IDEAS home Printed from https://ideas.repec.org/a/bas/econst/y2021i2p159-176.html
   My bibliography  Save this article

Dependence of the Company’s Reputation and the Quality of Customer Relations

Author

Listed:
  • Rizwan Ullah Khan
  • Volodymyr Saienko
  • Hanna Tolchieva

Abstract

The article is investigating the improving of the company’s reputation through quality customer relations. Hence, customer satisfaction is essential for company reputation and loyalty because of a company brand whole dependency on customer satisfaction in turbulence market. Therefore, the current study conducted in Pakistani context to check the customer believes regarding company brand and its reputation, because nowadays the Pakistani market is very flexible, and no one can go smoothly inter in this turbulence market. The underline study finding suggests many recommendations for policymakers and practitioners, that build a cluster of trust among company’s staff because it will support the customer reputation, and different steps (advertising, public relations and marketing campaigns) are very pivotal tools, can change customer’s behaviours.

Suggested Citation

  • Rizwan Ullah Khan & Volodymyr Saienko & Hanna Tolchieva, 2021. "Dependence of the Company’s Reputation and the Quality of Customer Relations," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 2, pages 159-176.
    • Handle: RePEc:bas:econst:y:2021:i:2:p:159-176
    as

    Download full text from publisher

    File URL: https://www.iki.bas.bg/Journals/EconomicStudies/2021/2021-2/10_Saienko.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Lena Saleh & Laura El Saheli, 2018. "The Impact of CRM Strategy on Customer Loyalty in SMEs," International Business Research, Canadian Center of Science and Education, vol. 11(11), pages 37-45, November.
    2. Su, Lujun & Swanson, Scott R. & Chinchanachokchai, Sydney & Hsu, Maxwell K. & Chen, Xiaohong, 2016. "Reputation and intentions: The role of satisfaction, identification, and commitment," Journal of Business Research, Elsevier, vol. 69(9), pages 3261-3269.
    3. Igor Britchenko & Volodymyr Saienko, 2017. "The perception movement economy of Ukraine to business," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 4, pages 163-181.
    4. Raouf Ahmad Rather & Shehnaz Tehseen & Murtaza Hassan Itoo & Shakir Hussain Parrey, 2019. "Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 29(2), pages 196-217, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aliya Shakharova & Chinara Alamanova & Oleksandra Olshanska & Sofiia Kafka & Ilona Tuts & Gulnar Dugalova, 2023. "Towards the Implementation of the Environmental and Economic Doctrine of Energy Sector Development: An Environmental and Economic Assessment of Public-private Partnerships in Decarbonization," International Journal of Energy Economics and Policy, Econjournals, vol. 13(4), pages 423-432, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chunhao Wei & Han Chen & Yee Ming Lee, 2022. "COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 581-600, September.
    2. Philp, Matthew & Ashworth, Laurence, 2020. "I should have known better!: When firm-caused failure leads to self-image concerns and reduces negative word-of-mouth," Journal of Business Research, Elsevier, vol. 116(C), pages 283-293.
    3. Kateryna Redko & Olena Borychenko & Anatolii Cherniavskyi & Volodymyr Saienko & Serhii Dudnikov, 2023. "Comparative Analysis of Innovative Development Strategies of Fuel and Energy Complex of Ukraine and the EU Countries: International Experience," International Journal of Energy Economics and Policy, Econjournals, vol. 13(2), pages 301-308, March.
    4. Lee, Kuo-Wei & Li, Chia-Ying, 2023. "It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    5. Bee-Lia Chua & Shahrim Karim & Sanghyeop Lee & Heesup Han, 2020. "Customer Restaurant Choice: An Empirical Analysis of Restaurant Types and Eating-Out Occasions," IJERPH, MDPI, vol. 17(17), pages 1-23, August.
    6. Suha Fouad Salem, 2021. "Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry," SAGE Open, , vol. 11(2), pages 21582440211, April.
    7. Kaveh Moghaddam & Thomas Weber & Pouya Seifzadeh & Sara Azarpanah, 2021. "Internal Reputation of the Firm: CEO Retention and Firm Market Performance," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 205-221, November.
    8. Yang Ran & Hao Zhou, 2019. "How Does Customer–Company Identification Enhance Customer Voice Behavior? A Moderated Mediation Model," Sustainability, MDPI, vol. 11(16), pages 1-13, August.
    9. Seung-hye Jung & Joon-ho Kim & Ha-na Cho & Hae-won Lee & Hyun-ju Choi, 2021. "Brand Personality of Korean Dance and Sustainable Behavioral Intention of Global Consumers in Four Countries: Focusing on the Technological Acceptance Model," Sustainability, MDPI, vol. 13(20), pages 1-19, October.
    10. Zhiqi Chen & Heng Xu, 2021. "Private labels and product quality under asymmetric information," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 30(4), pages 743-759, November.
    11. Liang, Yongyi & Yan, Ming & Law, Kenneth S. & Wang, Haibo & Chen, Yuanyi, 2021. "Integrating the bright and dark sides of leadership: An investigation of the intragroup and intergroup effects of leader group prototypicality," Journal of Business Research, Elsevier, vol. 133(C), pages 89-97.
    12. Makpal Zholamanova & Nurbakhyt Nurmukhametov & Mikhail Tolmachev & Kassymkhan Sarsen & Altyn Amerkhanova, 2023. "Comparative Analysis of Strategies for Innovative Development of the Fuel and Energy Complex: The Experience of the EU Countries," International Journal of Energy Economics and Policy, Econjournals, vol. 13(1), pages 128-134, January.
    13. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
    14. Wang, Zhengpei & Yang, Xue, 2019. "Understanding backers’ funding intention in reward crowdfunding: An elaboration likelihood perspective," Technology in Society, Elsevier, vol. 58(C).
    15. Küster, Inés, 2021. "Introduction to the Special Section: Tourism & Leisure," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    16. Mohd Azhar & Rehan Husain & Sheeba Hamid & Mohd Nayyer Rahman, 2023. "Effect of social media marketing on online travel purchase behavior post-COVID-19: mediating role of brand trust and brand loyalty," Future Business Journal, Springer, vol. 9(1), pages 1-13, December.
    17. Tony Chieh‐Tse Hou, 2019. "The relationship between corporate social responsibility and sustainable financial performance: firm‐level evidence from Taiwan," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(1), pages 19-28, January.
    18. Larysa Ivanchenkova & Liubov Shevtsiv & Lyazzat Beisenova & Aliya Shakharova & Temur Berdiyorov, 2023. "Analysis of the Risks of Using the Blockchain Technology in the Accounting and Audit of a Fuel and Energy Complex Enterprise," International Journal of Energy Economics and Policy, Econjournals, vol. 13(2), pages 316-321, March.
    19. Wang, Huanzhang & Ko, Eunju & Woodside, Arch & Yu, Jihye, 2021. "SNS marketing activities as a sustainable competitive advantage and traditional market equity," Journal of Business Research, Elsevier, vol. 130(C), pages 378-383.
    20. Meijing Zhou & Fuyuan Wang & Kaiyong Wang, 2019. "Destination Service Encounter Modeling and Relationships with Tourist Satisfaction," Sustainability, MDPI, vol. 11(4), pages 1-20, February.

    More about this item

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bas:econst:y:2021:i:2:p:159-176. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Diana Dimitrova (email available below). General contact details of provider: https://edirc.repec.org/data/ikbasbg.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.