Corporate Reputation Review

, Volume 21, Issue 1, pp 22–36 | Cite as

The Corporate Reputation Reporting Framework (CRRF)

  • Salman KhanEmail author
  • Jacques Digout
Original Article


Corporate reputation (CR) sciences have made way into c-level management quite rapidly in the past two decades. During the same period, numerous CR measurement techniques also emerged. This study evaluates the effectiveness and appropriateness of available models for thoroughly reporting an organization’s CR. By highlighting and rationalizing the central features of the ‘reputation’ construct, the usefulness of notable measurement approaches for thoroughly reporting CR is critiqued. The analysis reveals that most techniques deviate from theory, and in several ways fall short of incorporating online aspects of corporate (e-) reputation formation. A corporate reputation reporting framework is modeled and directed towards large-scale applicability across contexts. The proposed framework robustly integrates a variety of CR features, facilitating the creation of comprehensive CR reports and delivers insights into the urgency of adapting to digital aspects of reputation formation and management.


Corporate reputation e-Reputation Reputation measurement Reputation management Framework development Reporting framework 


  1. Ali, R., et al. 2015. The moderating influences on the relationship of corporate reputation with its antecedents and consequences: A meta-analytic review. Journal of Business Research 68 (5): 1105–1117. Scholar
  2. Baka, V. 2016. Formative reputation: From being an organizational asset to becoming a process in the making. Corporate Reputation Review 19 (2): 152–165. Scholar
  3. Barnett, M.L., J.M. Jermier, and B.A. Lafferty. 2006. Corporate reputation: The definitional landscape. Corporate Reputation Review 9 (1): 26–38. Scholar
  4. Barnett, M.L., and S. Leih. 2016. Sorry to (not) burst your bubble: The influence of reputation rankings on perceptions of firms. Business and Society. Scholar
  5. Bartikowski, B., G. Walsh, and S.E. Beatty. 2011. Culture and age as moderators in the corporate reputation and loyalty relationship. Journal of Business Research. 64 (9): 966–972. Scholar
  6. Berens, G., and C.B.M. van Riel. 2004. Corporate associations in the academic literature: Three main streams of thought in the reputation measurement literature. Corporate Reputation Review 7 (2): 161–178. Scholar
  7. Bernett, M.L., and T.G. Pollock. 2012. The Oxford handbook of corporate reputation. Oxford: Oxford University Press.Google Scholar
  8. Bromley, D. 2002. Comparing corporate reputations: League tables, quotients, benchmarks, or case studies? Corporate Reputation Review 5 (1): 35–50. Scholar
  9. Brown, M., and P. Turner. 2008. The admirable company: What it takes to be ranked among the best. London: Profile Books.Google Scholar
  10. Caruana, A., and S. Chircop. 2000. Measuring corporate reputation: A case example. Corporate Reputation Review 3 (1): 43–57. Scholar
  11. Casado, A.M., and J.I. Peláez. 2014. Intangible management monitors and tools: Reviews. Expert Systems with Applications. Elsevier Ltd 41 (4): 1509–1529. Scholar
  12. Chun, R. 2005. Corporate reputation: Meaning and measurement. International Journal of Management Reviews 7 (2): 91–109. Scholar
  13. Claeys, A.-S., and V. Cauberghe. 2015. The role of a favorable pre-crisis reputation in protecting organizations during crises. Public Relations Review 41 (1): 64–71. Scholar
  14. Clardy, A. 2012. Organizational reputation: Issues in conceptualization and measurement. Corporate Reputation Review 15 (4): 285–303. Scholar
  15. Cravens, K., E.G. Oliver, and S. Ramamoorti. 2003. The reputation index: Measuring and managing corporate reputation. European Management Journal 21 (2): 201–212. Scholar
  16. Davies, G., et al. 2001. The personification metaphor as a measurement approach for corporate reputation. Corporate Reputation Review 4 (2): 113–127. Scholar
  17. Davies, G., et al. 2003. Corporate reputation and competitiveness. London: Routledge.Google Scholar
  18. Davies, G., et al. 2004. A corporate character scale to assess employee and customer views of organization reputation. Corporate Reputation Review 7 (2): 125–146. Scholar
  19. Davies, G. 2013. In support of personality as a measure of reputation: A rejoinder to Clardy’s “Organizational reputation: Issues in conceptualization and measurement” (2012). Corporate Reputation Review 16 (2): 168–173. Scholar
  20. Deephouse, D.L. 2000. Media reputation as a strategic resource: An integration of mass communication and resource-based theories. Journal of Management 26 (6): 1091–1112. Scholar
