Abstract
Corporate reputation and consumer satisfaction can both be regarded as important drivers of a firm’s competitive advantage (Balmer and Greyser 2003; Fombrun 1996, Fornell 1992). Investigating the antecedents and consequences of these two constructs is of growing interest for academic research and marketing practice alike. Reputation has been shown to be a determinant in purchase decision making (Carmeli and Tishler 2005). Reputation serves as a quality signal that reduces uncertainty of consumers prior to a purchase decision. Building a favorable reputation is therefore deemed an effective way to gain market access and acceptance. After instigating a transaction with a new customer, achieving high rates of customer satisfaction becomes an important goal for firms as satisfaction is viewed as one of the major determinants of customer repurchase and word-of-mouth (Anderson and Sullivan 1993).
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Helm, S., Garnefeld, I., Spelsiek, J. (2015). Exploring the Causal Structure Between Perceived Corporate Reputation and Consumer Satisfaction – an Experimental Investigation. In: Robinson, Jr., L. (eds) Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10963-3_105
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DOI: https://doi.org/10.1007/978-3-319-10963-3_105
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