Accès libre

Social Responsibilities of Vietnam’s Exporter Enterprises Toward Consumer Loyalty in the EU Market

, ,  et   
22 oct. 2024
À propos de cet article

Citez
Télécharger la couverture

Aaker, D. A. (1991). Managing Brand Equiry. In ACR North American Advances. NY: The Free Press. Search in Google Scholar

Agyei, P. M., & Kilika, J. M. (2014). Relationship between Corporate Image and Customer Loyalty in the Mobile Telecommunication Market in Kenya. Management Studies, 2(5), 299–308. Search in Google Scholar

Ailawadi, K. L., & Jordan, C. (2011). The Impact of Retailers’ Corporate Social Responsibility on Price Fairness Perceptions and Loyalty. Search in Google Scholar

Akbari, S., Arslan, N., Senturk, S., & Erdal, E. (2019). Next-Generation Liver Medicine Using Organoid Models. Frontiers in Cell and Developmental Biology, 7, 345. https://doi.org/10.3389/fcell.2019.00345 Search in Google Scholar

Ali, W., Danni, Y., Latif, B., Kouser, R., & Baqader, S. (2021). Corporate Social Responsibility and Customer Loyalty in Food Chains— Mediating Role of Customer Satisfaction and Corporate Reputation. Sustainability, 13(16), 8681. https://doi.org/10.3390/su13168681 Search in Google Scholar

Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services. The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7–23. https://doi.org/10.1108/09564239810199923 Search in Google Scholar

Arendt, S., & Brettel, M. (2010). Understanding the influence of corporate social responsibility on corporate identity, image, and firm performance. Management Decision, 48(10), 1469–1492. https://doi.org/10.1108/00251741011090289 Search in Google Scholar

Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/10.1108/00251741011090289 Search in Google Scholar

Balmer, J. M. T. (1998). Corporate Identity and the Advent of Corporate Marketing. Journal of Marketing Management, 14(8), 963–996. https://doi.org/10.1362/026725798784867536 Search in Google Scholar

Bandyopadhyay, S., & Martell, M. (2007). Does attitudinal loyalty influence behavioral loyalty? A theoretical and empirical study. Journal of Retailing and Consumer Services, 14(1), 35–44. https://doi.org/10.1016/J.JRETCONSER.2006.03.002 Search in Google Scholar

Berg, H. van den, & Lidfors, L. (2012). The effects of perceived CSR on Customer Loyalty: An empirical study into consumer behavior on the Swedish Chocolate market. Linnaeous University. Search in Google Scholar

Bhattacharya, C. B., & Sen, S. (2003). Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies. Journal of Marketing, 67(2), 76–88. https://doi.org/10.1509/jmkg.67.2.76.18609 Search in Google Scholar

Bhattacharya, C. B., & Sen, S. (2004). Doing better at doing good: When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1). https://doi.org/10.2307/41166284 Search in Google Scholar

Bloemer, J., & de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5–6), 499–513. https://doi.org/10.1108/03090569810216118 Search in Google Scholar

Bolton, R. N., & Drew, J. H. (1991). A Multistage Model of Customers’ Assessments of Service Quality and Value. Journal of Consumer Research, 17(4), 375–384. https://doi.org/10.1086/208564 Search in Google Scholar

Boohene, R., & Agyapong, G. K. Q. (2010). Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana). International Business Research, 4(1). https://doi.org/10.5539/ibr.v4n1p229 Search in Google Scholar

Bowen, H. R. (1953). Social Responsibilities of the Businessman. Harper & Brothers. Harper & Brothers. Search in Google Scholar

Brown, T. J., & Dacin, P. A. (1997). The Company and the Product: Corporate Associations and Consumer Product Responses. Journal of Marketing, 61(1), 68–84. https://doi.org/10.1177/002224299706100106 Search in Google Scholar

Carroll, A. B. (1979). A Three-Dimensional Conceptual Model of Corporate Performance. Journal of Marketing Research, 37–45. https://doi.org/10.5465/AMR.1979.4498296 Search in Google Scholar

Carroll, A. B. (1999). Corporate Social Responsibility. Journal of Marketing Research, 38(3), 268–295. https://doi.org/10.1177/000765039903800303 Search in Google Scholar

Caruana, A., & Ewing, M. T. (2010). How corporate reputation, quality, and value influence online loyalty. Journal of Business Research, 63(9–10), 1103–1110. https://doi.org/10.1016/J.JBUSRES.2009.04.030 Search in Google Scholar

