Article: Reputation in the context of services - empirical findings from two service sectors

In this paper Kati Suomi (University of Turku, School of Economics) and Raija Järvinen (National Consumer Research Centre) study the content and concept of reputation in two service sectors: in retailing and in higher education. The paper adapts Vidaver-Cohen's (2007) Conceptual model of reputation. Mixed methods are utilised in gathering and analysing the empirical data. The paper suggests that reputation is context specific construct.

Publication

Kati Suomi (University of Turku, School of Economics, Finland), Raija Järvinen (National Consumer Research Centre, Finland).
Reputation in the context of services - empirical findings from two service sectors
In: Bo van der Rhee, Liana Victorino (eds.): Advances in service quality, innovation and excellence: Proceedings of QUIS 12. The 12th International Research Symposium on Service Excellence in Management, Ithaca, NY, June 2-5, 2011. Center for Hospitality Research, School of Hotel Administration, Cornell University. 2011: 964-973. ISBN 978-0-578-08457-2

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