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1860797562310623232
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INTELEK Repository
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| collection |
Online Access
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https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072
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| date |
2016-09-28 14:09:53
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| format |
Restricted Document
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13254
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UniSZA
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1. Hsieh AT, Li CK (2008) The moderating effect of brand image on public relations perception and customer loyalty. Marketing Intelligence and Planning 26: 26-42. 2. Dick BK (1994) Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22: 99-113. 3. Sirohi N, McLaughlin EW, Wittink DR (1998) A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of retailing 74: 223-245. 4. Ledingham JA, Bruning SD (1998) Relationship management in public relations: Dimensions of an organization-public relationship. Public Relations Review 24: 55-65. 5. Wolf S, Awschalom D, Buhrman R, Daughton J, Von Molnar S, et al. (2001) Spintronics: A spin-based electronics vision for the future. Science 294: 1488-1495. 6. Reynolds KE, Beatty SE (1999) Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of retailing 75: 11-32. 7. Schroeder JE (2005) The artist and the brand. European Journal of Marketing 39: 1291-1305. 8. Walsh G, Mitchell VW, Jackson PR, Beatty SE (2009) Examining the antecedents and consequences of corporate reputation: a customer perspective. British Journal of Management 20 187-203. 9. Keh HT, Xie Y (2009) Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management 38: 732- 742. 10. Bartikowski B, Walsh G, Beatty SE (2011) Culture and age as moderators in the corporate reputation and loyalty relationship. Journal of business research 64: 966-972. 11. Tsai WC, Yang IWF (2010) Does image matter to different job applicants? The influences of corporate image and applicant individual differences on organizational attractiveness. International Journal of Selection and Assessment 18: 48-63. 12. Nguyen N, Leblanc G (2001) Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and Consumer Services 8: 227-236. 13. Shamma HM, Hassan SS (2009) Customer and non-customer perspectives for examining corporate reputation. Journal of Product and Brand Management 18: 326- 337. 14. Woodruff RB (1997) Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science 25: 139-153. 15. Oliver RL (1993) Cognitive, affective and attributes of the satisfaction response. Journal of consumer research 20: 418-430. 16. Bauer HH, Hammerschmidt M, Falk T (2005) Measuring the quality of e-banking portals. International Journal of Bank Marketing 23: 153-175. 17. Brown T, Dacin P (1997) The company and the product: Corporate associations and consumer product responses. 0. Journal of Marketing 61: 68-84. 18. Chaudhuri AH (2001) The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing 65: 81-93. 19. Johnson MK (2006) Dissociating medial frontal and posterior cingulate activity during self-reflection. Social Cognitive and Affective Neuroscience 1: 56-64. 20. Andreassen TW (1999) What drives customer loyalty with complaint resolution? Journal of Service Research 1: 324-332. 21. Edvardsson B, Johnson MD, Gustafsson A, Strandvik T (2000) The effects of satisfaction and loyalty on profits and growth: products versus services. Total Quality Management 11: 917-927. 22. Hallowell R (1996) The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management 7: 27-42. 23. Flavián C, Guinalíu M, Gurrea R (2006) The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management 43: 1-14. 24. Nilsson OS, Olsen JK (1995) Measuring consumer retail store loyalty: Institut for marketing Management. Copenhagen Business School. 25. Eshghi A, Haughton D, Topi H (2007) Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy 31: 93-106. 26. Sweeney JC, Soutar GN (2001) Consumer perceived value: the development of a multiple item scale. Journal of retailing 77: 203-220. 27. Sheth JN, Newman BI, Gross BL (1991) Why we buy what we buy: a theory of consumption values. Journal of business research 22: 159-170. 28. Oliver RL (1999) When consumer loyalty? Journal of Marketing 63: 20-38. 29. Bolton RN (1999) A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research. 30. L'Etang J (2008) Public relations. Wiley Online Library. 