Determinants of reputation of leading Spanish financial institutions among their customers in a context of economic crisis

Bibliographic References

• Akdag H.C., Zineldin M. Strategic positioning and quality determinants in banking service. TOM J. 2011, 23(4):446-457.
• Athanassopoulos A., Gounaris S., Stathakopoulos V. Behavioral responses to customer satisfaction: an empirical study. Eur. J. Market. 2001, 35(5/6):687-707.
• Bagozzi R.P., Yi Y. On the evaluation of structural equation models. J. Acad. Market. Sci. 1988, 16(1):74-94.
• Balmer J.M.T. Corporate marketing: apocalypse, advent and epiphany. Manage. Decis. 2009, 47(4):544-572.
• Barnett M.L., Jermier J.L., Lafferty B.A. Corporate reputation: the definitional landscape. Corp. Reput. Rev. 2006, 9(1):26-38.
• Barney J. Firm Resources and Sustained Competitive Advantage. J. Manage. 1991, 17(1):99-120.
• Bartikowski B., Walsh G. Investigating mediators between reputation and customer citizen behaviors. J. Bus. Res. 2011, 64(9):39-44.
• Bettencourt L.A. Customer voluntary performance: customers as partners in service delivery. J. Retail. 1997, 73(3):383-406.
• Blázquez J.J. Determinación y análisis de un modelo de lealtad hacia el destino turístico: aplicación de la nueva lógica dominante del servicio 2009, (Doctoral thesis), University of Castilla, La Mancha.
• Bloemer J., Ruyter K., Peeters P. Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. Int. J. Bank Market. 1998, 16(7):276-286.
• Boshoff C. A psychometric assessment of an instrument to measure a service firm's customer-based corporate reputation. J. Bus. Manage. 2009, 40(2):35-44.
• Bouchikhi H., Kimberley J.R. The Soul of the Corporation: How to Manage the Identity of Your Company 2008, Wharton School Publishing, Upper SaddleRiver, NJ.
• Bravo R., Montaner T., Pina J.M. La imagen corporativa de la banca comercial. Diferencias entre segmentos de consumidores. Univ. Bus. Rev. 2009, 21:66-83.
• Bravo R., Montaner T., Pina J.M. The role of bank image for customers versus non-customers. Int. J. Bank Market. 2009, 27(4):315-334.
• Bravo R., Matute J., Pina J.M. Las asociaciones de la imagen como determinantes de la satisfacción en el sector bancario español. Cuadernos Econ. Dirección Empresa 2010, 13(43):9-35.
• Bravo R., Montaner T., Pina J.M. Corporate brand image in retail banking: development and validation of a scale. Serv. Ind. J. 2010, 30(8):1199-1218.
• Bromley D.B. Relationships between personal and corporate reputation. Eur. J. Market. 2001, 35(3/4):316-334.
• Brown T.J., Dacin A. The company and product: corporate associations and consumer product responses. J. Market. 1997, 61(1):68-84.
• Burke R.F., Martin G., Cooper C.L. Corporate Reputations: Managing Opportunities and Threats 2011, Gower, London.
• Cable D.M., Graham M.E. The determinants of job seekers' reputation perceptions. J. Org. Behav. 2000, 21(8):929-947.
• Carter S.M. The interaction of top management group, stakeholder, and situational factors on certain corporate reputation management activities. J. Manage. Stud. 2006, 42(5):1145-1176.
• Caruana A. Service loyalty: the effects of service quality and the mediating role of customer satisfaction. Eur. J. Market. 2002, 36(7/8):811-828.
• Chen J.-K., Chen I.-S. Corporate reputation measurement for privately run banking industry in Taiwan. Global J. Bus. Res. 2009, 3(2):65-75.
• Chin W.W. Partial least squares is to LISREL as principal components analysis is to common factor analysis. Technol. Stud. 1995, 2(2):315-319.
• Chin W.W. Issues and opinion on structural equation modeling. MIS Quart. 1998, 22(1):vii-xvi.
• Chin W.W. The partial least squares approach for structural equation modeling. Modern Methods for Business Research 1998, 295-336. Lawrence Erlbaum Associates, Mahwah, NJ. G.A. Marcoulides (Ed.).
• Coombs W.T. Protecting organization reputations during a crisis: the development and application of situational crisis communication theory. Corp. Reput. Rev. 2007, 10(3):163-176.
• Courtright J.L., Smude P.M. Leveraging organizational innovation for strategic reputation management. Corp. Reput. Rev. 2009, 12(3):245-269.
