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Article
Publication date: 14 November 2016

Belén Ruiz, Juan A. García and Antonio J. Revilla

The purpose of this paper is to identify the key antecedents and consequences of bank reputation and whether their relative importance varies across countries.

Abstract

Purpose

The purpose of this paper is to identify the key antecedents and consequences of bank reputation and whether their relative importance varies across countries.

Design/methodology/approach

The sample consists of 900 bank customers, representative of the national populations in the UK (500) and Spain (400), two of the countries in which the weight of the financial system on the gross domestic product is much bigger than that of other European countries. The research hypotheses were tested by conducting a multi-group analysis with covariance-based structural equation modelling.

Findings

In contrast with previous studies, it was discovered that the most important cognitive antecedent of banks’ reputation is reliability/financial strength. This study reinforces the prominence of satisfaction as a key emotional aspect of reputation. Differences between the UK and Spain were found in the impact of employer branding and corporate social responsibility. The positive effect of bank reputation on consumer behaviour (loyalty and word of mouth) and the existence of cross-country differences as regards loyalty were also confirmed.

Originality/value

This is a systematic cross-country analysis of corporate reputation which includes not only cognitive antecedents but also emotional determinants that have been repeatedly ignored. This paper sheds light on whether the antecedents and consequences of corporate reputation vary across countries. The choice of the banking sector provides a unique opportunity to observe the determinants and outcomes of corporate reputation following an unstable time in the banking sector.

Details

International Marketing Review, vol. 33 no. 6
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 2 November 2020

Sufyan Rashid and Hasrina Mustafa

The purpose of this paper is to provide a systematic review of studies on antecedents of the corporate reputation of higher education institutions (HEIs) from the…

Abstract

Purpose

The purpose of this paper is to provide a systematic review of studies on antecedents of the corporate reputation of higher education institutions (HEIs) from the perspectives of employees

Design/methodology/approach

The approach is an examination of previous literature on antecedents of corporate reputation in HEIs, published between 2010 and 2020.

Findings

The findings show that general and specific factors of corporate reputation in HEIs are being employed as strategic tools to survive the competitive nature of the higher education landscape.

Originality/value

Factors of corporate reputation in HEIs from the perspectives of employees are an understudied area with little academic literature available.

Details

International Journal of Educational Management, vol. 35 no. 1
Type: Research Article
ISSN: 0951-354X

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Book part
Publication date: 1 July 2014

Gerald R. Ferris, John N. Harris, Zachary A. Russell, B. Parker Ellen, Arthur D. Martinez and F. Randy Blass

Scholarship on reputation in and of organizations has been going on for decades, and it always has separated along level of analysis issues, whereby the separate…

Abstract

Scholarship on reputation in and of organizations has been going on for decades, and it always has separated along level of analysis issues, whereby the separate literatures on individual, group/team/unit, and organization reputation fail to acknowledge each other. This sends the implicit message that reputation is a fundamentally different phenomenon at the three different levels of analysis. We tested the validity of this implicit assumption by conducting a multilevel review of the reputation literature, and drawing conclusions about the “level-specific” or “level-generic” nature of the reputation construct. The review results permitted the conclusion that reputation phenomena are essentially the same at all levels of analysis. Based on this, we frame a future agenda for theory and research on reputation.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78350-824-2

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Article
Publication date: 13 February 2019

Belén Ruiz and Juan A. García

The purpose of this paper is to explore the moderating role of culture in terms of uncertainty avoidance in the antecedents of customer-based bank reputation in two…

Abstract

Purpose

The purpose of this paper is to explore the moderating role of culture in terms of uncertainty avoidance in the antecedents of customer-based bank reputation in two countries with different cultural patterns.

Design/methodology/approach

This study was carried out by surveying 910 bank customers of the main banks in the UK and Spain. The hypotheses employed in this research were developed by contrasting the moderating role of uncertainty avoidance in the relationships between bank reputation and its antecedents, and were then tested through the use of partial least squares modelling.

Findings

Significant differences between British and Spanish bank customers were found with regard to the impact of innovation, workplace and leadership on bank reputation. However, the results obtained when considering uncertainty avoidance as a continuous moderator variable suggested that only the differences found as regards workplace and leadership were owing to this variable, thus providing empirical support for two out of the eight hypotheses developed on the basis of cultural theories.

