The Role of Customer Brand Engagement and Affective Brand Commitment in Mediating the Relationship between Value Congruity and Brand Loyalty

2020 ◽  
Vol 12 (SP4) ◽  
pp. 1963-1973
Author(s):  
Wayan Yuniari
Keyword(s):  
Brand Loyalty ◽  
Brand Commitment ◽  
Brand Engagement ◽  
Value Congruity ◽  
The Relationship

Brand engagement and experience in online services

2019 ◽  
Vol 34 (2) ◽  
pp. 163-175 ◽  
Author(s):  
Imran Khan ◽  
Linda D. Hollebeek ◽  
Mobin Fatma ◽  
Jamid Ul Islam ◽  
Zillur Rahman
Keyword(s):  
Brand Loyalty ◽  
Brand Commitment ◽  
Brand Trust ◽  
Online Service ◽  
Content Type ◽  
Mediating Role ◽  
Brand Engagement ◽  
Service Brands ◽  
The Relationship

Purpose The purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in the online service context. Design/methodology/approach To achieve the study’s objective, 414 users of virtual service brands, predominantly in the online banking, airline and hotel sectors, were surveyed. Findings Both brand engagement and experience exert direct effects on brand trust and commitment, as well as indirect effects on brand commitment (via brand trust) and service brand loyalty (via brand commitment). Research limitations/implications This paper adds to the literature by incorporating brand engagement, experience, trust and commitment into a unifying framework. The framework emphasizes brand trust and commitment’s mediating role in the relationship that brand engagement and experience share with brand commitment and loyalty in the online service context. Practical implications Marketers should formulate online brand engagement and experience strategies that strengthen customer brand trust and commitment, which are expected to exert a significant brand loyalty-enhancing effect. Originality/value Brand engagement and experience were validated as key drivers of brand trust and commitment, thereby further substantiating their role as important strategic metrics. Moreover, the role of commitment as a mediating factor in the association between brand engagement and experience and their respective impact on brand loyalty has been verified. Although the findings suggest that improved brand engagement/experience contributes to brand loyalty, this effect transpires only though brand commitment.

scholarly journals Pengaruh Value Congruity terhadap Customer Brand Identification, Brand Engagement, dan Affective Brand Commitment serta Dampaknya pada Brand Loyalty Masyarakat dalam Menggunakan Telpon Genggam iPhone

2021 ◽  
Vol 5 (6) ◽  
pp. 593
Author(s):  
Benjedid Ismet ◽  
Eko Harry Susanto
Keyword(s):  
Mobile Phones ◽  
Brand Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Commitment ◽  
Significant Positive Effect ◽  
Brand Identification ◽  
Brand Engagement ◽  
Value Congruity ◽  
Positive Effect

This research was conducted to know the effect of value congruity on customer brand identification, brand engagement, and affective brand commitment and its impact on community brand loyalty in using iPhone cell phones. This research was conducted using the path analysis method using the partial least square approach. The research method used is quantitative research. The data collection method used is a questionnaire distributed to 96 people who have purchased products from the Apple brand and used Apple iPhone products at least 2 times. The results showed that value congruity has a significant positive effect on customer brand identification and brand engagement by the community in using iPhone cell phones. Value congruity has a significant positive effect on people's affective brand commitment in using iPhone mobile phones. Brand engagements do not affect community brand loyalty in using iPhone mobile phones, but customer brand identification has a significant positive effect on community brand loyalty in using iPhone mobile phones. And only brand engagement does not mediate the effect of value congruity on community brand loyalty in using iPhone mobile phones. Penelitian ini dijalankan dengan tujuan untuk mengetahui pengaruh value congruity terhadap customer brand identification, brand engagement dan affective brand commitment serta dampaknya pada brand loyalty masyarakat dalam menggunakan telepon genggam iPhone. Penelitian ini dijalankan dengan menggunakan metode analisis jalur menggunakan pendekatan partial least square. Metode penelitian yang digunakan adalah penelitian kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 96 orang yang pernah membeli produk dari brand Apple dan menggunakan produk Apple iPhone setidaknya 2 kali. Hasil penelitian menunjukkan bahwa value congruity berpengaruh positif signifikan terhadap customer brand identification dan brand engagement masyarakat dalam menggunakan telepon genggam iPhone. Value congruity berpengaruh positif signifikan terhadap affective brand commitment masyarakat dalam menggunakan telepon genggam iPhone. Brand engagement tidak berpengaruh terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone, namun customer brand identification berpengaruh positif signifikan terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone. Dan hanya brand engagement yang tidak memediasi pengaruh value congruity terhadap brand loyalty masyarakat dalam menggunakan telepon genggam iPhone.

