How Does Corporate Reputation Affect Customer Loyalty in a Corporate Crisis?

@article{Helm2013HowDC,
  title={How Does Corporate Reputation Affect Customer Loyalty in a Corporate Crisis?},
  author={S. Helm and Julia Tolsdorf},
  journal={Corporate Finance: Governance},
  year={2013}
}
It is widely accepted that corporate reputation plays an important role in determining the impact of crises on firms. Crises may erode corporate reputation. However, reputation may also attenuate the negative effects of crises. This study investigates how corporate reputation moderates the relationship between crisis occurrence and customer loyalty which is expected to decrease given a crisis. Drawing on opposing theories, namely dissonance theory and expectancy‐violation, we conduct a scenario… Expand
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