السمعة الالكترونية للمؤسسات : مسببات و نتائج : دراسة حالة متعاملي الهاتف النقال الجزائر

الملخص EN

The aim of this paper is to analyze the company’s electronic reputation which has become the priority of managers in the digital age.

After a brief literature review, we propose a conceptual model that includes the antecedents of electronic reputation (trust, engagement, E-WOM) and its consequences (satisfaction, loyalty and involvement).

The study was conducted among 295 Algerian consumers.

The results of data analysis using structural equation models confirmed the positive impact of electronic word of mouth and trust on electronic reputation which in turn has a positive and direct influence on customer involvement, satisfaction and loyalty.