Dimensions Of Reputation Research Articles

Fueling Trust and Loyalty Toward Oil Marketing Companies (OMCs) in Ghana: The Role of Corporate Reputation and Distribution Intensity

ABSTRACT This study examines the effect of corporate reputation – product and service quality, customer centricity, corporate credibility, and social and environmental responsibility (SER) on brand loyalty as well as the mediating and moderating roles of brand trust and distribution intensity respectively in these relationships. The study data was collected from 614 conveniently sampled customers in the downstream oil sector in Ghana, which was analyzed using covariance-based structural equation modeling. Results from the analysis indicate all corporate reputation dimensions except SER directly affect customer loyalty toward OMC brands. The findings provide insights into the intermediary role of brand trust particularly in the SER-loyalty relationship. The study also finds that distribution intensity serves as a boundary condition, strengthening the effect of product and service quality, customer centricity and corporate credibility on loyalty. These findings offer insightful implications for research considerations and actionable directions for OMC reputation-building activities that foster trust and loyalty in such a volatile and competitive sector.

The mediating effect of firm familiarity between corporate social responsibility and reputation, trust, and customer satisfaction

AbstractWhen assessing Corporate Social Responsibility (CSR) and its impact on company performance there may be an informational asymmetry caused by differences in Familiarity with the firm assessed. This study uses participants' ratings of six large UK retailers to establish the direct relationships between the CSR components of Economic, Legal, Ethical, and Discretionary, and the firm performance dimensions of Reputation, Trust, and Customer Satisfaction, then explores whether Familiarity mediates the relationships between the CSR and the performance dimensions. The findings show CSR Economic, Legal, and Discretionary are associated with firm Reputation and Trust, but not Customer Satisfaction, and that CSR Ethical is associated with Reputation, Trust, and Customer Satisfaction. Familiarity acts as a mediator between CSR Economic, Legal and Discretionary, and Trust and Customer Satisfaction. Familiarity also mediates the relationship between CSR Discretionary and Reputation. The link between CSR Economic and Legal, and Customer Satisfaction only emerges in mediation analysis. Managerial implications suggest increasing familiarity is vital through open and continuous communication about CSR programs is essential to keep customers aware. Methodological implications propose reevaluating the methods used to measure (CSR), taking into consideration its' multi‐faceted nature and the diverse impacts that different aspects have on familiarity and performance measures.

Evolution of Localized Brands and The Influence of Cultural Norms: Analysis of Sociolla Loyalty and Trust

This research aims to determine the influence of brand trust and brand loyalty on Sociolla customers who are members of the SOCO community in Indonesia. This research uses a quantitative approach, with a sample of 200 respondents. The data analysis technique uses Structural Equation Modeling (SEM). The findings in this research found brand trust has a positive and significant influence on brand loyalty, so researchers recommend that Sociolla continue to maintain and improve brand trust with positive perceptions through dimensions of brand reliability, brand intentions, and brand reputation so that customers have trust in the brand and form brand loyalty.

Reputation management in turmoil—An analysis of the clashing narratives in the introduction of a “salmon tax” in Norway

AbstractThis study deals with reputation management, addressing collective issues, strategic communication by the government, and the dynamics between this communication and counter‐symbols from societal stakeholders. Empirically, it examines the political debates in Norway in recent years regarding the conflict over establishing a “ground rent” tax on extra profit earned through use of natural resources belonging to the community, related to salmon farming. The overall research question is how major concepts from reputation theory can explain the process and outcome of the decision‐making process. A main finding is that reputation varies across reputational dimensions and actors, and between government and audiences. Another is that it is necessary to examine reputation in relation to the field, the actors, and the task environment it concerns. The study also shows that reputation management is informed by the politics of reputation, revealing the challenge of balancing evidence‐based policy making and being responsive to opinion‐based stakeholder input, and that reputational threats and strategic communication are interlinked.

