메뉴 건너뛰기




Volumn 64, Issue 10, 2011, Pages 1089-1096

Customer satisfaction and brand equity

Author keywords

Brand equity; Corporate social responsibility; Customer loyalty; Shareholders' commitment

Indexed keywords


EID: 79959991115     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2010.12.001     Document Type: Article
Times cited : (85)

References (55)
  • 1
    • 84947016103 scopus 로고
    • The value of brand equity
    • (July/August)
    • Aaker D.A. The value of brand equity. J Bus Strategy 1992, 13:27-32. (July/August).
    • (1992) J Bus Strategy , vol.13 , pp. 27-32
    • Aaker, D.A.1
  • 2
    • 0242361144 scopus 로고    scopus 로고
    • Revenue premium as an outcome measure of brand equity
    • (October)
    • Ailawadi K.L., Lehmann D.R., Neslin S.A. Revenue premium as an outcome measure of brand equity. J Mark 2003, 67:1-17. (October).
    • (2003) J Mark , vol.67 , pp. 1-17
    • Ailawadi, K.L.1    Lehmann, D.R.2    Neslin, S.A.3
  • 3
    • 0001782958 scopus 로고
    • Marketing, strategic planning and the theory of the firm
    • Anderson P.F. Marketing, strategic planning and the theory of the firm. J Mark 1982, 46(2):15-26.
    • (1982) J Mark , vol.46 , Issue.2 , pp. 15-26
    • Anderson, P.F.1
  • 4
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson E.W., Sullivan M. The antecedents and consequences of customer satisfaction for firms. Mark Sci 1993, 12:125-143.
    • (1993) Mark Sci , vol.12 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.2
  • 5
    • 8644224809 scopus 로고    scopus 로고
    • Customer satisfaction and shareholder value
    • Anderson E.W., Fornell C., Mazvancheryl S.K. Customer satisfaction and shareholder value. J Mark 2004, 68:172-185.
    • (2004) J Mark , vol.68 , pp. 172-185
    • Anderson, E.W.1    Fornell, C.2    Mazvancheryl, S.K.3
  • 6
    • 0034148454 scopus 로고    scopus 로고
    • Customer satisfaction cues to support market segmentation and explain switching behavior
    • Athanassopoulos A.D. Customer satisfaction cues to support market segmentation and explain switching behavior. J Bus Res 2000, 47(3):191-207.
    • (2000) J Bus Res , vol.47 , Issue.3 , pp. 191-207
    • Athanassopoulos, A.D.1
  • 7
    • 0002843797 scopus 로고
    • An empirical measure of corporate social orientation
    • Aupperle K.E. An empirical measure of corporate social orientation. Res Corp Soc Perform Policy 1984, 6:27-54.
    • (1984) Res Corp Soc Perform Policy , vol.6 , pp. 27-54
    • Aupperle, K.E.1
  • 8
    • 48749123108 scopus 로고    scopus 로고
    • Controlling for endogeneity with instrumental variables in strategic management
    • Bascle G. Controlling for endogeneity with instrumental variables in strategic management. Strateg Organ 2008, 6:285-327. 10.1177/1476127008094339.
    • (2008) Strateg Organ , vol.6 , pp. 285-327
    • Bascle, G.1
  • 10
    • 0347439285 scopus 로고    scopus 로고
    • Observations: building brand equity by managing the brand's relationship
    • Blackston M. Observations: building brand equity by managing the brand's relationship. J Advert Res 2000, 40:101-105.
    • (2000) J Advert Res , vol.40 , pp. 101-105
    • Blackston, M.1
  • 11
    • 33747518042 scopus 로고    scopus 로고
    • Brand councils that care: towards the convergence of branding and corporate social responsibility
    • Blumenthal D., Bergstrom A.J. Brand councils that care: towards the convergence of branding and corporate social responsibility. J Brand Manage 2003, 10(4/5):327-341.
    • (2003) J Brand Manage , vol.10 , Issue.4-5 , pp. 327-341
    • Blumenthal, D.1    Bergstrom, A.J.2
  • 12
    • 0010836179 scopus 로고    scopus 로고
    • Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study
    • Brady M.K., Robertson C.J. Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. J Bus Res 2001, 51(1):53-60.
