메뉴 건너뛰기




Volumn 16, Issue 3, 2008, Pages 119-144

Online corporate brand image, satisfaction and loyalty

Author keywords

Links with customer satisfaction and loyalty; Measuring corporate brands; Online image

Indexed keywords


EID: 84984732424     PISSN: 1350231X     EISSN: 14791803     Source Type: Journal    
DOI: 10.1057/palgrave.bm.2550137     Document Type: Article
Times cited : (66)

References (57)
  • 1
    • 33744782442 scopus 로고    scopus 로고
    • Incorporating business unit managers. Perspectives in corporate branding strategy decision making
    • Van Riel, M. B. C. and Van Bruggen, H. G. (2002)‘Incorporating business unit managers. perspectives in corporate branding strategy decision making’. Corporate Reputation Review. Vol. 5. pp. 241-251.
    • (2002) Corporate Reputation Review , vol.5 , pp. 241-251
    • Van Riel, M.B.C.1    Van Bruggen, H.G.2
  • 2
    • 0038020650 scopus 로고    scopus 로고
    • Developing corporate brands through considering internal and external stakeholders
    • de Chernatony, L. and Harris, F. (2000) ‘Developing corporate brands through considering internal and external stakeholders’. Corporate Reputation Review. Vol. 3. pp. 268-274.
    • (2000) Corporate Reputation Review , vol.3 , pp. 268-274
    • De Chernatony, L.1    Harris, F.2
  • 3
    • 80053062389 scopus 로고    scopus 로고
    • Reputation: Realising Value from the Corporate Image
    • Fombrun, C. (1996) ‘Reputation: Realising Value from the Corporate Image’. Harvard Business School, Boston MA.
    • (1996) Harvard Business School, Boston MA
    • Fombrun, C.1
  • 4
    • 1442278629 scopus 로고    scopus 로고
    • Brand Management through narrowing the gap between brand identity and brand reputation
    • De Chernatony, L. (1999) ‘Brand Management through narrowing the gap between brand identity and brand reputation’.Journal of Marketing Management. Vol. 15. pp. 39-56.
    • (1999) Journal of Marketing Management , vol.15 , pp. 39-56
    • De Chernatony, L.1
  • 5
    • 0004198405 scopus 로고    scopus 로고
    • Macmillan Press Ltd, Great Britain
    • Ind, N. (1997) ‘The Corporate Brand’. Macmillan Press Ltd, Great Britain.
    • (1997) The Corporate Brand
    • Ind, N.1
  • 6
    • 85135556923 scopus 로고    scopus 로고
    • Corporate brands: What are they? What of them
    • Balmer, J. M. T. and Gray, E. R. (2003) ‘Corporate brands: What are they? What of them’. European Journal of Marketing. Vol. 37. pp. 972-997.
    • (2003) European Journal of Marketing , vol.37 , pp. 972-997
    • Balmer, J.M.T.1    Gray, E.R.2
  • 7
    • 13844258170 scopus 로고    scopus 로고
    • Corporate Reputation and Competitiveness
    • London, UK
    • Davies, G., Chun, R., Da Silva, R. and Roper, S., (2003) ‘Corporate Reputation and Competitiveness’. Routledge, London, UK.
    • (2003) Routledge
    • Davies, G.1    Chun, R.2    Da Silva, R.3    Roper, S.4
  • 9
    • 0042229183 scopus 로고    scopus 로고
    • ‘Brand synthesis: The multidimensionality of brand knowledge
    • Keller, K. L. (2003) ‘Brand synthesis: The multidimensionality of brand knowledge. Journal of Consumer Research, Vol. 29, pp. 595-600.
    • (2003) Journal of Consumer Research , vol.29 , pp. 595-600
    • Keller, K.L.1
  • 10
    • 17844405574 scopus 로고    scopus 로고
    • ‘Understanding retail branding: Conceptual insights and research priorities
    • Ailwadi, K. L. and Keller, K. L. (2004) ‘Understanding retail branding: Conceptual insights and research priorities. Journal of Retailing. Vol. 80. pp. 331-342.