How Causal Dimensions of Product Harm Crisis Shape Consumer Moral Reputation towards the Crisis Company and Brand Crisis: The Moderating Role of Perceived Societal Damage

Irrespective of many management strategies, product harm crises, discrete, well-publicized occurrences in which products are found to be defective and dangerous, are increasing at an accelerating rate throughout the globe with negative consequences for companies and brands. It alarms the importance of scrutinizing this worst nightmare from a new empirical angle while focusing on the ethical eye of consumers. Therefore, the present study attempts to explore how causal dimensions of product harm crisis related to two Attributional grounds (company accused and consumer accused) shape consumer moral reputation towards the crisis company and crisis brand in product harm crises. A self-administrated, questionnaire was used to examine how Sri Lankan (n= 492) and Chinese (n=492) young consumers see company and brand through their ethical eye that reflects their moral reputation. Results revealed that consumer morally views company and brand in an entirely different way under the two Attributional grounds that ultimately affects brand equity and purchase intention of the crisis brand. There exist significant negative and positive links between consumer moral reputations towards the crisis company and crisis brand respectively, under consumer accused crisis. Subsequently, consumer moral reputation towards the crisis company has a significant negative link with consumer brand equity, while consumer moral reputation toward the crisis brand has a positive link with consumer based brand equity under consumer-accused crisis. This study provides new insights for the companies to manage such crises, while safekeeping the brand equity in midst of product harm crisis.

Country image and medical tourist’s trust impact on intention to revisit India

Purpose This study aims to investigate the influence of cognitive and affective trust on the revisit intention of medical tourists to a developing country like India, focusing on the role of country image as a moderator. Design/methodology/approach This study used partial least square-based structural equation modelling to test the hypotheses using data from 297 medical tourists visiting India from abroad for treatment. Findings The findings of this study confirmed that all the dimensions of cognitive trust, namely, perceived expertise, performance and reputation of the health-care service providers, have a positive and significant impact on the revisit intention of medical tourists to India. In contrast, none of the two dimensions of affective trust have a significant effect on the revisit intention of medical tourists to India. This study also confirmed that country image significantly moderates the relationship between performance dimensions of cognitive trust and medical tourists’ revisit intention to India. Originality/value The study’s findings have significant theoretical and managerial implications as they explore the effect of cognitive and affective trust on medical tourists’ the revisit intention to visit an emerging economy, considering the country’s image as a moderator.

THE IMPACT OF BUSINESS REPUTATION ON ENSURING THE ECONOMIC SECURITY OF A COMPANY

The article offers a theoretical analysis of the influence of reputation on a company's economic stability and practical insights for businesses in monitoring and evaluating reputation to uphold economic security. For monitoring a company`s reputation, authors recommend applying the reputation dimensions (drivers) formulated by RepTrak Company. The article underscores the pivotal role of a resilient, positive reputation in attracting skilled employees, strengthening brand marketing efforts, and fostering long-term customer loyalty. It also highlights the dire consequences of a damaged reputation, which can negatively affect economic security—creating financial setbacks, hindering the company's advancement, and more. This underlines the pressing need for reputation management and the imperative for businesses to be proactive in this area for favorable market development.

Balancing reputational strategies in the European administrative space: how private actors and agencies talk about regulation

ABSTRACT The reputational perspective on agencies has sparked fruitful research. We argue that this perspective can also be applied to private actors in regulatory governance. As they are incorporated into governance because of their expertise, we hypothesise that a technical reputation dominates private actors´ regulatory talk. Furthermore, we test whether agencies have a more multi-dimensional reputational strategy than private actors. We analyse documents of private actors, national regulatory agencies (NRAs) and a European agency (ACER) in energy market regulation. We code rule drafts and agency decisions, and show that private actors not only use technical, but also legal and performative arguments. However, NRAs and ACER have a more balanced reputational strategy. They balance the reputational mix of the private actors when approving rule drafts, adding to the reputational dimensions that private actors neglect. Thus, our article shows how private actors and agencies differ in their regulatory talk within one rulemaking process.

Changing focus: How status affects reputation-based comparisons in the evaluation of organizations

Status and reputation both play important roles in the evaluation and choice of organizations. Status is used as a heuristic in the first stage of a two-stage process when decision-makers select a subset of status-proximate organizations, and cognitively costlier reputation-based comparisons take place in the second stage within this subset. Existing status research assumes that the relative importance of different dimensions of reputation in the second stage is not contingent on the status of the organization that is being evaluated. We argue that this assumption is not warranted. Evidence suggests that high status is associated with a focus on gains and opportunities while low status is associated with a focus on downside risks. Similarly, some dimensions of reputation are associated more with upside opportunities while other dimensions of reputation are associated more with downside risks. Consequently, we argue that the emphasis on reputation dimensions associated with upside opportunities relative to dimensions of reputation associated with downside risks is contingent on status, which provides the evaluation frame. We test our hypothesis and provide empirical evidence consistent with our predictions using a sample of 411,530 US applicants to Master of Business Administration programs.

