A Synthetic Literature Review and Prognosis of Corporate E-Reputation

Authors

  •   Salman Khan MAI Computer, Khalid Bin Waleed Street, PO Box 132319, Jeddah 21382
  •   Jacques Digout Professor, Toulouse Business School, 20 Boulevard Lascrosses, 31068 Toulouse

DOI:

https://doi.org/10.17010/ijcs/2017/v2/i2/112039

Keywords:

Reputation

, E-Reputation, Corporate Reputation, Corporate E-Reputation, E-WOM, ORM

Manuscript received January 8

, 2017, revised February 13, accepted February 14, 2017. Date of publication April 5, 2017.

Abstract

A synthetic critique of the literature on corporate reputation management and measurement, this paper employs an 'explaining', and 'predicting' approach from a post-modernist stance. The examination covers established definitions, and frameworks, by taking into account the utility in an online environment. The revisit explores central scholarly standpoints and demonstrates a gradual shift from traditional to a digital era of communication. Despite the growing importance of corporate e-reputation, the theory remains hazy and significantly incomplete. The authors also present a feasibility overview of adopting available academic knowledge and tools for reputation management purposes. By establishing a reflexive relationship between reputation and technological advances, this study rhetorically states the prognosis of the subject. Key points of the discussion are conferred in a logical succession. Results petition further conceptual evolution, empirical investigation, and adoption of management and measurement methods for increased practical usage.

Downloads

Download data is not yet available.

Downloads

Published

2017-04-01

How to Cite

Khan, S., & Digout, J. (2017). A Synthetic Literature Review and Prognosis of Corporate E-Reputation. Indian Journal of Computer Science, 2(2), 7–27. https://doi.org/10.17010/ijcs/2017/v2/i2/112039

Issue

Volume 2, Issue 2, March-April 2017

Section

Articles
Crossref
Scopus
Google Scholar
Europe PMC

References

C. Fill and S. Roper, Corporate Reputation: Brand and Communication. Harlow, England: Pearson, 2012.

G. R. Dowling, "Corporate reputations: Should you compete on yours?," California Manage. Rev., vol. 46, no. 3, pp. 19–36, 2004.

L. Tucker and T. C. Melewar, "Corporate reputation and crisis Manage.: The threat and manageability of anti-corporatism," Corporate Reputation Rev., vol. 7, no. 4, pp. 377–387, 2008.

M. Fertik, Wild west 2.0, How to Protect and Restore Your Reputation on the Untamed Social Frontier. New York: Amer. Manage. Assoc., 2010.

R. Olegario, and C. McKenna, "Introduction: Corporate reputation in historical perspective," Bus. History Rev., vol. 87, no. 4, 643–654, 2013.

L. Ott, and P. Theunissen, "Reputations at risk: Engagement during social media crises," Public Relations Rev., vol. 41, no. 1, pp. 97–102, 2015.

S. A. Morris, B. R. Bartkus, M. Glassman, M., and G. S. Rhiel, "Philanthropy and corporate reputation: An empirical investigation," Corporate Reputation Rev., vol. 16, no. 4, pp. 285–299, 2013.

I. Smaiziene and R. Jucevicius, "Corporate reputation: Multidisciplinary richness and search for a relevant definition," Eng. Econ., vol. 62, no. 2, pp. 91–102, 2009.

J. Barlett, Barlett's Familiar Quotations (16th ed.). Little Brown & Company, 1992.

R. Burkhardt, Reputation Manage. in Small and Medium-sized Enterprises: Analysis and Evaluation of the Use of Reputation Manage.. A Survey of Small and Medium-sized Enterprises in Germany. Hamburg: Diplomica Verlag, 2008.

K. Pauwels, T. Ambler, B. H. Clark, P. LaPointe, D. Reibstein, B. Skiera, and T. Wiesel, "Dashboards as a service: Why, what, how, and what res. is needed?," J. of Service Res., vol. 12, no. 2, pp. 175–189, 2009.

P. Leedy and J. Ormrod, Practical Res.: Planning and Design. Upper Saddle River, NJ: Prentice Hall, 2005.

C. H. Cho, R. P. Guidry, A. M. Hageman, and D. M. Patten, "Do actions speak louder than words? An empirical investigation of corporate environmental reputation," Accounting, Org. and Soc., vol. 37, no. 1, pp. 14–25, 2012.

J. Park, H. Lee, and C. Kim, "Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives,†J. of Bus. Res., vol. 67, no. 3, pp. 295–302, 2014.

B. Jones, J. Temperley and A. Lima, "Corporate reputation in the era of Web 2.0: The case of Primark," J. of Marketing Manage., vol. 25, no. 9–10, pp. 927–939, 2009.

P. Farris, Marketing Metrics: 50+ Metrics Every Executive Should Master. Upper Saddle River, NJ: Wharton School Pub, 2006.

N. Malhotra, Marketing Res.: An Applied Orientation, 1999. Upper Saddle River, NJ: Prentice Hall.

A. Bryman, Social Res. Methods. Oxford: Oxford University Press, 2008.

A. Bryman and E. Bell, Bus. Res. Methods. Oxford: Oxford University Press, 2007.

A. Zavyalova, M. D. Pfarrer, R. K. Reger, and T. D. Hubbard, "Reputation as a benefit and a burden? How stakeholders Org.al identification affects the role of reputation following a negative event," Academy of Manage. J., vol. 59, no. 1, pp. 253–276, 2016.

P. Martineau, "Sharper focus for the corporate image," Harvard Bus. Rev., vol. 36, no. 1, pp. 49–58, 1958.

G. Berens and van C. B. M. Riel, "Corporate Assoc. in the academic literature: Three main streams of thought in the reputation measurement literature," Corporate Reputation Rev., vol. 7, no. 2, pp. 161–178, 2004.

