IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v68y2015i4p862-866.html
   My bibliography  Save this article

How does brand misconduct affect the brand–customer relationship?

Author

Listed:
  • Hsiao, Chih-Hui
  • Shen, George C.
  • Chao, Pei-Ju

Abstract

This study aims to investigate how brand misconduct and advertising affect the brand–customer relationship. The conceptual model consists of e-service quality, consumer satisfaction, brand commitment, and advocacy intentions, which are used to test the hypothesized brand–customer relationship. The study involves an experiment with 674 participants to test the research hypotheses. Results show that e-service quality and satisfaction are crucial to determine a customer's brand commitment, which in turn has a positive impact on advocacy intention. Brand misconduct decreases the brand–customer relationship. That is, customers who were informed about brand misconduct displayed a lower response on marketing relationships. Advertising is effective to mitigate the negative impact of brand misconduct on a customer's advocacy intention. The research advances the relationship marketing literature explaining the effects of brand misconduct and advertising on the brand–customer relationship.

Suggested Citation

  • Hsiao, Chih-Hui & Shen, George C. & Chao, Pei-Ju, 2015. "How does brand misconduct affect the brand–customer relationship?," Journal of Business Research, Elsevier, vol. 68(4), pages 862-866.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:4:p:862-866
    DOI: 10.1016/j.jbusres.2014.11.042
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296314003968
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2014.11.042?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Huber, Frank & Vollhardt, Kai & Matthes, Isabel & Vogel, Johannes, 2010. "Brand misconduct: Consequences on consumer-brand relationships," Journal of Business Research, Elsevier, vol. 63(11), pages 1113-1120, November.
    2. Fournier, Susan, 1998. "Consumers and Their Brands: Developing Relationship Theory in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 343-373, March.
    3. Fullerton, Gordon, 2011. "Creating advocates: The roles of satisfaction, trust and commitment," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 92-100.
    4. Fontenot, Renee J. & Wilson, Elizabeth J., 1997. "Relational exchange: A review of selected models for a prediction matrix of relationship activities," Journal of Business Research, Elsevier, vol. 39(1), pages 5-12, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Shijiao Chen & Jing A. Zhang & Hongzhi Gao & Zhilin Yang & Damien Mather, 2022. "Trust Erosion During Industry-Wide Crises: The Central Role of Consumer Legitimacy Judgement," Journal of Business Ethics, Springer, vol. 175(1), pages 95-116, January.
    2. Simon, Françoise, 2017. "Relationship norms and media gratification in relational brand communication," Journal of Business Research, Elsevier, vol. 79(C), pages 12-22.
    3. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
    4. Kumar, Vikas & Kaushal, Vikrant & Shashi,, 2023. "Role of customer perceived brand ethicality in inducing engagement in online brand communities," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    5. Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
    6. Singh, Jaywant & Shukla, Paurav & Schlegelmilch, Bodo B., 2022. "Desire, need, and obligation: Examining commitment to luxury brands in emerging markets," International Business Review, Elsevier, vol. 31(3).
    7. Andy Fred Wali, 2018. "Customer Relationship Management and Marketing Effectiveness," Paradigm, , vol. 22(2), pages 101-124, December.
    8. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
    9. Appiah, Dominic & Howell, Kerry E. & Ozuem, Wilson & Lancaster, Geoff, 2019. "Building resistance to brand switching during disruptions in a competitive market," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 249-257.
    10. Valentina Mazzoli & Diletta Acuti & Raffaele Donvito & Eunju Ko, 2019. "Dressing your soul: The role of brand engagement in self-concept," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2019(1), pages 75-102.
    11. Swaen, Valérie & Demoulin, Nathalie & Pauwels-Delassus, Véronique, 2021. "Impact of customers’ perceptions regarding corporate social responsibility and irresponsibility in the grocery retailing industry: The role of corporate reputation," Journal of Business Research, Elsevier, vol. 131(C), pages 709-721.
    12. Ozdemir, Sena & Zhang, ShiJie & Gupta, Suraksha & Bebek, Gaye, 2020. "The effects of trust and peer influence on corporate brand—Consumer relationships and consumer loyalty," Journal of Business Research, Elsevier, vol. 117(C), pages 791-805.
    13. Sheena Lovia Boateng & Bedman Narteh, 2016. "Online relationship marketing and affective customer commitment – The mediating role of trust," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 127-140, June.
    14. Sergio Andres Osuna Ramirez & Cleopatra Veloutsou & Anna Morgan-Thomas, 2017. "A Systematic Literature Review of Brand Commitment: Definitions, Perspectives and Dimensions," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 3(3), pages 305-332, July.