    • (2001) J Bus Res , vol.51 , Issue.1 , pp. 53-60
    • Brady, M.K.1    Robertson, C.J.2
  • 13
    • 34547143123 scopus 로고    scopus 로고
    • Corporate social responsibility and managerial entrenchment
    • Cespa G., Cestone G. Corporate social responsibility and managerial entrenchment. J Econ Manage Strategy 2007, 16(3):741-771.
    • (2007) J Econ Manage Strategy , vol.16 , Issue.3 , pp. 741-771
    • Cespa, G.1    Cestone, G.2
  • 14
    • 0000975241 scopus 로고
    • Advertising. R&D expenditures and the market value of the firm
    • Chauvin K.W., Hirschey M. Advertising. R&D expenditures and the market value of the firm. Financ Manage 1993, 22(4):128-140.
    • (1993) Financ Manage , vol.22 , Issue.4 , pp. 128-140
    • Chauvin, K.W.1    Hirschey, M.2
  • 15
    • 0000840371 scopus 로고    scopus 로고
    • Ownership structure and corporate performance
    • Demsetz K., Villalonga B. Ownership structure and corporate performance. J Corp Finance 2001, 7:209-233.
    • (2001) J Corp Finance , vol.7 , pp. 209-233
    • Demsetz, K.1    Villalonga, B.2
  • 16
    • 21844463321 scopus 로고
    • The stakeholder theory of the corporation: concepts, evidence, and implications
    • Donaldson T.L., Preston L.E. The stakeholder theory of the corporation: concepts, evidence, and implications. Acad Manage Rev 1995, 20:65-91.
    • (1995) Acad Manage Rev , vol.20 , pp. 65-91
    • Donaldson, T.L.1    Preston, L.E.2
  • 17
    • 32044435192 scopus 로고    scopus 로고
    • Customer satisfaction and stock prices: high returns, low risk
    • Fornell C., Mithas S., Morgeson F.V., Krishnan M.S. Customer satisfaction and stock prices: high returns, low risk. J Mark 2006, 70:3-14.
    • (2006) J Mark , vol.70 , pp. 3-14
    • Fornell, C.1    Mithas, S.2    Morgeson, F.V.3    Krishnan, M.S.4
  • 18
    • 84965736345 scopus 로고
    • The world of the world of Coca-Cola
    • Friedman T. The world of the world of Coca-Cola. Commun Res 1992, 19(5):642-662.
    • (1992) Commun Res , vol.19 , Issue.5 , pp. 642-662
    • Friedman, T.1
  • 19
    • 0031991755 scopus 로고    scopus 로고
    • External moderation of associations among stakeholder orientations and company performance
    • Greenlay G.E., Foxall G.R. External moderation of associations among stakeholder orientations and company performance. Int J Res Mark 1998, 15(1):51-69.
    • (1998) Int J Res Mark , vol.15 , Issue.1 , pp. 51-69
    • Greenlay, G.E.1    Foxall, G.R.2
  • 20
    • 26944433718 scopus 로고    scopus 로고
    • Market orientation in a multiple stakeholder orientation context: implications for marketing capabilities and assets
    • Greenley G.E., Hooley G.J., Rudd J.M. Market orientation in a multiple stakeholder orientation context: implications for marketing capabilities and assets. J Bus Res 2005, 58:1483-1494.
    • (2005) J Bus Res , vol.58 , pp. 1483-1494
    • Greenley, G.E.1    Hooley, G.J.2    Rudd, J.M.3
  • 21
    • 0000171195 scopus 로고    scopus 로고
    • The corporate social performance and corporate financial performance debate. Twenty-five years of incomparable research
    • Griffin J.J., Mahon J.F. The corporate social performance and corporate financial performance debate. Twenty-five years of incomparable research. Bus Soc 1997, 36(1):5-31.
    • (1997) Bus Soc , vol.36 , Issue.1 , pp. 5-31
    • Griffin, J.J.1    Mahon, J.F.2
  • 22
    • 22544438450 scopus 로고    scopus 로고
    • Customer satisfaction, cash flow, and shareholder value
    • (July)
    • Gruca T.S., Rego L.L. Customer satisfaction, cash flow, and shareholder value. J Mark 2005, 69:115-130. (July).
