Conference
The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry
Abstract
Purpose The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 …
Authors
Bontis N; Booker LD; Serenko A
Volume
45
Pagination
pp. 1426-1445
Publisher
Emerald
Publication Date
October 23, 2007
DOI
10.1108/00251740710828681
Conference proceedings
Management Decision
Issue
9
ISSN
0025-1747