Record Details

Studying the impact of perceived corporate reputation on commitment and loyalty headed for customer citizenship behaviours in Telecom companies

Adhyayan: A Journal of Management Sciences

View Archive Info
 
 
Field Value
 
Title Studying the impact of perceived corporate reputation on commitment and loyalty headed for customer citizenship behaviours in Telecom companies
 
Creator Joshi, Jyoti
Singh, Anushree
 
Subject Commitment, Perceived corporate reputation, Loyalty, Telecom Service Provider, Customer Citizenship Behaviours.
 
Description The purpose of this study is to investigate the impact of perceived corporate reputation on two dimensions of customer citizenship behaviours including helping the company and helping other customers. The sample (n=380) was telecom customers in India. Structural equation model was used to test six hypotheses. The findings show that telecom provider’s reputation through customer commitment and loyalty has significant impact on customer discretionary behaviours. Investigating other aspects of commitment and loyalty as mediator variables and doing this research in other industry (B2B or B2C) can be considered in future studies. Telecom managers should do all possible actions in his power to build positive perception about telecom corporate in the eyes of customers and society. Loyalty building programs should also be conducted regularly.
 
Publisher School of Management Sciences
 
Date 2017-12-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://www.myresearchjournals.com/index.php/ADHYAYAN/article/view/10764
10.21567/adhyayan.v7i02.10764
 
Source Adhyayan: A Journal of Management Sciences; Vol 7, No 02 (2017)
2455-8656
2249-1066
 
Language eng
 
Relation https://www.myresearchjournals.com/index.php/ADHYAYAN/article/view/10764/10209
 
Rights Copyright (c) 2018 ADHYAYAN: A JOURNAL OF MANAGEMENT SCIENCES