R. Cohen, "The measurement of corporate images," In The Corporation and Its Publics; Essays on the Corporate Image, pp. 48–63. New York: Wiley, 1963.

A. M. Sjovall and A. C. Talk, "From actions to impressions: Cognitive attribution theory and the formation of corporate reputation," Corporate Reputation Rev., vol. 7, no. 3, pp. 269–281, 2004.

A. J. Spector, "Basic dimensions of the corporate image," J. of Marketing, vol. 25, no. 6, p. 47, 1961.

S. J. Flatt, J. Harris-Boundy, and S. Wagner, "CEO succession: A help or hindrance to corporate reputation?," Corporate Reputation Rev., vol. 16, no. 3, pp. 206–219.

D. S. H. Kennedy, "Nurturing corporate images," Eur. J. of Marketing, vol. 11, no. 3, pp. 119–164, 1977.

V. P. Rindova, "Part VII: Manag. reputation: Pursuing everyday excellence: The image cascade and the formation of corporate reputations," Corporate Reputation Rev., vol. 1, no. 2, pp. 188–194, 1997.

J. Doorley and H. Garcia. Reputation Manage: The Key to Successful Public Relations and Corporate Commun.. London, GBR: Routledge, 2007.

S. Croft and J. Dalton, Manag. corporate reputation: The new currency. London, GBR: Thorogood Publishing, 2003.

C. J. Fombrun, Reputation: Realizing value from the corporate image. Boston: Harvard Bus. School Press, 1996.

M. L. Barnett, J. M. Jermier, and B. A. Lafferty, "Corporate reputation: The definitional landscape," Corporate Reputation Rev., vol. 9, no. 1, 26–38, 2006.

G. M. de Castro, J. E. N. López, and P. L. Sáez," Bus. and social reputation: Exploring the concept and main dimensions of corporate reputation," J. of Bus. Ethics, vol. 63, no. 4, pp. 361–370, 2006.

I. Devine and P. Halpern, "Implicit claims: The role of corporate reputation in value creation," Corporate Reputation Rev., vol. 4, no. 1, pp. 42–49, 2001.

N. Bontis, L. D. Booker, and A. Serenko, "The mediating effect of Org.al reputation on customer loyalty and service recommendation in the banking industry," Manage. Decision, vol. 45, no. 9, pp. 1426–1445, 2007.

K. Walker, "A systematic Rev. of the corporate reputation literature: Definition, measurement, and theory," Corporate Reputation Rev., vol. 12, no. 4, pp. 357–387.

G. A. Akerlof, "The market for 'lemons': Quality uncertainty and the market mechanism," Quart. J. of Econ., vol. 84, no. 3, pp. 488.

R. Hall, "The strategic analysis of intangible resources," Strategic Manage. J., vol. 13, no. 2, pp. 135–144, 1992.

B. H. Clark and D. B. Montgomery, "Deterrence, reputations, and competitive cognition," Manage. Sci., vol. 44, no. 1, pp. 62–82, 1998.

G. S. Day, "The capabilities of market-driven Org.s," J. of Marketing, vol. 58, no. 4, pp. 37, 1994.

N. A. Gardberg and C. J. Fombrun, "The Global Reputation Quotient project: First steps towards a cross-Nat.ly valid measure of corporate reputation," Corporate Reputation Rev., vol. 4, no. 4, pp. 303–307, 2002.

G. S. McMillan and M. P. Joshi, "Part IV: How do reputations affect corporate performance?: Sustainable competitive advantage and firm performance: The role of intangible resources," Corporate Reputation Rev., vol. 1, no. 1, pp. 81–85, 1997.

R. D. Gatewood, M. A. Gowan, and G. J. Lautenschlager, "Corporate image, recruitment image and initial job choice decisions," Academy of Manage. J., vol. 36, no. 2, pp. 414–427, 1993.

D. B. Turban and D. W. Greening, "Corporate social performance and Org.al attractiveness to prospective employees," Academy of Manage. J., vol. 40, no. 3, pp. 658–672, 1997.

M. J. Dollinger, P. A. Golden, and T. Saxton, T (1997), "The effect of reputation on the decision to joint venture," Strategic Manage. J., vol. 18, no. 2, pp. 127–140, 1997.

M. C. Campbell, "Perceptions of price unfairness: Antecedents and consequences, " J. of Marketing Res., vol. 36, no. 2, p. 187, 1999.

M. E. Goldberg and J. Hartwick, "The effects of advertiser reputation and extremity of advertising claim on advertising effectiveness," J. of Consumer Res., vol. 17, no. 2, p. 172, 1990.

M. S. Neill and M. Moody, "Who is responsible for what? Examining strategic roles in social media Manage.," Public Relations Rev., vol. 41, no. 1, pp. 109–118, 2015.

R. R. Dolphin, "Corporate reputation – A value creating strategy," Corporate Governance, vol. 4, no. 3, pp.77–92, 2004.

C. Fombrun and M. Shanley, "What's in a name? Reputation building and corporate strategy," Academy of Manage. J., vol. 33, no. 2, pp. 233–258, 1990.

V. P. Rindova, I. O. Williamson, A. P. Petkova, and J. M. Sever, "Being good or being known: An empirical examination of the dimensions, antecedents, and consequences of Org.al reputation," Academy of Manage. J., vol. 48, no. 6, pp. 1033–1049, 2005.

R. Hall, "A framework linking intangible resources and capabiliites to sustainable competitive advantage," Strategic Manage. J., vol. 14, no. 8, pp. 607–618, 1993.

