CORPORATE IDENTITY IN IMAGE BUILDING OF TELECOMMUNICATION ORGANIZATIONS IN KENYA
Abstract
Purpose of the Study: This study sought to establish the significance of corporate identity in corporate image building in the telecommunication service sector in Kenya.
Statement of the Problem: Despite the fact that the topic has been discussed for more than two decades, some researchers still consider organizational identity not a mature area. Audiences tend to tie corporate identity to image, yet less effort has been aimed at service sector to show the significance of corporate identity in corporate image. A strong, consistent corporate visual identity disseminated through the process of communication helps to effectively articulate the company’s mission, vision and culture. This in turn will create image for the organization. Functionally, management of a corporation therefore plays a key role in the building as well as in the maintenance of corporate identity.
Research Methodology: A case study approach was preferred and purposive sampling and convenience sampling were used to sample employees and clients of the telecommunication service provider. Data were generated using interviews, observation and critical document analysis. The data were summarized and organized into relevant themes for analysis and requisite interpretation.
Result: The findings revealed that the quality and services offered by the organization have a direct impact on its image and identity.
Conclusion: Equally, the environment in which the company operates is vital as well as its corporate social responsibility, corporate citizenship, and ethical behavior and related community affairs.
Recommendation: The study recommended that every organization should pay attention to the language that the target audience speaks and that the symbols of identity need to be well thought out. Further, Corporate Social Responsibility should be seen as a smart way of doing business in addition to encouraging innovation and partnering with the indigenous organization in order for the clients to identify with the brand.
Keywords: Dominant, Image, Corporate, Identity, Building, Telecommunications, Organization, Kenya
References
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Adah, S. M. (2020). Effect of Corporate Image on Customer Loyalty of Selected Brewed Products in Nigeria-Seminar I. ISSN 2536-7617ISSN, 76.
Al Mubarak, Z., Hamed, A. B., & Al Mubarak, M. (2019). Impact of corporate social responsibility on bank’s corporate image. Social Responsibility Journal.
Ali, H. Y., Danish, R. Q., & Asrar‐ul‐Haq, M. (2020). How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction. Corporate Social Responsibility and Environmental Management, 27(1), 166-177.
Almeida, M. D. G. M. C., & Coelho, A. F. M. (2019). The antecedents of corporate reputation and image and their impacts on employee commitment and performance: The moderating role of CSR. Corporate Reputation Review, 22(1), 10-25.
Anwar, S., Min, L., & Dastagir, G. (2019). Effect of service quality, brand image, perceived value on customer satisfaction and loyalty in the Chinese banking industry. International Journal of Business, Economics and Management Works, 6(3), 24-30.
Atambo, W. N., & Momanyi, D. K. (2016). Effects of internal communication on employee performance: a case study of Kenya power and lighting company, South Nyanza Region, Kenya. Imperial Journal of Interdisciplinary Research (IJIR), 2(5), 328-340.
Aurelia, P. N., Firdiansjah, A., & Respati, H. (2019). The Application of Service Quality and Brand Image to Maintain Customer Loyalty by Utilizing Satisfaction Strategy in Insurance Companies. International Journal of Advances in Scientific Research andEngineering, 5(4), 223-229.
Balmer, J. M. (2017). The corporate identity, total corporate communications, stakeholders’ attributed identities, identifications and behaviours continuum. European Journal of marketing.
Benjamini, I., Kalai, G., & Schramm, O. (1999). Noise sensitivity of Boolean functions and applications to percolation. Publications Mathématiques de l'Institut des Hautes Études Scientifiques, 90(1), 5-43.
Biaudet, T. (2017). Branding for Start-ups: a focus on the brand identity.
Black, I., & Veloutsou, C. (2017). Working consumers: Co-creation of brand identity, consumer identity and brand community identity. Journal of Business Research, 70, 416-429.
Breen, M. (2018). Robert E. Babe, Wilbur Schramm and Noam Chomsky Meet Harold Innis: Media, Power and Democracy. International Journal of Communication, 12, 4.