    • (2005) J Mark , vol.69 , pp. 115-130
    • Gruca, T.S.1    Rego, L.L.2
  • 23
    • 33644634681 scopus 로고    scopus 로고
    • Valuation of trademarks and brand names
    • Premier Books, London, R. Perrier (Ed.)
    • Haigh D., Perrier R. Valuation of trademarks and brand names. Brand valuation 1997, 19-24. Premier Books, London. 3d ed. R. Perrier (Ed.).
    • (1997) Brand valuation , pp. 19-24
    • Haigh, D.1    Perrier, R.2
  • 24
    • 21944442538 scopus 로고    scopus 로고
    • External customer satisfaction as a performance measure of the management of a research and development department
    • Hirons E., Simon A. External customer satisfaction as a performance measure of the management of a research and development department. Int J Qual Reliab Manage 1998, 15(8/9):969-987.
    • (1998) Int J Qual Reliab Manage , vol.15 , Issue.8-9 , pp. 969-987
    • Hirons, E.1    Simon, A.2
  • 25
    • 84992898030 scopus 로고    scopus 로고
    • Customer equity management. Chartering new directions for future marketing
    • (August)
    • Hogan J.E., Lemon K.N., Rust R.T. Customer equity management. Chartering new directions for future marketing. J Serv Res 2002, 1:4-12. (August).
    • (2002) J Serv Res , vol.1 , pp. 4-12
    • Hogan, J.E.1    Lemon, K.N.2    Rust, R.T.3
  • 26
    • 0035536553 scopus 로고    scopus 로고
    • Toward a descriptive stakeholder theory: an organizational life cycle approach
    • Jawahar I.M., McLaughlin G.L. Toward a descriptive stakeholder theory: an organizational life cycle approach. Acad Manage Rev 2001, 26(3):397-414.
    • (2001) Acad Manage Rev , vol.26 , Issue.3 , pp. 397-414
    • Jawahar, I.M.1    McLaughlin, G.L.2
  • 27
    • 21844519987 scopus 로고
    • Instrumental stakeholder theory: a synthesis of ethics and economics
    • Jones T.M. Instrumental stakeholder theory: a synthesis of ethics and economics. Acad Manage Rev 1995, 20(2):404-437.
    • (1995) Acad Manage Rev , vol.20 , Issue.2 , pp. 404-437
    • Jones, T.M.1
  • 28
    • 21144478550 scopus 로고
    • Conceptualizing, measuring and managing brand equity
    • (January)
    • Keller K.L. Conceptualizing, measuring and managing brand equity. J Mark 1993, 57:1-22. (January).
    • (1993) J Mark , vol.57 , pp. 1-22
    • Keller, K.L.1
  • 29
    • 0042229183 scopus 로고    scopus 로고
    • Brand synthesis: the multidimensionality of brand knowledge
    • (March)
    • Keller K.L. Brand synthesis: the multidimensionality of brand knowledge. J Consum Res 2003, 20:595-600. (March).
    • (2003) J Consum Res , vol.20 , pp. 595-600
    • Keller, K.L.1
  • 30
    • 33847049935 scopus 로고    scopus 로고
    • Brands and branding: research findings and future priorities
    • Keller K.L., Lehmann D.R. Brands and branding: research findings and future priorities. Mark Sci 2006, 25(6):740-759.
    • (2006) Mark Sci , vol.25 , Issue.6 , pp. 740-759
    • Keller, K.L.1    Lehmann, D.R.2
  • 31
    • 0038910424 scopus 로고
    • Strategy, social responsibility and implementation
    • Kraft K., Hage J. Strategy, social responsibility and implementation. J Bus Ethics 1990, 9(1):11-19.
    • (1990) J Bus Ethics , vol.9 , Issue.1 , pp. 11-19
    • Kraft, K.1    Hage, J.2
  • 32
    • 0033366416 scopus 로고    scopus 로고
    • Customer satisfaction for financial services: the role of products, services, and information technology
    • Krishnan M.S., Ramaswamy V., Meyer M.C., Damien P. Customer satisfaction for financial services: the role of products, services, and information technology. Manage Sci 1999, 45(9):1194-1209.