31. Stone M, Woodcock N, Wilson M (1996) Managing the change from marketing planning to customer relationship management. Long Range Planning 29: 675-683. 32. Grunig JE (1993) Image and substance: From symbolic to behavioral relationships. Public Relations Review 19: 121-139. 33. Strobel S, Ferguson A (1987) Persistence of oral tolerance in mice fed ovalbumin is different for humoral and cell-mediated immune responses. Immunology 60: 317. 34. Botan CH, Taylor M (2004) Public relations: State of the field. Journal of communication 54: 645-661. 35. Pavlik JV (1987) Public relations: What research tells us: Sage Publications. 36. Vasquez GM, Taylor M (2000) What cultural values influence American public relations practitioners? Public Relations Review 25: 433-449. 37. Sen S, Bhattacharya CB (2001) Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research 38: 225-243. 38. Aaker JL (1997) Dimensions of brand personality. Journal of Marketing Research 34: 3347-3357. 39. De Chernatony LM, Malcolm (1998) Creating powerful brands in consumer, service, and industrial markets. USA: Butterworth-Heinemann. 40. Ward S, Brown B, Hill A, Kelley J, Downs W (1999) Equatorius: A New Hominoid Genus from the Middle Miocene of Kenya. Science 285: 1382-1386. 41. Casalo LV, Flavian C, Guinalíu M (2008) The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing 26: 399-417. 42. Mukherjee A, Nath P (2003) A model of trust in online relationship banking. International Journal of Bank Marketing 21: 5-15. 43. Biais B, Faugeron-Crouzet AM (2002) IPO auctions: English, Dutch, French, and internet. Journal of Financial Intermediation 11: 9-36. 44. De Ruyter K, Wetzels M, Bloemer J (1998) On the relationship between perceived service quality, service loyalty and switching costs. International journal of service industry management 9: 436-453. 45. Sharma S, Durand RM, Gur-Arie O (1981) Identification and analysis of moderator variables. Journal of Marketing Research pp: 291-300. 46. Chirico PP (2008) A customer loyalty model for services based on a continuing relationship with the provider. Journal of Marketing 3: 168-171. 47. Kapferer JN (2004) New Strategic Brand Management: Creating and Sustaining Brand Equity Ser. Kogan Page Limited. 48. Park CW, Jaworski BJ, Maclnnis DJ (1986) Strategic brand concept-image management. The Journal of Marketing pp: 135-145. 49. Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. The Journal of Marketing pp: 31-46.
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norman
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13254 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=13254 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal image/jpeg inches 96 96 norman 37 37 724 1430 2016-09-28 14:09:53 1430x724 7564-01-FH02-FESP-16-06608.jpg UniSZA Private Access Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image Journal of Internet Banking and Commerce Purpose/Significance: The purpose of this study was to investigate the relationship between customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image. Research was conducted on banking sector of Pakistan. Design/methodology/approach: Data collected in a survey that yielded 930 respondents. Questionnaire was adopted from research work of Zeithaml, Berry, and Parasuraman (1996) and Park, Jaworski, and Maclnnis (1986). Deductive -Positive - Quantitative Approach was used for the analysis. A theoretical framework was proposed to suggest links among variables. Multiple regression and Moderating regression were used to examine the hypothesized relationship. Findings: It was found that Customer Perceived value, Customer’s Perception of Public relation brought 94.0% change on customer loyalty. Study concluded that there was a strong positive significant relationship between proposed variables. To check the moderation of brand image researcher took the interaction of all independent variables with brand image. Results prevailed that there was significant qasi moderation exist. Research limitations/implication: Further research is indicated, to identify effects of these variables on other services provider companies of excluding Pakistani banking sector. Banking sector in Pakistan should pay more attention on Customer’s Perception of Public relation and Customer Perceived Value, in order to enhance the customer loyalty. Originality/value: This study is the first study that tests the western model on south eastern countries like Pakistan. In addition to that there is no research work found that reflects on customer perceived value and Customer’s perception of public relation with moderating effect of brand image especially on banking sector of Pakistan. This document will help managers to adopt appropriate strategies that will lead banking sector towards prosperity. 