Carlini, J., Grace, D., France, C., & Lo Iacono, J. (2019). The corporate social responsibility (CSR) employer brand process: integrative review and comprehensive model. Journal of Marketing Management, 35(1-2), 182-205.
Cha, J. B., & Jo, M. N. (2019). The Effect of the Corporate Social Responsibility of Franchise Coffee Shops on Corporate Image and Behavioral Intention. Sustainability, 11(23), 6849.
Cheema, S., Afsar, B., & Javed, F. (2020). Employees' corporate social responsibility perceptions and organizational citizenship behaviors for the environment: The mediating roles of organizational identification and environmental orientation fit. Corporate Social Responsibility and Environmental Management, 27(1), 9-21.
Chen, X., & Wei, S. (2020). The impact of social media use for communication and social exchange relationship on employee performance. Journal of Knowledge Management.
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307.
Chou, S. K., & Kohsuwan, P. (2019). Impact of Corporate Image, Service Quality, Trust, and Perceived Value on Chinese Customer Satisfaction and Loyalty. HUMAN BEHAVIOR, DEVELOPMENT and SOCIETY, 20(3), 41-51.
Clancy-Feliciano, J. K. (2016). Upward communication in organizations: The connection to company culture and employee engagement. Gonzaga University.
Ewing, M., Men, L. R., & O’Neil, J. (2019). Using social media to engage employees: Insights from internal communication managers. International Journal of Strategic Communication, 13(2), 110-132.
Foroudi, P., Melewar, T. C., & Gupta, S. (2017). Corporate logo: History, definition, and components. International Studies of Management & Organization, 47(2), 176-196.
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Frandsen, F., & Johansen, W. (2018). Corporate communication. The International Encyclopedia of Strategic Communication, 1-10.
Fuoli, M. (2018). Building a trustworthy corporate identity: A corpus-based analysis of stance in annual and corporate social responsibility reports. Applied linguistics, 39(6), 846-885.
Gebhardt, C. (2020). Corporate non-compliance and corporate identity building–A management dilemma. Early indicators of organizationally driven deviance traps. In Bribery, Fraud, Cheating (pp. 247-283). Springer VS, Wiesbaden.
Genç, R. (2017). The importance of communication in sustainability & sustainable strategies. Procedia Manufacturing, 8, 511-516.
Genç, R. (2017). The importance of communication in sustainability & sustainable strategies. Procedia Manufacturing, 8, 511-516.
Gilani, H. (2019). Corporate brand identity and employee brand citizenship behaviour: A conceptual framework. The Marketing Review, 19(1-2), 51-84.
Glaveli, N. (2020). Corporate social responsibility toward stakeholders and customer loyalty: investigating the roles of trust and customer identification with the company. Social Responsibility Journal.
Greer, E. J. (2020). The Role that Mentoring Interactions Between Faculty, Staff, Campus Stakeholders, and Peer Mentors Among Students Play in Cultivating a Culture of Mentoring in Higher Education Institutions (Doctoral dissertation, University of Southern California).
Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? The role of corporate image. Social Responsibility Journal.
Gustafsson, J., Lager, J., & Wengblad, L. (2020). Internal Employer Branding-A One Way Street or a Highway of Opportunities?.
Hassan, S., & Shamsudin, M. F. M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533-538.
Hussain, N., Javed, B., & Sarmad, M. (2019). Corporate social responsibility and investor's intention to invest: Analyzing the role of corporate identity and corporate image. Pakistan Journal of Commerce and Social Sciences (PJCSS), 13(1), 150-164.
Hwang, J., & Lyu, S. O. (2020). Relationships among green image, consumer attitudes, desire, and customer citizenship behavior in the airline industry. International Journal of Sustainable Transportation, 14(6), 437-447.
Ibanga, D. A. (2018). Is there a social contract between the firm and community: Revisiting the philosophy of corporate social responsibility?
Iglesias, O., Landgraf, P., Ind, N., Markovic, S., & Koporcic, N. (2020). Corporate brand identity co-creation in business-to-business contexts. Industrial Marketing Management, 85, 32-43.