    • (1999) Manage Sci , vol.45 , Issue.9 , pp. 1194-1209
    • Krishnan, M.S.1    Ramaswamy, V.2    Meyer, M.C.3    Damien, P.4
  • 33
    • 0002350933 scopus 로고    scopus 로고
    • Agency costs, risk management, and capital structure
    • Leland H.E. Agency costs, risk management, and capital structure. J Finance 1998, 53(4):1213-1243. 10.1111/0022-1082.00051.
    • (1998) J Finance , vol.53 , Issue.4 , pp. 1213-1243
    • Leland, H.E.1
  • 34
    • 15544387106 scopus 로고    scopus 로고
    • Stakeholder orientation and business performance: the case of service companies in China
    • Luk ChL, Yau O.H.M., Chow R.P.M., Tse A.C.B., Sin L.Y.M. Stakeholder orientation and business performance: the case of service companies in China. J Int Mark 2005, 13(1):89-110.
    • (2005) J Int Mark , vol.13 , Issue.1 , pp. 89-110
    • Luk, C.1    Yau, O.H.M.2    Chow, R.P.M.3    Tse, A.C.B.4    Sin, L.Y.M.5
  • 35
    • 33750806019 scopus 로고    scopus 로고
    • Corporate social responsibility, customer satisfaction, and market value
    • (October)
    • Luo X., Bhattacharya C.B. Corporate social responsibility, customer satisfaction, and market value. J Mark 2006, 70:1-18. (October).
    • (2006) J Mark , vol.70 , pp. 1-18
    • Luo, X.1    Bhattacharya, C.B.2
  • 36
    • 33644611418 scopus 로고    scopus 로고
    • Brands matter: an empirical demonstration of the creation of shareholder value through branding
    • Madden T.J., Fehle F., Fournier S. Brands matter: an empirical demonstration of the creation of shareholder value through branding. J Acad Mark Sci 2006, 34(2):224-235.
    • (2006) J Acad Mark Sci , vol.34 , Issue.2 , pp. 224-235
    • Madden, T.J.1    Fehle, F.2    Fournier, S.3
  • 38
    • 0001200270 scopus 로고
    • Corporate social responsibility and firm financial performance
    • McGuire J.B., Sundgren A., Schneeweis T. Corporate social responsibility and firm financial performance. Acad Manage J 1988, 31(4):854-872.
    • (1988) Acad Manage J , vol.31 , Issue.4 , pp. 854-872
    • McGuire, J.B.1    Sundgren, A.2    Schneeweis, T.3
  • 39
    • 0001797146 scopus 로고
    • A stakeholder approach to marketing management using the value exchange model
    • Miller R.L., Lewis W.F. A stakeholder approach to marketing management using the value exchange model. Eur J Mark 1991, 25(8):55-68.
    • (1991) Eur J Mark , vol.25 , Issue.8 , pp. 55-68
    • Miller, R.L.1    Lewis, W.F.2
  • 41
    • 0031529953 scopus 로고    scopus 로고
    • Toward a theory of stakeholder identification and salience: defining the principle of who and what really counts
    • Mitchell R.K., Agle B.R., Wood D.J. Toward a theory of stakeholder identification and salience: defining the principle of who and what really counts. Acad Manage Rev 1997, 22(4):853-886.
    • (1997) Acad Manage Rev , vol.22 , Issue.4 , pp. 853-886
    • Mitchell, R.K.1    Agle, B.R.2    Wood, D.J.3
  • 42
    • 29144506678 scopus 로고    scopus 로고
    • Dual emphasis and the long-term financial impact of customer satisfaction
    • Mittal V., Anderson E.W., Sayrak A., Tadikamalla P. Dual emphasis and the long-term financial impact of customer satisfaction. Mark Sci 2005, 24(4):544-555.
    • (2005) Mark Sci , vol.24 , Issue.4 , pp. 544-555
    • Mittal, V.1    Anderson, E.W.2    Sayrak, A.3    Tadikamalla, P.4
  • 43
    • 33645896609 scopus 로고
    • Management ownership and market valuation: an empirical analysis
    • Morck R., Shleifer A., Vishny R. Management ownership and market valuation: an empirical analysis. J Financ Econ 1988, 20(1/2):293-315.
