Top

Service Business

Published in:

01-03-2014 | Empirical article

Managing internal stakeholders’ views of corporate reputation

Authors: Isabel Olmedo-Cifuentes, Inocencia María Martínez-León, Gary Davies

Published in: Service Business | Issue 1/2014

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

The aims of this paper are to determine what constitutes internal reputation from the perspectives of both senior managers and employees and to use this understanding to create and assess measures of internal reputation. We also hypothesise and test the relationships between the views of each group and performance, using data from a survey of auditing firms. Manager views of reputation are found to co-vary with performance and to have a significant influence over employee views of reputation. We use these findings to illustrate how employee views of reputation can be managed.

previous article Strategies for ICT product diffusion: the case of the Korean mobile communications market

next article Brand competency as a market segmentation method for brand R&D in the Asian luxury market

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Available only for authorised users

SABI is an online database with financial information on more than 1,080,000 Spanish and 320,000 Portuguese companies.

Alcalá MA (2007) Reputación corporativa. Fundamentos Conceptuales. http://www.mindvalue.com/reputacion.pdf. Accessed 26 April 2007

AMAC (2011) America’s most admired corporation. http://www.haygroup.com/id/Best_Companies/index.aspx?ID=26111. Accessed 31 Oct 2011

Anderson N, Schalk R (1998) The psychological contract in retrospect and prospect. J Organ Behav 19(1):637–647. doi:10.1002/(SICI)1099-1379(1998)19:1+<637:AID-JOB986>3.0.CO;2-H CrossRef

Arbelo A, Pérez P (2001) La Reputación Empresarial como Recurso Estratégico: Un Enfoque de Recursos y Capacidades. Proceedings of the XI National Congress of ACEDE, Zaragoza

Bagozzi RP, Yi Y, Lynn PW (1991) Assessing construct validity in organizational research. Adm Serv Q 36(3):421–458. doi:10.2307/2393203 CrossRef

Balachander S, Ghose S (2003) Reciprocal spillover effects: a strategic benefit of brand extensions. J Mark 67(1):4–13. doi:10.1509/jmkg.67.1.4.18594 CrossRef

Barnett ML, Jermier JM, Lafferty BA (2006) Corporate reputation: the definitional landscape. Corp Reput Rev 9(1):26–38. doi:10.1057/palgrave.crr.1550012 CrossRef

Bergh DD, Ketchen DJJ, Boyd BK, Bergh J (2010) Reconsidering the reputation–performance relationship: a resource-based view. J Manag 36(3):588–609. doi:10.1177/0149206308328507

Bommer WH, Johnson JL, Rich GA, Podsakoff PM, Mackenzie SB (1995) On the interchangeability of objective and subjective measures of employee performance: a meta-analysis. Pers Psychol 48(3):587–605. doi:10.1111/j.1744-6570.1995.tb01772.x CrossRef

Borraz J, Fuentelsaz L (2005) La Gestión del Ciclo de Vida de las Capacidades: Un Análisis para el Caso de la Reputación. Proceedings of the IV Iberoamerican Academy of Management, Lisbon

Boxwell RJ (1995) Bechmarking: Para Competir con Ventaja. McGraw-Hill, Madrid

Brown B, Perry S (1994) Removing the financial performance halo from fortune’s most admired companies. Acad Manag J 37(5):1347–1359. doi:10.2307/256676 CrossRef

Brown TJ, Dacin PA, Pratt MG, Whetten DA (2006) Identity, Intended image, construed image, and reputation: an interdisciplinary framework and suggested terminology. J Acad Mark Sci 34(2):99–106. doi:10.1177/0092070305284969 CrossRef

Carmeli A, Tishler A (2004) Resources, capabilities and the performance of industrial firms: a multivariate analysis. Manag Decis Econ 25(6–7):299–315. doi:10.1002/mde.1192 CrossRef

Carrera N, Gómez-Aguilar N, Humphrey C, Ruiz-Barbadillo E (2007) Mandatory audit firm rotation in Spain: a policy that was never applied. Account, Audit Account J 20(5):671–701. doi:10.1108/09513570710779009 CrossRef

Caruana A (1997) Corporate reputation: concept and measurement. J Prod Brand Manag 6(2):109–118. doi:10.1108/10610429710175646 CrossRef

Caruana A, Chircop S (2000) Measuring corporate reputation: a case example. Corp Reput Rev 3(1):43–57. doi:10.1057/palgrave.crr.1540098 CrossRef

Chun R (2005) Corporate reputation: meaning and measurement. Int J Manag Rev 7(2):91–109. doi:10.1111/j.1468-2370.2005.00109.x CrossRef