  21. Dowling, G. 2006. Reputation risk: It is the board’s ultimate responsibility. Journal of Business Strategy 27 (2): 59–68. Scholar
  22. Dowling, G. 2016. Defining and measuring corporate reputations. European Management Review 13 (3): 207–223. Scholar
  23. Dutot, V., and S. Castellano. 2015. Designing a measurement scale for e-reputation. Corporate Reputation Review 18 (4): 294–313. Scholar
  24. Dutot, V., E. Lacalle Galvez, and D.W. Versailles. 2016. CSR communications strategies through social media and influence on e-reputation. Management Decision 54 (2): 363–389. Scholar
  25. Felbermayr, A., and A. Nanopoulos. 2016. The role of emotions for the perceived usefulness in online customer reviews. Journal of Interactive Marketing 36: 60–76. Scholar
  26. Fill, C., and S. Roper. 2012. Corporate reputation: Brand and communication. Harlow: Pearson.Google Scholar
  27. Fombrun, C.J. 1996. Reputation: Realizing value from the corporate image. Boston: Harvard Business School Press.Google Scholar
  28. Fombrun, C.J. 1998. Indices of corporate reputation: An analysis of media rankings and social monitors’ ratings. Corporate Reputation Review 1 (4): 327–340. Scholar
  29. Fombrun, C.J., N.A. Gardberg, and J.M. Sever. 2000. The Reputation QuotientSM: A multi-stakeholder measure of corporate reputation. Journal of Brand Management 7 (4): 241–255. Scholar
  30. Fombrun, C.J., L.J. Ponzi, and W. Newburry. 2015. Stakeholder tracking and analysis: The RepTrak® system for measuring corporate reputation. Corporate Reputation Review 18 (1): 3–24. Scholar
  31. Fombrun, C.J., and C.B.M. van Riel. 2004. Fame and fortune: How successful companies build winning reputations. Upper Saddle River: FT Prentice Hall.Google Scholar
  32. Fombrun, C.J., and C.B.M. van Riel. 2007. Essentials of corporate communication: Implementing practices for effective reputation management. Abingdon: Routledge.Google Scholar
  33. Foroudi, P., T.C. Melewar, and S. Gupta. 2014. Linking corporate logo, corporate image, and reputation: An examination of consumer perceptions in the financial setting. Journal of Business Research 67 (11): 2269–2281. Scholar
  34. Fryxell, G.E., and Jia Wang. 1994. The fortune corporate “Reputation” index: Reputation for what? Journal of Management 20 (1): 1–14. Scholar
  35. Gandomi, A., and M. Haider. 2015. ‘Beyond the hype: Big data concepts, methods, and analytics. International Journal of Information Management 35 (2): 137–144. Scholar
  36. Gray, E.R., and J.M.T. Balmer. 1998. Managing corporate image and corporate reputation. Long Range Planning 31 (5): 695–702. Scholar
  37. Greyser, S.A. 1999. Advancing and enhancing corporate reputation. Corporate Communications: An International Journal 4 (4): 177–181. Scholar
  38. Hannington, T. 2004. How to measure and manage your corporate reputation. Aldershot: Gower Pub Co.Google Scholar
  39. Harvey, W.S., et al. 2017. Lens or prism? How organisations sustain multiple and competing reputations. European Journal of Marketing 51 (4): 821–844. Scholar
  40. Helm, S. 2005. Designing a formative measure for corporate reputation. Corporate Reputation Review 8 (2): 95–109. Scholar
  41. Helm, S. 2007. One reputation or many? Comparing stakeholders’ perceptions of corporate reputation. Corporate Communications: An International Journal 12 (3): 238–254. Scholar
  42. Ji, Y.G., et al. 2017. Staking reputation on stakeholders: How does stakeholders’ Facebook engagement help or ruin a company’s reputation? Public Relations Review 43 (1): 201–210. Scholar
  43. Khan, S., and J. Digout. 2017. A synthetic literature review and prognosis of corporate e-reputation. Indian Journal of Computer Science 2 (2): 7–27. Scholar
  44. Krueger, T.M., and M.A. Wrolstad. 2016. Impact of the Reputation Quotient® on investment performance. Corporate Reputation Review 19 (2): 140–151. Scholar
  45. Lange, D., P.M. Lee, and Y. Dai. 2011. Organizational reputation: A review. Journal of Management 37 (1): 153–184. Scholar
  46. Lewellyn, P.G. 2002. Corporate reputation: Focusing the zeitgeist. Business and Society 41 (4): 446–455. Scholar
  47. Mahon, J.F. 2002. Corporate reputation: Research agenda using strategy and stakeholder literature. Business and Society 41 (4): 415–445. Scholar
  48. Mariconda, S., and F. Lurati. 2014. Being known: A literature review on media visibility, public prominence and familiarity with implications for reputation research and management. Corporate Reputation Review 17 (3): 219–236. Scholar
  49. Martinez, R.J., and P.M. Norman. 2004. Whither reputation? The effects of different stakeholders. Business Horizons 47 (5): 25–32. Scholar