T. J. Brown, "Identity, intended image, construed image, and reputation: An interdisciplinary framework and suggested terminology," J. of the Academy of Marketing Sci., vol. 34, no. 2, pp. 99–106, 2006.

S. Mariconda and F. Lurati, "Being known: A literature Rev. on media visibility, public prominence and familiarity with implications for reputation Res. and Manage.," Corporate Reputation Rev., vol. 17, no. 3, pp. 219–236, 2014.

D. Bromley, "Comparing corporate reputations: League tables, quotients, benchmarks, or case Stud.?," Corporate Reputation Rev., vol. 5, no. 1, pp. 35–50, 2002.

R. Chun, "Corporate reputation: Meaning and measurement," Int. J. of Manage. Rev., vol. 7, no. 2, pp. 91–109, 2005. doi: 10.1111/j.1468-2370.2005.00109.x

C. J. Fombrun and C. B. M. Van Riel, Fame and fortune: How Successful Companies Build Winning Reputations, 2004. New Jersey: FT Prentice Hall.

J. M. Logsdon, and D. J. Wood, "Reputation as an emerging construct in the Bus. and soc. field: An introduction," Bus. and Soc., no. 41, no. 4, pp. 365–370, 2002.

S. L. Wartick, "Measuring corporate reputation: Definition and data," Bus. and Soc., vol. 41, no. 4, pp. 371–392, 2002.

H. Rao, "The social construction of reputation: Certification contests, legitimation, and the survival of Organizations in the Amer. Automobile industry: 1895–1912," Strategic Manage. J., vol. 15, no. S1, pp. 29–44, 1994.

B. M. Staw and L. D. Epstein, "What bandwagons bring: Effects of popular Manage. techn. on corporate performance, reputation, and CEO pay," Administrative Sci. Quart., vol. 45 no. 3, p. 523, 2000.

D. L. Deephouse, "Media reputation as a strategic resource: An integration of mass communication and resource-based theories," J. of Manage., vol. 26, no. 6, pp. 1091–1112, 2000.

L. F. Lee, A. P. Hutton, and S. Shu, "The role of social media in the capital market: Evidence from consumer product recalls," J. of Accounting Res., vol. 53, no. 2, pp. 367–404, 2015.

K.-P. Wiedmann and H. Buxel, "Corporate reputation Manage. in Germany: Results of an empirical study," Corporate Reputation Rev., vol. 8, no. 2, pp.145–163, 2005.

N. Gatzert, "The impact of corporate reputation and reputation damaging events on financial performance: Empirical evidence from the literature," Eur. Manage. J., vol. 33, no. 6, pp. 485–499, 2015.

S. R. Veil, E. L. Petrun, and H. A. Roberts, "Issue Manage. gone awry: When not to respond to an online reputation threat," Corporate Reputation Rev., vol. 15, no. 4, pp. 319–332, 2012.

T. Tripp and Y. Grégoire, "When unhappy customers strike back on the internet," MIT Sloan Manage. Rev., vol. 52, no. 3, p. 37, 2011.

P. Barwise and S. Meehan, "The one thing you must get right when building a brand," Harvard Bus. Rev., vol.88, no. 12, 2010.

C. Homburg, L. Ehm, and M. Artz,"Measuring and Manag. consumer sentiment in an online community environment," J. of Marketing Res., vol. 52, no. 5, pp. 629–641, 2015.

Y. Liu, "Word of mouth for movies: Its dynamics and impact on box office revenue," J. of Marketing, vol. 70, no. 3, pp. 74–89, 2006.

N. Hu, I. Bose, N. S. Koh, and L. Liu, "Manipulation of online Rev.s: An analysis of ratings, readability, and sentiments," Decision Support Syst., vol. 52, no. 3, pp. 674–684, 2012.

J. Malbon, "Taking fake online consumer Rev.s seriously," J. of Consumer Policy, vol. 36, no. 2, pp. 139–157, 2013.

P. Resnick, K. Kuwabara, R. Zeckhauser, and E. Friedman, "Reputation Syst.," Commun. of the ACM, vol. 43, no. 12, pp. 45–48, 2000.

S. M. Mudambi and D. Schuff, "What makes a helpful online Rev.? A study of customer Rev.s on Amazon.com," MIS Quart., vol. 34, no. 1, pp. 185–200, 2010.

J. A. Chevalier, and D. Mayzlin, "The effect of word of mouth on sales: Online book Rev.s," J. of Marketing Res., vol. 43, no. 3, pp. 345–354, 2006.

K. de Valck, G. H. van Bruggen, and B. Wierenga, "Virtual communities: A marketing perspective," Decision Support Syst., vol. 47, no. 3, pp. 185–203, 2009.

S. Waddington and S. Earl, Brand Anarchy: Manag. Corporate Reputation. London: Bloomsbury, 2012.

R. A. King, P. Racherla, and V. D. Bush, "What we know and don't know about online word-of-mouth: A Rev. and synthesis of the literature," J. of Interactive Marketing, vol. 28, no. 3, pp. 167–183, 2014.

P. De Maeyer, "Impact of online consumer Rev.s on sales and price strategies: A Rev. and directions for future Res.," J. of Product and Brand Manage., vol. 21, no. 2, pp.132–139, 2012.

N. C. Huang-Horowitz and K. Freberg, "Bridging Org.al identity and reputation messages online: A conceptual model," Corporate Commun.: An Int. J., vol. 21, no. 2, pp.195–212, 2016.

V. Blazevic, W. Hammedi, I. Garnefeld, R. T. Rust, T. Keiningham, T. W. Andreassen, and W. Carl, "Beyond traditional word-of-mouth: An expanded model of customer influence," J. of Service Manage., vol. 24, no. 3, pp. 294–313, 2013.