21 2 ARRAY Development (Canada) Inc. ARRAY Development (Canada) Inc. 1-14 1. Hsieh AT, Li CK (2008) The moderating effect of brand image on public relations perception and customer loyalty. Marketing Intelligence and Planning 26: 26-42. 2. Dick BK (1994) Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22: 99-113. 3. Sirohi N, McLaughlin EW, Wittink DR (1998) A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of retailing 74: 223-245. 4. Ledingham JA, Bruning SD (1998) Relationship management in public relations: Dimensions of an organization-public relationship. Public Relations Review 24: 55-65. 5. Wolf S, Awschalom D, Buhrman R, Daughton J, Von Molnar S, et al. (2001) Spintronics: A spin-based electronics vision for the future. Science 294: 1488-1495. 6. Reynolds KE, Beatty SE (1999) Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of retailing 75: 11-32. 7. Schroeder JE (2005) The artist and the brand. European Journal of Marketing 39: 1291-1305. 8. Walsh G, Mitchell VW, Jackson PR, Beatty SE (2009) Examining the antecedents and consequences of corporate reputation: a customer perspective. British Journal of Management 20 187-203. 9. Keh HT, Xie Y (2009) Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment. Industrial Marketing Management 38: 732- 742. 10. Bartikowski B, Walsh G, Beatty SE (2011) Culture and age as moderators in the corporate reputation and loyalty relationship. Journal of business research 64: 966-972. 11. Tsai WC, Yang IWF (2010) Does image matter to different job applicants? The influences of corporate image and applicant individual differences on organizational attractiveness. International Journal of Selection and Assessment 18: 48-63. 12. Nguyen N, Leblanc G (2001) Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and Consumer Services 8: 227-236. 13. Shamma HM, Hassan SS (2009) Customer and non-customer perspectives for examining corporate reputation. Journal of Product and Brand Management 18: 326- 337. 14. Woodruff RB (1997) Customer value: the next source for competitive advantage. Journal of the Academy of Marketing Science 25: 139-153. 15. Oliver RL (1993) Cognitive, affective and attributes of the satisfaction response. Journal of consumer research 20: 418-430. 16. Bauer HH, Hammerschmidt M, Falk T (2005) Measuring the quality of e-banking portals. International Journal of Bank Marketing 23: 153-175. 17. Brown T, Dacin P (1997) The company and the product: Corporate associations and consumer product responses. 0. Journal of Marketing 61: 68-84. 18. Chaudhuri AH (2001) The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing 65: 81-93. 19. Johnson MK (2006) Dissociating medial frontal and posterior cingulate activity during self-reflection. Social Cognitive and Affective Neuroscience 1: 56-64. 20. Andreassen TW (1999) What drives customer loyalty with complaint resolution? Journal of Service Research 1: 324-332. 21. Edvardsson B, Johnson MD, Gustafsson A, Strandvik T (2000) The effects of satisfaction and loyalty on profits and growth: products versus services. Total Quality Management 11: 917-927. 22. Hallowell R (1996) The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management 7: 27-42. 23. Flavián C, Guinalíu M, Gurrea R (2006) The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management 43: 1-14. 24. Nilsson OS, Olsen JK (1995) Measuring consumer retail store loyalty: Institut for marketing Management. Copenhagen Business School. 25. Eshghi A, Haughton D, Topi H (2007) Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications policy 31: 93-106. 26. Sweeney JC, Soutar GN (2001) Consumer perceived value: the development of a multiple item scale. Journal of retailing 77: 203-220. 27. Sheth JN, Newman BI, Gross BL (1991) Why we buy what we buy: a theory of consumption values. Journal of business research 22: 159-170. 28. Oliver RL (1999) When consumer loyalty? Journal of Marketing 63: 20-38. 29. Bolton RN (1999) A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research. 30. L'Etang J (2008) Public relations. Wiley Online Library. 31. Stone M, Woodcock N, Wilson M (1996) Managing the change from marketing planning to customer relationship management. Long Range Planning 29: 675-683. 32. Grunig JE (1993) Image and substance: From symbolic to behavioral relationships. Public Relations Review 19: 121-139. 33. Strobel S, Ferguson A (1987) Persistence of oral tolerance in mice fed ovalbumin is different for humoral and cell-mediated immune responses. Immunology 60: 317. 34. Botan CH, Taylor M (2004) Public relations: State of the field. Journal of communication 54: 645-661. 