Customer-based corporate reputation of a service firm: scale development and validation

Walsh, Gianfranco; Beatty, Sharon E.

doi:10.1007/s11747-007-0015-7

Cited by 920Corporate Identity and ReputationCustomer Service Quality and LoyaltyConsumer Behavior in Brand Consumption and Identification

Customer-based corporate reputation of a service firm: scale development and validation

Walsh, Gianfranco, Beatty, Sharon E.·2007·Journal of the Academy of Marketing Science

DOI 10.1007/s11747-007-0015-7

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Corporations with higher reputation are linked with superior customer loyalty, higher customer satisfaction, and retention.
“Corporations with higher reputation were linked with superior customer loyalty (Bartikowski et al. 2011), higher customer satisfaction (Walsh and Beatty 2007; Walsh et al. 2009), and retention (Bartikowski and Walsh 2011).”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Walsh and Beatty 2007

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Authors: Walsh, G., & Beatty, S. E.
Affiliations: University of Koblenz and Landau (DE)
University of Alabama (US)
Corresponding author: Beatty, Sharon E.
ORCID: Beatty, Sharon E.
Venue: Journal of the Academy of Marketing Science
Publisher: Springer Science and Business Media LLC
Published: 2007-03
Volume: 35
Issue: 1
Pages: 127-143
ISSN: 0092-0703 (ISSN-L)
1552-7824
DOI: 10.1007/s11747-007-0015-7
OpenAlex: W2076361923
Cited by: 899
References: 118
Citations by year: 2026: 39 · 2025: 33 · 2024: 57 · 2023: 68 · 2022: 63 · 2021: 65 · 2020: 52 · 2019: 72 · 2018: 61 · 2017: 64 · 2016: 54 · 2015: 49 · 2014: 59 · 2013: 42 · 2012: 51
FWCI: 38.80
Type: journal article
Language: en
Open access: closed
Licence: www.springer.com/tdm (tdm)
www.springer.com/tdm (vor)
Locations: Journal of the Academy of Marketing Science (publishedVersion)
Strathprints: The University of Strathclyde institutional repository (University of Strathclyde) (acceptedVersion)
Topics: Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Identity and Reputation
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
Keywords: corporate reputation, service companies, scale development, customer orientation, employer attractiveness, financial strength, product and service quality, socio-environmental responsibility, customer satisfaction, customer loyalty, consumer trust, word of mouth

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