    15. Ferrell, O.C. & Harrison, Dana E. & Ferrell, Linda & Hair, Joe F., 2019. "Business ethics, corporate social responsibility, and brand attitudes: An exploratory study," Journal of Business Research, Elsevier, vol. 95(C), pages 491-501.
    16. de Regt, Anouk & Plangger, Kirk & Barnes, Stuart J., 2021. "Virtual reality marketing and customer advocacy: Transforming experiences from story-telling to story-doing," Journal of Business Research, Elsevier, vol. 136(C), pages 513-522.
    17. Vicenta Sierra & Oriol Iglesias & Stefan Markovic & Jatinder Jit Singh, 2017. "Does Ethical Image Build Equity in Corporate Services Brands? The Influence of Customer Perceived Ethicality on Affect, Perceived Quality, and Equity," Journal of Business Ethics, Springer, vol. 144(3), pages 661-676, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Katja H. Brunk & Cara Boer, 2020. "How do Consumers Reconcile Positive and Negative CSR-Related Information to Form an Ethical Brand Perception? A Mixed Method Inquiry," Journal of Business Ethics, Springer, vol. 161(2), pages 443-458, January.
    2. Jatinder Singh & Oriol Iglesias & Joan Batista-Foguet, 2012. "Does Having an Ethical Brand Matter? The Influence of Consumer Perceived Ethicality on Trust, Affect and Loyalty," Journal of Business Ethics, Springer, vol. 111(4), pages 541-549, December.
    3. Ilaria Baghi & Paolo Antonetti, 2021. "The higher they climb, the harder they fall: The role of self‐brand connectedness in consumer responses to corporate social responsibility hypocrisy," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(4), pages 1216-1230, July.
    4. Selcan Kara & Kunter Gunasti & William T. Ross, 2020. "My brand identity lies in the brand name: personified suggestive brand names," Journal of Brand Management, Palgrave Macmillan, vol. 27(5), pages 607-621, September.
    5. Farah, Maya F. & Ramadan, Zahy B., 2017. "Disruptions versus more disruptions: How the Amazon dash button is altering consumer buying patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 54-61.
    6. Lee, Christopher M., 2021. "Business to Consumer (B2C) Relationships: Should Local Businesses have to be Honest with their Customers all the time?," OSF Preprints wdbq4, Center for Open Science.
    7. Elbedweihy, Alaa M. & Jayawardhena, Chanaka & Elsharnouby, Mohamed H. & Elsharnouby, Tamer H., 2016. "Customer relationship building: The role of brand attractiveness and consumer–brand identification," Journal of Business Research, Elsevier, vol. 69(8), pages 2901-2910.
    8. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
    9. Maxwell-Smith, Matthew A. & Barnett White, Tiffany & Loyd, Denise Lewin, 2020. "Does perceived treatment of unfamiliar employees affect consumer brand attitudes? Social dominance ideologies reveal who cares the most and why," Journal of Business Research, Elsevier, vol. 109(C), pages 461-471.
    10. Komal Nagar & Paramdeep Kour, 2018. "Measuring Young Consumers’ Response to Brand Scandals: A Brand Love Perspective," FIIB Business Review, , vol. 7(4), pages 304-315, December.
    11. Giovanis, Apostolos N. & Athanasopoulou, Pinelopi, 2018. "Consumer-brand relationships and brand loyalty in technology-mediated services," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 287-294.
    12. Ryoo, Yuhosua, 2022. "Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions," Journal of Business Research, Elsevier, vol. 146(C), pages 13-31.
    13. Emmanuel Silva Quaye & Cleopatra Taoana & Russell Abratt & Peter Anabila, 2022. "Customer advocacy and brand loyalty: the mediating roles of brand relationship quality and trust," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 363-382, July.
    14. Janina SÜRKEN & Sören SUNDERMANN, 2021. ""Online Touchpoints Matter!" - An Empirical Analysis of Consumer-Brand Relationships in Retail Settings," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 77-87, August.
    15. Amélie Guèvremont & Bianca Grohmann, 2018. "Does brand authenticity alleviate the effect of brand scandals?," Journal of Brand Management, Palgrave Macmillan, vol. 25(4), pages 322-336, July.
    16. Selcan Kara & Kunter Gunasti & William T. Ross, 0. "My brand identity lies in the brand name: personified suggestive brand names," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-15.
    17. Trump, Rebecca K., 2014. "Connected consumers' responses to negative brand actions: The roles of transgression self-relevance and domain," Journal of Business Research, Elsevier, vol. 67(9), pages 1824-1830.
    18. Clarinda Rodrigues & Amélia Brandão & Soniya Billore & Tetsuhisa Oda, 2024. "The mediating role of perceived brand authenticity between brand experience and brand love: a cross-cultural perspective," Journal of Brand Management, Palgrave Macmillan, vol. 31(3), pages 293-309, May.
    19. Liguo Lou & Yongbing Jiao & Joon Koh, 2021. "Determinants of Fan Engagement in Social Media-Based Brand Communities: A Brand Relationship Quality Perspective," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
    20. Ilaria Baghi & Veronica Gabrielli, 2021. "The role of betrayal in the response to value and performance brand crisis," Marketing Letters, Springer, vol. 32(2), pages 203-217, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:68:y:2015:i:4:p:862-866. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.