Originality/value

This is the first study to analyse whether the relative importance of the antecedents of bank reputation differ with regard to customers’ uncertainty avoidance patterns, which is the cultural variable that is most closely linked in literature to customers’ banking decisions. This study contributes towards reputation research by showing that cultural differences in terms of uncertainty avoidance should be used with caution when establishing business guides for bank managers.

Details

International Journal of Bank Marketing, vol. 37 no. 1
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 26 August 2021

Luís Daniel Martillo Jeremías and Ana Isabel Polo Peña

The present study aims to propose and validate a model to measure certain variables that may contribute to increasing the bankarization rate (uptake of retail banking…

Abstract

Purpose

The present study aims to propose and validate a model to measure certain variables that may contribute to increasing the bankarization rate (uptake of retail banking services) among developing-economy populations characterized by poor financial literacy and low income levels.

Design/methodology/approach

A quantitative empirical study is carried out in the retail banking sector of a country with low-bankarization rates. Using a self-administered questionnaire distributed online, structural equation modeling is applied to analyze the relationships between value co-creation, brand experience, brand equity and reputation.

Findings

The results show that brand equity is an antecedent of reputation that values co-creation, and brand experience positively influences brand equity and that values co-creation that positively influences brand experience.

Social implications

The bankarization rate of a developing country is generally taken as an indicator of the socioeconomic wellbeing of its population. Where there is a low-bankarization rate, this renders it more difficult for financial institutions to build their reputation to attract new customers and retain existing ones. Strategies are, therefore, proposed to improve the reputation of financial institutions in such settings and, thus, contribute to increasing the bankarization rate.

Originality/value

The findings of this study provide an original perspective that offers a deeper understanding of the mechanisms that enable banks operating in low-bankarization markets to enhance their reputation through strategies based on customer–company interaction and branding (with the variables of brand equity, brand experience and value co-creation).

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 5 October 2015

Harjit Singh Sekhon, Dima Al-Eisawi, Sanjit Kumar Roy and Adrian Pritchard

The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a…

Abstract

Purpose

The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services.

Design/methodology/approach

Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK.

Findings

The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned.

Research limitations/implications

The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions.

Practical implications

Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector.

Originality/value

This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.

Details

International Journal of Bank Marketing, vol. 33 no. 7
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 29 March 2011

Mary Ann Eastlick and Sherry Lotz

Via an initial trust‐building model, the purpose of this paper is to examine consumers' initial trust in an unfamiliar online retailer, considering cognitive perceptions of

Abstract

Purpose

Via an initial trust‐building model, the purpose of this paper is to examine consumers' initial trust in an unfamiliar online retailer, considering cognitive perceptions of the retailer and institutional beliefs about the online environment.

Design/methodology/approach

A random sample of 2,000 US households, resulting in 477 usable responses, was surveyed by assigning subjects to one of the two shopping scenarios portraying an online insurance retailer with a weak or strong reputation.

Findings

Structural equation modelling revealed that second‐hand cognitive and first‐hand institutional information have comparable and contrasting effects on purchase intent through formation of initial trust.

Research limitations/implications

Results imply that consumers form initial trust using a combination of cognitive perceptions about the online retailer and consumers' institutional beliefs regarding the online environment. Ways in which researchers and online retailers can shape initial trust formation via these antecedents are suggested.

Originality/value

The influence of an institutional belief, situational normality of the online environment, on initial trust has not been previously investigated by simultaneously assessing relative influences of institutional beliefs and cognitive perceptions of the online retailer.

Details

International Journal of Retail & Distribution Management, vol. 39 no. 4
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 27 February 2007

Øyvind Helgesen and Erik Nesset

Public funding of institutions offering higher education is becoming scarcer, more complex, and to an ever‐increasing extent performance‐based. Concerning the teaching…

Abstract

Purpose

Public funding of institutions offering higher education is becoming scarcer, more complex, and to an ever‐increasing extent performance‐based. Concerning the teaching area the financing is partly based on student credits and professional degrees. Thus student loyalty has become an important strategic theme. The purpose is to study relationships between student satisfaction, students' perceptions of the reputation of an educational institution and student loyalty; hypothesizing positive relationships between satisfaction and loyalty, reputation and loyalty, and between satisfaction and reputation. Antecedents of student satisfaction and reputation are also included in the study.