  50. Meadows, C.Z., and C.W. Meadows. 2016. Corporate reputation on mass media, public opinion, and YouTube: Examining the factors influencing reputation of Fortune 500 companies. Corporate Reputation Review 19 (4): 345–356. Scholar
  51. Men, L.R. 2012. CEO credibility, perceived organizational reputation, and employee engagement. Public Relations Review. 38 (1): 171–173. Scholar
  52. Mostafa, M.M. 2013. More than words: Social networks’ text mining for consumer brand sentiments. Expert Systems with Applications 40 (10): 4241–4251. Scholar
  53. Ponzi, L.J., C.J. Fombrun, and N.A. Gardberg. 2011. RepTrak™ Pulse: Conceptualizing and validating a short-form measure of corporate reputation. Corporate Reputation Review 14 (1): 15–35. Scholar
  54. Puncheva-Michelotti, P., and M. Michelotti. 2010. The role of the stakeholder perspective in measuring corporate reputation. Marketing Intelligence and Planning 28 (3): 249–274. Scholar
  55. Rauschnabel, P.A., N. Kammerlander, and B.S. Ivens. 2016. Collaborative brand attacks in social media: Exploring the antecedents, characteristics, and consequences of a new form of brand crises. Journal of Marketing Theory and Practice 24 (4): 381–410. Scholar
  56. Rhee, M., and P.R. Haunschild. 2006. The liability of good reputation: A study of product recalls in the U.S. automobile industry. Organization Science 17 (1): 101–117. Scholar
  57. Rindova, V.P. 1997. Part VII: Managing reputation: Pursuing everyday excellence: The image cascade and the formation of corporate reputations. Corporate Reputation Review 1 (2): 188–194. Scholar
  58. Rindova, V.P., et al. 2005. Being good or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal 48 (6): 1033–1049. Scholar
  59. Sarstedt, M., P. Wilczynski, and T.C. Melewar. 2013. Measuring reputation in global markets—a comparison of reputation measures’ convergent and criterion validities. Journal of World Business 48 (3): 329–339. Scholar
  60. Schultz, M., J. Mouritsen, and G. Gabrielsen. 2001. Sticky reputation: Analyzing a ranking system. Corporate Reputation Review 4 (1): 24–41. Scholar
  61. Shad Manaman, H., S. Jamali, and A. AleAhmad. 2016. Online reputation measurement of companies based on user-generated content in online social networks. Computers in Human Behavior 54: 94–100. Scholar
  62. Tetrault Sirsly, C.-A., and E. Lvina. 2016. From doing good to looking even better: The dynamics of CSR and reputation. Business and Society. Scholar
  63. Tischer, S., and L. Hildebrandt. 2014. Linking corporate reputation and shareholder value using the publication of reputation rankings. Journal of Business Research 67 (5): 1007–1017. Scholar
  64. Turk, J.V.S., et al. 2012. Examining the interplay of an organization’s prior reputation, CEO’s visibility, and immediate response to a crisis. Public Relations Review 38 (4): 574–583. Scholar
  65. Walker, K. 2010. A systematic review of the corporate reputation literature: Definition, measurement, and theory. Corporate Reputation Review 12 (4): 357–387. Scholar
  66. Walsh, G., and S.E. Beatty. 2007. Customer-based corporate reputation of a service firm: Scale development and validation. Journal of the Academy of Marketing Science 35 (1): 127–143. Scholar
  67. Walsh, G., S.E. Beatty, and B.B. Holloway. 2015. Measuring client-based corporate reputation in B2B professional services: Scale development and validation. Journal of Services Marketing 29 (3): 173–187. Scholar
  68. Wang, S.W., G.H.-Y. Kao, and W. Ngamsiriudom. 2017. Consumers’ attitude of endorser credibility, brand and intention with respect to celebrity endorsement of the airline sector. Journal of Air Transport Management 60: 10–17. Scholar
  69. Wartick, S.L. 2002. Measuring corporate reputation: Definition and data. Business and Society 41 (4): 371–392. Scholar
  70. Wepener, M., and C. Boshoff. 2015. An instrument to measure the customer-based corporate reputation of large service organizations. Journal of Services Marketing 29 (3): 163–172. Scholar
  71. van den Bosch, A.L.M., M.D.T. De Jong, and W.J.L. Elving. 2005. How corporate visual identity supports reputation. Corporate Communications: An International Journal 10 (2): 108–116. Scholar
  72. van Noort, G., and L.M. Willemsen. 2012. Online damage control: The effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing 26 (3): 131–140. Scholar

Copyright information

© Macmillan Publishers Ltd., part of Springer Nature & Reputation Institute 2017

Authors and Affiliations

  1. 1.Toulouse Business SchoolToulouseFrance

Personalised recommendations