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首页> 外文期刊>Journal of Business Research >Reputation and intentions: The role of satisfaction, identification, and commitment
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Reputation and intentions: The role of satisfaction, identification, and commitment

机译：声誉和意图：满意度，认同感和承诺的作用

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摘要

This study proposes and tests a model that examines three relationship quality constructs as intervening factors between corporate reputation and behavioral intentions. Data were collected front Chinese guests of six different hotels over an eight-week period. The initial results showed that overall customer satisfaction significantly impacted customer-company identification, customer commitment, repurchase intentions, and word-of-mouth intentions. Customer-company identification had a positive influence on customer commitment and word-of-mouth intentions. Customer commitment significantly influenced repurchase intentions. Due to Type I error rate concerns, the Bonferroni-type procedure was applied. Bootstrap analysis and the Bonferroni-adjusted alpha level were utilized, which resulted in the removal of the customer-company identification construct. The updated findings confirm that corporate reputation had a positive influence on customer satisfaction and commitment. Customer satisfaction significantly impacted customer commitment, repurchase intentions, and word-of-mouth intentions. The findings add to our understanding of haw corporate reputation contributes to relationship building. (C) 2016 Elsevier Inc. All rights reserved.
机译：这项研究提出并测试了一个模型，该模型考察了三种关系质量构造作为企业声誉和行为意图之间的干预因素。数据是在八周的时间内收集了六家不同酒店的前中国客人的数据。初步结果表明，总体客户满意度显着影响了客户公司识别，客户承诺，回购意向和口口相传意图。客户公司识别对客户承诺和口碑表达有积极影响。客户的承诺极大地影响了回购意向。由于类型I的错误率问题，因此应用了Bonferroni类型的过程。利用Bootstrap分析和Bonferroni调整的alpha级别，从而删除了客户公司识别结构。最新发现证实，企业声誉对客户满意度和承诺有积极影响。客户满意度显着影响了客户承诺，回购意图和口碑传播意图。这些发现加深了我们对公司声誉如何有助于建立关系的理解。 （C）2016 Elsevier Inc.保留所有权利。

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  • 来源
    《Journal of Business Research》 |2016年第9期|3261-3269|共9页
  • 作者

    Su Lujun; Swanson Scott R.; Chinchanachokchai Sydney; Hsu Maxwell K.; Chen Xiaohong;

  • 作者单位

    Cent S Univ, Sch Business, Collaborat Innovat Ctr Resource Conserving & Envi, Mobile E Business Collaborat Innovat Ctr Hunan Pr, Changsha 41003, Hunan, Peoples R China;

    Univ Wisconsin, Management & Mkt Dept, Eau Claire, WI 54701 USA;

    Univ Wisconsin, Management & Mkt Dept, Eau Claire, WI 54701 USA;

    Univ Wisconsin, Dept Mkt, 800 West Main St, Whitewater, WI 53190 USA;

    Cent S Univ, Sch Business, Collaborat Innovat Ctr Resource Conserving & Envi, Mobile E Business Collaborat Innovat Ctr Hunan Pr, Changsha 41003, Hunan, Peoples R China;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Corporate reputation; Satisfaction; Identification; Commitment; Intentions;

    机译：企业声誉;满意度;识别;承诺;意图;

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