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SOURCES OF REPUTATIONAL RISK
Employee’s                  Customer’s
                                                           satisfaction
satisfaction   perception of   THE BRAND   perception of
               the brand                   the brand



                                                            loyalty

retention
                                                           Increase in
                  identity                    image
                                                           customer
                                                           sales
• Increasing exposure through an
expanding Internet

• Impersonal and discourteous behaviour

• Acting too late

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Sources of reputational risk

  • 2. Employee’s Customer’s satisfaction satisfaction perception of THE BRAND perception of the brand the brand loyalty retention Increase in identity image customer sales
  • 3. • Increasing exposure through an expanding Internet • Impersonal and discourteous behaviour • Acting too late