The customer-based corporate reputation scale: Replication and short form
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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 et al. 2009
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Walsh, G., Schaarschmidt, M., & Ivens, S. (2017) · Journal of Product & Brand Management · doi:10.1108/jpbm-07-2016-1267 · Cited by 69 · see citing works
Self-citationKautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
- Authors
- Walsh, G., Beatty, S. E., & Shiu, E. M. K.
- Affiliations
- University of Koblenz and Landau (DE)
- University of Alabama (US)
- University of Strathclyde (GB)
- Corresponding author
- Walsh, Gianfranco
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2009-10
- Volume
- 62
- Issue
- 10
- Pages
- 924-930
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W1985328089
- Cited by
- 238
- References
- 27
- Citations by year
- 2026: 12 · 2025: 12 · 2024: 13 · 2023: 11 · 2022: 11 · 2021: 17 · 2020: 27 · 2019: 18 · 2018: 19 · 2017: 18 · 2016: 13 · 2015: 20 · 2014: 21 · 2013: 8 · 2012: 7
- FWCI
- 11.16
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Business Research (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Funders
- Rocky Mountain Research Station
- 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, scale development, short-form scale, cross-cultural validity, consumer perception, scale replication, dimensionality
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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