Karatuna, I., & Başol, O. (2018). To blow the whistle or not: The roles of perceived organizational retaliation and upward communication satisfaction in employee responses to observes wrongdoing. Redefining Corporate Social Responsibility, 13, 217-233.
Kaur, H., & Kaur, K. (2019). Connecting the dots between brand logo and brand image. Asia-Pacific Journal of Business Administration.
Khan, M. R., Wajidi, F. A., & Alam, S. (2020). Effects of Communication on Employee Motivation: Study of Pakistan's State-Owned Oil Company. Journal of Business & Economics, 12(1), 77-84.
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Lee, C. Y. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer satisfaction. Journal of Promotion Management, 25(1), 43-64.
Leiva, R., Ferrero, I., & Calderón, R. (2016). Corporate reputation in the business ethics field: Its relation with corporate identity, corporate image, and corporate social responsibility. Corporate Reputation Review, 19(4), 299-315.
Lu, J., Ren, L., He, Y., Lin, W., & Streimikis, J. (2019). Linking corporate social responsibility with reputation and brand of the firm. Amfiteatru Economic, 21(51), 442-460.
Manley, D., & Valin, J. (2017). Laying the foundation for a global body of knowledge in public relations and communications management. Public Relations Review, 43(1), 56-70.
Mcquail, D. (2008). Models of communication. The International Encyclopedia of Communication.
Melewar, T. C., Foroudi, P., Gupta, S., Kitchen, P. J., & Foroudi, M. M. (2017). Integrating identity, strategy and communications for trust, loyalty and commitment. European Journal of Marketing.
Mensah, N. O. (2020). Examining the Factors and Constraints Influencing the Choice of Marketing Communication Mix Elements in Rural and Community Banks (RCB’s) in Ghana.
Michaels, A., & Grüning, M. (2018). The impact of corporate identity on corporate social responsibility disclosure. International Journal of Corporate Social Responsibility, 3(1), 3.
Mitra, S., & Jenamani, M. (2020). OBIM: A computational model to estimate brand image from online consumer review. Journal of Business Research, 114, 213-226.
Mohamad, B., Ismail, A. R., & Bidin, R. (2017). Corporate identity management and employee brand support: Enhancing marketisation in higher education sector. Jurnal Komunikasi: Malaysian Journal of Communication, 33(3).
Mouzelis, N. P. (2016). Back to sociological theory: the construction of social orders. Springer.
Mustapha, A. I., & Ebomoyi, I. (2019). Methodological Usefulness of Content Analysis in Social Science Research. African Research Review, 13(1), 93-102.
Nikolova, V., & Arsić, S. (2017). The stakeholder approach in corporate social responsibility. Engineering management, 3(1), 24-35.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2019). The effect of service quality and customer satisfaction on customer loyalty. International Journal of Bank Marketing.
Park, S., & Nicolau, J. L. (2019). Image effect on customer-centric measures of performance. Annals of Tourism Research, 76, 226-238.
Qadri, U. A., Ghani, M. B. A., & Sheikh, M. A. (2020). Role of corporate identity, image and reputation in investors' behavioral decision making: Does emotional attachment matter?. Pakistan Journal of Commerce and Social Sciences (PJCSS), 14(1), 120-142.
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Schramm, W. (1997). The beginnings of communication study in America: A personal memoir. Sage.
Shimizu, K. (2017). Senders’ Bias: How Can Top Managers’ Communication Improve or Not Improve Strategy Implementation?. International Journal of Business Communication, 54(1), 52-69.
Sriramesh, K., Verčič, A. T., & Vercic, D. (2020). A world in crisis: the role of public relations. Corporate Communications: An International Journal.
Stebbins, R. A. (2018). Leisure as not work: a (far too) common definition in theory and research on free-time activities. World Leisure Journal, 60(4), 255-264.
Strandberg, C. (2017). The role of human resource management in corporate social responsibility.
Subaebasni, S., Risnawaty, H., & Wicaksono, A. A. (2019). Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90.
Surjaatmadja, S., & Saputra, J. (2020). The Structural Relationship Ofof Service Quality, Corporate Image Andand Technology Usage Onon Thethe Customer Value Perception Inin Banking Institutions, Indonesia. Talent Development & Excellence, 12(1).
