The effect of resource type and regulatory focus on customer engagement behavior: A self-concept perspective?

Author(s):  
Xinxin Chen ◽  
Hongyan Yu ◽  
James W Gentry
2020 ◽  
Vol 13 (7) ◽  
pp. 14
Author(s):  
Xinxin Chen ◽  
Hongyan Yu

Although recent studies have explored the antecedents of customer engagement behavior (CEB), few empirical studies have explored the mechanisms that connect these antecedents to CEB. From self-concept perspective, this research uses experimental and survey methods to explore the influence of the type of customer-invested resource (time vs. money) and customers’ regulatory focus (promotion-focused vs. prevention-focused) on CEB and the mechanisms that underlie these processes. The results of three studies show that promotion-focused customers initiate more recommendations and complaints when time (vs. money) spent in the shopping experience is emphasized, whereas this effect does not exist for prevention-focused customers. A self-concept connection mediates the moderating role of regulatory focus in the relationship between types of resources and recommendations, whereas this mediating role of self-concept connection does not exist with complaining behaviors. In summary, the influence of customer-invested resources on CEB varies according to a customer’s regulatory focus.


2021 ◽  
pp. 183933492199886
Author(s):  
Vu Thi Mai Chi ◽  
Widya Paramita ◽  
Tran Ha Minh Quan

The main purpose of this study is explaining how and when customer experience benefits the company. Built upon social identity theory, we propose that customer experience leads to customer engagement behavior, via two routes: customer-company and customer-employee identification. Furthermore, we advance that customers’ epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior. We ran two studies to validate the measurement of customer experience and to test our hypotheses. For the two studies, we employed a survey method by recruiting consumers of beauty salons in Vietnam. The results demonstrated that EXQ as a measurement for customer experience is applicable to the context of the study and provided empirical support for the hypotheses. Such as, this research found that customer experience positively influences customer engagement behavior as mediated by customer-company and customer-employee identification. Furthermore, this research revealed that customer epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior via customer-employee identification. However, the moderating role of customer epistemic motivation is insignificant for the mediated relationship via customer-company identification. Finally, this research offers theoretical and practical contributions that are elaborated and further discussed.


2014 ◽  
Vol 17 (3) ◽  
pp. 247-261 ◽  
Author(s):  
Elina Jaakkola ◽  
Matthew Alexander

Author(s):  
E. Tory Higgins ◽  
Emily Nakkawita

Self-discrepancy theory and regulatory focus theory are two related motivational theories. Self-discrepancy theory describes the associations between self and affect, positing that the relations among different sets of self-concepts influence a person’s emotional experience. A discrepancy between a person’s ideal self-guide (e.g., hopes and aspirations) and his or her actual self-concept produces dejection-related emotions (e.g., sadness), whereas a discrepancy between a person’s ought self-guide (e.g., duties and obligations) and his or her actual self-concept produces agitation-related emotions (e.g., anxiety). The intensity of these emotional experiences depends upon the magnitude and accessibility of the associated discrepancy. Regulatory focus theory builds on self-discrepancy theory, positing that distinct self-regulatory systems are reflected in the two types of self-guides proposed in self-discrepancy theory. The promotion system is motivated by ideal end-states, by pursuing hopes and aspirations; as a result, it is primarily concerned with the presence or absence of positive outcomes—with gains and non-gains. Given this focus on gains and non-gains, the promotion system is motivated by fundamental needs for nurturance and growth. In contrast, the prevention system is motivated by ought end-states, by fulfilling duties and obligations; as a result, it is primarily concerned with the presence or absence of negative outcomes—with losses and non-losses. Given this focus on losses and non-losses, the prevention system is motivated by fundamental needs for safety and security. The promotion and prevention systems predict a range of important variables relating to cognition, performance, and decision-making.


2010 ◽  
Vol 13 (3) ◽  
pp. 253-266 ◽  
Author(s):  
Jenny van Doorn ◽  
Katherine N. Lemon ◽  
Vikas Mittal ◽  
Stephan Nass ◽  
Doreén Pick ◽  
...  

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ding Hooi Ting ◽  
Amir Zaib Abbasi ◽  
Sohel Ahmed

PurposeThis study aims at identifying and examining the mediating role of customer engagement behavior and social interactivity onbrand loyalty.Design/methodology/approachA correlational study design was adopted in this study to collect data (online survey) from 400 online participants active on Facebook pages.FindingsEmpirical results reveal that there is a significant and positive impact of social interactivity on consumer engagement behavior and brand loyalty.Research limitations/implicationsThe findings would help decision makers to make useful decisions in their everyday work practices, which would ultimately increase the market competition of brands.Practical implicationsDecision makers should focus on the entertainment and interactivity levels in advertisement designs that would allow customers to perceive the novelty of advertising.Social implicationsThe results are critical in developing consumers' attitude and perception toward a brand by providing them insights regarding the characteristics of brands.Originality/valueThe participation and social interactivity of consumers on the Facebook page drive consumer engagement behavior and brand loyalty.


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