Chun R, Davies G (2006) The influence of corporate character on customers and employees: exploring similarities and differences. J Acad Mark Sci 34(2):138–146. doi:10.1177/0092070305284975 CrossRef

Churchill GA Jr (1979) A paradigm for developing better measures of marketing constructs. J Mark Res 16(1):64–73. doi:10.2307/3150876 CrossRef

Clardy A (2005) Reputation, goodwill, and loss: entering the employee training audit equation. Hum Resour Dev Rev 4(3):279–304. doi:10.1177/1534484305278243 CrossRef

Commission of the European Communities (2001) Promoting an european framework for corporate social responsibilities, COM (2001) 366 final, Brussels

Crane A, Matten D (2004) Business ethics: managing corporate citizenship and sustainability in the age of globalization. Oxford University Press, Oxford

Cravens K, Goad E, Ramamoorti S (2003) The reputation index: measuring and managing corporate reputation. Eur Manag J 21(2):201–212. doi:10.1016/S0263-2373(03)00015-X CrossRef

Cuadrado JR, Maroto A (2009) Servicios y Regiones en España. Fundación de las Cajas de Ahorros (FUNCAS) 47

Dahlin LA (2007) Where Have all the ethics gone? Business ethics and corporate social responsibility through the years. In: Proceedings of the Northeast Business and Economics Association, pp 360–366

Davies G, Miles L (1998) Reputation management: theory vs. practice. Corp Reput Rev 2(1):16–27. doi:10.1057/palgrave.crr.1540064 CrossRef

Davies G, Chun R, da Silva R, Roper S (2003) Corporate reputation and competitiveness. Routledge, LondonCrossRef

Davies G, Chun R, Kamins M (2010) Reputation gaps and the performance of service organizations. Strateg Manag J 31(5):530–546. doi:10.1002/smj.825

De Quevedo E (2003) Reputación y Creación de Valor. Una Relación. Paraninfo, Madrid

De Quevedo E, De la Fuente JM, Delgado JB (2005) Reputación Corporativa y Creación de Valor. Marco Teórico de una Relación Circular. Investigaciones Europeas de Dirección y Economía de la Empresa 11(2):81–97

Deephouse D (2000) Media reputation as a strategic resource: an integration of mass communication and resource-based theories. J Manag 26(6):1091–1112. doi:10.1016/S0149-2063(00)00075-1

Denison DR (1990) Corporate culture and organizational effectiveness. Wiley, New York

Denison DR, Neale WS (1996) Denison organizational culture survey. Aviat, Ann Arbor

Deshpande R, Farley JU, Webster FE (1993) Corporate culture, customer orientation and innovativeness in Japanese firms: a Quadrad analysis. J Mark 57(1):23–27. doi:10.2307/1252055 CrossRef

Dollinger MJ, Golden P, Saxton T (1997) The effect of reputation on the decision to joint venture. Strateg Manag J 18(2):127–140. doi:10.1002/(SICI)1097-0266(199702)18:2<127:AID-SMJ859>3.0.CO;2-H CrossRef

Ferguson TD, Deephouse DL, Ferguson WL (2000) Do strategic groups differ in reputation? Strateg Manag J 21(12):1193–1214. doi:10.1002/1097-0266(200012)21:12<1195:AID-SMJ138>3.3.CO;2-I

Financial Times (2011) http://www.ft.com/cms/indexPage/dc5c2cec-5c2a-11da-af92-0000779e2340.html and www.ft.com/wmrc2005. Accessed 31 Oct 2011

Fisher-Buttinger C, Vallaster C (2008) Brand ambassadors—strategic diplomats or tactical promoters? In: Kitchen P (ed) Marketing metaphors and metamorphosis. McMillan Publishers, Basingstoke

Fombrun CJ (1996) Reputation: realising value from the corporate image. Harvard Business School Press, Boston

Fombrun CJ, Shanley M (1990) What’s in a name? Reputation building and corporate strategy. Acad Manag J 33(2):233–258. doi:10.2307/256324 CrossRef

Fombrun CJ, van Riel CBM (1997) The reputational landscape. Corp Reput Rev 1(1/2):6–13. doi:10.1057/palgrave.crr.1540008

Fombrun CJ, Gardberg NA, Server JM (2000) The reputation quotient: a multi-stakeholder measure of corporate reputation. J Brand Manag 7(4):241–255CrossRef

Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 18(1):39–50. doi:10.2307/3151312 CrossRef

Fortune (2011) http://money.cnn.com/magazines/fortune/. Accessed 31 Oct 2011

Fryxell GF, Wang J (1994) The Fortune corporate ‘reputation’ index: reputation for what? J Manag 20(1):1–14. doi:10.1177/014920639402000101