Sürücü, Ö., Öztürk, Y., Okumus, F., & Bilgihan, A. (2019). Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context. Journal of Hospitality and Tourism Management, 40, 114-124.
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Tankard Jr, J. W. (1988). Wilbur Schramm: definer of a field. The Journalism Educator, 43(3), 11-16.
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Tourky, M., Foroudi, P., Gupta, S., & Shaalan, A. (2020). Conceptualizing corporate identity in a dynamic environment. Qualitative Market Research: An International Journal.
Tourky, M., Kitchen, P., & Shaalan, A. (2019). The role of corporate identity in CSR implementation: An integrative framework. Journal of Business Research.
Ushchapovska, I. V. (2017). Convergence of brand language elements.
Vaux, J. S., & Kirk, W. M. (2018). Relationship conflict in construction management: Performance and productivity problem. Journal of Construction Engineering and Management, 144(6), 04018032.
Wang, C. C. (2020). Corporate social responsibility on customer behaviour: the mediating role of corporate image and customer satisfaction. Total Quality Management & Business Excellence, 31(7-8), 742-760.
Winkler, P., & Wehmeier, S. (2017). Organization as communication and corporate communication. Contributions from relational sociology. Organization as communication. Perspectives in dialogue, 151-176.
Wong, J. Y., & Dhanesh, G. S. (2017). Corporate social responsibility (CSR) for ethical corporate identity management. Corporate Communications: An International Journal.
Xing, X., Wang, J., & Tou, L. (2019). The relationship between green organization identity and corporate environmental performance: The mediating role of sustainability exploration and exploitation innovation. International Journal of Environmental Research and Public Health, 16(6), 921.
Younis, R. A. A., & Hammad, R. (2020). Employer image, corporate image and organizational attractiveness: the moderating role of social identity consciousness. Personnel Review.
Zameer, H., Wang, Y., Yasmeen, H., Mofrad, A. A., & Waheed, A. (2018). Corporate image and customer satisfaction by virtue of employee engagement. Human Systems Management, 37(2), 233-248.
Adah, S. M. (2020). Effect of Corporate Image on Customer Loyalty of Selected Brewed Products in Nigeria-Seminar I. ISSN 2536-7617ISSN, 76.
Al Mubarak, Z., Hamed, A. B., & Al Mubarak, M. (2019). Impact of corporate social responsibility on bank’s corporate image. Social Responsibility Journal.
Ali, H. Y., Danish, R. Q., & Asrar‐ul‐Haq, M. (2020). How corporate social responsibility boosts firm financial performance: The mediating role of corporate image and customer satisfaction. Corporate Social Responsibility and Environmental Management, 27(1), 166-177.
Almeida, M. D. G. M. C., & Coelho, A. F. M. (2019). The antecedents of corporate reputation and image and their impacts on employee commitment and performance: The moderating role of CSR. Corporate Reputation Review, 22(1), 10-25.
Anwar, S., Min, L., & Dastagir, G. (2019). Effect of service quality, brand image, perceived value on customer satisfaction and loyalty in the Chinese banking industry. International Journal of Business, Economics and Management Works, 6(3), 24-30.
Atambo, W. N., & Momanyi, D. K. (2016). Effects of internal communication on employee performance: a case study of Kenya power and lighting company, South Nyanza Region, Kenya. Imperial Journal of Interdisciplinary Research (IJIR), 2(5), 328-340.
Aurelia, P. N., Firdiansjah, A., & Respati, H. (2019). The Application of Service Quality and Brand Image to Maintain Customer Loyalty by Utilizing Satisfaction Strategy in Insurance Companies. International Journal of Advances in Scientific Research andEngineering, 5(4), 223-229.
Balmer, J. M. (2017). The corporate identity, total corporate communications, stakeholders’ attributed identities, identifications and behaviours continuum. European Journal of marketing.