• Cravens K., Oliver E.G., Ramamoorti S. The reputation index: measuring and managing corporate reputation. Eur. Manage. J. 2003, 21(2):201-212.
• Cuomo M.T., Tortora D., De Luca R., Metallo G. Measuring corporate reputation for the creation of added value. 1st Interdisciplinary Conference on Stakeholders 2011.
• De la Fuente J.M., De Quevedo E. The concept and measurement of corporate reputation: an application to Spanish financial intermediaries. Corp. Reput. Rev. 2003, 5(4):280-301.
• De Quevedo E. Reputación y creación de valor. Una relación circular 2003, Paraninfo, Madrid.
• De Quevedo E., De la Fuente J.M., Delgado J.B. Corporate social performance and corporate Reputation: two interwoven perspectives. Corp. Reput. Rev. 2007, 10(1):60-72.
• Deephouse D.L. Media reputation as a strategic resource: an Integration of mass communication and resource-based theories. J. Manage. 2000, 26(6):1091-1112.
• Delgado J.B., De Quevedo E., Blanco V. La influencia de la estructura de la propiedad sobre la reputación corporativa. Evidencia empírica para el caso español. Paper presented at the XVII Congreso Nacional de la Asociación Científica de Economía y Dirección de la Empresa 2008.
• Devinney T.M., Auger P., Eckhardt G., Birtchnell T. The other CSR: consumer social responsibility. Standford Soc. Innov. Rev. 2006, 4(3):30-37.
• Diamantopoulos A., Winklhofer H.M. Index construction with formative indicators: an Alternative to Scale Development. J. Market. Res. 2001, 38(2):269-277.
• Dowling G.R. Creating Corporate Reputations, Identity, Image and Performance 2001, Oxford University Press, New York.
• Dowling G.R. Journalists' evaluation of corporate reputations. Corp. Reput. Rev. 2004, 7(2):196-205.
• Eccles R.G., Scott C.N., Schatz R. Reputation and its risks. Harvard Bus. Rev. 2007, 85:104-114.
• Falk R.F., Miller N.B. A Primer for Soft Modeling 1992, University of Akron Press, Akron.
• Fang L.H. Investmen5t bank reputation and the price and quality of underwriting services. J. Finance 2005, 60(6):2729-2763.
• Flavián C., Torres E., Guinalíu M. Corporate image measurement: a further problem for the tangibilization of Internet banking services. Int. J. Bank Market. 2004, 22(5):366-384.
• Flavián C., Guinalíu M., Torres E. The influence of corporate image on consumer trust. A comparative analysis in traditional versus internet banking. Internet Res. 2005, 15(4):447-470.
• Fombrun C.J. Reputation: Realizing Value From the Corporate Image 1996, Harvard University Press, Boston.
• Fombrun C.J., Shanley M. What's in a name? Reputation building and corporate strategy. Acad. Manage. J. 1990, 33(2):233-258.
• Fombrun C.J., Van Riel C. The reputation landscape. Corp. Reput. Rev. 1997, 1(1/2):5-13.
• Fombrun C.J., Gardberg N.A., Sever J.M. The reputation quotient sm: a multi-stakeholder measure of corporate reputation. J. Brand Manage. 2000, 7(4):241-255.
• Fornell C., Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. J. Market. Res. 1981, 18(1):39-50.
• Gaines-Ross L. CEO Capital: A Guide to Building CEO Reputation and Company Success 2003, John Wiley and Sons Inc., Hoboken, NJ.
• Ganguli S., Roy S.K. Generic technology-based service quality dimensions in banking. Impact on customer satisfaction and loyality. Int. J. Bank. Market. 2011, 29(2):168-189.
• García de los Salmones M.M., Rodríguez del Bosque I. Estudio de los determinantes de la imagen corporativa: una aplicación empírica en el mercado de la telefonía móvil. Rev. Eur. Direccion Econ. Empresa 2006, 15(4):121-140.
• García de los Salmones M.M., Pérez A., Rodríguez del Bosque I. Análisis del valor de marca de las entidades financieras: el efecto halo y el modelo de elección discrete. Investig. Eur. Direccion Econ. Empresa 2009, 15(2):25-42.
• Geisser S. A predictive approach to the random effect model. Biometrika 1974, 61(1):101-107.
• Giogia D.A., Schultz M., Corley K.G. Organizational identity, image, and adaptive instability. Acad. Manage. Rev. 2000, 25(1):63-81.
• Gómez M., García J.A., Molina A. La imagen cognitiva de los destinos de interior desde la perspectiva de residentes y visitantes: una aplicación empírica en cuatro regiones españolas. Cuadernos Econ. Direccion Empresa 2013, 16(3):167-179.
