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Consumers’ relationships with brands and brand communities – The multifaceted roles of identification and satisfaction

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  • Popp, Bastian
  • Woratschek, Herbert

Abstract

This study integrates consumer-brand identification and customer satisfaction as core relationship drivers to study their interrelationships as well as the effects on customer loyalty and word-of-mouth communication. Considering multiple interacting targets of identification in brand communities, the empirical study unfolds the multifaceted, context-specific relevance of identification and satisfaction: While the effect of identification on brand loyalty is mediated by customer satisfaction, satisfaction has no significant effect on community loyalty. Moreover, brand communities are particularly useful for gaining new customers, whereas no increase in brand loyalty could be found. Managers are generally advised to specify constructs of interest related to different relevant targets of identification.

Suggested Citation

  • Popp, Bastian & Woratschek, Herbert, 2017. "Consumers’ relationships with brands and brand communities – The multifaceted roles of identification and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 46-56.
    • Handle: RePEc:eee:joreco:v:35:y:2017:i:c:p:46-56
    DOI: 10.1016/j.jretconser.2016.11.006
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    Cited by:

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    2. Coelho, Pedro Simões & Rita, Paulo & Santos, Zélia Raposo, 2018. "On the relationship between consumer-brand identification, brand community, and brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 101-110.
    3. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Mills, Mark & Oghazi, Pejvak & Hultman, Magnus & Theotokis, Aristeidis, 2022. "The impact of brand communities on public and private brand loyalty: A field study in professional sports," Journal of Business Research, Elsevier, vol. 144(C), pages 1077-1086.
    5. Takumi Kato & Nobu Takenaka & Rie Ito & Kazuki Nishiguchi, 2023. "Selection versus scale: Loyalty indices for brand management," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 836-853, December.
    6. Demiray, Melek & Burnaz, Sebnem, 2019. "Exploring the impact of brand community identification on Facebook: Firm-directed and self-directed drivers," Journal of Business Research, Elsevier, vol. 96(C), pages 115-124.
    7. Augusto, Mário & Godinho, Pedro & Torres, Pedro, 2019. "Building customers’ resilience to negative information in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 235-248.
    8. Hook, Margurite & Baxter, Stacey & Kulczynski, Alicia, 2020. "‘I'm like you, you're like me, we make a great brand community!’ Similarity and children's brand community participation," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).

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