scholarly journals Brand Trust and Brand Loyalty: A Moderation and Mediation Perspective

2019 ◽  
pp. 1-17
Author(s):  
Sean Kwan Soo Shin ◽  
Fortune Edem Amenuvor ◽  
Richard Basilisco ◽  
Kwasi Owusu-Antwi
Keyword(s):  
South Korea ◽  
Brand Loyalty ◽  
Structural Equations ◽  
Brand Commitment ◽  
Brand Trust ◽  
Structural Equations Modeling ◽  
Brand Reputation ◽  
The Relationship ◽  
Moderating Role

This study aims to empirically test the effect of brand trust on brand commitment and brand loyalty while examining the mediating and moderating roles of brand commitment and brand reputation respectively. To achieve this aim, data is collected from 412 smartphone users in South Korea. The hypotheses advanced to achieve this aim are tested through the structural equations modeling technique. The results of the study reveal that brand trust and brand commitment positively and significantly influence brand loyalty. The study further finds that brand trust is positively and significantly related to brand commitment, while the latter mediates the relationship between brand trust and brand loyalty. Equally, the study finds support for the moderating role of brand reputation on the relationship between brand trust and brand commitment. The study provides managerial and theoretical illuminations into comprehending brand trust, brand commitment, brand reputation, and brand loyalty.

Finding Brands and Not Losing Your Religion? Exploring the Relationship Between Brand Engagement in Self-Concept and Religious Commitment

2021 ◽  
Vol 18 (3) ◽  
pp. 201-217
Author(s):  
Wiktor Razmus ◽  
Beata Zarzycka
Keyword(s):  
Religious Commitment ◽  
Past Research ◽  
Cross Sectional Study ◽  
Self Concept ◽  
Sectional Study ◽  
Grandiose Narcissism ◽  
Cross Sectional ◽  
Brand Engagement ◽  
The Relationship

Past research links a decrease in religiosity with the development of marketing and, in particular, with the growing role of brands in consumers’ lives. Building on James's (1920) theory of the self, we propose that focusing on brands as a strategy for self-expression (brand engagement in self-concept; BESC) does not exclude religious commitment and may even be related with higher levels of religious commitment. We also suggest that this relationship is moderated by grandiose narcissism. The hypotheses were tested on a sample of 306 individuals in a cross-sectional study. The findings provide evidence that BESC is positively related to religious commitment and the higher an individual’s narcissism is, the stronger the positive relationship between BESC and religious commitment. These findings suggest that using brands as a strategy for self-expression is not a substitute for religious commitment.

Investigating the Role of Customer Brand Engagement and Relationship Quality on Brand Loyalty

2018 ◽  
Vol 14 (3) ◽  
pp. 34-53 ◽  
Author(s):  
Samala Nagaraj ◽  
Sapna Singh
Keyword(s):  
Relationship Quality ◽  
Brand Loyalty ◽  
Experiment Design ◽  
Customer Participation ◽  
Brand Engagement ◽  
Serial Mediation ◽  
Quasi Experiment