    • (1988) J Financ Econ , vol.20 , Issue.1-2 , pp. 293-315
    • Morck, R.1    Shleifer, A.2    Vishny, R.3
  • 44
    • 22544441913 scopus 로고    scopus 로고
    • Understanding firms' customer satisfaction information usage
    • (July)
    • Morgan N.A., Anderson E.W., Mittal V. Understanding firms' customer satisfaction information usage. J Mark 2005, 69:131-151. (July).
    • (2005) J Mark , vol.69 , pp. 131-151
    • Morgan, N.A.1    Anderson, E.W.2    Mittal, V.3
  • 46
    • 16244387672 scopus 로고    scopus 로고
    • Managers, workers, and corporate control
    • Pagano M., Volpin P. Managers, workers, and corporate control. J Finance 2005, 60:841-868.
    • (2005) J Finance , vol.60 , pp. 841-868
    • Pagano, M.1    Volpin, P.2
  • 47
    • 0011466880 scopus 로고
    • Stakeholders, stockholders, managers: who gain what from corporate governance?
    • ME Sharpe, Armonk, London, A. Etzioni, P. Lawrence (Eds.)
    • Preston L., Sapienza H., Millar R. Stakeholders, stockholders, managers: who gain what from corporate governance?. Socio-economics: toward a new synthesis 1991, 149-166. ME Sharpe, Armonk, London. A. Etzioni, P. Lawrence (Eds.).
    • (1991) Socio-economics: toward a new synthesis , pp. 149-166
    • Preston, L.1    Sapienza, H.2    Millar, R.3
  • 48
    • 0001232952 scopus 로고
    • Determinants of corporate social responsibility disclosure: an application of stakeholder theory
    • Roberts R. Determinants of corporate social responsibility disclosure: an application of stakeholder theory. Acc Organ Soc 1992, 17(6):595-612.
    • (1992) Acc Organ Soc , vol.17 , Issue.6 , pp. 595-612
    • Roberts, R.1
  • 49
    • 0031510753 scopus 로고    scopus 로고
    • A resource-based perspective on corporate environmental performance and profitability
    • Russo M.V., Fouts P.A. A resource-based perspective on corporate environmental performance and profitability. Acad Manage J 1997, 40(3):534-559.
    • (1997) Acad Manage J , vol.40 , Issue.3 , pp. 534-559
    • Russo, M.V.1    Fouts, P.A.2
  • 50
    • 0347372296 scopus 로고
    • The measurement and determinants of brand equity: a financial approach
    • Simon C.J., Sullivan M.W. The measurement and determinants of brand equity: a financial approach. Mark Sci 1993, 12(1):28-52.
    • (1993) Mark Sci , vol.12 , Issue.1 , pp. 28-52
    • Simon, C.J.1    Sullivan, M.W.2
  • 51
    • 45349086293 scopus 로고    scopus 로고
    • Managerial entrenchment and corporate social performance
    • Surroca J., Tribó J. Managerial entrenchment and corporate social performance. J Bus Finance Acc 2008, 35(5):748-789.
    • (2008) J Bus Finance Acc , vol.35 , Issue.5 , pp. 748-789
    • Surroca, J.1    Tribó, J.2
  • 52
    • 0001062886 scopus 로고
    • Data in search of a theory: a critical examination of the relationship among social performance, social disclosure and economic performance of U.S. firms
    • Ullman A. Data in search of a theory: a critical examination of the relationship among social performance, social disclosure and economic performance of U.S. firms. Acad Manage Rev 1985, 10(1/2):540-557.
    • (1985) Acad Manage Rev , vol.10 , Issue.1-2 , pp. 540-557
    • Ullman, A.1
  • 53
    • 1842812537 scopus 로고    scopus 로고
    • Intangible resources, Tobin's q, and sustainability of performance differences
    • Villalonga B. Intangible resources, Tobin's q, and sustainability of performance differences. J Econ Behav Organ 2004, 54(2):205-230.
    • (2004) J Econ Behav Organ , vol.54 , Issue.2 , pp. 205-230
    • Villalonga, B.1
  • 54
    • 0001640778 scopus 로고    scopus 로고
    • The corporate social performance-financial performance link
    • Waddock S.A., Graves S.B. The corporate social performance-financial performance link. Strateg Manage J 1997, 18(4):303-319.
    • (1997) Strateg Manage J , vol.18 , Issue.4 , pp. 303-319
    • Waddock, S.A.1    Graves, S.B.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.