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Cues used by customers evaluating corporate image in service firms

152 citations0/0 files storedInternational Journal of Service Industry Management

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Corporate Identity and Reputation Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification

Abstract

Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate image in service firms.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979Review of Psychometric theory (2nd ed.).1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1984A Service Quality Model and its Marketing Implications 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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