García MA, Vico A (2003) Los Escándalos Financieros y la Auditoría: Pérdida y Recuperación de la Confianza en una Profesión en Crisis. http://portales.gva.es/c_economia/web/rveh/pdfs/n7/debate2-7.pdf. Accessed 24 Sept 2012

García MA, Garrido P, Vico A, Moizer P, Humphrey C (1999) La Calidad del Servicio de Auditoría: los Auditores Vistos por sus ‘Clientes’. Revista Española de Financiación y Contabilidad XXVIII(102):1005–1041

Gifford S (1993) Heterogeneous ability, career choice, and firm size. Small Bus Econ 5(4):249–259. doi:10.1007/BF01516246 CrossRef

Gónzalez E (2001) La Responsabilidad Moral de la Empresa. Un Revisión de la Teoría de Stakeholders desde la Ética Discursiva. Doctoral Thesis, Universidad Jaime I de Castellón

Gotsi M, Wilson AM (2001) Corporate reputation: seeking a definition. Corp Commun 6(1):24–30. doi:10.1108/13563280110381189 CrossRef

Hair JF, Black WC, Babin BJ, Anderson RE, Tatham RL (2009) Multivariate analysis, 7th edn. Prentice Hall, Englewood Cliffs

Hatch MJ, Schultz M (1997) Relations between organizational culture, identity and image. Eur J Mark 31(5/6):356–365. doi:10.1108/03090569710167583 CrossRef

Helm S (2007) One reputation or many? Comparing stakeholders′ perceptions of corporate reputation. Corp Commun Int J 12(3):238–254. doi:10.1108/13563280710776842 CrossRef

Helm S (2011) Employees’ awareness of their impact on corporate reputation. J Bus Res 64(7):657–663. doi:10.1016/j.jbusres.2010.09.001 CrossRef

Iglesias S, López VA, Calvo AR (2003) Una Aproximación Empírica al Concepto de Reputación. Proceedings of the XIII Hispano-Lusas Conference of Scientific Management, Lugo

Ingraham P, Kneedler AD (2000) Dissecting the black box revisited: characterizing government management capacity. In: Heinrich CJ, Lynn LE Jr (eds) Governance and performance: new perspectives. Georgetown University Press, Washington, DC

Keller KL (1993) Conceptualizing, measurement, and managing customer-based brand equity. J Mark 57(1):1–22. doi:10.2307/1252054 CrossRef

Landeta J (1999) El Método Delphi: Una Técnica de Previsión para la Incertidumbre [The Delphi method: a prevision technique for uncertainty]. Ariel, Barcelona

Lange D, Lee PM, Dai Y (2011) Organizational reputation: a review. J Manag 37(1):153–184. doi:10.1177/0149206310390963

Leal AG (1991) Conocer la Cultura de las Organizaciones: Una Base para la Estrategia y el Cambio. Actualidad Editorial, Madrid

LeBlanc G, Nguyen N (1996) Cues used by customers evaluating corporate image in service firms: an empirical investigation in financial institutions. Int J Serv Ind Manag 7(2):44–56. doi:10.1108/09564239610113460 CrossRef

Linstone H, Turoff M (1975) The Delphi method: techniques and applications. Addison-Wesley Educational Publishers Inc., Reading

Long RJ (2000) Employee profit sharing: consequences and moderators. Ind Relat 55(3):477–504

López VA, Iglesias S (2006) Percepciones Directivas del Recurso Reputación. Estudio Empírico de sus Relaciones con el Rendimiento Empresarial. Cuadernos de Economía y Dirección de la Empresa 28:139–160

Malhotra NK (1981) A scale of measure self-concepts, person concepts, and product concepts. J Mark Res 18(4):456–464. doi:10.2307/3151339 CrossRef

Martín G, Navas JE, López P (2006) Business and social reputation: exploring the concept and main dimensions of corporate reputation. J Bus Ethics 63(4):361–370. doi:10.1007/s10551-005-3244-z CrossRef

McGuire JB, Schneeweis T, Branch B (1990) Perceptions of firm quality: a cause or result of firm performance. J Manag 16(1):167–180. doi:10.1177/014920639001600112

Mínguez N (2000) Un Marco Conceptual para la Comunicación Corporativa. ZER Revista de Estudios de Comunicación. http://www.rrppnet.com.ar/comcorporativa.htm. Accessed 25 Sept 2008

Moizer P (1997) Auditor reputation: the international empirical evidence. Int J Audit 1(1):61–74. doi:10.1111/1099-1123.00013

O’Reilly C, Chatman J, Caldwell D (1991) People and organizational culture: a profile comparison approach to assessing person-organization fit. Acad Manag J 34(3):487–516. doi:10.2307/256404 CrossRef