Actual Malice, Truth, and the Social Dimension of Reputation

Actual Malice, Truth, and the Social Dimension of Reputation

Building student loyalty in higher education: the role of corporate reputation

Background Reputation is a vital asset for Higher Education Institutions (HEIs) as it constitutes a source of competitive advantage because it works as a quality sign for the stakeholders. Because of globalisation, decreasing funding and the changing environment in the Mozambican higher education market, HEIs need to build a favourable reputation to stay relevant. This research aims to study how a university’s reputation can influence student loyalty. Methods Utilizing a descriptive and analytical methodology, a quantitative investigation was carried out by surveying 402 students enrolled in higher education institution (HEI) courses in Mozambique. The research employed a survey questionnaire to directly collect information from the study participants. Results The study concluded that university reputation affects student loyalty, as the relationship between both variables is statistically significant. All dimensions of HEIs reputation, namely, academic competence, social attractiveness, and responsible management, positively impact student loyalty. Although, the latter variable did not have a statistically significant impact, contradicting the current theoretical framework. Conclusions The study’s findings suggest that corporate reputation has a favorable impact on student loyalty, demonstrating a significant relationship between the two factors. Therefore,improve student retention, HEIs should seek to enhance their academic competence and social attractiveness. Furure research The study suggests future research should address sample composition issues by increasing representation from underrepresented groups. It recommends a more in-depth exploration of the responsible management construct, advocating for the inclusion of context-specific indicators. Furthermore, the study proposes investigating additional factors to enhance the understanding of the relationship between university reputation and student loyalty.

Building student loyalty in higher education: the role of corporate reputation.

Reputation is a vital asset for Higher Education Institutions (HEIs) as it constitutes a source of competitive advantage because it works as a quality sign for the stakeholders. Because of globalisation, decreasing funding and the changing environment in the Mozambican higher education market, HEIs need to build a favourable reputation to stay relevant. This research aims to study how a university's reputation can influence student loyalty. Utilizing a descriptive and analytical methodology, a quantitative investigation was carried out by surveying 402 students enrolled in higher education institution (HEI) courses in Mozambique. The research employed a survey questionnaire to directly collect information from the study participants. The study concluded that university reputation affects student loyalty, as the relationship between both variables is statistically significant. All dimensions of HEIs reputation, namely, academic competence, social attractiveness, and responsible management, positively impact student loyalty. Although, the latter variable did not have a statistically significant impact, contradicting the current theoretical framework. The study's findings suggest that corporate reputation has a favorable impact on student loyalty, demonstrating a significant relationship between the two factors. Therefore,improve student retention, HEIs should seek to enhance their academic competence and social attractiveness. The study suggests future research should address sample composition issues by increasing representation from underrepresented groups. It recommends a more in-depth exploration of the responsible management construct, advocating for the inclusion of context-specific indicators. Furthermore, the study proposes investigating additional factors to enhance the understanding of the relationship between university reputation and student loyalty.

Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector

AbstractCorporate reputation is important for all types of banks across the world, despite these countries differing culturally. Building on an extended corporate reputation model, we identify the key drivers of customer-based reputation and sustainable customer satisfaction in two culturally different countries, namely China and Germany. We also consider two reputation dimensions—perceived competence and likeability—and their effects on the target construct. Empirical data from 625 German and 734 Chinese commercial bank customers allow us to estimate the corporate reputation model with the partial least squares structural equation modeling (PLS-SEM) method, and by substantiating the relationships by means of a necessary condition analysis (NCA) and a predictive power analysis. By comparing the two countries’ results, we identify their cultural differences. Overall, we confirm the model’s relevance for the two cultures, finding that banks’ perceived attractiveness is the most important driver of both cultures’ customer-perceived bank reputation. By means of an importance-performance map analysis, we identify a large overlap between the two cultures’ set of important constructs, likeability’s much greater importance in Germany, and the perceived quality construct’s relevance in both countries. We contribute to research and scientific knowledge about corporate reputation models by identifying the similarities in and differences between two countries’ markets with respect to the banking sector, all of which have implications for international banks’ management.

