Frontiers in Management Research
Building the Corporate Reputation of Non-Traditional Export Firms in Ghana: Conceptualizing the Customers’ Perspective
- John Amankwaa
School of Management, IT and Governance, University of KwaZulu-Natal, South Africa
- Krishna Govender*
Da Vinci Institute of Technology Management, South Africa
 Agarwal, V., Chaurasia, A., & Negi, P. (2012). Business profitability through customer loyalty and satisfaction in India with special reference to Dehradun (Uttarakhand). International Journal of Marketing and Technology, 2(9), 135-143.
 Agyei-Sasu, F., Anaman, K.A., & Egyir, I.S. (2011). Using horticultural export industry as vehicle for growth. Journal of International Marketing and Exporting, 16, 42-56.
 Ali, R., Lynch, R., Melewar, T.C., & Jin, Z. (2015). The moderating influences on the relationship of corporate reputation with its antecedents and consequences: A meta-analytic review. Journal of Business Research, 68, 1105-1117.
 Almacik, E., Almacik, U., Erat, S., & Akein, K. (2014). Attracting talented employees to the company: Do we need different employer branding strategies in different cultures? Procedia – Social and Behavioral Sciences, 150, 336-175.
 Arikan, E., Knafur, D; Maden, C., & Telci, E. (2016). Investigating the mediating role of corporate reputation on the relationship between corporate social responsibility and multiple stakeholder outcomes. Quality and quantity, 50(1), 129-149.
 Artopoulos, A., Friel, D., & Hallak, J.C. (2013). Export emergence of differential goods from developing countries: Export pioneers and business practices in Argentina. Journal of Development Economics, 105, 19-35.
 Bartikowski, B., & Walsh, G. (2011). Investigating mediators between corporate reputation and customer citizenship behaviors. Journal of Business Research, 64, 39-44.
 Bohm, E., Eggert, A., & Thiesbrummel, C. (2017). Service satisfaction: A viable option for manufacturing companies with deteriorating financial performance? Industrial Marketing Management, 60, 101-111.
 Brown, J. & Matsa D.A. (2015). Boarding a sinking ship? An investigation of job applications to addressed firms. Journal of Finance, 71(2), 507-550.
 Christaensen, L., & Devarajan, S. (2013). Making the most of Africa’s growth. Current history, 112 (754), 181.
 Dabirian, A., Kietzmann, J., & Diba, H. (2016). A great place to work!? Understanding crowd sourced employer branding. Business horizons, 1-10
 Dell’Atti, S., & Iannuzzi, A.P. (2016). Reputation, reputation crisis and corporate social responsibility of banks: Measurement and relationships. In Dell’Atti, S; Trotta, A. (eds), Managing reputation in the banking industry. Springer, Cham. 33-35.
 Dlamini, B. (2016). The impact of corporate social responsibility on company profitability in Zimbabwe: A case of a listed Telecommunication company. International Journal of Social and Economic Inventions, 2(4), 9-16.
 Duygun, A., Mentes, S.A., & Kubas, A. (2014). The impacts of complaint satisfaction on corporate reputation: A study of banking sector. International Journal of Trade, Economics and Finance, 20(3), 377-395.
 Evans, J.R. & Lindsay, W.M. (2014). Managing for quality and performance excellence, 9th Edition, Cengage Learning.
 Frambach, R.T., Fiss, P.C., & Ingenbleek, P.M.T. (2016). How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies and environments. Journal of Business Research, 69, 1428-1436.
 Fombrun, C.J., Ponzi, L.J., & Newburry, W. (2015). Stakeholder tracking and analysis: The Reptrak system for measuring corporate reputation. Corporate Reputation Review, 18(1), 3-24.
 Ghana Export Promotion Authority, (2015). Non-Traditional Export Sector Performance. Statistical Snap Shots, GEPA, Accra.
 Ghana Export Promotion Authority, (2016). Non-Traditional Export Sector Performance. Statistical Snap Shots, GEPA, Accra.
 Ghana News Digest, February 17, 2014.
 Geng, R., Bose, I., & Chen, X. (2014). Prediction of financial distress: An empirical study of listed Chinese companies using data mining. European Journal of Operational Research, 241, 236-247.
 Gorondutse, A.H., Hilman, H., & Nasidi, M. (2014). Relationship between reputation and customer loyalty on Nigerian Food and Beverages Industry: PLS approach. International Journal of Management and Business Research, 4(2), 125-136.
 Grunwald, G. & Hempelmann, B. (2010). Impacts on reputation for quality on perceptions of company responsibility and product-related dangers in times of product-recall and public complaints crisis: Results from an empirical investigation. Corporate Reputation Review, 13(4), 264-283.
 Gul, R. (2014). The relationship between reputation, customer satisfaction, trust, and loyalty. Journal of Public Administration and Governance, 4(3), 368-387.
 Hanzaee, K.H. & Mirvaisi, M. (2011). Customer orientation of service employees: A case study of Iranian Islamic Banking (Based on COSE Model). International Journal of Marketing Studies, 3(4), 130-145.
 Helm, S. (2011). Employees’ awareness of their impact on corporate reputation. Journal of Business Research, 64, 657-663.
 Hidayat, A., Mahdaria, S., Linando, J.A., & Ishak, A. (2017). The impact of perceived quality and corporate reputation towards positive word of mouth: Trust as moderating variable. Science and Technology Index, 29(2), 395-398.
 Indradevi, G. & Laili, H.Z. (2016). Towards an understanding of customer-based corporate reputation and consumer citizenship behavior. A conceptual model.
 Ingenhoff, D., Buhmann, A., White, C., Zhang, T., & Kiousis, S. (2018). Reputation spillover: Corporate crisis’ effects on country reputation. Journal of Communication Management, 22(1), 96-112.
