Competence and Benevolence of Contact Personnel in the Perceived Corporate Reputation: An Empirical Study in Financial Services
Integrity signals
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The competence and benevolence attitudes of service staff affect customers' perception of reputation of financial service firms.
“Nguyen (2010) highlighted the importance of competence and benevolence attitudes of service staff on customers’ perception of reputation of financial service firms.”
From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Nguyen (2010)
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Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25 · see citing works
- Authors
- Nguyen, N.
- Affiliations
- Université de Moncton (CA)
- Corresponding author
- Nguyen, Nha
- Venue
- Corporate Reputation Review
- Published
- 2010-01
- Volume
- 12
- Issue
- 4
- Pages
- 345-356
- ISSN
- 1363-3589 (ISSN-L)
- 1479-1889
- OpenAlex
- W1966991974
- Cited by
- 32
- References
- 48
- Citations by year
- 2026: 1 · 2024: 1 · 2023: 4 · 2022: 4 · 2021: 4 · 2020: 1 · 2019: 4 · 2018: 2 · 2016: 4 · 2015: 1 · 2014: 5 · 2013: 1
- FWCI
- 0.63
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- www.springer.com/tdm (tdm)
- Locations
- Corporate Reputation Review (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Identity and Reputation
- Social Sciences › Business, Management and Accounting › Marketing › Marketing and Advertising Strategies
- Keywords
- corporate reputation, contact personnel, employee competence, benevolence, consumer perception, financial services, service marketing, relationship marketing, moderating effect, service quality
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