The main aim of this article is to investigate the role of customer-brand engagement (CBE) and relationship quality (RQ) when individuals engage online with a brand. The study empirically examines the serial mediation of CBE and RQ between customer participation and brand loyalty. The research included a posttest only, in a quasi-experiment design, with two comparative groups: Purchasers and nonpurchasers. A total of 215 students were invited to engage with a selected brand on Facebook for 5 days consecutively, and for 20 minutes each day. Subsequently, the participants' opinions were collected using a questionnaire. Process Macros was used to test the serial mediation (Hayes, 2013). The results confirm that CBE does not mediate among the purchasers' group, however, CBE and RQ exhibit serial mediation. Also, RQ does not mediate among the nonpurchasers' group. This evidence suggests that purchasers do not exhibit loyalty through engagement alone and confirms that CBE is beyond transactions. Finally, results support the importance of CBE for the management to improve brand loyalty.

The Role of Customer Engagement in the COVID-19 Era

2021 ◽  
pp. 91-116
Author(s):  
Sara Santos ◽  
Pedro Espírito Santo ◽  
Luísa Augusto
Keyword(s):  
Social Media ◽  
The Other ◽  
Customer Engagement ◽  
Special Role ◽  
Brand Attachment ◽  
Brand Engagement ◽  
Brand Relationship ◽  
The Relationship ◽  
Multidimensional Concept

Costumer engagement is a multidimensional concept which develops over the time and is widely studied in the literature of marketing. Consumers attached to the brand tend to be more involved in behaviors that support the brand. On the other side, brand-self connection is an important element in consumer-brand relationship being part of brand attachment, where social media have a special role. Playfulness and informativeness of video have a significant impact on the value of social media ads, and the authors present the relationship between these two variables and customer engagement. The study will present an investigation with 235 Portuguese individuals during the months of confinement justified by the pandemic COVID-19. The results show that customer engagement depends on informativeness, playfulness, and brand-self connection. Throughout this empirical study, they show that social media brand engagement is explained by these variables. This chapter enhances knowledge on costumer engagement, brand-self connection, and video informativeness and playfulness, supporting new researches in this topic.

scholarly journals The role of emotional structures in the relationship between satisfaction and brand loyalty

2020 ◽  
Vol 7 (1) ◽  
pp. 1782098
Author(s):  
Davood Ghorbanzadeh ◽  
Atena Rahehagh
Keyword(s):  
Brand Loyalty ◽  
The Relationship

scholarly journals Effect of Value Congruence, Brand Distinctiveness, Brand Social, Brand Warmth, and Memorable Brand Experience on Customer-Brand Identification and Brand Loyalty (Case Study: Brand of ACER Laptop)

2018 ◽  
Vol 31 ◽  
pp. 11001 ◽  
Author(s):  
Aries Susanty ◽  
Aprilia Tresnaningrum
Keyword(s):  
Data Processing ◽  
Brand Loyalty ◽  
Value Congruence ◽  
Social Benefit ◽  
Partial Least Square ◽  
Brand Experience ◽  
Product Involvement ◽  
Brand Identification ◽  
The Relationship

This study has several purposes. First, this study aims to investigate the effect of consumer–brand value congruence, brand distinctiveness, brand social benefit, brand warmth, and memorable brand experience on customer-brand identification (CBI). We call all of those factors as the antecedent factor of CBI. Second, this study aims to investigate the effect of CBI on customer loyalty. Third, investigate the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI. This research used primary data collected through closed questionnaires using a Likert scale of 1 - 5. The total sample size was 273 respondents located in Semarang City who has or has been using Acer Laptop for minimal one year. This research was conducted using Partial Least Square (PLS) method through SmartPLS 3.0 software. The result of data processing indicated that all of the antecedent factors of CBI have the positive and significant effect on CBI of the user of Acer Laptop. In this case, among the five antecedent factors of CBI, value congruence has the greatest effect on CBI of the user of Acer Laptop. The result of data processing also indicated that CBI has the positive and significant effect on brand loyalty of user of Acer Laptop. This study fails to prove the role of product involvement as a moderating variable of the relationship between brand distinctiveness, brand social benefit, brand warmth, memorable brand experience and CBI of the user of Acer Laptop. Moreover, based on the result of hypothesis testing, this study gives some recommendation to Acer Laptop to develop or create some features which are match with the value of user of Laptop Acer in Semarang City.