Benjamini, I., Kalai, G., & Schramm, O. (1999). Noise sensitivity of Boolean functions and applications to percolation. Publications Mathématiques de l'Institut des Hautes Études Scientifiques, 90(1), 5-43.
Biaudet, T. (2017). Branding for Start-ups: a focus on the brand identity.
Black, I., & Veloutsou, C. (2017). Working consumers: Co-creation of brand identity, consumer identity and brand community identity. Journal of Business Research, 70, 416-429.
Breen, M. (2018). Robert E. Babe, Wilbur Schramm and Noam Chomsky Meet Harold Innis: Media, Power and Democracy. International Journal of Communication, 12, 4.
Carlini, J., Grace, D., France, C., & Lo Iacono, J. (2019). The corporate social responsibility (CSR) employer brand process: integrative review and comprehensive model. Journal of Marketing Management, 35(1-2), 182-205.
Cha, J. B., & Jo, M. N. (2019). The Effect of the Corporate Social Responsibility of Franchise Coffee Shops on Corporate Image and Behavioral Intention. Sustainability, 11(23), 6849.
Cheema, S., Afsar, B., & Javed, F. (2020). Employees' corporate social responsibility perceptions and organizational citizenship behaviors for the environment: The mediating roles of organizational identification and environmental orientation fit. Corporate Social Responsibility and Environmental Management, 27(1), 9-21.
Chen, X., & Wei, S. (2020). The impact of social media use for communication and social exchange relationship on employee performance. Journal of Knowledge Management.
Chien, L., & Chi, S. (2019). Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon, 5(3), e01307.
Chou, S. K., & Kohsuwan, P. (2019). Impact of Corporate Image, Service Quality, Trust, and Perceived Value on Chinese Customer Satisfaction and Loyalty. HUMAN BEHAVIOR, DEVELOPMENT and SOCIETY, 20(3), 41-51.
Clancy-Feliciano, J. K. (2016). Upward communication in organizations: The connection to company culture and employee engagement. Gonzaga University.
Ewing, M., Men, L. R., & O’Neil, J. (2019). Using social media to engage employees: Insights from internal communication managers. International Journal of Strategic Communication, 13(2), 110-132.
Foroudi, P., Melewar, T. C., & Gupta, S. (2017). Corporate logo: History, definition, and components. International Studies of Management & Organization, 47(2), 176-196.
Foroudi, P., Melewar, T. C., & Gupta, S. (2017). Corporate logo: History, definition, and components. International Studies of Management & Organization, 47(2), 176-196.
Frandsen, F., & Johansen, W. (2018). Corporate communication. The International Encyclopedia of Strategic Communication, 1-10.
Fuoli, M. (2018). Building a trustworthy corporate identity: A corpus-based analysis of stance in annual and corporate social responsibility reports. Applied linguistics, 39(6), 846-885.
Gebhardt, C. (2020). Corporate non-compliance and corporate identity building–A management dilemma. Early indicators of organizationally driven deviance traps. In Bribery, Fraud, Cheating (pp. 247-283). Springer VS, Wiesbaden.
Genç, R. (2017). The importance of communication in sustainability & sustainable strategies. Procedia Manufacturing, 8, 511-516.
Genç, R. (2017). The importance of communication in sustainability & sustainable strategies. Procedia Manufacturing, 8, 511-516.
Gilani, H. (2019). Corporate brand identity and employee brand citizenship behaviour: A conceptual framework. The Marketing Review, 19(1-2), 51-84.
Glaveli, N. (2020). Corporate social responsibility toward stakeholders and customer loyalty: investigating the roles of trust and customer identification with the company. Social Responsibility Journal.
Greer, E. J. (2020). The Role that Mentoring Interactions Between Faculty, Staff, Campus Stakeholders, and Peer Mentors Among Students Play in Cultivating a Culture of Mentoring in Higher Education Institutions (Doctoral dissertation, University of Southern California).
Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? The role of corporate image. Social Responsibility Journal.
Gustafsson, J., Lager, J., & Wengblad, L. (2020). Internal Employer Branding-A One Way Street or a Highway of Opportunities?.
Hassan, S., & Shamsudin, M. F. M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533-538.