• Gotsi M., Wilson A.M. Corporate reputation: seeking a definition. Corp. Commun. 2001, 6(1):24-30.
• Götz O., Liehr-Gobbers K., Krafft M. Evaluation of structural equation models using the partial least squares (PLS) approach. Handbook of Partial Least Squares: Concepts, Methods, and Applications 2010, 691-711. Springer, Berlin. V. Esposito, W.W. Chin, J. Henseler, H. Wang (Eds.).
• Gurhan-Canli Z., Batra R. When corporate image affectes product evaluations: the moderating role of perceived risk. J. Marketing Res. 2004, 41(2):197-205.
• Hair J.F., Black W.C., Babin B.J., Anderson R.E., Tatham R.L. Multivariate Data Analysis 2006, Prentice-Hall, Londres.
• Hair J.F., Ringle C.M., Sarstedt M. PLS-SEM: indeed a silver bullet. J. Market. Theor. Pract. 2011, 19(2):139-151.
• Hansen H., Sand J.A. Antecedents of customer satisfaction with financial services: the moderating effects of the need to evaluate. J. Financial Serv. Market. 2008, 13(3):234-244.
• Hardaker S., Fill C. Corporate service brands: The intellectual and emotional engagement of employees. Corp. Reput. Rev. 2005, 7(4):365-376.
• Helm S. Designing a formative measure for corporate reputation. Corp. Reput. Rev. 2005, 8(2):95-109.
• Helm S., Eggert A., Garnefeld I. Modeling the impact of corporate reputation on customer satisfaction and loyalty using partial least squares. Handbook for Partial Least Squares: Concepts, Methods and Applications 2010, 515-534. Springer, Heidelberg. E. Vinzi, W.W. Chin, J. Henseler, H. Wang (Eds.).
• Henard D., Dacin P.A. Reputation for product innovation: its impact on consumers. J. Prod. Innov. Manage. 2010, 27(3):321-335.
• Heskett J.L., Sasser W.E., Hart C.W. Service Breakthroughs - Changing the Rules of the Game 1990, The Free Press, New York.
• Highhouse S., Brooks M.E., Gregarus G. An organizational impression management perspective on the formation of corporate reputations. J. Manage. 2009, 35(6):1481-1493.
• Hill, Knowlton Corporate Reputation Watch Summary of Findings 2004, Available from: www.corporatereputationwatch.com (accessed 06.04.14).
• Hung J.U. How entrepreneur breakthrough boom deadlock. Commonwealth Mag. 2002, 260:176-190.
• INE.es, Mayo 17, 2012. España entra en recesión al caer el PIB el 0,3% hasta marzo. Available from: (accessed 07.12.13). http://www.lne.es/economia/2012/05/17/espana-entra-recesion-caer-pib-03-marzo/1243289.html.
• Jamal A., Naser K. Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. Int. J. Bank Market. 2002, 20(4):146-160.
• Jin C., Yeo H. Satisfaction, corporate credibility, CEO reputation and leadership effects on public relationships. J. Target. Meas. Anal. Market. 2011, 19(2):127-140.
• Jones G.H., Jones B.H., Little P. Reputation as a reservoir: buffering against loss in times of economic crises. Corp. Reput. Rev. 2000, 3(1):21-29.
• Khurana R. Searching for a Corporate Savior: The Irrational Quest for Charismatic CEOs 2002, Princeton University Press, New Jersey.
• Kim Y., Choi Y. Ethical standards appear to change with age and ideology: a survey of practitioners. Public Relations Rev. 2003, 29(1):79-89.
• Klein B., Leffler K. The role of market forces in assuring contractual performance. J. Pol. Econ. 1981, 89(4):615-641.
• Kumar M., Kee F.T., Manshor A.T. Determining the relative importance of critical factors in delivering service of quality banks. Manag. Serv. Quart. 2009, 19(2):221-228.
• Ladhari R., Ladhari I., Morales M. Bank service quality: Comparing Canadian and Tunisian customer perceptions. Int. J. Bank Market. 2011, 29(3):224-246.
• Lange D., Lee P.M., Dai Y. Organizational reputation: A review. J. Manage. 2011, 37(1):153-184.
• Lease R.C., Kose J., Avner K., Uri L., Oded H.S. Dividend Policy: its Impact on Firm Value 2000, Harvard Business School Press, Boston.
• LeBlanc G., Nguyen N. Cues used by customers evaluating corporate image in service firms. An empirical study in financial institutions. Int. J. Ser. Ind. Manage. 1996, 7(2):44-56.
