Corporate Image and Reputation as Drivers of Customer Loyalty

Leániz, Patricia Martínez García de; Rodríguez, Ignacio Rodríguez

doi:10.1057/crr.2016.2

Cited by 62 publications

(56 citation statements)

References 57 publications

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“…Similarly, we found that the business image is a factor that encourages the reputation level in restaurants; that is, the actions that it conducts for the full satisfaction of the consumer have a direct impact on the business reputation. These results are also aligned with what is stated by the main theoretical currents and by the main scholars on the topic of marketing and quality in the service (de Leaniz & del Bosque Rodríguez, 2016;Dowling, 2000;Fracarolli Nunes & Lee Park, 2017;Gray & Balmer, 1998). However, our third finding reveals that the quality of service perceived by consumers of franchise-type restaurants does not exert a significant effect on business reputation; therefore, we do not find empirical support for this relationship.…”

Section: Discussionsupporting

confidence: 85%

“…The success is based on creative and innovative business models (comfortable facilities, adoption of technologies, and commitment of employees) that guarantee the basic requirements of the consumer (Ahn & Seo, 2018;. These actions have led restaurant companies to increase their sales, improve customer satisfaction, increase customer loyalty, rapidly position and actively participate in improving their reputation (de Leaniz & del Bosque Rodríguez, 2016;Namin, 2017;Yaman, 2018). These organizational and financial results are originated by the correct management of the quality of the service and that consequently are reflected in the increase of the image and reputation of the businesses dedicated to the service of restaurants (Sanchez-Franco, Cepeda-Carrion, & Roldán, 2019).…”

Section: Quality In Service In the Image And Reputation Of The Companymentioning

confidence: 99%

“…These results are the product of the specific actions of the organization that are valued by the customer-consumer and which are transformed into the reputation of the business (Barnett, Jermier, & Lafferty, 2006;Gotsi & Wilson, 2001). Studies that relate to the image and the business reputation in function to the quality in the service have concluded that these variables are determinants for the growth and competitiveness of service companies (Chun, 2005;de Leaniz & del Bosque Rodríguez, 2016;C. Wang, Hoegg, & Dahl, 2018).…”

Section: The Image and The Business Reputationmentioning

confidence: 99%

See 2 more Smart Citations

The Quality of the Service, Superior Value Generator in the Restaurant Sector

Valdez-Juárez¹,

Beltramino²,

Limón-Ulloa³

et al. 2019

IJMS

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The purpose of this study is to analyze the effects of quality service on the image and the reputation obtained in restaurants. We also analyze the effect that the business image has on the reputation of restaurants. Finally, we want to discover the mediation effect of the image between the quality service and the reputation of the restaurants. This research is based on a sample of 202 consumers of five restaurants (franchise type) in the city of Guaymas Sonora, Mexico. The data collection was conducted during the months of March to June 2016. The estimates of the relationships (hypothesis) have been tested through the System of Structural Equations based on the variance with the Partial Least Squares technique. The results show that quality in the service has a strong influence on the image of restaurants. In addition, we found that the image of the business significantly influences the reputation of restaurants. However, the service quality does not have significant effects on business reputation. We have also found that the business image is a variable that contributes to a greater significant effect between business reputation and service quality. Research contributes to the development of the literature on consumer behavior and service marketing.

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Section: Discussionsupporting

confidence: 85%

Section: Quality In Service In the Image And Reputation Of The Companymentioning

confidence: 99%

Section: The Image and The Business Reputationmentioning

confidence: 99%

See 1 more Smart Citation

The Quality of the Service, Superior Value Generator in the Restaurant Sector

Valdez-Juárez¹,

Beltramino²,

Limón-Ulloa³

et al. 2019

IJMS

View full text Add to dashboard Cite

show abstract

“…Although, the components of corporate image evolve over time, its measurement has included functional and emotional dimensions, related to types and access to the offered services, human resource, security of transactions, trust, corporate social responsibility and other factors (de Leaniz & Rodríguez, 2016;Hussain et al, 2014;Souiden et al, 2006).…”

Section: Antecedents Of Corporate Imagementioning

confidence: 99%

Antecedents and Consequences of Corporate Image: Conventional and Islamic Banks

2018

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Islamic and conventional banks differ in basic philosophy and objectives although both perform the same service. This study used cognitive, affective, and conative sequence to examine antecedents and consequences of corporate image of conventional and Islamic banks in Pakistan. Self-administered questionnaires collected empirical data from 320 respondents. It was found that non-firm communication and corporate social responsibility significantly relate to brand familiarity and corporate image in case of Islamic banks. Brand familiarity significantly builds corporate image, which confirms the cognitive, affective, and conative sequence. Corporate image creates positive brand attitude and intention to use banking services. In case of conventional banks, only firm communication significantly relates to corporate image and brand familiarity. The relationship of corporate image with brand attitude and intention to use the service are similar to Islamic banks. This study can help banks to invest in building respective antecedents which can increase intention to use their services.

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“…Corporate reputation, as a social identity, is extensively used in an organization's positioning strategy because of its important influence on the consumer's choice of products and services (Brown, 1995;Bonaiuto et al, 2012;Ruiz et al, 2016;Worcester, 2009). Moreover, corporate reputation helps to attract potential investors and qualified employees (Dutton et al, 1994;Fombrun and Shanley, 1990) and contributes to develop and maintain customer loyalty (Chang, 2013;De Leaniz et al, 2016;Robertson, 1993). Ultimately, corporate reputation has a significant impact on an organization's competiveness in the market place (Barnett et al, 2000;McMillan and Joshi, 1997) as well as its financial performance (Lee and Roh, 2012;Roberts and Dowling, 2002).…”

Section: Introductionmentioning

confidence: 99%

The Combined Effects of Service Offering and Service Employees on the Perceived Corporate Reputation

Nguyen¹,

LeBlanc²

2018

AJBE

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The present study contributes to the understanding of the role of two major components of the service production and delivery system in reinforcing the perceived corporate reputation. Specifically, the purpose of this study is to assess the combined effects of service offering and service employees on customers' perception of corporate reputation. A hierarchical multiple regression with interaction analysis was performed on data collected from customers of a banking institution to assess the main effect of service offering and service employees, as well as their interactive effect on customers' perception of corporate reputation. A significant interaction between service offering and service employees in their influence on corporate reputation was found. This results suggest that service employees intervene as a moderator variable in the relationship between service offering and corporate reputation. Furthermore, service organizations should focus on the crucial role of the service offering during the service encounter and recognize the importance of service employees in such way to reinforce customers' perception of corporate reputation. The study has limited generalization given the convenience sample and the great variety of service industries. The efficacy of the direct measures and the hierarchical multiple regression must be considered. It would be helpful to realize similar studies in other service settings and to explore the exact nature of the interaction between service offering and service employees.

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Corporate Image and Reputation as Drivers of Customer Loyalty

Cited by 62 publications

References 57 publications

The Quality of the Service, Superior Value Generator in the Restaurant Sector

The Quality of the Service, Superior Value Generator in the Restaurant Sector

Antecedents and Consequences of Corporate Image: Conventional and Islamic Banks

The Combined Effects of Service Offering and Service Employees on the Perceived Corporate Reputation

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