Fashion brands are engaging the millennials: a moderated-mediation model of customer-brand engagement, participation, and involvement

2019 ◽  
Vol 21 (2) ◽  
pp. 233-253 ◽  
Author(s):  
Nagaraj Samala ◽  
Bharath Shashanka Katkam
Keyword(s):  
Social Exchange ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Moderated Mediation ◽  
Mediation Model ◽  
Content Type ◽  
Mediating Role ◽  
Brand Engagement ◽  
Moderated Mediation Model

Purpose Millennial generation is fashion inclined, interactive and informative social beings. They are very conscious of the brands they wear. Millennia seek, share, inform and exchange fashion brand-related information on social networking sites (SNS). Marketers are subsequently engaging the young prospects and customers to keep up or improve enthusiasm and participation. The study attempts to investigate the role of customer-brand engagement (CBE) of millennials with fashion brands on SNS. The study simultaneously tests the moderating role of involvement levels affecting participation and CBE leading to brand loyalty. Design/methodology/approach The study followed a purposive sample by collecting 466 respondents from the graduate students of a university. The study adopted structural equation modelling (SEM) and Hayes process macros in SPSS 20.0 to test the moderated-mediation model. Findings The study confirms the mediating role of CBE in the relationship between participation and brand loyalty. Different degrees of involvement moderate the mediating role of CBE. Higher levels of involvement enhance the positive effect of participation on CBE. Originality/value The study is first of its kind to investigate the role of CBE and involvement among the millennial group. It also contributes to the related theories like service-dominant logic, social exchange theory and consumer culture theory regarding a unique population group, which is promising and profitable.

The impact of relational bonds on brand loyalty: the mediating effect of brand relationship quality

2014 ◽  
Vol 24 (2) ◽  
pp. 184-204 ◽  
Author(s):  
Chao-Chin Huang ◽  
Shih-Chieh Fang ◽  
Shyh-Ming Huang ◽  
Shao-Chi Chang ◽  
Shyh-Rong Fang
Keyword(s):  
Relationship Quality ◽  
Brand Loyalty ◽  
Customer Retention ◽  
Retention Strategies ◽  
Content Type ◽  
Brand Relationship ◽  
Brand Relationship Quality ◽  
Retail Service ◽  
The Relationship

Purpose – While the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this relationship. The purpose of this paper is to examine the mediating role of brand relationship quality (BRQ) in the relationship between relational bonds and brand loyalty in retail service contexts. Design/methodology/approach – A total of 524 valid questionnaires from respondents aged between 15 and 24 are analyzed using structural equation modeling. Findings – First, BRQ significantly mediates the relationship between relational bonds and brand loyalty. Second, structural bonds are the only driver of attitudinal attachment; social and structural bonds lead to a sense of community. Third, attitudinal attachment is the main influence on both behavioral and attitudinal loyalty. Research limitations/implications – First, a focus on a single market segment, i.e. 15-24 year olds. Second the dimensions used to measure relational bonds and BRQ might not be applicable to other contexts. Third, does not consider potentially important moderator(s). Fourth, does not distinguish between store and product brands. Originality/value – This study makes the following contributions to the literature: First, demonstrates the importance of BRQ as a mediator in the relationship between relational bonds and brand loyalty. Second, elucidates the role of BRQ in establishing brand loyalty in three theoretical frameworks applied to retail service contexts. Third, suggests a more comprehensive view of brand loyalty involving both behavioral and attitudinal dimensions. Fourth, proposes the managerial implications of this work for the customer retention strategies of retail service firms.

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