Cues used by customers evaluating corporate image in service firms: An empirical study in financial institutions

Abstract

Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate image in service firms.

Citation

LeBlanc, G. and Nguyen, N. (1996), "Cues used by customers evaluating corporate image in service firms: An empirical study in financial institutions", International Journal of Service Industry Management, Vol. 7 No. 2, pp. 44-56. https://doi.org/10.1108/09564239610113460