The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication

Customer-based corporate reputation (CBCR) has been identified as an emerging area of study in the field of corporate reputation. Yet, limited research has been conducted in this area. Thus, this study aims to investigate the antecedents and a mediator of CBCR in the context of the Nigerian insuranc...

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Main Author:	Yusuf, Nafisa Aminu
Format:	Thesis
Language:	eng eng
Published:	2018
Subjects:	HD58.7 Organizational Behavior.
Online Access:	https://etd.uum.edu.my/8124/1/s900308_01.pdf https://etd.uum.edu.my/8124/2/s900308_02.pdf
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id	my-uum-etd.8124
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mustaffa, Che Su Mohamad, Bahtiar
topic	HD58.7 Organizational Behavior. HD58.7 Organizational Behavior.
spellingShingle	HD58.7 Organizational Behavior. HD58.7 Organizational Behavior. Yusuf, Nafisa Aminu The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
description	Customer-based corporate reputation (CBCR) has been identified as an emerging area of study in the field of corporate reputation. Yet, limited research has been conducted in this area. Thus, this study aims to investigate the antecedents and a mediator of CBCR in the context of the Nigerian insurance industry. Specifically, the study investigated the mediating effects of transparent communication on the relationships between organization-public relationships (OPR), corporate social responsibilities (CSR), perceived organizational culture (POC) and CBCR. This study adopts the Relational theory; Institutional theory and the Signalling theory to provide a theoretical foundation for the study. The researcher carried out a cross-sectional survey on 327 customers from three randomly selected insurance companies located in three major commercial cities in Nigeria. The study used Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypotheses. The result of the hypothesized direct relationships between OPR, CSR and CBCR was supported, while the hypothesized relationship between POC and CBCR was not supported. Also, the hypothesized relationships between OPR, CSR, POC and TC were supported. With regard to the mediation hypotheses, a complementary mediation was observed in the OPR, CSR and CBCR while competitive (as the direct and the indirect effect have an opposing sign in the Path Coefficients) mediation was obtained on the relationship between POC and CBCR. The study recommends the need for insurance companies in Nigeria to aggressively engage in CSR activities that specifically focus on social equity with a view to encourage the most vulnerable to appreciate the importance of insurance services. Additionally, insurance companies stand to benefit substantially if they can reduce the opaque nature of their operations by putting in place a transparent communication structure that provides accurate and timely information for client positive customer based reputation assessment. On the overall, the findings are significant for the Nigerian Insurance Industry and has provided new additional insights to the literature of CBCR.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Yusuf, Nafisa Aminu
author_facet	Yusuf, Nafisa Aminu
author_sort	Yusuf, Nafisa Aminu
title	The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
title_short	The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
title_full	The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
title_fullStr	The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
title_full_unstemmed	The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
title_sort	structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication
granting_institution	Universiti Utara Malaysia
granting_department	Awang Had Salleh Graduate School of Arts & Sciences
publishDate	2018
url	https://etd.uum.edu.my/8124/1/s900308_01.pdf https://etd.uum.edu.my/8124/2/s900308_02.pdf
_version_	1747828331279024128
spelling	my-uum-etd.81242021-08-11T08:25:19Z The structural relationships between customer based corporate reputation, organisation public relationships, corporate social responsibility, perceived organisational culture and transparent communication 2018 Yusuf, Nafisa Aminu Mustaffa, Che Su Mohamad, Bahtiar Awang Had Salleh Graduate School of Arts & Sciences Awang Had Salleh Graduate School of Arts & Sciences HD58.7 Organizational Behavior. HF5549-5549.5 Personnel Management. Employment Customer-based corporate reputation (CBCR) has been identified as an emerging area of study in the field of corporate reputation. Yet, limited research has been conducted in this area. Thus, this study aims to investigate the antecedents and a mediator of CBCR in the context of the Nigerian insurance industry. Specifically, the study investigated the mediating effects of transparent communication on the relationships between organization-public relationships (OPR), corporate social responsibilities (CSR), perceived organizational culture (POC) and CBCR. This study adopts the Relational theory; Institutional theory and the Signalling theory to provide a theoretical foundation for the study. The researcher carried out a cross-sectional survey on 327 customers from three randomly selected insurance companies located in three major commercial cities in Nigeria. The study used Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the hypotheses. The result of the hypothesized direct relationships between OPR, CSR and CBCR was supported, while the hypothesized relationship between POC and CBCR was not supported. Also, the hypothesized relationships between OPR, CSR, POC and TC were supported. With regard to the mediation hypotheses, a complementary mediation was observed in the OPR, CSR and CBCR while competitive (as the direct and the indirect effect have an opposing sign in the Path Coefficients) mediation was obtained on the relationship between POC and CBCR. The study recommends the need for insurance companies in Nigeria to aggressively engage in CSR activities that specifically focus on social equity with a view to encourage the most vulnerable to appreciate the importance of insurance services. Additionally, insurance companies stand to benefit substantially if they can reduce the opaque nature of their operations by putting in place a transparent communication structure that provides accurate and timely information for client positive customer based reputation assessment. On the overall, the findings are significant for the Nigerian Insurance Industry and has provided new additional insights to the literature of CBCR. 2018 Thesis https://etd.uum.edu.my/8124/ https://etd.uum.edu.my/8124/1/s900308_01.pdf text eng public https://etd.uum.edu.my/8124/2/s900308_02.pdf text eng public phd doctoral Universiti Utara Malaysia Abd-El-Salam, E., Shawky, A., & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role: Case analysis in an international service company. The Business & Management Review, 3(2), 177–196. Abdullah, Z., AbdulAziz, Y., & Aziz, Y. A. (2013). Institutionalizing Corporate Social Responsibility:\nEffects on Corporate Reputation, Culture, and Legitimacy in Malaysia. Social Responsibility Journal, 9(3), 2. https://doi.org/10.1108/SRJ-05- 2011-0110 Abiola, I. (2014). 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