35. Pavlik JV (1987) Public relations: What research tells us: Sage Publications. 36. Vasquez GM, Taylor M (2000) What cultural values influence American public relations practitioners? Public Relations Review 25: 433-449. 37. Sen S, Bhattacharya CB (2001) Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research 38: 225-243. 38. Aaker JL (1997) Dimensions of brand personality. Journal of Marketing Research 34: 3347-3357. 39. De Chernatony LM, Malcolm (1998) Creating powerful brands in consumer, service, and industrial markets. USA: Butterworth-Heinemann. 40. Ward S, Brown B, Hill A, Kelley J, Downs W (1999) Equatorius: A New Hominoid Genus from the Middle Miocene of Kenya. Science 285: 1382-1386. 41. Casalo LV, Flavian C, Guinalíu M (2008) The role of satisfaction and website usability in developing customer loyalty and positive word-of-mouth in the e-banking services. International Journal of Bank Marketing 26: 399-417. 42. Mukherjee A, Nath P (2003) A model of trust in online relationship banking. International Journal of Bank Marketing 21: 5-15. 43. Biais B, Faugeron-Crouzet AM (2002) IPO auctions: English, Dutch, French, and internet. Journal of Financial Intermediation 11: 9-36. 44. De Ruyter K, Wetzels M, Bloemer J (1998) On the relationship between perceived service quality, service loyalty and switching costs. International journal of service industry management 9: 436-453. 45. Sharma S, Durand RM, Gur-Arie O (1981) Identification and analysis of moderator variables. Journal of Marketing Research pp: 291-300. 46. Chirico PP (2008) A customer loyalty model for services based on a continuing relationship with the provider. Journal of Marketing 3: 168-171. 47. Kapferer JN (2004) New Strategic Brand Management: Creating and Sustaining Brand Equity Ser. Kogan Page Limited. 48. Park CW, Jaworski BJ, Maclnnis DJ (1986) Strategic brand concept-image management. The Journal of Marketing pp: 135-145. 49. Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. The Journal of Marketing pp: 31-46.
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| spellingShingle |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
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| summary |
Purpose/Significance: The purpose of this study was to investigate the relationship between customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image. Research was conducted on banking sector of Pakistan. Design/methodology/approach: Data collected in a survey that yielded 930 respondents. Questionnaire was adopted from research work of Zeithaml, Berry, and Parasuraman (1996) and Park, Jaworski, and Maclnnis (1986). Deductive -Positive - Quantitative Approach was used for the analysis. A theoretical framework was proposed to suggest links among variables. Multiple regression and Moderating regression were used to examine the hypothesized relationship. Findings: It was found that Customer Perceived value, Customer’s Perception of Public relation brought 94.0% change on customer loyalty. Study concluded that there was a strong positive significant relationship between proposed variables. To check the moderation of brand image researcher took the interaction of all independent variables with brand image. Results prevailed that there was significant qasi moderation exist. Research limitations/implication: Further research is indicated, to identify effects of these variables on other services provider companies of excluding Pakistani banking sector. Banking sector in Pakistan should pay more attention on Customer’s Perception of Public relation and Customer Perceived Value, in order to enhance the customer loyalty. Originality/value: This study is the first study that tests the western model on south eastern countries like Pakistan. In addition to that there is no research work found that reflects on customer perceived value and Customer’s perception of public relation with moderating effect of brand image especially on banking sector of Pakistan. This document will help managers to adopt appropriate strategies that will lead banking sector towards prosperity.
|
| title |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
|
| title_full |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
|
| title_fullStr |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
|
| title_full_unstemmed |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
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| title_short |
Impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
|
| title_sort |
impact of customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image
|