Investigating mediators between corporate reputation and customer citizenship behaviors

被引：192

作者：

Bartikowski, Boris ^{[1
]}

Walsh, Gianfranco ^{[1
]}

机构：

[1] Univ Koblenz Landau, Koblenz, Germany

来源：

JOURNAL OF BUSINESS RESEARCH | 2011年 / 64卷 / 01期

关键词：

Commitment; Customer based corporate reputation; Customer citizenship behavior; Loyalty; Multiple mediation; COMMITMENT; LOYALTY; QUALITY; CONSEQUENCES; SATISFACTION; ANTECEDENTS; INVOLVEMENT; TRUST; IMAGE;

D O I：

10.1016/j.jbusres.2009.09.018

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Recent corporate reputation research focuses on customers as in important stakeholder group for whom firm reputation matters The authors hypothesize that customer-based corporate reputation (CUR) may affect customer citizenship behaviors (CCB) and that both commitment and loyalty mediate the CBR-CCB relationship The tests of the hypotheses use a sample of 583 service customers who evaluate the reputation of service firms These results suggest that commitment and loyalty mediate the relationship between CBR and one type of CCB that is helping the company The authors discuss the implications for marketing research and practice (C) 2009 Elsevier Inc All rights reserved

引用

页码：39 / 44

页数：6

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