The role of contextual and contentual signals for online trust: Evidence from a crowd work experiment

Platform workers can typically not take their ratings from one platform to another. This creates lock-in as building up reputation anew can come at prohibitively high cost. A system of portable reputation may mitigate this problem but poses several new challenges and questions. This study reports the results of an online experiment among 180 actual clients of five gig economy platforms to disentangle the importance of two dimensions of worker reputation: (1) contextual fit (i.e., the ratings’ origin from the same or another platform) and (2) contentual fit (i.e., the ratings’ origin from the same or a different job type). By and large, previous work has demonstrated the potential of imported ratings for trust-building but usually confounded these two dimensions. Our results provide a more nuanced picture and suggest that there exist two important boundary conditions for reputation portability: While imported ratings can have an effect on trust, they may only do so for matching job types and in the absence of within-platform ratings.

It’s Good for Our Reputation (?!) – the Impact of Socio-Political CEO Communication on Corporate Reputation

ABSTRACT Chief executive officers (CEOs) are increasingly taking a public stance on controversial socio-political issues. This is partly because in polarizing societies, stakeholders increasingly expect corporations to fulfill a societal and moral responsibility beyond a mere economic scope. Although some publications acknowledge the trend of socio-political CEO communication, it remains largely unexplored. This research gap is especially prevalent regarding the impact on stakeholders’ assessments of corporate reputation. This article conceptualizes socio-political CEO communication as a form of corporate social advocacy (CSA) and theorizes that the direction of reputation effects depends on if and how strongly stakeholders agree with the CEO’s position. We conducted a fully standardized online experiment with a 3 (CEO’s expressed opinion) × 2 (topic of communication) between-subject design using a multidimensional operationalization of corporate reputation. Consistent with previous studies, we show that socio-political CEO communication has mainly negative effects. Although the effects apply to reputation dimensions under an expressive or social assessment logic, they do not become evident for dimensions that follow an economic-functional evaluation rationale.

REFLECTION GOOD NAME AND CORRUPTION BEHAVIOR IN INDONESIA FROM PROVERBS 22:1

This study investigates the relationship between maintaining a good name and the prevalence of corruption behavior in Indonesia. By conducting an exegetical analysis of Proverbs 22:1, which emphasizes the value of a good name, the research explores its relevance to the issue of corruption in the Indonesian context. The research explores the socio-cultural significance of a good name in Indonesian society and its impact on individual and collective behavior. It examines the perception of integrity and the role of reputation in shaping ethical conduct among public officials, business leaders, and citizens. The study also reviews existing literature, case studies, and empirical evidence related to corruption in Indonesia. Drawing insights from Proverbs 22:1, which states that "A good name is more desirable than great riches; to be esteemed is better than silver or gold," the research highlights the moral and spiritual dimensions of reputation and their potential influence on mitigating corruption. The findings provide valuable insights into the relationship between a good name, ethical behavior, and the prevalence of corruption in Indonesia. The study emphasizes the importance of fostering a culture of integrity, accountability, and transparency to effectively combat corruption. It also offers recommendations and strategies for individuals, institutions, and policymakers to promote and uphold a good name in the Indonesian context, to reduce corruption and its detrimental effects on society. This study contributes to the existing literature on corruption and ethics by examining the significance of a good name in addressing corruption behavior in Indonesia. It serves as a foundation for further research, policy development, and initiatives aimed at promoting integrity and combating corruption in the country.