T. Hennig-Thurau, K. P. Gwinner, G. Walsh, and D. D. Gremler, "Electr. word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?" J. of Interactive Marketing, vol. 18, no. 1, pp. 38–52, 2004.

Y. Chen and J. Xie, "Online consumer Rev.: Word-of-mouth as a new element of marketing communication mix," Manage. Sci., vol. 54, no. 3, pp. 477–491,

G. S. Day, "Manag. market relationships," J. of the Academy of Marketing Sci., vol. 28, no. 1, pp. 24–30, 2000.

A. Caruana and M. T. Ewing, "How corporate reputation, quality, and value influence online loyalty," J. of Bus. Res., vol. 63, no. 9–10, pp. 1103–1110, 2010.

A. C. Valvi and K. C. Fragkos, "Critical Rev. of the e-loyalty literature: A purchase-centred framework," Electr. Commerce Res., vol. 12, no. 3, pp. 331–378, 2012.

M. O. Lwin and J. D.Williams, "Promises, promises: How consumers respond to warranties in internet retailing," J. of Consumer Affairs, vol. 40, no. 2, pp. 236–260, 2006.

P. S. Richardson, A. S. Dick, and A. K. Jain, "Extrinsic and intrinsic cue effects on perceptions of store brand quality," J. of Marketing, vol. 58, no. 4, pp. 28–36, 1994.

S. Gregor, "The nature of theory in Inform. Syst.," MIS Quart., vol. 30, no. 3, pp. 611–642, 2006.

B. Jin, J. Yong Park, and J. Kim,"Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty," Int. Marketing Rev., vol. 25, no. 3, pp. 324–337, 2008.

K. Lee and S. Shavitt, "The use of cues depends on goals: Store reputation affects product judgments when social identity goals are salient," J. of Consumer Psychology, vol. 16, no. 3, pp. 260–271, 2006.

D. Purohit and J. Srivastava, J., "Effect of manufacturer reputation, retailer reputation, and product warranty on consumer judgments of product quality: A cue diagnosticity framework," J. of Consumer Psychology, vol. 10, no. 3, pp. 123–134, 2001.

J. Kim and S. J. Lennon, "Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention," J. of Res. in Interactive Marketing, vol. 7, no. 1, pp. 33–56, 2013.

Jeng, S.-P., "The effect of corporate reputations on customer perceptions and cross-buying intentions," Service Industries J., vol. 31, no. 6, pp. 851–862, 2011.

J.-S. Chiou, "The antecedents of consumers' loyalty toward internet service providers," Inform. and Manage., vol. 41, no. 6, pp. 685–695, 2004.

C. Flavián, M. Guinalíu, and R. Gurrea, " The role played by perceived usability, satisfaction and consumer trust on website loyalty," Inform. and Manage., vol. 43, no. 1, pp. 1–14, 2006.

G. R. Milne and M.-E. Boza, "Trust and concern in consumers' perceptions of marketing Inform. Manage. practices," J. of Interactive Marketing, vol. 13, no. 1, pp. 5–24, 1999.

J. Singh, and D. Sirdeshmukh, "Agency and trust mechanisms in consumer satisfaction and loyalty judgments," J. of the Academy of Marketing Sci., vol. 28, no. 1, pp. 150–167, 2000.

L. Gaines-Ross, "Part III: Measuring and valuing reputations: Leveraging corporate equity," Corporate Reputation Rev., vol. 1, no. 1, pp. 51–56, 1997.

H. M. Shamma, "Toward a comprehensive understanding of corporate reputation: Concept, measurement and implications," Int. J. of Bus. and Manage., vol. 7, no. 16, p. 151, 2012.

A. E. Cretu and R. J. Brodie, "The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective," Ind. Marketing Manage., vol. 36, no. 2, pp. 230–240, 2007.

S. Mudambi, "Branding importance in Bus.-to-Bus. markets," Ind. Marketing Manage., vol. 31, no. 6, pp. 525–533, 2002.

V. Baka, "The becoming of user-generated Rev.s: Looking at the past to understand the future of Manag. reputation in the travel sector," Tourism Manage., vol. 53, pp. 148–162, 2016.

K. T. Jackson, Building Reputational Capital: Strategies for Integrity and Fair Play that Improve the Bottom Line. Cary, NC, USA: Oxford University Press, 2004.

K. Bodnar and J. L.Cohen, The B2B Social Media Book: Become a Marketing Superstar by Generating Leads with Blogging, LinkedIn, Twitter, Facebook, Email, and more. Hoboken, NJ: Wiley, 2012.

D. A. Whetten, "Part II: Where do reputations come from?: Theory development and the study of corporate reputation," Corporate Reputation Rev., vol. 1, no. 1, pp. 25–34, 1997.

P. Gillin and E. Schwartzman, Social Marketing to the Bus. customer: Listen to Your B2B Market, Generate Major Account Leads, and Build Client Relationships, 2011. Hoboken, NJ: Wiley.

T. Hannington, How to Measure and Manage Your Corporate Reputation. Aldershot, England: Gower Pub Co., 2004.

A. Griffin (2009). New Strategies for Reputation Manage.: Gaining Control of Issues, Crises and Corporate Social Responsibility. London: Chartered Inst. of Public Relations, 2009.

A. Siano, A. Vollero, and M. Palazzo, "Exploring the role of online consumer empowerment in reputation building: Res. questions and hypotheses," J. of Brand Manage., vol. 19, no. 1, pp. 57–71, 2011.