 Jasra, J.M., Khan, M.A., Hunjra, A.I., Rehman, R.A.U., & Azam, R.I. (2011). Determinants of business success of small and medium enterprises. International Journal of Business and Social Science, 2(20), 274-280.
 Jung, N.Y. & Seock, Y. (2016). The impact of corporate reputation on brand attitude and purchase intention. Fashion and Textiles, 3, 1-15.
 Kalita, M., & Nath, R. (2014). Determinants of users’ satisfaction on selection of mobile handsets: The case of India. International Journal of Scientific Research in Education, 7(2), 141-155.
 Kanto, D.S., de Run, E.C., & Md Isa, A.H. (2015). The reputation quotient as a corporate reputation measurement in the Malaysian Banking sector: A confirmatory factor analysis. Procedia – Social and Behavioral Sciences, 219, 409-415.
 Katsikeas, C.S., Morgan, N.A., Leonidou, L.C., & Hult, G.T.M. (2016). Assessing performance outcomes in Marketing. Journal of Marketing, 80, 1-20.
 Khan, M., Majid, A., Yasir, M., & Arshad, M. (2013). Corporate social responsibility and corporate reputation: A case of cement industry in Pakistan. Interdisciplinary Journal of Contemporary Research Business, 5(1), 843- 857.
 King, B.G., & McDonnell, M.H. (2015). Good firms, good targets: The relationship among corporate social responsibility, reputation and activist targeting. In Corporate Social Responsibility in a Globalizing World, 430- 454. Cambridge University Press
 Love, L.F., & Singh, P. (2011). Workplace branding: Leveraging human resource management practices for competitive advantage through “Best Employer” surveys. Journal of Business Psychology, 26(2), 175-181.
 Luo, X., & Zheng, Q. (2018). How firm internationalization is recognized by outsiders: The response of financial analysts. Journal of Business Research, 90, 87-106.
 Manjunatha, N., & Kumar, R.J. (2016). A bibliographic research on export marketing – A strategic module for export performance. The International Journal for Business and Management, 4(3), 193-214.
 Matuleviciene, M., & Stravinskiene, J. (2015). The importance of stakeholders for corporate reputation. Engineering Economics, 26(1), 75-83.
 Maurya, U.K., Mishra, P., Anand, S., & Kumar, P. (2015). Corporate identity, customer orientation and performance of SMEs: Exploring the linkages. IBM Management Review, 27(3), 159-174.
 Mokhtaran, M., & Komeilian, B. (2016). Exploring the effect of customer orientation on Dana Insurance performance considering the intermediary role of customer relations and service quality management. International Review, 3-4, 51-61.
 Nicolo, D. (2015). Towards a theory on corporate reputation and survival of young firms. Procedia – Economics and Finance, 22, 296-303.
 Nyadzayo, M.W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Customer Services, 30, 262-270.
 Osei-Assibey, E. (2015). Export Promotion in Ghana. African Centre for Economic Transformation.
 Raie, M., Khadivi, A., & Khdaie, R. (2014). The effect of employees’ customer orientation, customer satisfaction, and commitment on customer’s sustainability. Arabian Journal of Business and Management Review, 4(1), 109- 121.
 Shahsavari, A., & Faryabi, M. (2013). The effect of customer-based corporate reputation on customers’ citizenship behaviors in banking industry. Research Journal of Applied Sciences, Engineering and Technology, 6(20), 3740-3755.
 Shamma, H., & Hassan, S. (2013). Customer-driven benchmarking: Strategic approach towards a sustainable marketing performance. An International Journal, 20(3), 377-395.
 Siano, A; Kitchen, P.J., & Confetto, M.G. (2010). Financial resources and corporate reputation. Toward common management principles for managing corporate reputation. Corporate communications: An International Journal, 15(1), 68-82.
 Singh, R., & Koshy, A. (2012). A new conceptualization of salesperson’s customer orientation: Propositions and assumptions. Marketing Intelligence and Planning, 30(1), 69-82.
 Sontaite-Petkeviciene, M. (2014). Crisis management to avoid damage for corporate reputation: The case of retail chain crisis in the Baltic countries. Procedia – Social and Behavioral Sciences, 156, 452-457.
 Suchanek, P., Richter, J., & Kralova, M. (2015). Customer satisfaction, product quality and performance of companies. Review of Economic Perspectives, 14(4), 329-344.
 Tomak, S. (2014). Corporate reputation and financial performance of firms in Turkey. Academic Review of Economics and Administrative Sciences, 7(1), 289-303.
 Wallace, M., Lings, I., Cameron, R., & Sheldon, N. (2014). Attracting and retaining staff: The role of branding and industry image. Workforce Development, 19-36.
 Walsh, G., Bartikowski, B., & Beatty, S.E. (2014). Impact of corporate reputation of non-monetary and monetary outcomes: The role of commitment and service context risks. British Journal of Management, 25(2), 166-185.
 Walsh, G., & Beatty, S.E. (2007). Customer-based corporate reputation of a service firm: Scale development and validation. Journal of the Academy of Marketing Science, 35(1), 127-143.
 Walsh, G., Mitchell, V.W. Jackson, P.R., & Beatty, S.E. (2009). Examining the antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20(2), 187-203.
 Ziggers, G.W., & Hensler, J. (2016). The reinforcing effect of a firm’s customer orientation and supply-base orientation on performance. Industrial Marketing Management, 52, 18-26.
 Zouaghi, F., Sanchez-Garcia, M., & Hirsch, S. (2017). What drives firm profitability? A multi-level approach to Spanish agri-food sector. Spanish Journal of Agricultural Research, 15(3), 1-15.