The effect of corporate reputations on customer perceptions and cross-buying intentions

Jeng, Shih-Ping

doi:10.1080/02642060902942964

Cited by 40 publications

(34 citation statements)

References 61 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Positive wordof-mouth is the likelihood of spreading positive information about an organization [30,31]. Jeng [32] found that corporate reputation and satisfaction raise cross-buying intentions by decreasing information costs and enhancing trust and affective commitment. Similarly, studies by Bolton and Lemon [33] and Mittal and Kamakura [34] show a positive effect of satisfaction on further usage levels and repurchase behavior and cross-purchase preferences.…”

Section: Outcome Intentionsmentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

View full text Add to dashboard Cite

This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm's technology usage for complaint handling in two ways: (a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.

show abstract

Section: Outcome Intentionsmentioning

confidence: 99%

Usage of Social Media Systems in Customer Service Strategies

Rossmann

Wilke²,

Stei

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

View full text Add to dashboard Cite

show abstract

“…The resources the franchisor makes available to be used by the franchisee is a determining factor for franchisees to enter into franchising. For instance, in franchising, franchisors provide at least two important resources: brand (Jeng, ; Michael, ) and operational routines (Knott, ). All other opportunities that accrue to a franchisee resulting from the resources, experiences, and services of a franchisor may determine the franchising decision of the franchisee.…”

Section: Motivations For Franchisingmentioning

confidence: 99%

Franchising in African markets: Motivations and challenges from a Sub‐Saharan African country perspective

Kastner

Mahmoud

Buame³

et al. 2018

Thunderbird Intl Bus Rev

View full text Add to dashboard Cite

The purpose of this article is to explore and understand the motivations and challenges of franchising in an African economy. While interest in franchising is increasing in African markets, there is a paucity of research on franchising from the perspective of local African firms participating in these international relationships. The motivations and challenges of franchising from the perspective of African businesses have not been largely investigated so far. Using in‐depth interviews, we allow motivations and challenges at play to emerge. Convenient and snowball sampling techniques were used for choosing the unit of analysis, which resulted in four respondent firms. A thematic approach was adopted for analyzing the data from the field. Support services, brand name, and franchisor's experience are identified to be the motivations for franchising. Financial assistance from the franchisor, demand, and competition also play a key role in an African firm's decision to franchise. Legal constraints and infrastructure constraints were the key challenges faced by franchisees in Ghana. The findings of this study may hold for franchisees in other African markets. However, contextual differences may be considered in the application of these findings.

show abstract

“…Good corporate reputations establish customer cross-buying intentions by enhancing expected service quality of customers, reducing information costs, and increasing trust and affective commitment [11,12]. In modern times, companies have to comprehend the actual standing of their products on the Web in that more and more consumers depend on online opinions when making purchasing decisions [14].…”

Section: Introductionmentioning

confidence: 99%