Olmedo-Cifuentes I, Martínez-León IM (2011) Medida de la Reputación Empresarial en Pymes de Servicios. Revista Europea de Dirección y Economía de la Empresa 20(3):77–102

Peters TJ, Waterman TH (1982) In search of excellence, lessons from America’s best-run companies. Harper and Row, New York

Podsakoff PM, Organ DW (1986) Self-reports in organizational research: problems and prospects. J Manag 12(4):531–544. doi:10.1177/014920638601200408

Podsakoff PM, Mackenzie SB, Lee JY, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88(5):879–903. doi:10.1037/0021-9010.88.5.879 CrossRef

Ponzi LJ, Fombrun CJ, Gardberg NA (2011) RepTrak™ pulse: conceptualizing and validating a short-form measure of corporate reputation. Corp Reput Rev 14(1):15–35. doi:10.1057/crr.2011.5 CrossRef

Porter ME (1986) Competition in global industries. Harvard Business School Press, Boston

Rao H (1994) The social construction of reputation: certification contests, legitimation and the survival of the organizations in the American automobile industry 1985–1912. Strateg Manag J 15:29–44. doi:10.1002/smj.4250150904 CrossRef

RepTrak (2011) http://www.reputationinstitute.com/advisory-services/reptrak. Accessed 31 Oct 2011

Reputation Institute (2011) http://www.reputationinstitute.com/. Accessed 31 Oct 2011

Rial A, Varela J, Abalo J, Lévy JP (2006) El Análisis Factorial Confirmatorio. In: Lévy JP, Varela J (eds) Modelización con Estructuras de Covarianzas en Ciencias Sociales. Temas esenciales, Avanzados y Aportaciones Especiales. Netbiblo, A Coruña

Rindova V, Williamson IO, Petkova AP, Server JM (2005) Being good or being known: an empirical examination of the dimensions, antecedents and consequences of organizational reputation. Acad Manag J 48(6):1033–1049. doi:10.5465/AMJ.2005.19573108 CrossRef

Roberts PW, Dowling GR (2002) Corporate reputation and sustained superior financial performance. Strateg Manag J 23(12):1077–1093. doi:10.1002/smj.274 CrossRef

Rodríguez JM (2004) Percepción y Medida en la Reputación Empresarial. Econ Ind 357:117–129

Sheridan J (1992) Organizational culture and employee retention. Acad Manag J 35(5):1036–1056. doi:10.2307/256539 CrossRef

Smidts A, Pruyn AdThH, van Riel CBM (2001) The Impact of employee communication and perceived external prestige on organizational identification. Acad Manag J 44(5):1051–1062. doi:10.2307/3069448 CrossRef

Spriggs MT (1994) A framework for more valid measures of channel member performance. J Retail 70(4):327–343. doi:10.1016/0022-4359(94)90003-5 CrossRef

Tily G (2006) Improvements to timely measures of service sector output, Office of National Statistics. http://www.ons.gov.uk/ons/rel/ios/index-of-services/improvements-to-timely-measures-of-service-sector-output/index.html. Accessed 20 Oct 2011

van Tulder R, van der Zwart A (2003) Reputaties op Het Spel. Het Spectrum. Utrecht. (Cited in Wessels 2003)

Villafañe J (2004) La Buena Reputación. Clave del Valor Intangible de las Empresas. Pirámide, Madrid

Weigelt K, Camerer C (1988) Reputation and corporate strategy: a review of recent theory and applications. Strateg Manag J 9(5):443–454. doi:10.1002/smj.4250090505 CrossRef

Wessels C (2003) Reputation defined. CSR Magazine, 2/03. http://www.csreurope.org/pages/en/csr_magazine.html. Accessed 12 Sept 2008

World Business Council for Sustainable Development (1999) Corporate social responsibility: meeting changing expectations. World Business Council for Sustainable Development, Geneva

Title: Managing internal stakeholders’ views of corporate reputation
Authors: Isabel Olmedo-Cifuentes
Inocencia María Martínez-León
Gary Davies
Publication date: 01-03-2014
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2014
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-013-0188-8

Springer Professional

Abstract

Please log in to get access to your license.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Other articles of this Issue 1/2014

The level of innovation among young innovative companies: the impacts of knowledge-intensive services use, firm characteristics and the entrepreneur attributes

Mobile application service networks: Apple’s App Store

Brand competency as a market segmentation method for brand R&D in the Asian luxury market

Impact of national culture on the quality of information delivery in services

The product development process of an enterprise from an SSME perspective

Strategies for ICT product diffusion: the case of the Korean mobile communications market