    • (2004) Journal of Retailing , vol.80 , pp. 331-342
    • Ailwadi, K.L.1    Keller, K.L.2
  • 11
    • 0001893172 scopus 로고
    • Meaning of image’
    • Lindquist, J. D. (1974/75).Meaning of image’. Journal of Retailing. Vol. 50 . pp. 29-116.
    • (1974) Journal of Retailing , vol.50 , pp. 29-116
    • Lindquist, J.D.1
  • 12
    • 84984729029 scopus 로고    scopus 로고
    • Store image in the UK fashion sector: Consumer versus retailer perceptions. The International Review of Retail, Distribution and Consumer Research
    • Birtwistle, G., Clarke, I. and Freathy, P., (1999) ‘Store image in the UK fashion sector: Consumer versus retailer perceptions’. The International Review of Retail, Distribution and Consumer Research. Vol. 9 . pp. 1-6.
    • (1999) Vol. 9 , pp. 1-6
    • Birtwistle, G.1    Clarke, I.2    Freathy, P.3
  • 13
    • 2442596968 scopus 로고    scopus 로고
    • Consumer evaluations of store brands: Effect of store image and product attributes
    • Semeijn, J., Van Riel, A. C. R. and Ambrosini, A. B. (2004) ‘Consumer evaluations of store brands: Effect of store image and product attributes’. Journal of Retailing and Consumer Services. Vol. 11. pp. 247-258.
    • (2004) Journal of Retailing and Consumer Services , vol.11 , pp. 247-258
    • Semeijn, J.1    Van Riel, A.C.R.2    Ambrosini, A.B.3
  • 14
    • 85053919538 scopus 로고    scopus 로고
    • Corporate branding: A framework for E-retailers
    • Merrilees, B. and Louise Fry, M. (2002) ‘Corporate branding: A framework for E-retailers’ . Corporate Reputation Review. Vol. 5 . pp. 213—225.
    • (2002) Corporate Reputation Review , vol.5 , pp. 213-225
    • Merrilees, B.1    Louise Fry, M.2
  • 15
    • 1242263530 scopus 로고    scopus 로고
    • Online store image: Conceptual foundations and empirical measurement. Information and Management
    • Heijden Van der, H. and Verhagen, T. (2004)‘Online store image: Conceptual foundations and empirical measurement’. Information and Management. Vol. 41. pp. 609—617.
    • (2004) , vol.41 , pp. 609-617
    • Heijden Van Der, H.1    Verhagen, T.2
  • 16
    • 85053914885 scopus 로고    scopus 로고
    • ‘Gaps between the internal and external perceptions of the corporate brand
    • Davies, G. and Chun, R. (2002) ‘Gaps between the internal and external perceptions of the corporate brand’. Corporate Reputation Review. Vol. 5 .pp. 144-158.
    • (2002) Corporate Reputation Review , vol.5 , pp. 144-158
    • Davies, G.1    Chun, R.2
  • 17
    • 27644501281 scopus 로고    scopus 로고
    • Corporate character scale to assess employee and customer views of organisation reputation
    • Davies, G., Chun, R., DaSilva, R. and Roper, S.(2004) ‘Corporate character scale to assess employee and customer views of organisation reputation’ . Corporate Reputation Review. Vol. 7 . pp. 125-146.
    • (2004) Corporate Reputation Review , vol.7 , pp. 125-146
    • Davies, G.1    Chun, R.2    Dasilva, R.3    Roper, S.4
  • 18
    • 29144533157 scopus 로고
    • Planning the Corporate Reputation
    • London, UK
    • Markham, V. (1972) ‘Planning the Corporate Reputation’ . George Allen and Unwin, London, UK.
    • (1972) George Allen and Unwin
    • Markham, V.1
  • 19
    • 0039817432 scopus 로고
    • Basic dimensions of the corporate image’
    • Spector, A. J. (1961) .Basic dimensions of the corporate image’ . Journal of Marketing. Vol. 25 . pp. 47-51.
    • (1961) Journal of Marketing , vol.25 , pp. 47-51
    • Spector, A.J.1
  • 20
    • 0005709978 scopus 로고
    • Developing New Brands
    • London, UK
    • King, S. (1973) ‘Developing New Brands’ . Pitman, London, UK.
