...Chung‐Yu Wang; Li‐Wei Wu Purpose The objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer/provider relationships of different length. Design/methodology/approach Five key constructs, namely: corporate image...

... to be multidimensional and longitudinal in its nature. Reputation Retailing services Quality management Customer service management Corporate image A favourable corporate reputation is an effective mechanism for maintaining or gaining a competitive advantage (Fombrun and Shanley, 1990) A good reputation...

... Spanish consumers of insurance services is used to investigate whether differences exist in consumer perceptions of the services provided by ISO 9000‐certified firms and non‐certified firms in terms of: quality; satisfaction; and corporate image. Mean and covariance structure analysis (MACS) is employed...