Central Statistical Office. (2023a). Thông cáo báo chí tình hình kinh tế – xã hội quý I năm 2023 – General Statistics Office of Vietnam. https://www.gso.gov.vn/tin-tuc-thong-ke/2023/03/thong-cao-bao-chi-tinh-hinh-kinh-te-xa-hoi-quy-i-nam-2023/ Search in Google Scholar

Central Statistical Office. (2023b, March 31). Quý 1/2023, tổng kim ngạch xuất - nhập khẩu hàng hóa của Việt Nam ước đạt 154,3 tỷ USD. Công Ty Cổ Phần Tập Đoàn Meey Land. https://meeyland.com/dau-tu/quy-12023-tong-kim-ngach-xuat-nhap-khau-hang-hoa-cua-viet-namuoc-dat-1543-ty-usd/ Search in Google Scholar

Chang, Y. H., & Yeh, C. H. (2017). Corporate social responsibility and customer loyalty in intercity bus services. Transport Policy, 59, 38–45. https://doi.org/10.1016/J.TRANPOL.2017.07.001 Search in Google Scholar

Chattananon, A. (2003). The impact of societal marketing programs on customer attitudes toward corporate image in Thailand [Doctorate other than PhD, University of Southern Queensland ePrints]. https://research.usq.edu.au/item/9xv44/the-impact-of-societal-marketing-programs-on-customer-attitudes-toward-corporate-image-in-thailand Search in Google Scholar

Chaudhuri, A. (1999). Does Brand Loyalty Mediate Brand Equity Outcomes? Journal of Marketing Theory and Practice, 7(2), 136–146. https://doi.org/10.1080/10696679.1999.11501835 Search in Google Scholar

Chaudhuri, A., & Holbrook, M. B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/JMKG.65.2.81.18255 Search in Google Scholar

Chernatony, L. de. (1999). Brand Management Through Narrowing the Gap Between Brand Identity and Brand Reputation. Journal of Marketing Management, 15(1–3), 157–179. https://doi.org/10.1362/026725799784870432 Search in Google Scholar

Chernatony, L. de. (2001). A model for strategically building brands. Journal of Brand Management 2001 9:1, 9(1), 32–44. https://doi.org/10.1057/PALGRAVE.BM.2540050 Search in Google Scholar

Chinomona, R. (2016). Brand communication, brand image and brand trust as antecedents of brand loyalty in Gauteng Province of South Africa. African Journal of Economic and Management Studies, 7(1), 124–139. https://doi.org/10.1108/AJEMS-03-2013-0031 Search in Google Scholar

Cohen, J. (1988). Set Correlation and Contingency Tables. Applied Psychological Measurement, 12(4), 425–434. https://doi.org/10.1177/014662168801200410 Search in Google Scholar

del Mar García-De los Salmones, M., & Perez, A. (2018). Effectiveness of CSR Advertising: The Role of Reputation, Consumer Attributions, and Emotions. Corporate Social Responsibility and Environmental Management, 25(2), 194–208. https://doi.org/10.1002/CSR.1453 Search in Google Scholar

DeVellis, R. F. (2012). Scale development : theory and applications. SAGE Publications. Search in Google Scholar

Dimitriadis, E., & Zilakaki, E. (2019). The Effect of Corporate Social Responsibility on Customer Loyalty in Mobile Telephone Companies. International Journal of Economics and Business Administration, 7(4), 433–450. https://doi.org/10.35808/ijeba/356 Search in Google Scholar

Frenda. A and Scippacercola. S (2022). Structural statistics on enterprises with foreign production. Electronic Journal of Applied Statistical Analysis, 15(3), 647 – 658. DOI: DOI–10.1285/i20705948v15n3p646. Search in Google Scholar

Fombrun, C. J. (1996). Reputation: Realizing Value from the Corporate Image. Harvard Business School Press. Search in Google Scholar

Fombrun, C. J., Gardberg, N. A., & Sever, J. M. (2000). The Reputation QuotientSM: A multi-stakeholder measure of corporate reputation. Journal of Brand Management 2000 7:4, 7(4), 241–255. https://doi.org/10.1057/BM.2000.10 Search in Google Scholar

Fombrun, C., & Shanley, M. (1990). What’s in a Name? Reputation Building and Corporate Strategy. Academy of Management Journal, 33(2), 233–258. https://doi.org/10.2307/256324 Search in Google Scholar

Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6–21. https://doi.org/10.1177/002224299205600103 Search in Google Scholar

Fornell, C., & Larcker, D. F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.1177/002224378101800313 Search in Google Scholar

