The relationship of reputation and credibility to brand success

Herbig, Paul; Milewicz, John

doi:10.1108/eum0000000002601

Cited by 397 publications

(313 citation statements)

References 12 publications

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“…For measurement of customer satisfaction, items from Oliver's (1993) scale were used. Additionally, to representatively capture the hotel image component, we used items adopted from Herbig and Milewicz (1995) and Nguyen and Leblanc (2001).…”

Section: Methodsologymentioning

confidence: 99%

Measurement of Perceived Quality, Perceived Value, Image, and Satisfaction Interrelations of Hotel Services: Comparison of Tourists From Slovenia and Italy

Milfelner¹,

Snoj²,

Korda³

2011

Drustvena istrazivanja

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In the present paper, first the conceptual model of perceived value concept as a mediating variable in tourist perceptions of hotel services is presented and afterwards tested with structural equation modelling. The study reveals that: (a) the relationship between perceived hotel quality and perceived value is strong and positive; (b) the relationship between hotel quality and guest satisfaction is not direct, but rather indirect through the perceived value; (c) hotel image is significantly positively related to perceived value and perceived hotel quality; and (d) perceived value strongly impacts hotel guest satisfaction. Further, invariance analysis shows that no significant differences exist in relationships among perceived quality, image, perceived value and satisfaction between tourists from Slovenia and tourists from Italy.

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Section: Methodsologymentioning

confidence: 99%

Measurement of Perceived Quality, Perceived Value, Image, and Satisfaction Interrelations of Hotel Services: Comparison of Tourists From Slovenia and Italy

Milfelner¹,

Snoj²,

Korda³

2011

Drustvena istrazivanja

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“…The higher the quality of the productive assets that an organization uses in its production or service delivery processes, the higher its perceived product quality. Herbig & Milewicz (1995) Consumers' impressions of a company that is producing and selling a given product or brand…”

Section: Antecedents Of Perceived Qualitymentioning

confidence: 99%

Being Good or Being Known: An Empirical Examination of the Dimensions, Antecedents, and Consequences of Organizational Reputation

Rindova

Williamson

Petkova

et al. 2005

AMJ

1,239

1,159

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We examined the extent to which organizations' reputations encompass different types of stakeholders' perceptions, which may have differential effects on economic outcomes. Specifically, we propose that reputation consists of two dimensions: (1) stakeholders' perceptions of an organization as able to produce quality goods and (2) organizations' prominence in the minds of stakeholders. We empirically examined the distinct antecedents and consequences of these two dimensions of reputation in the context of U.S. business schools. Results suggest that prominence, which derives from the choices of influential third parties vis-à -vis an organization, contributes significantly to the price premium associated with having a favorable reputation.

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“…Thus the brand image is the assessment of an interaction with the brand, while the brand reputation the overall evaluation of a brand. The brand's concept and image, and as a consequence its reputation, are managed via the selection of a brand expression, its introduction in the market and its further expansion, defense and enforcement over time (Herbig and Milewicz, 1995), while the company's actions can even devaluate the brand in the eyes of the consumers (Puzakova et al, 2013b).…”

Section: Brand Evaluationmentioning

confidence: 99%

Brand evaluation, satisfaction and trust as predictors of brand loyalty: the mediator-moderator effect of brand relationships

Veloutsou

2015

Journal of Consumer Marketing

217

162

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She has been the Conference Chair and has been a member of the Organising Committee for a number of International Academics Conferences, she has been awarded the Highly Commended Award for her paper published in the European Journal of Marketing in 2005 and she has worked on ESCR sponsored research on consumer Brand Equity. Brand Evaluation, Satisfaction and Trust as Predictors of Brand Loyalty: The MediatorModerator effect of Brand Relationships AbstractPurpose -Research has established that trust, satisfaction and the attitude towards the brand contribute to the development of brand loyalty. However, consumers do not see brands only as transaction facilitators, but as relationship partners. The exploration of the role of brands in the development of bonds with consumers is still limited. This paper examines whether the strength of positive brand relationship can mediate between; trust, satisfaction, attitude towards the brand and loyalty or moderates the link between these variables.Design/methodology/approach -Data were collected from 189 women who are using lipstick in Glasgow Scotland. Respondents were asked to answer a questionnaire having in mind their preferred brand.Findings -The findings revealed that the strength of the consumer brand relationship is a very strong predictor of brand loyalty. They also suggested that brand relationship does not moderate the relationship between brand trust, satisfaction and brand loyalty, but it mediates the link amongst these constructs.Research limitations/implications -One product category was examined. The data were collected from females in a big city with non probabilistic sampling. Most of the respondents were younger consumers, who may have different behavior than older consumers.Practical implications -Managers who want to build loyal consumers need to appreciate the importance of consumer engagement with their brand through positive brand relationships. Therefore, they need to try to develop brand identities and project brand images that will make the brands look as appealing to the consumers as relationship partners.Originality/value -This paper is adding to the limited literature on brand engagement and brand relationships from a quantitative perspective and is contributing in theory building, since there is no clear theoretical view on whether the brand relationship has a direct effect, mediates or moderates the link between these variables.

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The relationship of reputation and credibility to brand success

Cited by 397 publications

References 12 publications

Measurement of Perceived Quality, Perceived Value, Image, and Satisfaction Interrelations of Hotel Services: Comparison of Tourists From Slovenia and Italy

Measurement of Perceived Quality, Perceived Value, Image, and Satisfaction Interrelations of Hotel Services: Comparison of Tourists From Slovenia and Italy

Being Good or Being Known: An Empirical Examination of the Dimensions, Antecedents, and Consequences of Organizational Reputation

Brand evaluation, satisfaction and trust as predictors of brand loyalty: the mediator-moderator effect of brand relationships

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