"Individuals form impressions of a company and by doing so construct its reputation, either through direct experience of the company or its products and services or through indirect experiences narrated by other people. The primary influencer of stakeholder attitudes and their future actions is the direct experience they have had with a company"
— Aula, Pekka,Heinonen, Jouni in The Reputable Firm: How Digitalization of Communication Is Revolutionizing Reputation Management (Management for Professionals)