Garson, J. (2016). SPRINGER BRIEFS IN PHILOSOPHY A Critical Overview of Biological Functions. 67–80. https://doi.org/10.1007/978-3-319-32020-5 Search in Google Scholar

Golob, U., & Bartlett, J. L. (2007). Communicating about corporate social responsibility: A comparative study of CSR reporting in Australia and Slovenia. Public Relations Review, 33(1), 1–9. https://doi.org/10.1016/J.PUBREV.2006.11.001 Search in Google Scholar

Graca, C. A. M., & Arnaldo, C. (2016). The role of corporate reputation on co-operants behavior and organizational performance. Journal of Management Development, 35(1), 17–37. https://doi.org/https://doi.org/10.1108/JMD-08-2014-0079 Search in Google Scholar

Gray, E. R., & Balmer, J. M. T. (1998). Managing Corporate Image and Corporate Reputation. Long Range Planning, 31(5), 695–702. https://doi.org/10.1016/S0024-6301(98)00074-0 Search in Google Scholar

Green, T., & Peloza, J. (2011). How does corporate social responsibility create value for consumers? Journal of Consumer Marketing, 28(1), 48–56. https://doi.org/10.1108/07363761111101949 Search in Google Scholar

Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? the role of corporate image. Social Responsibility Journal, 13(3), 409–427. https://doi.org/10.1108/SRJ-10-2016-0177 Search in Google Scholar

Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/JMKG.2005.69.4.210 Search in Google Scholar

Hair, J. F., Hult, G. T., Ringle, C., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) - Joseph F. Hair, Jr., G. Tomas M. Hult, Christian Ringle, Marko Sarstedt. In Sage (Second Edittion). SAGE Publications, Inc. Search in Google Scholar

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8 Search in Google Scholar

Herstein, R., Mitki, Y., & Jaffe, E. D. (2008). Communicating a new corporate image during privatization: The case of El Al airlines. Corporate Communications, 13(4), 380–393. https://doi.org/10.1108/13563280810914810 Search in Google Scholar

Höck, M., & Ringle, C. M. (2010). Local strategic networks in the software industry: An empirical analysis of the value continuum. International Journal of Knowledge Management Studies, 4(2), 132–151. https://doi.org/10.1504/IJKMS.2010.030789 Search in Google Scholar

Hsu, S.-L. (2018). The Effects of Corporate Social Responsibility on Corporate Image, Customer Satisfaction and Customer Loyalty: An Empirical Study on the Telecommunication Industry. International Journal of Social Sciences and Humanities Invention, 5(5), 4693–4703. Search in Google Scholar

Husted, B. W., & Allen, D. B. (2007). Strategic Corporate Social Responsibility and Value Creation among Large Firms. Long Range Planning, 40(6), 594–610. https://doi.org/10.1016/j.lrp.2007.07.001 Search in Google Scholar

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2020). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019 Search in Google Scholar

Jain, P., Vyas, V., & Roy, A. (2017). Exploring the mediating role of intellectual capital and competitive advantage on the relation between CSR and financial performance in SMEs. Social Responsibility Journal, 13(1), 1–23. https://doi.org/10.1108/SRJ-04-2015-0048 Search in Google Scholar

Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267–286. https://doi.org/10.1016/0167-4870(91)90016-M Search in Google Scholar

Journal of Electronic Finance. (2020, December 20). Trách nhiệm xã hội của các doanh nghiệp dệt may tại Việt Nam trong điều kiện hội nhập CPTPP - Tạp chí Tài chính. Tạp Chí Tài Chính Điện Tử. https://tapchitaichinh.vn/trach-nhiem-xa-hoi-cua-cac-doanh-nghiep-det-may-tai-vietnam-trong-dieu-kien-hoi-nhap-cptpp.html Search in Google Scholar

Kaur, H., & Soch, H. (2012). Validating Antecedents of Customer Loyalty for Indian Cell Phone Users. 37(4). Search in Google Scholar

Kevork, E. K., & Vrechopoulos, A. P. (2009). CRM literature: Conceptual and functional insights by keyword analysis. Marketing Intelligence and Planning, 27(1), 48–85. https://doi.org/10.1108/02634500910928362 Search in Google Scholar

Lantos, G. P. (2001). The boundaries of strategic corporate social responsibility. Journal of Consumer Marketing, 18(7), 595–630. https://doi.org/10.1108/07363760110410281 Search in Google Scholar

Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020). Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study. International Journal of Hospitality Management, 89, 102565. https://doi.org/10.1016/J.IJHM.2020.102565 Search in Google Scholar

