Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/94667| Title: | Corporate reputation, customer satisfaction, & customer loyalty : what is the relationship? |
| Authors: | Caruana, Albert Ramasashan, Balasubramanian Krentler, Kathleen A. |
| Keywords: | Consumer satisfaction Corporate image Customer behavior - Singapore |
| Issue Date: | 2004 |
| Citation: | Caruana, A., Ramasashan, B., & Krentler, K. A. (2004). Corporate reputation, customer satisfaction, & customer loyalty: What is the relationship? Proceedings XXVII, 301, Coral Gables FL: Academy of Marketing Science, Canada. |
| Abstract: | Customer satisfaction and corporate reputation have both been studied as antecedents of customer loyalty. Of the two constructs, however, customer satisfaction has received much greater attention in the literature. Investigation of the relationship between the three constructs is undertaken through a study of insurance company customers in Singapore. Results indicate that the effect of corporate reputation on customer loyalty is completely mediated by customer satisfaction. |
| URI: | https://www.um.edu.mt/library/oar/handle/123456789/94667 |
| Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Corporate_reputation,_customer_satisfaction_customer_loyalty_What_is_the_relationship(2004).pdf | 174.52 kB | Adobe PDF | View/Open |
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