The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal

Detalhes bibliográficos
Autor(a) principal: Tavares, Patrícia Isabel Ramos Pego Nunes
Data de Publicação: 2006
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.5/24818
Resumo: Mestrado em Marketing
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spelling The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de PortugalCorporate CharacterReputationIdentityImageSatisfactionLoyaltyMestrado em MarketingThe area of reputation definition, measurement and management has been a proeminent source of research, with several attempts to measure the reputation of an organization. On the grounds of the personality trait theory, and of the personification metaphor, Davies et ai (2003) have developed the Corporate Character Scale, to measure the alignment of perceptions of the two most important stakeholders of an organization, employees (identity) and customers (image), and found significant links with their satisfaction and loyalty. Customer and employee satisfaction, loyalty (attitudinal, behavioural or via recommendation), employee feel of pride towards the organization, customer perception of good-value for money, and customer experience are of particular importance in hospitality, due to the competitive environment of the sector (Bowen and Shoemaker, 1998; Tepecci, 1999). This exploratory study measures the reputation of the high-end small hotel chain Pousadas de Portugal and the links between employee and customer perceptions of the organizations' identity and image with these variables. A survey involving the employees and customers of Pousadas de Portugal, a total of 2042 respondents (528 employees and 1514 customers) was conducted using the Corporate Character Scale ( Davies et ai, 2003; 2004). Findings showed a positive relationship between reputation, employee and customer satisfaction and loyalty. Positive results of links with the other variables are also presented as well as the study limitations and suggestions for future research.Instituto Superior de Economia e GestãoDuarte, Maria MargaridaRepositório da Universidade de LisboaTavares, Patrícia Isabel Ramos Pego Nunes2022-07-12T13:30:32Z2006-102006-10-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.5/24818engTavares, Patrícia Isabel Ramos Pego Nunes (2006). “The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal”. Dissertação de Mestrado. Universidade Técnica de Lisboa. Instituto Superior de Economia e Gestãoinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-03-06T14:54:29Zoai:www.repository.utl.pt:10400.5/24818Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:08:46.812381Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
title The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
spellingShingle The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
Tavares, Patrícia Isabel Ramos Pego Nunes
Corporate Character
Reputation
Identity
Image
Satisfaction
Loyalty
title_short The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
title_full The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
title_fullStr The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
title_full_unstemmed The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
title_sort The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal
author Tavares, Patrícia Isabel Ramos Pego Nunes
author_facet Tavares, Patrícia Isabel Ramos Pego Nunes
author_role author
dc.contributor.none.fl_str_mv Duarte, Maria Margarida
Repositório da Universidade de Lisboa
dc.contributor.author.fl_str_mv Tavares, Patrícia Isabel Ramos Pego Nunes
dc.subject.por.fl_str_mv Corporate Character
Reputation
Identity
Image
Satisfaction
Loyalty
topic Corporate Character
Reputation
Identity
Image
Satisfaction
Loyalty
description Mestrado em Marketing
publishDate 2006
dc.date.none.fl_str_mv 2006-10
2006-10-01T00:00:00Z
2022-07-12T13:30:32Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.5/24818
url http://hdl.handle.net/10400.5/24818
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Tavares, Patrícia Isabel Ramos Pego Nunes (2006). “The links of reputation with employee and customer satisfaction and loyalty : the case of Pousadas de Portugal”. Dissertação de Mestrado. Universidade Técnica de Lisboa. Instituto Superior de Economia e Gestão
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Instituto Superior de Economia e Gestão
publisher.none.fl_str_mv Instituto Superior de Economia e Gestão
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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