The impacts of customer participation and company reputation on customer-company identification
by Lan Xu; Tao Wang; Nan Cui; Suhua Su
International Journal of Networking and Virtual Organisations (IJNVO), Vol. 10, No. 3/4, 2012

Abstract: This article investigates the impacts of customer participation and company reputation on customer-company identification and customer satisfaction. The findings of an experimental study in a fund market context show that both customer participation and company reputation positively affect customers' identification with the company; the effect of customer participation on customer satisfaction is partially mediated by customer-company identification; the effect of company reputation on customer satisfaction is fully mediated by customer-company identification. The findings enrich literature in customer-company identification and pinpoint an additional psychological mechanism that accounts for the effect of customer participation on customer satisfaction. Insightful managerial implications of these findings are discussed as well at the end of the article.

Online publication date: Sat, 16-Aug-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Networking and Virtual Organisations (IJNVO):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com