• Levesque T., McDougall G.H.G. Determinants of customer satisfaction in retail banking. Int. J. Bank Market. 1996, 14(7):12-20.
• Lewis B.R., Soureli M. The antecedents of consumer loyalty in retail banking. J. Consumer Behav. 2006, 5:15-31.
• Mahon J.F. Corporate reputation: a research agenda using strategy and stakeholder literature. Business and Society 2002, 41(4):415-445.
• Martin G., Groen-in't Woud S. Employer branding and corporate reputation management in global companies. Global Talent Management 2011, 87-110. Routledge, London. H. Scullion, D.G. Collongs (Eds.).
• Martín G., Navas J.E., López P. Business and Social Reputation: exploring the concept and main dimensions of corporate reputation. J. Bus. Ethics 2006, 63(4):361-370.
• Martín-Consuegra D., Molina A., Esteban A. Market driving in retail banking. Int. J. Bank Market. 2008, 26(4):260-274.
• Mattila A.S., Hanks L., Kyoo Kim E.E. The impact of company type and corporate social responsibility messaging on consumer perceptions. J. Financial Serv. Market. 2010, 15(2):126-135.
• Matute J., Bravo R., Pina J.M. The Influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector. Corp. Soc. Responsibility Environ. Manage. 2010, 18(6):317-331.
• McWilliams A., Siegel D., Wright P. Corporate social responsibility: strategic implications. J. Manage. Stud. 2006, 43(1):1-18.
• Merco Financial Brands, 2010. Ranking de entidades financieras que operan en España. Available from: http://www.slideshare.net/VillafaneAsociados/merco-marcas-financieras201presentacion-merco-marcas-financieras-2010 (accessed 06.04.14).
• Molina A., Martín-Consuegra D., Esteban A. Relational benefits and customer satisfaction in retail banking. Int. J. Bank Market. 2007, 25(4):253-271.
• Newell S.J., Goldsmith R.E. The development of a scale to measure perceived corporate credibility. J. Bus. Res. 2001, 52(3):235-247.
• Newman K. Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. Int. J. Bank Market. 2001, 19(3):126-139.
• Nguyen N. Competence and benevolence of contact personnel in the perceived corporate reputation: an empirical study in financial services. Corp. Reput. Rev. 2010, 12(4):345-356.
• Nguyen N., LeBlanc G. Corporate image and corporate reputation in customers' retention decisions in services. J. Retail. Consum. Serv. 2001, 8:227-236.
• Pérez A. Estudio de la imagen de responsabilidad social corporativa: formación e integración en el comportamiento del usuario de servicios financieros. 2011, (Doctoral Thesis), University of Cantabria.
• Petter S., Straub D., Rai A. Specifying Formative constructs in information systems research. MIS Quart. 2007, 31(4):623-656.
• Pisnik A., Snoj B. Development, validity and reliability of perceived service quality in retail banking and its relationship with perceived value and customer satisfaction. Manag. Global Trans. 2010, 8(2):187-205.
• Ponzi L.J., Fombrun C.J., Gardberg N.A. Rep Trak Pulse: conceptualizing and validating a short-form measure of corporate reputation. Corp. Reput. Rev. 2011, 14(1):15-35.
• Rep Trak Pulse, 2012. The 2012 Global RepTrak 100: results and report. Available from: (accessed 04.04.14). http://ww.reputationinstitute.com/thought-eadership/complimentary-reports-2012.
• Reputation Institute, 2010. Reputation Pulse 2010 Perú. Available from: (accessed 15.02.14). http://www.slideshare.net/ReputationInstituteESP/reputacin-corporativa-conceptos-generales-4761256.
• Reputation Institute, 2012. Global Rep Trak Pulse Custom Reports. Available from: (accessed 05.04.14). http://www.reputationinstitute.com/thought-leadership/global-reptrak-pulse-custom-reports.
• Rhee M., Haunschild P.R. The liability of good reputation: a study of products recalls in the U.S. automobile industry. Org. Sci. 2006, 17(1):101-117.
• Rindova V.P. The image cascade and the formation of corporate reputation. Corp. Market. Rev. 1997, 1(2):188-194.
• Rindova V.P., Williamson I.O., Petkova A.P., Sever J.M. Being good or being known: an empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Acad. Manage. J. 2005, 48(6):1033-1049.
• Ringle C.M., Wende S., Will A. SmartPLS - Version 2.0 (M3) Beta 2005, University of Hamburg, Available from: http://www.samrtpls.de (accessed 09.09.13).