    • (1973) Pitman
    • King, S.1
  • 22
  • 23
    • 0347121841 scopus 로고    scopus 로고
    • Drivers of intention to revisit the websites of well-known companies
    • Supphellen, M. and Nysveen, H. (2001) ‘Drivers of intention to revisit the websites of well-known companies’ . International Journal of Market Research. Vol. 43. pp. 341-352.
    • (2001) International Journal of Market Research , vol.43 , pp. 341-352
    • Supphellen, M.1    Nysveen, H.2
  • 24
    • 34250161362 scopus 로고    scopus 로고
    • ‘The influence of corporate credibility on consumer attitudes and purchase intent
    • Goldsmith, R. E., Lafferty, B. A. and Newell, S. J. (2000) ‘The influence of corporate credibility on consumer attitudes and purchase intent’, Corporate Reputation Review.Vol. 3 . pp. 304-318.
    • (2000) Corporate Reputation Review , vol.3 , pp. 304-318
    • Goldsmith, R.E.1    Lafferty, B.A.2    Newell, S.J.3
  • 25
    • 0012447667 scopus 로고    scopus 로고
    • Re-appraising the concept of brand image
    • Patterson, M. (1999) ‘Re-appraising the concept of brand image’ . Journal of Brand Management. Vol. 6, pp. 409-426.
    • (1999) Journal of Brand Management , vol.6 , pp. 409-426
    • Patterson, M.1
  • 26
    • 0031478211 scopus 로고    scopus 로고
    • Dimensions of brand personality
    • Aaker, J. L. (1997) ‘Dimensions of brand personality’ . Journal of Marketing Research. Vol. 34 . pp. 342-352.
    • (1997) Journal of Marketing Research , vol.34 , pp. 342-352
    • Aaker, J.L.1
  • 27
    • 0011939750 scopus 로고
    • ‘Customer satisfaction, market share, and profitability: Findings from Sweden
    • Anderson, E. W., Fornell, C. and Lehman, D. R. (1994) ‘Customer satisfaction, market share, and profitability: Findings from Sweden . Journal of Marketing. Vol. 58 . pp. 53-66.
    • (1994) Journal of Marketing , vol.58 , pp. 53-66
    • Anderson, E.W.1    Fornell, C.2    Lehman, D.R.3
  • 28
    • 5444222313 scopus 로고    scopus 로고
    • Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction
    • Ittner, C. D. and Larcker, D. F. (1998) ‘Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction’ . Journal of Accounting Research. Vol. 36 . pp. 1-35.
    • (1998) Journal of Accounting Research , vol.36 , pp. 1-35
    • Ittner, C.D.1    Larcker, D.F.2
  • 29
    • 0002472115 scopus 로고
    • A Critical Review of Consumer Satisfaction’
    • VL. Zeitham (ed.), Chicago . nn
    • Yi, Y. J. (1990) ‘A Critical Review of Consumer Satisfaction’ . in VL. Zeitham (ed.) .Review of Marketing’, American Marketing Association, Chicago . nn. 68-123.
    • (1990) Review of Marketing’, American Marketing Association , pp. 68-123
    • Yi, Y.J.1
  • 30
    • 0002106437 scopus 로고
    • Cognitive, affective, and attribute based of the satisfaction response
    • Oliver, R. L. (1993) ‘Cognitive, affective, and attribute based of the satisfaction response’ .Journal of Consumer Research. Vol. 20 . pp. 418-430.
    • (1993) Journal of Consumer Research , vol.20 , pp. 418-430
    • Oliver, R.L.1
  • 31
    • 0002757343 scopus 로고
    • Measurement and evaluation of satisfaction processes in retail settings
    • Oliver, R. L. (1981) ‘Measurement and evaluation of satisfaction processes in retail settings’, Journal of Retailing. Vol. 51. pp. 25-49.
    • (1981) Journal of Retailing , vol.51 , pp. 25-49
    • Oliver, R.L.1
  • 32
    • 0003868827 scopus 로고    scopus 로고
    • Satisfaction: A Behavioural Perspective on the Consumer
    • Boston, MA
    • Oliver, R. L. (1997) ‘Satisfaction: A Behavioural Perspective on the Consumer’, McGraw-Hill, Boston, MA.
