Publication in conference proceedings
Does customer-based reputation add to social and mass media reputation in judging social responsibility of banks?
Raquel Rebelo (Rebelo, R.); Nelson Ramalho (Ramalho, N. C.); Pedro Fontes Falcão (Falcão, P. F.);
Proceedings of the International Conference on Applied Business and Management (ICABM2020)
Year (definitive publication)
2020
Language
English
Country
Portugal
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(Last checked: 2024-05-13 14:30)

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Abstract
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.
Acknowledgements
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Keywords
Reputation,Banking,Social media
Funding Records
Funding Reference Funding Entity
UIDB/00315/2020 Fundação para a Ciência e a Tecnologia