Hussain, N., Javed, B., & Sarmad, M. (2019). Corporate social responsibility and investor's intention to invest: Analyzing the role of corporate identity and corporate image. Pakistan Journal of Commerce and Social Sciences (PJCSS), 13(1), 150-164.
Hwang, J., & Lyu, S. O. (2020). Relationships among green image, consumer attitudes, desire, and customer citizenship behavior in the airline industry. International Journal of Sustainable Transportation, 14(6), 437-447.
Ibanga, D. A. (2018). Is there a social contract between the firm and community: Revisiting the philosophy of corporate social responsibility?
Iglesias, O., Landgraf, P., Ind, N., Markovic, S., & Koporcic, N. (2020). Corporate brand identity co-creation in business-to-business contexts. Industrial Marketing Management, 85, 32-43.
Karatuna, I., & Başol, O. (2018). To blow the whistle or not: The roles of perceived organizational retaliation and upward communication satisfaction in employee responses to observes wrongdoing. Redefining Corporate Social Responsibility, 13, 217-233.
Kaur, H., & Kaur, K. (2019). Connecting the dots between brand logo and brand image. Asia-Pacific Journal of Business Administration.
Khan, M. R., Wajidi, F. A., & Alam, S. (2020). Effects of Communication on Employee Motivation: Study of Pakistan's State-Owned Oil Company. Journal of Business & Economics, 12(1), 77-84.
Kwofie, T. E., Aigbavboa, C., & Thwala, W. (2020). Understanding Communication in Construction Project Delivery. In Effective Construction Project Delivery (pp. 13-25). Springer, Cham.
Kwofie, T. E., Aigbavboa, C., & Thwala, W. (2020). Understanding Communication in Construction Project Delivery. In Effective Construction Project Delivery (pp. 13-25). Springer, Cham.
Lee, C. Y. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer satisfaction. Journal of Promotion Management, 25(1), 43-64.
Leiva, R., Ferrero, I., & Calderón, R. (2016). Corporate reputation in the business ethics field: Its relation with corporate identity, corporate image, and corporate social responsibility. Corporate Reputation Review, 19(4), 299-315.
Lu, J., Ren, L., He, Y., Lin, W., & Streimikis, J. (2019). Linking corporate social responsibility with reputation and brand of the firm. Amfiteatru Economic, 21(51), 442-460.
Manley, D., & Valin, J. (2017). Laying the foundation for a global body of knowledge in public relations and communications management. Public Relations Review, 43(1), 56-70.
Mcquail, D. (2008). Models of communication. The International Encyclopedia of Communication.
Melewar, T. C., Foroudi, P., Gupta, S., Kitchen, P. J., & Foroudi, M. M. (2017). Integrating identity, strategy and communications for trust, loyalty and commitment. European Journal of Marketing.
Mensah, N. O. (2020). Examining the Factors and Constraints Influencing the Choice of Marketing Communication Mix Elements in Rural and Community Banks (RCB’s) in Ghana.
Michaels, A., & Grüning, M. (2018). The impact of corporate identity on corporate social responsibility disclosure. International Journal of Corporate Social Responsibility, 3(1), 3.
Mitra, S., & Jenamani, M. (2020). OBIM: A computational model to estimate brand image from online consumer review. Journal of Business Research, 114, 213-226.
Mohamad, B., Ismail, A. R., & Bidin, R. (2017). Corporate identity management and employee brand support: Enhancing marketisation in higher education sector. Jurnal Komunikasi: Malaysian Journal of Communication, 33(3).
Mouzelis, N. P. (2016). Back to sociological theory: the construction of social orders. Springer.
Mustapha, A. I., & Ebomoyi, I. (2019). Methodological Usefulness of Content Analysis in Social Science Research. African Research Review, 13(1), 93-102.
Nikolova, V., & Arsić, S. (2017). The stakeholder approach in corporate social responsibility. Engineering management, 3(1), 24-35.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2019). The effect of service quality and customer satisfaction on customer loyalty. International Journal of Bank Marketing.