M. Bruhn, V. Schoenmueller, and D. B. Schäfer, "Are social media replacing traditional media in terms of brand equity creation?," Manage. Res. Rev., vol. 35, no. 9, pp. 770–790, 2012.

R. Hanna, A. Rohm, and V. L. Crittenden, "We're all connected: The power of the social media ecosystem," Bus. Horizons, vol. 54, no. 3, pp. 265–273, 2011.

W. G. Mangold and D. J. Faulds, "Social media: The new hybrid element of the promotion mix," Bus. Horizons, vol. 52, no. 4, pp. 357–365, 2009.

E. Qualman, Socialnomics: How Social Media Transforms the Way We Live and Do Bus., Hoboken, NJ: Wiley, 2009.

V. Baka, "Formative reputation: From being an Org.al asset to becoming a process in the making," Corporate Reputation Rev., vol. 19, no. 2, pp. 152–165, 2016.

K. Weigelt and C. Camerer, "Reputation and corporate strategy: A Rev. of recent theory and applications," Strategic Manage. J., vol. 9, no. 5, pp. 443–454, 1988.

D. E Cavazos, "Book Rev.: The Oxford handbook of corporate reputation," Org. Stud., vol. 34, no. 3, pp. 423–425, 2013.

P. G. Lewellyn, "Corporate reputation: Focusing the zeitgeist," Bus. and Soc., vol. 41, no. 4, pp. 446–455, 2002.

D. Vercic, A. T., Vercic, and K. Sriramesh, "Looking for digital in public relations," Public Relations Rev., vol. 41, no. 2, pp.142–152, 2015.

B. G. Smith and T. D. Gallicano, "Terms of engagement: analyzing public engagement with organizations through social media," Comput in Human Behavior, vol. 53, pp. 82–90, 2015.

P. B. Floreddu, F. Cabiddu, and R. Evaristo, "Inside your social media ring: How to optimize online corporate reputation," Bus. Horizons, vol. 57, no. 6, pp. 737–745, 2014.

K. Riach, "Exploring participant-centred reflexivity in the Res. interview," Sociology, vol. 43, no. 2, pp. 356–370, 2009.

S. Boivie, S. D. Graffin, and R. J. Gentry, "Understanding the direction, magnitude, and joint effects of reputation when multiple actors reputations collide," Academy of Manage. J., vol. 59, no. 1, pp. 188–206, 2016.

P. J. Kitchen, M. E. Tourky, D. Dean, and A. S. Shaalan, "Corporate identity Antecedents and components: Toward a theoretical framework," Corporate Reputation Rev., vol. 16, no. 4, pp. 263–284, 2013.

K. Money, S. Rose, and C. Hillenbrand, "The impact of the corporate identity mix on corporate reputation," J. of Brand Manage., vol. 18, no. 3, pp. 197–211, 2010.

M. Weber, S. Erickson, and M. Stone, , "Corporate reputation Manage.: Citibank's use of image restoration strategies during the U.S. banking crisis," J. of Organizational Culture, Commun. and Conflict, vol. 15, no. 2, pp. 35–55, 2011.

D. H.-M. Wang, T. H.-K. Yu, and C.-H. Chiang, "Exploring the value relevance of corporate reputation: A fuzzy-set qualitative comparative analysis," J. of Bus. Res., vol. 69, no. 4, pp. 1329–1332, 2016.

B. Berman, "Referral marketing: Harnessing the power of your customers," Bus. Horizons, vol. 59, no. 1, pp. 19–28, 2016.

S. T. Ponis and E. Koronis, "A knowledge Manage. process-based approach to support corporate crisis Manage.," Knowledge and Process Manage., vol. 19, no. 3, pp. 148–159, 2012.

A.Valackiene, "Efficient corporate communication decisions in crisis Manage.," Eng. Econ., vol. 23, no. 1, pp. 99–111, 2010.

Shanahan, F. and Seele, P., "Shorting ethos: Exploring the relationship between Aristotle's ethos and reputation Manage.," Corporate Reputation Rev., vol. 18, no. 1, pp. 37–49, 2015.

S. W. Hansen, J. E. Swan, and T. L. Powers, "Encouraging “friendly†complaint behavior in Ind. markets: Preventing a loss of customers and reputation," Ind. Marketing Manage., vol. 25, no. 4, pp. 271–281, 1996.

K. Plangger, "The power of popularity: How the size of a virtual community adds to firm value," J. of Public Affairs, vol. 12, no. 2, pp. 145–153, 2012.

M. Rhee and M. E. Valdez, "Contextual factors surrounding reputation damage with potential implications for reputation repair," Academy of Manage. Rev., vol. 34, no. 1, pp. 146–168, 2009.

E. D. Brocato, R. A Peterson, and V. L. Crittenden, "When things go wrong: Account strategy following a corporate crisis event," Corporate Reputation Rev., vol. 15, no. 1, pp. 35–51, 2012.

J. E. Hale, R. E. Dulek, and D. Hale, "Crisis response communication challenges: Building theory from qualitative data," J. of Bus. Communication, vol. 42, no. 2, pp. 112–134, 2005.

P. Harris, "Future proofing the Org. through sustainable corporate reputation," J. of Public Affairs, vol. 11, no. 1, pp. 1–3, 2011.

L. Gaines-Ross, "Reputation warfare," Harvard Bus. Rev., vol. 88, no. 12, 2010.

W. H. Decker, "A firm's image following alleged wrongdoing: Effects of the firm's prior reputation and response to the allegation," Corporate Reputation Rev., vol. 15, no. 1, pp. 20–34, 2012.

J. Kador, Effective Apology: Mending fences, Building Bridges, and Restoring Trust. San Francisco, CA: Berrett-Koehler Publishers, 2009.

