The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry

@inproceedings{Bontis2007TheME,
  title={The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry},
  author={Nick Bontis and Lorne D. Booker},
  year={2007}
}
Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents. Findings – It was found that customer… CONTINUE READING
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