Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective
基于511份顾客调查数据，用结构方程模型分析顾客满意和信任对企业声誉的影响，以及企业声誉如何影响顾客忠诚和口碑行为。
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.