    • (1997) Mcgraw-Hill
    • Oliver, R.L.1
  • 33
    • 85036325219 scopus 로고    scopus 로고
    • On the relationship between store image, store satisfaction and store loyalty
    • Bloemer, J. and De Ruyter, K. (1998) ‘On the relationship between store image, store satisfaction and store loyalty’, European Journal of Marketing. Vol. 32 . pp. 499-513.
    • (1998) European Journal of Marketing , vol.32 , pp. 499-513
    • Bloemer, J.1    De Ruyter, K.2
  • 34
    • 0001836426 scopus 로고    scopus 로고
    • P. (1958) .The personality of retail store’
    • Martineau
    • Martineau, P. (1958) .The personality of retail store’, Harvard Business Review, Vol. 36, pp. 47-55.
    • Harvard Business Review , vol.36 , pp. 47-55
  • 35
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: From expectation to behavioural intention
    • Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. A. (1993) ‘A dynamic process model of service quality: From expectation to behavioural intention’, Journal of Marketing Research, Vol. 30, pp. 7-27.
    • (1993) Journal of Marketing Research , vol.30 , pp. 7-27
    • Boulding Kalra, W.A.1    Staelin, R.2    Zeithaml, V.A.3
  • 36
    • 0038119511 scopus 로고    scopus 로고
    • ETailQ: Dimensionalising, measuring and predicting eTail quality
    • Wolfinbarger, M. and Gilly, M. C. (2003) ‘eTailQ: Dimensionalising, measuring and predicting eTail quality’ . Journal of Retailing. Vol. 79 . pp. 183-198.
    • (2003) Journal of Retailing , vol.79 , pp. 183-198
    • Wolfinbarger, M.1    Gilly, M.C.2
  • 38
    • 1942437549 scopus 로고    scopus 로고
    • An exploratory investigation into e-tail image attributes important to repeat, Internet savvy customers
    • Wilde, S. J., Kelly, S. J. and Scott, D. (2004) ‘An exploratory investigation into e-tail image attributes important to repeat, Internet savvy customers’ .Journal of Retailing and Consumer Services . Vol. 11. pp. 131-139 .
    • (2004) Journal of Retailing and Consumer Services , vol.11 , pp. 131-139
    • Wilde, S.J.1    Kelly, S.J.2    Scott, D.3
  • 39
    • 0000482433 scopus 로고    scopus 로고
    • E-satisfaction: An initial examination
    • Szymanski, D. M. and Hise, R. T. (2000) ‘E-satisfaction: An initial examination’ . Journal of Retailing. Vol. 76 . pp. 309-322.
    • (2000) Journal of Retailing , vol.76 , pp. 309-322
    • Szymanski, D.M.1    Hise, R.T.2
  • 40
    • 84984721082 scopus 로고    scopus 로고
    • Leisure Intelligence, October
    • Mintel Report . (2004) ‘Leisure Shopping—UK’ . Leisure Intelligence, October 2004.
    • (2004) Leisure Shopping—UK , pp. 2004
    • Report, M.1
  • 41
    • 84984725863 scopus 로고    scopus 로고
    • (
    • Keynote, E., (2004) ‘Bookselling’. Market Report, 12th edn, May 2004.
    • (2004) Y 2004.
    • Keynote, E.1
  • 42
    • 79960212581 scopus 로고    scopus 로고
    • Structural Equation Modelling with AMOS: Basic Concepts, Applications, and Programming’
    • London, UK
    • Byrne, M. B. (2001) ‘Structural Equation Modelling with AMOS: Basic Concepts, Applications, and Programming’, Lawrence Erlbaum Associates, London, UK.
    • (2001) Lawrence Erlbaum Associates
    • Byrne, M.B.1
  • 44
    • 0001968613 scopus 로고    scopus 로고
    • Logistics research methods: Employing structural equation modelling to test for construct validity
    • Garver, M. S. and Mentzer, J. T. (1999) ‘Logistics research methods: Employing structural equation modelling to test for construct validity’, Journal of Business Logistics. Vol. 20 . pp. 33-57.