Leclercq-Machado, L., Alvarez-Risco, A., Esquerre-Botton, S., Almanza-Cruz, C., de las Mercedes Anderson-Seminario, M., Del-Aguila-Arcentales, S., & Yáñez, J. A. (2022). Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru. Sustainability, 14(15), 9078. https://doi.org/10.3390/su14159078 Search in Google Scholar

Leiva, R., Ferrero, I., & Calderón, R. (2016). Corporate reputation in the business ethics field: Its relation with corporate identity, corporate image, and corporate social responsibility. Corporate Reputation Review, 19(4), 299–315. https://doi.org/10.1057/s41299-016-0008-x Search in Google Scholar

Liang, C.-J., & Wen-Hung, W. (2004). ATTRIBUTES, BENEFITS, CUSTOMER SATISFACTION AND BEHAVIORAL LOYALTY-AN INTEGRATIVE RESEARCH OF FINANCIAL SERVICES INDUSTRY IN TAIWAN - ProQuest. Journal of Services Research, 4(1), 57–68. Search in Google Scholar

Lii, Y.-S., & Lee, M. (2012). Doing Right Leads to Doing Well: When the Type of CSR and Reputation Interact to Affect Consumer Evaluations of the Firm. Journal of Business Ethics, 105(1), 69–81. https://doi.org/10.1007/s10551-011-0948-0 Search in Google Scholar

Lizarraga, I. (2010). Benefits of Corporate Societal Marketing. Search in Google Scholar

Long, N. V., & Vinh, L. T. (2019). Cơ hội và thách thức khi thực hiện trách nhiệm xã hội của doanh nghiệp Việt Nam trong quá trình hội nhập. JOURNAL OF SCIENCE AND TECHNOLOGY HUNG VUONG UNIVERSITY, 2(2), 77–87. Search in Google Scholar

Low, G. S., & Lamb, C. W. (2000). The measurement and dimensionality of brand associations. Journal of Product & Brand Management, 9(6), 350–370. https://doi.org/10.1108/10610420010356966 Search in Google Scholar

Maignan, I., & Ferrell, O. C. (2004). Corporate Social Responsibility and Marketing: An Integrative Framework. Journal of the Academy of Marketing Science, 32(1), 3–19. https://doi.org/10.1177/0092070303258971 Search in Google Scholar

Markus, H. (1977). Self-schemata and processing information about the self. Journal of Personality and Social Psychology, 35(2), 63–78. https://doi.org/10.1037/0022-3514.35.2.63 Search in Google Scholar

Marrewijk, M. Van. (2003). Concepts and Definitions of CSR and Corporate Sustainability: Between Agency and Communion. Journal of Business Ethics, 44(2), 95–105. https://doi.org/10.1023/A:1023331212247 Search in Google Scholar

Martínez Salinas, E., & Pina Pérez, J. M. (2009). Modeling the brand extensions’ influence on brand image. Journal of Business Research, 62(1), 50–60. https://doi.org/10.1016/J.JBUSRES.2008.01.006 Search in Google Scholar

Master. Nguyen Thi Yen. (2020). Trách nhiệm xã hội của doanh nghiệp theo quy định tại Luật Doanh nghiệp Việt Nam. School of Economics and Management, 29+30. Search in Google Scholar

Moir, L. (2001). What do we mean by corporate social responsibility? Corporate Governance: The International Journal of Business in Society, 1(2), 16–22. https://doi.org/10.1108/EUM0000000005486 Search in Google Scholar

Muhammad, M. (2021). The link between corporate social responsibility and customer loyalty: Empirical evidence from the Islamic banking industry. Journal of Retailing and Consumer Services, 61, 102558. https://doi.org/10.1016/j.jretconser.2021.102558 Search in Google Scholar

Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8(4), 227–236. https://doi.org/10.1016/S0969-6989(00)00029-1 Search in Google Scholar

Nguyen Thuy Hien. (2022). Hội thảo “Xu hướng toàn cầu và Việt Nam: Quan điểm từ Chiến lược xuất khẩu quốc gia” . In Thanh Dat (Ed.), Global Trends and Vietnam: A National Trade Stratergy Perspective. https://mof.gov.vn/webcenter/portal/vclvcstc/pages_r/l/chi-tiettin?dDocName=MOFUCM245744 Search in Google Scholar

Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634S105 Search in Google Scholar

Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336. https://doi.org/10.1016/S0022-4359(97)90021-X Search in Google Scholar