The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey

The number of enterprises in the service sector is increasing with the time and the market for service sector is expanding. Universities as higher education institutions were affected by these developments in the service sector and have included providing quality service to their internal and external stakeholders as their top priority. Providing quality service in a university affects the satisfaction of students, who are among the most important stakeholders, their intention to suggest university to potential students and to visit after graduation. Hedperf scale was used to measure the service quality at universities and various institutions in different countries. The construct validity of the Hedperf scale was investigated according to the student perceptions at a university in Turkey and it was found with exploratory factor analysis (EFA) that service quality dimensions were classified into four dimensions - academic, non-academic, reputation, and access. Among these dimensions, the effect of academic, reputation and access dimensions on satisfaction, suggestion, and behavioral intention for visiting after graduation was determined, while the effect of non-academic dimension was not determined. Service quality dimensions explain approximately 31% of the variability in overall satisfaction. Access affects satisfaction at the level of β = .322, which is more than other dimensions. It was determined that the service quality dimensions explained 17% of the behavioral intention to “visit the university after graduation” and the effect of access (β = .264) among these dimensions was higher than the other dimensions. University service quality dimensions explain 23% of the intention for “suggest the university to potential students”, and it was determined that the reputation dimension has the strongest effect (β = .367). The research explores the link between service quality and satisfaction, suggestion, behavioral intention and determines the construct validity of the scale developed in a foreign culture.
 Received: 22 March 2022Accepted: 16 January 2023

The Impact of Perceived Team Reputation on Team Identification in the Context of European Football League Teams

We investigated the relationship between sports team reputation and team identification (ID) when team reputation was operationalized at the dimension level and measured using reflective indicators. The Spectator-based Sports Team Reputation (Jang et al., Int J Sports Market Sponsorship 16(3):52–72, 2015) was modified and used to collect data from 520 fans of five European football league champions (i.e., Barcelona, Manchester City, Juventus, Bayern Munich, and Paris Saint-Germain) during the 2018–2019 season. Results of the structural equation modeling (SEM) showed five dimensions of SSTR (i.e., performance, spectator-orientation, social responsibility, tradition, and management quality) were significantly and positively related to ID. In addition, the results of the Fuzzy Set Qualitative Comparative Analysis (fsQCA) method showed that high ID exists under two SSTR dimensions complex configuration, while absent under three complex configurations. Theoretically, the results provide a deeper understanding of the differential impact of spectator-based team reputation dimensions on fans’ team identification. Managerially, sports teams can use the scale as a diagnostic tool to measure their reputation from their fans’ perspective and strategically allocate their resources on the important dimensions and configurations of SSTR to improve fans’ ID. This research applied an innovative analysis approach to reveal necessary and sufficient conditions when conventional methods such as SEM have limited power. This paper highlights a valuable insight on how ID is formed through the SSTR.

Well-known or well-liked? The effects of brand reputation on customers’ responses to service failure

ABSTRACT This study aims to investigate the effect of brand reputation (both holistic and dimensional) on customer reactions to service failure. Employing two experiments and a survey, we find that a good reputation suffers less from service failure (the holistic buffering effect) and service quality mediates the process. The two dimensions of reputation, generalized favorability and familiarity, have different effects during service failure. Favorability serves as a buffer whose impact is mediated by service quality, while familiarity has inconsistent effects on customer post-failure evaluations which implies the existence of the potential situational factor. Generalized favorability dominates the process.

Analysis of The Reputation of Youth Resilience Programs In Indonesia; Generation Berencana (Genre) From The Perspective of The Genre Ambassadors

The National Family Planning Coordinating Board of Indonesia (BKKBN) launched the Generation Planning (GenRe) as a youth resilience program in response to adolescent issues. The GenRe Ambassadors (GA) are role models whose job is to socialize and persuade young people in Indonesia to behave in a healthy manner. GenRe E Indonesia is an organization that accommodates GenRe Ambassadors. The success of Gnere Ambassadors in carrying out their duties is also determined by how they perceive the reputation of the organization they shelter. The purpose of this research is to know the reputation of GenRe Indonesia as perceived by Duta GenRe by using the dimension of reputation. This research approach is qualitative and employs phenomenological methods. The informants are the GenRe Ambassadors , who have served as ambassadors for 2–3 years. Sampling was carried out using a snowball technique for further in-depth interviews. The result of this study is emotional appeal, which is the strongest dimension in shaping positive perceptions of GenRe Indonesia. Meanwhile, in the dimensions of workplace and development, financial and coordination constraints are factors that form unsatisfactory perceptions for GenRe Ambassadors. Considering the emotional connection that is formed, it should be the concern of BKKBN and GenRe Indonesia to immediately respond to the GenRe Ambassador's dissatisfaction.