Design/methodology/approach

The data source is a survey among students at the bachelor level of a university college in Norway, analyzed by a structural equation modeling approach.

Findings

The findings strongly support the three hypotheses. The university college may be looked upon as being satisfaction‐driven. Still reputation management is of great importance. Significant antecedents are identified and discussed.

Research limitations/implications

This research has been applied to a specific university college. The research should be expanded to other institutions offering higher education.

Practical implications

Based on a theoretical framework the study gives practical insight concerning drivers of student loyalty so that key success factors for the coming period of time can be identified.

Originality/value

When determining the most appropriate management strategy, such insight is becoming even more important than earlier. By allocating resources to activities that are important for the students, the managers may increase the value offered so that student retention may be obtained, thus ensuring governmental funds in future.

Details

International Journal of Educational Management, vol. 21 no. 2
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 2 November 2015

S. M. Riad Shams

It is recognised that reputation is a relational construct; however the impact of stakeholders’ various relational dimensions on their perceptions to influence reputation

Abstract

Purpose

It is recognised that reputation is a relational construct; however the impact of stakeholders’ various relational dimensions on their perceptions to influence reputation is not widely understood. The purpose of this paper is to add to the current understanding of stakeholders’ relationships, interactions, their subsequent relational dimensions and its impact on stakeholders’ perceptions to further influence relational reputation.

Design/methodology/approach

This paper takes a case study approach.

Findings

The findings of this study recognise the impact of relationship marketing (RM) on the influence of stakeholders’ perceptions. It discusses how RM substantiate the pertinent authenticity (symbolises reputation), relevance and differentiation (represent brand positioning) of an organisation’s profile and/or their market offerings, in relation to the interest of the target market through the cause and consequence of stakeholder relationships and interactions to influence their perceptions. The findings acknowledge 11 RM dimensions that have relational implications to nurture stakeholders’ perceptions and subsequent relational reputation, which appear viable across industries and markets.

Originality/value

Underlying the cause and consequence of stakeholder relationships and interactions; these 11 RM dimensions emerge as antecedents to form/reform relational reputation. Further academic and professional implications of the findings are briefly discussed.

Details

Journal of Advances in Management Research, vol. 12 no. 3
Type: Research Article
ISSN: 0972-7981

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Article
Publication date: 20 September 2011

Kåre Skallerud

This study aims to investigate the direction and strength of the relationships between school reputation, parent satisfaction and parent loyalty.

Abstract

Purpose

This study aims to investigate the direction and strength of the relationships between school reputation, parent satisfaction and parent loyalty.

Design/methodology/approach

The paper reports the findings of a survey of 325 parents from three primary schools across Norway. Building on previous work examining corporate reputations, a new measure of school reputation, as viewed by parents, was developed. Structural equation models were used to validate the new reputation measure and to test the proposed relationships. Relationships linking school reputation to parent satisfaction and loyalty were tested.

Findings

Support for a four‐dimensional scale for assessment of parent‐based school reputation was found, using the following dimensions: parent orientation, learning quality, safe environment and good teachers. Parents' satisfaction significantly affected all reputation dimensions. Views of schools as having a parent orientation and good teachers affected parents' loyalty.

Research limitations/implications

The study is limited to parents from three primary schools in a country‐specific context and should therefore be validated with other schools and in other contexts.

Practical implications

Parent‐based school reputation can be easily assessed through a frugal measurement instrument. School managers can address parent satisfaction in order to achieve a good school reputation. A carefully crafted and implemented program for increased parent satisfaction and school reputation would be an important tool for attracting future pupils.

Originality/value

Although reputation is at the core of modern school management, relatively little research has been conducted that addresses the appropriate conceptualisation and measurement of school reputation. Additionally, there has been little work on potential relationships to antecedent and consequent factors. This study contributes to filling this gap in the research.

Details

International Journal of Educational Management, vol. 25 no. 7
Type: Research Article
ISSN: 0951-354X

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