...Nha Nguyen; Gaston Leblanc The purpose of this article is to evaluate empirically the impact of contact personnel and physical environment on the perception of corporate image by new clients by using the hierarchical multiple regression analysis capable of exploring the potential presence of higher...

... of relative attitudes claimed by Dick and Basu cannot be confirmed. Corporate image of the service provider is, along with service quality and customer satisfaction, a powerful and illustrative component for explaining future customer loyalty. When comparing the a priori defined conditions (low, latent...

...Tor Wallin Andreassen; Bodil Lindestad Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having...

...Gaston LeBlanc; Nha Nguyen Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate...

.... In service encounters with very low tangible content (e.g. entertainment)the interaction is the outcome, and there are no doubt occasions when corporate image is what is being bought. Professionalism and skill and accessibility and flexibility (Grönroos) and tangibles and reliability(SERVQUAL) all have...