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Reputation and intentions: The role of satisfaction, identification, and commitment

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

Abstract

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 from 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 how corporate reputation contributes to relationship building.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:9:p:3261-3269
    DOI: 10.1016/j.jbusres.2016.02.023
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    References listed on IDEAS

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