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Corporate image and reputation as drivers of customer loyalty

Abstract: Prior research suggests that corporate image and reputation can contribute to relationship marketing and customer loyalty. However, little empirical evidence support the influence of these constructs on customer loyalty. This study investigates the influence of corporate image ?comprised of functional and emotional aspects? and reputation on customer loyalty. A structural equation model is developed to test the research hypotheses. The study was tested using data collected from a sample of Spanish consumers in a service setting. Results show that functional and emotional image have a positive influence on corporate reputation. Similarly, corporate reputation has a positive influence on customer loyalty. This study may help managers use their resources more effectively by focusing on corporate image and reputation as the greatest strategic assets to enhance customer loyalty.

Otras publicaciones de la misma revista o congreso con autores/as de la Universidad de Cantabria

 Fuente: Corporate Reputation Review, 19(2), 166-178

Editorial: Palgrave Macmillan

 Año de publicación: 2016

Nº de páginas: 16

Tipo de publicación: Artículo de Revista

 DOI: 10.1057/crr.2016.2

ISSN: 1363-3589,1479-1889