• Roberts P.W., Dowling G.R. Corporate reputation and sustained superior financial performance. Strat. Manage. J. 2002, 23(12):1077-1093.
• Rose C., Thomsen S. The impact of corporate reputation on performance: some Danish evidence. Eur. Manage. J. 2004, 22(2):201-210.
• Ruiz B., Gutiérrez S., Esteban A. Desarrollo de un concepto de reputación corporativa adaptado a las necesidades de la gestión empresarial. Strat. Manage. Rev. 2012, 3(1):9-31.
• Ruiz B., Gutiérrez S., Esteban A., González I. Medición de la reputación corporativa: un comparativo de los modelos de medición en España. Paper presented at the XXII Congreso Nacional de la Asociación Científica de Economía y Dirección de la Empresa, Cádiz 2012.
• Sánchez M.I., Barriuso M.C. Explorando la relación entre la reputación corporativa y el employer branding, Conocimiento, innovación y emprendedores: Camino al futuro 2007, 3144-3154.
• Schwaiger M. Components and parameters of corporate reputation - an empirical study. Schmalenbach Bus. Rev. 2004, 56(1):46-71.
• Sen S., Bhattacharya C.B. Does doing good always lead to doing better?. Sloan Manage. Rev. 2001, 38(2):225-243.
• Shapiro C. Premiums for high quality products as return to reputations. Quart. J. Econ. 1983, 98(4):659-680.
• Shenkar O., Yuchtman-Yaar E. Reputation, image, prestige, and goodwill: an interdisciplinary approach to organizational standing. Hum. Relat. 1997, 50(11):1361-1381.
• Silverman G. The Secrets of Word of Mouth Marketing: How to Trigger Exponential Sales Through Runaway Word of Mouth 2001, AMACOM, New York.
• Smaiziene I., Jucevicius R. Corporate reputation: multidisciplinary richness and search for relevant definition. Eng. Econ. 2009, 2:91-100.
• Sohn Y. Overcoming a Corporate Reputation Crisis Through Managing CEO Reputation 2009, (Dissertation), University of Georgia, Available from: https://www.getd.libs.uga.edu/pdfs/sohn_youngju_200908_phd.pdf (accessed 06.04.14).
• Sotillo S. La reputación del CEO: un activo intangible clave para las empresas, Cuadernos de Gestión del Conocimiento Empresarial 21 (Marzo) 2010, 1-6.
• Stone M. Cross-validatory choice and assessment of statistical predictions. J. R. Stat. Soc. Ser. B (Methodol.) 1974, 32(2):111-147.
• Vitezic N. Corporate reputation and social responsibility: an analysis of large companies in Croatia. Int. Bus. Econ. Res. J. 2011, 10(8):85-95.
• Walker D. A Systematic review of the Corporate Reputation Literature: definition, measurement, and theory. Corp. Reput. Rev. 2010, 12(4):357-387.
• Walsh G., Beatty S.E. Customer-based corporate reputation of a service firm: scale development and validation. J. Acad. Market. Sci. 2007, 35:127-144.
• Walsh G., Wiedmann K.P. A conceptualization of corporate reputation in Germany: An evaluation and extension of the RQ. Corp. Reput. Rev. 2004, 6(4):304-312.
• Walsh G., Beatty S.E., Shiu E.M.K. The customer-based corporate reputation scale: replication and short form. J. Bus. Res. 2009, 62:924-930.
• Walsh G., Mitchell V.-W., Jackson P.R., Beatty S.E. Examining the antecedents and consequences of corporate reputation: a customer perspective. Br. J. Manage. 2009, 20:187-203.
• Wang Y., Lo H.P., Hui V. The antecedents of service quality and product quality and their influence on bank reputation: evidence from banking industry in China. Manag. Serv. Quart. 2003, 13:72-83.
• Wartick S.L. Measuring corporate reputation. Bus. Soc. 2002, 41(4):371-392.
• Weigelt K., Camerer C. Reputation and corporate strategy: a review of recent theory and applications. Strat. Manage. J. 1988, 9:443-454.
• Whetten D.A., Mackey A. A social actor conception of organizational identity and its implications for the study of organizational reputation. Bus. Soc. 2002, 41(4):393-414.
• Wilczynski P., Sarstedt M., Melewar T.C. A comparison of selected reputation measures' convergent and criterion validity. Proceedings of the 2009 Annual Conference of the Academy of Marketing Science 2009.
• Zeithaml V.A., Berry L.L., Parasuraman A. The behavioral consequences of service quality. J. Market. 1996, 60(2):31-46.