Park, S., & Nicolau, J. L. (2019). Image effect on customer-centric measures of performance. Annals of Tourism Research, 76, 226-238.
Qadri, U. A., Ghani, M. B. A., & Sheikh, M. A. (2020). Role of corporate identity, image and reputation in investors' behavioral decision making: Does emotional attachment matter?. Pakistan Journal of Commerce and Social Sciences (PJCSS), 14(1), 120-142.
Rowden, M. (2017). The Art of Identity: Creating and Managing a Successful Corporate Identity: Creating and Managing a Successful Corporate Identity. Routledge.
Schramm, W. (1997). The beginnings of communication study in America: A personal memoir. Sage.
Shimizu, K. (2017). Senders’ Bias: How Can Top Managers’ Communication Improve or Not Improve Strategy Implementation?. International Journal of Business Communication, 54(1), 52-69.
Sriramesh, K., Verčič, A. T., & Vercic, D. (2020). A world in crisis: the role of public relations. Corporate Communications: An International Journal.
Stebbins, R. A. (2018). Leisure as not work: a (far too) common definition in theory and research on free-time activities. World Leisure Journal, 60(4), 255-264.
Strandberg, C. (2017). The role of human resource management in corporate social responsibility.
Subaebasni, S., Risnawaty, H., & Wicaksono, A. A. (2019). Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90.
Surjaatmadja, S., & Saputra, J. (2020). The Structural Relationship Ofof Service Quality, Corporate Image Andand Technology Usage Onon Thethe Customer Value Perception Inin Banking Institutions, Indonesia. Talent Development & Excellence, 12(1).
Sürücü, Ö., Öztürk, Y., Okumus, F., & Bilgihan, A. (2019). Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context. Journal of Hospitality and Tourism Management, 40, 114-124.
Swanson, D., & Niehoff, B. P. (2017). Business citizenship outside and inside organisations: An emergent synthesis of corporate responsibility and employee citizenship. In Perspectives on corporate citizenship (pp. 104-116). Routledge.
Tankard Jr, J. W. (1988). Wilbur Schramm: definer of a field. The Journalism Educator, 43(3), 11-16.
Taylor, M. (2018). Reconceptualizing public relations in an engaged society. The handbook of communication engagement, 103-114.
Tourky, M., Foroudi, P., Gupta, S., & Shaalan, A. (2020). Conceptualizing corporate identity in a dynamic environment. Qualitative Market Research: An International Journal.
Tourky, M., Kitchen, P., & Shaalan, A. (2019). The role of corporate identity in CSR implementation: An integrative framework. Journal of Business Research.
Ushchapovska, I. V. (2017). Convergence of brand language elements.
Vaux, J. S., & Kirk, W. M. (2018). Relationship conflict in construction management: Performance and productivity problem. Journal of Construction Engineering and Management, 144(6), 04018032.
Wang, C. C. (2020). Corporate social responsibility on customer behaviour: the mediating role of corporate image and customer satisfaction. Total Quality Management & Business Excellence, 31(7-8), 742-760.
Winkler, P., & Wehmeier, S. (2017). Organization as communication and corporate communication. Contributions from relational sociology. Organization as communication. Perspectives in dialogue, 151-176.
Wong, J. Y., & Dhanesh, G. S. (2017). Corporate social responsibility (CSR) for ethical corporate identity management. Corporate Communications: An International Journal.
Xing, X., Wang, J., & Tou, L. (2019). The relationship between green organization identity and corporate environmental performance: The mediating role of sustainability exploration and exploitation innovation. International Journal of Environmental Research and Public Health, 16(6), 921.
Younis, R. A. A., & Hammad, R. (2020). Employer image, corporate image and organizational attractiveness: the moderating role of social identity consciousness. Personnel Review.
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Published
2020-09-04
How to Cite
June , C. T., & Jwan, D. J. O. (2020). CORPORATE IDENTITY IN IMAGE BUILDING OF TELECOMMUNICATION ORGANIZATIONS IN KENYA. African Journal of Emerging Issues, 2(9), 1-30. Retrieved from https://ajoeijournals.org/sys/index.php/ajoei/article/view/125
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