DocumentCode :
2688792
Title :
An empirical study on drivers of customer-company identification: Evidence from China´s retailing banking industry
Author :
Li, Huifan ; Li, Peng
Author_Institution :
Int. Bus. Inst., Nankai Univ., Tianjin, China
fYear :
2009
fDate :
8-10 June 2009
Firstpage :
558
Lastpage :
563
Abstract :
Identification research originally developed in the area of social psychology and organizational behavior, was here introduced into B2C service context. Using a sample of China´s retailing bank consumers (N=439), the authors tested a model in which company-level and employee-level antecedents affect customer-company identification via customer value and customer satisfaction. Overall, each antecedent was important, albeit through different processes. Corporate identity was positively related to CCI directly. Corporate image was positively associated to CCI via customer satisfaction. Corporate communication was positively linked with CCI via customer value and customer satisfaction, as well as directly. COSE was positively related to CCI via customer value and customer satisfaction respectively.
Keywords :
banking; retailing; B2C service context; China retailing banking industry; corporate image; customer satisfaction; customer value; customer-company identification; identification research; organizational behavior; social psychology; Banking; Context-aware services; Customer satisfaction; Industrial relations; Milling machines; Mouth; Psychology; Radiofrequency interference; Resilience; Testing; Banking industry; Customer-company identification; Mediating effect;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
Type :
conf
DOI :
10.1109/ICSSSM.2009.5174946
Filename :
5174946
Link To Document :
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