Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment

Keh, Hean Tat and Xie, Yi (2009) Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 38 7: 732-742. doi:10.1016/j.indmarman.2008.02.005

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Author Keh, Hean Tat
Xie, Yi
Title Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment
Journal name Industrial Marketing Management   Check publisher's open access policy
ISSN 0019-8501
1873-2062
Publication date 2009-10-01
Year available 2008
Sub-type Article (original research)
DOI 10.1016/j.indmarman.2008.02.005
Open Access Status Not yet assessed
Volume 38
Issue 7
Start page 732
End page 742
Total pages 11
Place of publication New York, United States
Publisher Elsevier
Language eng
Abstract How does corporate reputation influence customer behavioral intentions? This article proposes a model with customer trust, customer identification and customer commitment as the key intervening factors between corporate reputation and customer purchase intention and willingness to pay a price premium. We test the model by using data from 351 customers of three Chinese B2B service firms. Results indicate that corporate reputation has positive influence on both customer trust and customer identification. Customer commitment mediates the relationships between the two relational constructs (customer trust and customer identification) and behavioral intentions. Customer identification and customer commitment relate closely, but they are distinct constructs in the B2B setting.
Keyword Corporate reputation
Customer trust
Customer identification
Customer commitment
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ
Additional Notes Available online 8 April 2008

Document type: Journal Article
Sub-type: Article (original research)
Collections: ERA 2012 Admin Only
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 141 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 197 times in Scopus Article | Citations
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Created: Thu, 07 Apr 2011, 22:10:16 EST by Karen Morgan on behalf of UQ Business School