Pérez, A., & del Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, Satisfaction and type of company. Journal of Services Marketing, 29(1), 15–24. https://doi.org/10.1108/JSM-10-2013-0272 Search in Google Scholar

Pomering, A., & Johnson, L. W. (2009). Advertising corporate social responsibility initiatives to communicate corporate image: Inhibiting scepticism to enhance persuasion. Corporate Communications: An International Journal, 14(4), 420–439. https://doi.org/10.1108/13563280910998763 Search in Google Scholar

Pong, J. L. T., & Yee, E. T. P. (2001). An integrated of loyalty. In Belgium: Academy of Business and Administrative Sciences. Academy of Business and Administrative Sciences. Search in Google Scholar

Ruth, J. A., & York, A. (2004). Framing information to enhance corporate reputation: The impact of message source, information type, and reference point. Journal of Business Research, 57(1), 14–20. https://doi.org/10.1016/S0148-2963(02)00270-9 Search in Google Scholar

Salehzadeh, R., Khazaei Pool, J., & Jafari Najafabadi, A. H. (2018). Exploring the relationship between corporate social responsibility, brand image and brand equity in Iranian banking industry. Journal of Islamic Accounting and Business Research, 9(2), 106–118. https://doi.org/10.2307/41166229 Search in Google Scholar

Schultz, M., & Hatch, M. J. (2003). The Cycles of Corporate Branding: The Case of the LEGO Company. California Management Review, 46(1), 6–26. https://doi.org/10.2307/41166229 Search in Google Scholar

Selnes, F. (1993). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 27(9), 19–35. https://doi.org/10.1108/03090569310043179 Search in Google Scholar

Sen, S., Bhattacharya, C. B., & Korschun, D. (2006). The Role of Corporate Social Responsibility in Strengthening Multiple Stakeholder Relationships: A Field Experiment. Journal of the Academy of Marketing Science, 34(2), 158–166. https://doi.org/10.1177/0092070305284978 Search in Google Scholar

Shapiro, C. (1982). Consumer Information, Product Quality, and Seller Reputation. The Bell Journal of Economics, 13(1), 20. https://doi.org/10.2307/3003427 Search in Google Scholar

Swaen, V., & Chumpitaz, R. C. (2008). Impact of Corporate Social Responsibility on Consumer Trust. Recherche et Applications En Marketing (English Edition), 23(4), 7–34. https://doi.org/10.1177/205157070802300402 Search in Google Scholar

Thøger Christensen, L., & Askegaard, S. (2001). Corporate identity and corporate image revisited ‐ A semiotic perspective. European Journal of Marketing, 35(3–4), 292–315. https://doi.org/https://doi.org/10.1108/03090560110381814 Search in Google Scholar

Tim Stobierski. (2021, April 8). Types of Corporate Social Responsibility to Be Aware Of. Harvard Business School Online. https://online.hbs.edu/blog/post/types-of-corporate-social-responsibility Search in Google Scholar

Tri, H. T., Ngoc-Tan, N., Gregar, A., & Pavelkova, D. (2020). Motivators and its impacts on job satisfaction in FDI companies - A case study of Eurowindow Vietnam. Management & Marketing. Challenges for the Knowledge Society, 15(1), 109–124. https://doi.org/10.2478/mmcks-2020-0007 Search in Google Scholar

Viet Nga. (2023, February 2). Năm 2023, Hiệp định EVFTA có cứu cánh cho xuất khẩu của Việt Nam sang EU? Báo Công Thương. https://congthuong.vn/nam-2023-hiep-dinh-evfta-co-cuu-canh-cho-xuat-khau-cua-viet-nam-sang-eu-240962.html Search in Google Scholar

Walsh, G., Mitchell, V. W., Jackson, P. R., & Beatty, S. E. (2009). Examining the Antecedents and Consequences of Corporate Reputation: A Customer Perspective. British Journal of Management, 20(2), 187–203. https://doi.org/10.1111/J.1467-8551.2007.00557.X Search in Google Scholar

Weigelt, K., & Camerer, C. (1988). Reputation and corporate strategy: A review of recent theory and applications. Strategic Management Journal, 9(5), 443–454. https://doi.org/10.1002/SMJ.4250090505 Search in Google Scholar

Yoon, E., Guffey, H. J., & Kijewski, V. (1993). The effects of information and company reputation on intentions to buy a business service. Journal of Business Research, 27(3), 215–228. https://doi.org/10.1016/0148-2963(93)90027-M Search in Google Scholar

Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. https://doi.org/10.1177/0092070300281007 Search in Google Scholar