S. M. Carter and J. M. Dukerich, "Part VI: How Ssould reputations be managed in good times and bad times? : Corporate reputation and its effect on organizational actions: How reputations are managed," Corporate Reputation Rev., vol. 1, no. 2, pp. 152–156, 1997.

J. H. Kietzmann, K. Hermkens, I. P. McCarthy, and B. S. Silvestre, "Social media? Get serious! Understanding the functional building blocks of social media," Bus. Horizons, vol. 54, no. 3, pp. 241–251, 2011.

W. T. Coombs, "The value of communication during a crisis: Insights from strategic communication Res.," Bus. Horizons, vol 58, no. 2, pp. 141–148, 2015.

R. O'Rourke, "Part VI: How should reputations be managed in good times and bad times? : Manag. in times of crisis," Corporate Reputation Rev., vol. 1, no. 2, pp. 120–125, 1997.

M. L. Barnett and S. Leih, "Sorry to (not) burst your bubble: The influence of reputation rankings on perceptions of firms," Bus. and Soc., 2016.

Singh, J.,"Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories," J. of the Academy of Marketing Sci., vol. 18, no. 1, pp. 1–15, 1990.

R. B. Money, M. C. Gilly, and J. L. Graham, "Explorations of natural culture and word-of-mouth referral behavior in the purchase of Ind. services in the United States and Jpn.," J. of Marketing, vol. 62, no. 4, p. 76, 1998.

J. L. Ferguson and W. J. Johnston, "Customer response to dissatisfaction: A synthesis of literature and conceptual framework," Ind. Marketing Manage., vol. 40, no. 1, pp. 118–127, 2011.

N. A. Dentchev and A. Heene, "Manag. the reputation of restructuring corporations: Send the right signal to the right stakeholder," J. of Public Affairs, vol. 4, no. 1, pp. 56–72, 2004.

A. Berlin, "How to protect your online reputation," 2009. [Online] Available: http://www.forbes.com/2009/07/01/online-reputation-protect-leadership-careers-networking.html

M. M. Wasko and S. Faraj, "Why should I share? Examining social capital and knowledge contribution in Electr. networks of practice," MIS Quart., vol. 29, no. 1, pp. 35–57, 2005.

L. J. Harrison-Walker and S. E. Neeley, "Customer relationship building on the internet in B2B marketing a proposed typology," J. of Marketing Theory and Practice, Winter, pp. 19–36, 2004.

B. A. Sparks, K. K. F. So, and G. L. Bradley, "Responding to negative online Rev.s: The effects of hotel responses on customer inferences of trust and concern," Tourism Manage., vol. 53, pp. 74–85, 2016.

N. Michaelidou, N. T. Siamagka,and G. Christodoulides, "Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands," Ind. Marketing Manage., vol. 40, no. 7, pp. 1153–1159, 2011.

Z. Katona and M. Sarvary, "Maersk Line: B2B social media--“It's communication, not marketing,†California Manage. Rev., vol. 56, no. 3, pp.142–156, 2014.

J. J. Jussila, H. Kärkkäinen, and H. Aramo-Immonen, "Social media utilization in Bus.-to-Bus. relationships of technol. industry firms," Comput. in Human Behavior, vol. 30, pp. 606–613, 2014.

N. Virtsonis and S. Harridge-March, "Brand positioning in the B2B online environment: A case from the UK print industry," J. of Brand Manage., vol. 16, no. 8, pp. 556–570, 2009.

G. Walsh and S. E. Beatty, "Customer-based corporate reputation of a service firm: Scale development and validation," J. of the Academy of Marketing Sci., vol. 35, no. 1, pp. 127–143, 2007.

S. J. Brammer and S. Pavelin, "Corporate reputation and social performance: The importance of fit," J. of Manage. Stud., vol. 43, no. 3, pp. 435–455, 2006.

P. R. Berthon, L. F. Pitt, K. Plangger, and D. Shapiro, "Marketing meets Web 2.0, social media, and creative consumers: Implications for Int. marketing strategy," Bus. Horizons, vol. 55, no. 3, pp. 261–271, 2012.

Z. C. Xie and S. J. Barnes, "Web site quality in the UK airline industry: A longitudinal examination," J. of Comput. Inform. Syst., vol. 49, no. 2, pp. 50–57, 2008.

E. Argyriou, P. J. Kitchen, and T. C. Melewar, "The relationship between corporate websites and brand equity: A conceptual framework and Res. agenda," Int. J. of Market Res., vol. 48, no. 5, pp. 575–599, 2006.

D. A. Gruber, R. E. Smerek, M. C., Thomas-Hunt, and E. H. James, "The real-time power of Twitter: Crisis Manage. and leadership in an age of social media," Bus. Horizons, vol. 58, no. 2, pp. 163–172, 2015.

S. Mudambi, P. Doyle, and V.Wong, "An exploration of branding in Ind. markets. Ind. Marketing Manage., vol. 26, no. 5, pp. 433–446, 1997.

C. Dijkmans, P. Kerkhof, and C. J. Beukeboom, "A stage to engage: Social media use and corporate reputation," Tourism Manage., vol. 47, pp. 58–67, 2015.

C. Dijkmans, P. Kerkhof, A. Buyukcan-Tetik, and C. J. Beukeboom, "Online conversation and corporate reputation: A two-wave longitudinal study on the effects of exposure to the social media activities of a highly interactive company," J. of Comput.-Mediated Communication, vol. 20, no. 6, pp. 632–648, 2015.

A. J. Kim and E. Ko, "Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand," J. of Bus. Res., vol. 65, no. 10, pp. 1480–1486, 2012.

