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An investigation of corporate image, customer satisfaction and loyalty-more than just monkey business

Minkiewicz, Joanne, Evans, Jody, Bridson, Kerrie and Mavondo, Felix 2008, An investigation of corporate image, customer satisfaction and loyalty-more than just monkey business, in ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat, Promaco Conventions, Canning Bridge, W.A., pp. 1-7.

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Title An investigation of corporate image, customer satisfaction and loyalty-more than just monkey business
Author(s) Minkiewicz, Joanne
Evans, Jody
Bridson, Kerrie
Mavondo, Felix
Conference name Australian and New Zealand Marketing Academy Conference (2008 : Sydney, N.S.W.)
Conference location Olympic Park, Sydney, N.S.W.
Conference dates 1-3 December 2008
Title of proceedings ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : shifting the focus from mainstream to offbeat
Editor(s) Spanjaard, Daniela
Denize, Sara
Sharma, Neeru
Publication date 2008
Conference series Australian and New Zealand Marketing Academy Conference
Start page 1
End page 7
Publisher Promaco Conventions
Place of publication Canning Bridge, W.A.
Summary Prior research into corporate branding, of which corporate image is a key construct, has focused primarily on products. There has, however, been limited academic research focusing on corporate branding in the leisure services sector. However, in an increasingly competitive environment, leisure services need to treat branding and image management as more than just "monkey business". This study addresses this by developing a model and empirically testing the relationships between corporate image, the dimensions of corporate image, customer satisfaction and loyalty in the context of a Zoological garden. As predicted, a strong relationship was found between corporate image, customer satisfaction and customer loyalty. Our results also suggest that three dimensions of corporate image (adventure, mission/vision and agreeableness) explain a significant propOliion of the variance in satisfaction and loyalty.
Notes Reproduced with the kind permission of the copyright owner.
ISBN 9781863081443
1863081445
Language eng
Field of Research 150506 Marketing Theory
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2008, ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30018169
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