    • (1999) Journal of Business Logistics , vol.20 , pp. 33-57
    • Garver, M.S.1    Mentzer, J.T.2
  • 45
    • 33644557030 scopus 로고
    • Structural equation modelling in practice: A review and recommended two-step approach
    • Anderson, J. G. and Gerbing, D. W. (1988) ‘Structural equation modelling in practice: A review and recommended two-step approach’, Psychological Bulletin, Vol. 107, pp. 238-246.
    • (1988) Psychological Bulletin , vol.107 , pp. 238-246
    • Anderson, J.G.1    Gerbing, D.W.2
  • 47
    • 84986076242 scopus 로고    scopus 로고
    • SEM being more effective than multiple regression in parsimonious development research
    • Cheng, L. W. E. (2001) ‘SEM being more effective than multiple regression in parsimonious development research’, Journal of Management Development, Vol. 20, pp. 650-667.
    • (2001) Journal of Management Development , vol.20 , pp. 650-667
    • Cheng, L.W.E.1
  • 48
    • 0003641698 scopus 로고
    • Confirmatory Factor Analysis: A Preface to Lisrel
    • Newbury Park, CA
    • Long, J. S. (1983) ‘Confirmatory Factor Analysis: A Preface to Lisrel’ . Sage, Newbury Park, CA .
    • (1983) Sage
    • Long, J.S.1
  • 49
    • 84937966892 scopus 로고    scopus 로고
    • Application to state self-esteem’
    • Bagozzi, P. R. and Heatherton, F. T. (1994) .A general approach to representing multifaceted personality constructs: Application to state self-esteem’ . Structural Equation Modelling. Vol. 1. pp. 35-67.
    • Structural Equation Modelling , vol.1 , pp. 35-67
    • Bagozzi, P.R.1    Heatherton, F.T.2
  • 51
    • 85047681602 scopus 로고    scopus 로고
    • Consumption symbols as carriers of culture: A study of Japanese and Spanish brand personality constructs
    • Aaker, L. J., Benet-Martinez, V. and Garolera, J. (2001) ‘Consumption symbols as carriers of culture: A study of Japanese and Spanish brand personality constructs’, Journal of Personality and Social Psychology. Vol. 81. pp. 492-508.
    • (2001) Journal of Personality and Social Psychology , vol.81 , pp. 492-508
    • Aaker, L.J.1    Benet-Martinez, V.2    Garolera, J.3
  • 52
    • 11944250251 scopus 로고    scopus 로고
    • Placing trust at the center of your Internet strategy
    • Urban, G. L., Sultan, F. and Qualls, W. J. (2000) ‘Placing trust at the center of your Internet strategy’ . Sloan Management Review. Vol. 1. pp. 39-48.
    • (2000) Sloan Management Review , vol.1 , pp. 39-48
    • Urban, G.L.1    Sultan, F.2    Qualls, W.J.3
  • 54
    • 33748700709 scopus 로고    scopus 로고
    • Taking the brand promise online: Challenges and opportunities
    • de Chernatony, L. and Christodoulides, G. (2004)‘Taking the brand promise online: Challenges and opportunities’, Interactive Marketing, Vol. 5, pp. 238-251.
    • (2004) Interactive Marketing , vol.5 , pp. 238-251
    • De Chernatony, L.1    Christodoulides, G.2
  • 55
    • 84986060294 scopus 로고    scopus 로고
    • Corporate branding, retailing and retail internationalisation
    • Burt, L. S. and Sparks, L. (2002) ‘Corporate branding, retailing and retail internationalisation’, Corporate Reputation Review, Vol. 5, pp. 194-212.
    • (2002) Corporate Reputation Review , vol.5 , pp. 194-212
    • Burt, L.S.1    Sparks, L.2
  • 56
    • 84984729112 scopus 로고
    • The morphing of customer service
    • Romano, C. (1995) ‘The morphing of customer service’, Management Review, Vol. 84, pp. 13-19.
    • (1995) Management Review , vol.84 , pp. 13-19
    • Romano, C.1
  • 57
    • 0001848840 scopus 로고
    • Why satisfied customers defect
    • Jones, T. O. and Sasser Jr. . E . E . (1995) .Why satisfied customers defect’, Harvard Business Review. Vol. 73, No. 6, pp. 88-99.
    • (1995) Harvard Business Review , vol.73 , Issue.6 , pp. 88-99
    • Jones, T.O.1    Sasser, E.E.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.