B. Nguyen, X. Yu, T. C. Melewar, and J. Chen, "Brand innovation and social media: Knowledge acquisition from social media, market orientation, and the moderating role of social media strategic capability," Ind. Marketing Manage., vol. 51, pp.11–25, 2015.

J. Digout, J. De´caudin, and C. Fueyo, E-réputation des marques, des produits et des dirigeants. Paris: Vuibert, 2013.

G. Chakraborty, V. Lala, and D. Warren, "What do customers consider important in B2B websites?," J. of Advertising Res., vol. 43, no. 1, pp. 50–61, 2003.

R. Chun and G. Davies, "E-reputation: The role of mission and vision statements in positioning strategy," J. of Brand Manage., vol. 8, no. 4, pp. 315–333, 2001.

W. Nadeem, D. Andreini, J. Salo, and T. Laukkanen, "Engaging consumers online through websites and social media: A gender study of Italian generation Y clothing consumers. Int. J. of Inform. Manage., vol. 35, no. 4, pp. 432–442, 2015.

Q. Yan, S. Wu, L. Wang, P. Wu, H. Chen, and G. Wei, " E-WOM from e-commerce websites and social media: Which will consumers adopt?," Electr. Commerce Res. and Applications, vol. 17, pp. 62–73, 2016.

P. M. G. de Leaniz and I. R. del Bosque Rodríguez, "Corporate image and reputation as drivers of customer loyalty," Corporate Reputation Rev., vol. 19, no. 2, pp. 166–178, 2016.

R. Savolainen, "Judging the quality and credibility of Inform. in internet discussion forums," J. of the Assoc. for Inform. Sci. and Technol., vol. 62, no. 7, pp. 1243–1256, 2011.

V. McKinney, K. Yoon, and F. Zahedi “Mariam.†, "The measurement of web-customer satisfaction: An expectation and disconfirmation approach," Inform. Syst. Res., vol. 13, no. 3, pp. 296–315, 2002.

M. Ghasemaghaei and K. Hassanein, "A macro model of online Inform. quality perceptions: A Rev. and synthesis of the literature," Computers in Human Behavior, vol. 55, pp. 972–991, 2016.

A. M. Kaplan and M. Haenlein," Users of the world, unite! The challenges and opportunities of social media," Bus. Horizons, vol. 53, no. 1, pp. 59–68, 2010.

C. J. Fombrun and C. B. M. van Riel, Essentials of Corporate Communication. Abingdon: Routledge, 2007.

C. J. Fombrun, "Indices of corporate reputation: An analysis of media rankings and social monitors' ratings," Corporate Reputation Rev., vol. 1, no. 4, pp. 327–340, 1998.

A. Clardy, "Org.al reputation: Issues in conceptualization and measurement," Corporate Reputation Rev., vol. 15, no. 4, pp. 285–303, 2012.

D. Lange, P. M. Lee, and Y. Dai, "Orginazational reputation: A Rev.," J. of Manage., vol. 37, no. 1, pp. 153–184, 2011.

J. F. Mahon, "Corporate reputation: Res. agenda using strategy and stakeholder literature," Bus. and Soc., vol. 41, no. 4, pp. 415–445, 2002.

A. Caruana and S. Chircop, "Measuring corporate reputation: A case example," Corporate Reputation Rev., vol. 3, no. 1, pp. 43–57, 2000.

J. M. Handelman and S. J. Arnold, "The role of marketing actions with a social dimension: Appeals to the institutional environment," J. of Marketing, vol. 63, no. 3, pp. 33, 1999.

A. M. Casado, J. I. Peláez, and J. Cardona, "Manag. corporate reputation: A perspective on the Spanish market," Corporate Reputation Rev., vol 17, no. 1, pp. 46–63, 2014.

D. B. Bromley, "Psychological aspects of corporate identity, image and reputation," Corporate Reputation Rev., vol. 3, no. 3, pp. 240–252, 2000.

K. Cravens, E. Goad Oliver, and S.Ramamoorti, "The reputation index: Measuring and Manag. corporate reputation," Eur. Manage. J., vol. 21, no. 2, pp. 201–212, 2003.

P. Gottschalk, Corporate Social Responsibility, Governance and Corporate Reputation, 2011. River Edge, NJ: WSPC.

G. E. Fryxell and J. Wang, "The Fortune Corporate “Reputation†Index: Reputation for what?," J. of Manage., vol 20, no. 1, pp. 1–14, 1994.

C. J. Fombrun, N. A. Gardberg, and J. M. Sever, "The Reputation QuotientSM: A multi-stakeholder measure of corporate reputation," J. of Brand Manage., vol.7, no. 4, pp. 241–255, 2000.

C. J. Fombrun, "List of lists: A compilation of Int. corporate reputation ratings," Corporate Reputation Rev., vo. 10, no. 2, pp. 144–153, 2007.

M. Schultz, J. Mouritsen, and G. Gabrielsen, “ Sticky reputation: Analyzing a ranking system. Corporate Reputation Rev., vol. 4, no. 1,pp. 24–41, 2001.

M. Rhee and P. R. Haunschild, "The liability of good reputation: A study of product recalls in the U.S. automobile industry," Org. Sci., vol. 17, no. 1, pp. 101–117, 2006.

G. Davies, R. Chun, R. V. da Silva, and S. Roper, "A corporate character scale to assess employee and customer views of Org. reputation," Corporate Reputation Rev., vol. 7, no. 2, pp. 125–146, 2004.

