Pengaruh Corporate Image dan Trust terhadap Word-of-Mouth Konsumen
DOI:
https://doi.org/10.46799/jst.v4i1.683Keywords:
Corporate Image, Trust, KonsumenAbstract
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References
Agag, G. and El-Masry, A.A. (2016), “Understanding consumer intention to participate in online travel community and effects on consumer intention to purchase travel online and WOM: an integration of innovation diffusion theory and TAM with trustâ€, Computers in Human Behavior, Vol. 60, pp 97-111.
Barreda, A.A., Bilgihan, A. and Kageyama, Y. (2015), “The role of trust in creating positive word of mouth and behavioral intentions: the case of online social networksâ€, Journal of Relationship Marketing, Vol. 14 No. 1, pp. 16-36.
Akhmedova, A., Vila-Brunet, N. and Mas-Machuca, M. (2021), “Building trust in sharing economy platforms: trust antecedents and their configurationsâ€, Internet Research, Vol. 31 No. 4, pp. 1463-1490
Caceres, R.C. and Paparoidamis, N.G. (2007), “Service quality, relationship satisfaction, trust, commitment and business-to-business loyaltyâ€, European Journal of Marketing, Vol. 41 Nos 7/8, pp. 836-867
Chang, J.-I. and Lee, C.-Y. (2020), “The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibilityâ€, Journal of Asia Business Studies, Vol. 14 No. 3, pp. 341-360
Doney, P.M., Barry, J.M. and Abratt, R. (2007), “Trust determinants and outcomes in global B2B servicesâ€, European Journal of Marketing, Vol. 41 Nos 9/10, pp. 1096-1116
Eastlick, M.A. and Lotz, S. (2011), “Cognitive and institutional predictors of initial trust toward an online retailerâ€, International Journal of Retail and Distribution Management, Vol. 39 No. 4, pp. 234255
Eisingerich, A.B. and Bell, S.J. (2008), “Perceived service quality and customer trust: does enhancing customers’ service knowledge matter?â€, Journal of Service Research, Vol. 10 No. 3, pp. 256-268 Leon, S. and Choi, H. (2020), “Satisfaction and word-of-mouth moderated by choice: a service industry perspectiveâ€, Journal of Consume Marketing, Vol. 37 No. 7, pp. 869-881
Marcos, A.M.B.D.F. and Coelho, A.F.D.M. (2018), “Communication relational outcomes in the insurance industryâ€, Asia Pacific Journal of Marketing and Logistics, Vol. 30 No. 5, pp. 1294-1318
Martin, W.C. and Lueg, J.E. (2013), “Modeling word-of-mouth usageâ€, Journal of Business Research, Vol. 66 No. 7, pp. 801-808
Masud, M.M., Ahsan, M.R., Ismail, N.A. and Rana, M.S. (2021), “The underlying drivers of household purchase behaviour of life insuranceâ€, Society and Business Review, Vol. 16 No. 3, pp. 442-458
Naeem, M. (2020), “Understanding the role of social media in organizational change implementationâ€, Management Research Review, Vol. 43 No. 9, pp. 1097-1116
Ng, S., David, M.E. and Dagger, T.S. (2011), “Generating positive word-of-mouth in the service experienceâ€, Managing Service Quality, Vol. 21 No. 2, pp. 133-151
Nguyen, N. and Leblanc, G. (2001), “Corporate image and corporate reputation in customers’ retention decisions in servicesâ€, Journal of Retailing and Consumer Services, Vol. 8 No. 4, pp. 227236
Nguyen, N. and Leblanc, G. (2002), “Contact personnel, physical environment and the perceived corporate image of intangible services by new clientsâ€, International Journal of Service Industry Management, Vol. 13 No. 3, pp. 242-262.
Barreda, A.A., Bilgihan, A. and Kageyama, Y. (2015), “The role of trust in creating positive word of mouth and behavioral intentions: the case of online social networksâ€, Journal of Relationship Marketing, Vol. 14 No. 1, pp. 16-36.
Akhmedova, A., Vila-Brunet, N. and Mas-Machuca, M. (2021), “Building trust in sharing economy platforms: trust antecedents and their configurationsâ€, Internet Research, Vol. 31 No. 4, pp. 1463-1490
Caceres, R.C. and Paparoidamis, N.G. (2007), “Service quality, relationship satisfaction, trust, commitment and business-to-business loyaltyâ€, European Journal of Marketing, Vol. 41 Nos 7/8, pp. 836-867
Chang, J.-I. and Lee, C.-Y. (2020), “The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibilityâ€, Journal of Asia Business Studies, Vol. 14 No. 3, pp. 341-360
Doney, P.M., Barry, J.M. and Abratt, R. (2007), “Trust determinants and outcomes in global B2B servicesâ€, European Journal of Marketing, Vol. 41 Nos 9/10, pp. 1096-1116
Eastlick, M.A. and Lotz, S. (2011), “Cognitive and institutional predictors of initial trust toward an online retailerâ€, International Journal of Retail and Distribution Management, Vol. 39 No. 4, pp. 234255
Eisingerich, A.B. and Bell, S.J. (2008), “Perceived service quality and customer trust: does enhancing customers’ service knowledge matter?â€, Journal of Service Research, Vol. 10 No. 3, pp. 256-268 Leon, S. and Choi, H. (2020), “Satisfaction and word-of-mouth moderated by choice: a service industry perspectiveâ€, Journal of Consume Marketing, Vol. 37 No. 7, pp. 869-881
Marcos, A.M.B.D.F. and Coelho, A.F.D.M. (2018), “Communication relational outcomes in the insurance industryâ€, Asia Pacific Journal of Marketing and Logistics, Vol. 30 No. 5, pp. 1294-1318
Martin, W.C. and Lueg, J.E. (2013), “Modeling word-of-mouth usageâ€, Journal of Business Research, Vol. 66 No. 7, pp. 801-808
Masud, M.M., Ahsan, M.R., Ismail, N.A. and Rana, M.S. (2021), “The underlying drivers of household purchase behaviour of life insuranceâ€, Society and Business Review, Vol. 16 No. 3, pp. 442-458
Naeem, M. (2020), “Understanding the role of social media in organizational change implementationâ€, Management Research Review, Vol. 43 No. 9, pp. 1097-1116
Ng, S., David, M.E. and Dagger, T.S. (2011), “Generating positive word-of-mouth in the service experienceâ€, Managing Service Quality, Vol. 21 No. 2, pp. 133-151
Nguyen, N. and Leblanc, G. (2001), “Corporate image and corporate reputation in customers’ retention decisions in servicesâ€, Journal of Retailing and Consumer Services, Vol. 8 No. 4, pp. 227236
Nguyen, N. and Leblanc, G. (2002), “Contact personnel, physical environment and the perceived corporate image of intangible services by new clientsâ€, International Journal of Service Industry Management, Vol. 13 No. 3, pp. 242-262.
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2023-01-26
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