Does customer-based reputation add to social and mass media reputation in judging social responsibility of banks?
Purpose: Reputation is a critical asset for finance and banking organizations where the mere suspicion of a problem suffices to trigger media turmoil with high risk of market share losses. Investing in media to build reputation has been therefore a priority for banks. However, another source of repu...
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| Outros Autores: | , |
| Formato: | conferenceObject |
| Idioma: | eng |
| Publicado em: |
2022
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| Assuntos: | |
| Texto completo: | http://hdl.handle.net/10071/24437 |
| País: | Portugal |
| Oai: | oai:repositorio.iscte-iul.pt:10071/24437 |
| Resumo: | Purpose: Reputation is a critical asset for finance and banking organizations where the mere suspicion of a problem suffices to trigger media turmoil with high risk of market share losses. Investing in media to build reputation has been therefore a priority for banks. However, another source of reputation may stem from direct front-office contact and it is yet unknown to which extent it plays a role when confronted with the widespread social and mass media reach. This study aims at testing the extent of the importance of customer-based reputation, as against media-based reputation, in explaining customer outcomes. |
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