J. Blythe and A. S. Zimmerman, Bus. to Bus. Marketing Manage.: A Global Perspective. New York: Routledge, 2013.

D. M. Cable and M. E. Graham, "The determinants of job seekers' reputation perceptions," J. of Organizational Behavior, vol. 21, no.8, pp. 929–947., 2000.

M. L. Bernett and T. G. Pollock, The Oxford handbook of corporate reputation, Oxford: Oxford University Press, 2012.

C. J. Fombrun, L. J. Ponzi, and W. Newburry, "Stakeholder tracking and analysis: The RepTrak® system for measuring corporate reputation," Corporate Reputation Rev., vol. 18, no. 1, pp. 3–24, 2015.

M. Sarstedt, P. Wilczynski, and T. C. Melewar, "Measuring reputation in global markets—A comparison of reputation measures' convergent and criterion validities," J. of World Bus., vol. 48, no. 3, pp. 329–339, 2013.

V. Dutot and S. Castellano, "Designing a measurement scale for e-reputation," Corporate Reputation Rev., vol. 18, no. 4, pp. 294–313, 2015.

L. S. Gensler and P. S. H. Leeflang, "Popularity of brand posts on brand fan pages: An investigation of the effects of social media marketing," J. of Interactive Marketing, vol. 26, no. 2, pp. 83–91, 2012.

H. S. Manaman, S. Jamali, and A. AleAhmad, "Online reputation measurement of companies based on user-generated content in online social networks," Comput. in Human Behavior, vol. 54, pp. 94–100, 2016.

N. Amblee and T. Bui, "Harnessing the influence of social proof in online shopping: The effect of Electr. word of mouth on sales of digital microproducts," Int. J. of Electr. Commerce, vol. 12, no. 2, pp. 91–113, 2011.

R. Bennett and H. Gabriel, "Corporate reputation, trait covariation and the averaging principle - The case of the UK pensions mis-selling scandal," Eur. J. of Marketing, vol. 35, no. 3/4, pp. 387–413, 2001.

M. Bohlouli, J. Dalter, M. Dornho fer, J. Zenkert, and M. Fathi (2015), "Knowledge discovery from social media using big data-provided sentiment analysis (SoMABiT)," J. of Inform. Sci., vol. 41, no. 6, pp. 779–798, 2015.

D. Kang and Y. Park, "Rev.-based measurement of customer satisfaction in mobile service: Sentiment analysis and VIKOR approach," Expert Syst. with Applications, 41(4 PART 1), pp. 1041–1050, 2014.

N. F. F.da Silva, E. R. Hruschka, and E. R. Hruschka, "Tweet sentiment analysis with classifier ensembles," Decision Support Syst., vol. 66, pp. 170–179, 2014.

R. Feldman, "Techn. and applications for sentiment analysis," Commun. of the ACM, vol. 56, no. 4, p. 82, 2013.

R. Gaspar, C. Pedro, P. Panagiotopoulos, and B. Seibt, "Beyond positive or negative: Qualitative sentiment analysis of social media reactions to unexpected stressful events," Comput. in Human Behavior, vol. 56, pp. 179–191, 2016.

A. Balahur, J. M. Hermida, and A. Montoyo, "Detecting implicit expressions of emotion in text: A comparative analysis," Decision Support Syst., vol. 53, no. 4, pp. 742–753.

A. Gandomi and M. Haider, "Beyond the hype: Big data concepts, methods, and analytics," Int. J. of Inform. Manage., vol. 35, no. 2, pp. 137–144, 2015.

M. Abdul-Mageed, , M. Diab, and S. Kübler, "SAMAR: Subjectivity and sentiment analysis for Arabic social media," Comput. Speech and Language, vol. 28, no. 1, pp. 20–37, 2014.

F. Pérez-Tellez, J. Cardiff, P. Rosso, and D. Pinto, "Disambiguating company names in microblog text using clustering for online reputation Manage.," Revista Signos, vol. 48, no. 87, pp. 54–77, 2015.

Y. J. Sohn and R. Lariscy, "Resource-based crisis Manage.: The important role of the CEO's reputation," J. of Public Relations Res., vol. 24, pp. 318–337, 2012.

Wiedmann, K. -P, "Germany: Analyzing the German corporate reputation landscape," Corporate Reputation Rev., vol. 4, no. 4, pp. 337–353, 2002.

S. Helm, "Designing a formative measure for corporate reputation," Corporate Reputation Rev., vol. 8, no. 2, pp. 95–109, 2005.

J. Larkin, Strategic Reputation Risk Manage., Basingstoke: Palgrave Macmillan, 2003.

V. A. Zeithaml, "Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence," J. of Marketing, vol. 52, no. 3, pp. 2–22, 1988

Z. Xiang and U. Gretzel, "Role of social media in online travel Inform. search," Tourism Manage., vol. 31, no. 2, pp. 179–188, 2010.

S. Helm and J. Tolsdorf, "How does corporate reputation affect customer loyalty in a corporate crisis?," J. of Contingencies and Crisis Manage., vol. 21, no. 3, pp. 144–152, 2013.

W. Pillow, "Confession, catharsis, or cure? Rethinking the uses of reflexivity as methodological power in qualitative Res.," Int. J. of Qualitative Stud. in Edu., vol. 16, no. 2, pp.175–196, 2003.

L. J. Ponzi, C. J. Fombrun, and N. A.Gardberg, "RepTrakTM Pulse: Conceptualizing and validating a short-form measure of corporate reputation," Corporate Reputation Rev., vol. 14, no. 1, pp. 15–35, 2011.

W. T. Coombs, "Choosing the right words: The development of guidelines for the selection of the “appropriate†crisis-response strategies," Manage. Communication Quart., vol. 8, no. 4, pp. 447–476, 1995.