important implications to the telecommunication operators in their effort to increase their customer base and, more importantly, to ensure the interest the customers towards the firm is preserved!

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Section: Review Of Literaturementioning

confidence: 99%

The Effects of Corporate Reputation on the Competitiveness of Malaysian Telecommunication Service Providers

Awang¹,

Jusoff

2009

IJBM

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“…It is socially complex and intangible, highly specific to each organisation and part of a process of "social legitimization" of the organisation (Martin de Castro et al, 2006). There is also an historical aspect (Hall, 1992;Yoon et al, 1993). It is perceptual (Fombrun, 1996;Wartick, 2002), emotive (Groenland, 2002) and comprises affective and cognitive dimensions (Llewellyn, 2002;Schwaiger, 2004).…”

Section: Notions Of Reputationmentioning

confidence: 99%

Reputation and ethical behaviour in a crisis: predicting survival

Watson

2007

Journal of Communication Management

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Purpose -The purpose of this paper is to explore the interrelation of reputation with corporate performance in a crisis and consider the factors that make up the balance between strong recovery, bare survival and failure. The emphasis is on corporate communication and corporate governance. Design/methodology/approach -The current debate on reputation and the validity of the term reputation management is reviewed and cases studies from Australia and the UK are examined. Findings -The paper finds that, in the case studies, poor management, unethical practices, a lack of engagement with customers and other stakeholders, indifferent or aggressive performances by CEOs and lack of preparedness for crisis communication severely or terminally affected the organisations. It identifies a new reputational factor of predictability and considers why some organisations survive a crisis that has strong negative ethical dimensions while others fail. Originality/value -This paper scrutinises existing concepts of reputation and reputation management and finds that they are not able to predict recovery, survival or failure of organisations. A new definition of reputation is put forward and the factor of predictability is emphasised in proposals for new applied theory.

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“…In certain situations, the relation between service quality and corporate reputation can appear ambiguous, because of the apparent reciprocity of these two concepts. In certain scenarios, consumers use corporate reputation as an indicator of service quality, especially if they do not possess sound information about the company (Yoon et al, 1993). In other situations, service quality is unquestionably seen as one of the key elements in the process of the formation of corporate reputation (Wilson 1985).…”

Section: Quality Of Servicementioning

confidence: 99%

“…These include quality of service, a firm's capacity of innovation, its policy of staff management, its social and environmental responsibility, its physical environment, its policy of communication, and its financial performance (Bitner 1992;Fombrun 1996;Fombrun et al. 2000;Yoon et al 1993). …”

Section: Elements Of Information Contributing To the Perception Of Comentioning

confidence: 99%

See 1 more Smart Citation

Where does all the money go? An investigation of donation filtration

Shaikh

McLarney

2005

International Journal of Sociology and Social Policy

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In tro duc tionThere has been much so cial and le gal de bate over the def i ni tion of the word "charity." For some it is a path way to heaven, for oth ers, it plays a de ci sive role in anti-trust cases. Charles Dick ens wrote "Char ity be gins at home and jus tice be gins next door." Lord Macnaghten's take on the Pre am ble to the Stat ute of Eliz a beth (1601) 43 Eliz. 1, c.4 (UK), whilst con sid ered to have its lim i ta tions, is widely regarded as a use ful start ing point for a le gal def i ni tion of char ity. In Com mis sion ers for Spe cial Pur poses of the In come Tax vs. Pemsel (su pra note 2, at 583, 1891), Lord Macnaghten laid out the fol low ing clas si fi ca tions (note: not a def i ni tion) of char ity: "Char ity" in its le gal sense com prises four prin ci pal di vi sions: trusts for the relief of pov erty; trusts for the ad vance ment of ed u ca tion; trusts for the ad vancement of re li gion; and trusts for other pur poses ben e fi cial to the com mu nity; not fall ing un der any of the pre ced ing heads." (Carter, 2002, p.7) These four heads of char ity, as they have to come to be known, have taken on the sta tus of tests to see if an or ga ni sa tion mer its the ti tle of char ity and any ac com pa nying ben e fits (such as fa vour able tax sta tus). This ar ti cle at tempts to go be yond the def i ni tion of char ity and to closely ex am ine what con sti tutes the "suc cess" of a char ity. Char ity Pro filesTo en able a com par a tive study, we have cho sen three dif fer ent char i ties on three differ ent con ti nents. Be fore go ing on to com pare nu mer i cal and sub jec tive find ings, pro files of these char i ties can be found in Ta ble 1.There are hun dreds of char i ties world wide. These three char i ties were chosen to pro vide a cross sec tion of the va ri ety of char i ties that ex ist. Vary ing fac tors in clude:Op er a tional scope: We have an in ter est ing mix. One in ter na tional char ity with world wide op er a tions and al li ances with sev eral dif fer ent coun tries (ActionAid). One na tional char ity but which sends aid to other coun tries too (Edhi Foun da tion) and one na tional char ity that local ises its ef forts to its own coun try (amfAR).

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The effects of information and company reputation on intentions to buy a business service

Cited by 362 publications

References 32 publications

The Effects of Corporate Reputation on the Competitiveness of Malaysian Telecommunication Service Providers

The Effects of Corporate Reputation on the Competitiveness of Malaysian Telecommunication Service Providers

Reputation and ethical behaviour in a crisis: predicting survival

Where does all the money go? An investigation of donation filtration

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