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Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

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Cited by:

  1. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
  2. Liu, Aiping & Urquía-Grande, Elena & López-Sánchez, Pilar & Rodríguez-López, Ángel, 2024. "The role of gamification in customer citizenship behavior on China's microfinance platforms," Finance Research Letters, Elsevier, vol. 63(C).
  3. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
  4. Zhang, Shu-Ning & Li, Yong-Quan & Liu, Chih-Hsing & Ruan, Wen-Qi, 2021. "A study on China's time-honored catering brands: Achieving new inheritance of traditional brands," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  5. van Tonder, Estelle & Saunders, Stephen Graham & Farquhar, Jillian Dawes, 2020. "Explicating the resource integration process during self-service socialisation: Conceptual framework and research propositions," Journal of Business Research, Elsevier, vol. 121(C), pages 516-523.
  6. Jiang, Cuiqing & Rashid, Rao Muhammad & Wang, Jianfei, 2019. "Investigating the role of social presence dimensions and information support on consumers’ trust and shopping intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 263-270.
  7. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
  8. Gelbrich, Katja & Hagel, Julia & Orsingher, Chiara, 2021. "Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence," International Journal of Research in Marketing, Elsevier, vol. 38(1), pages 176-193.
  9. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  10. Dang, Anh & Arndt, Aaron D., 2017. "How personal costs influence customer citizenship behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 173-181.
  11. Rosenbaum, Mark S. & Friman, Margareta & Ramirez, Germán Contreras & Otterbring, Tobias, 2020. "Therapeutic servicescapes: Restorative and relational resources in service settings," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  12. Matti J. Haverila & Kai Haverila & Caitlin McLaughlin & Mehak Arora, 2023. "The influence of the number of brand community memberships on customer centric measures," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(1), pages 5-20, March.
  13. Tonder, Estelle van & Saunders, Stephen Graham & Lisita, Inonge Theresa & de Beer, Leon Tielman, 2018. "The importance of customer citizenship behaviour in the modern retail environment: Introducing and testing a social exchange model," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 92-102.
  14. Lim, Weng Marc & Aggarwal, Arun & Dandotiya, Ravi, 2022. "Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  15. Jiayu Qian & Jee-Sun Park, 2021. "Influencer-brand fit and brand dilution in China’s luxury market: the moderating role of self-concept clarity," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 199-220, March.
  16. 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.
  17. Sampa Anupurba Pahi & Anuj Jain & Debasis Pradhan, 2024. "How can brands mitigate the consequences of negative digital customer experience? Investigating roles of brand attachment, brand community support, and adaptive coping," Journal of Brand Management, Palgrave Macmillan, vol. 31(6), pages 616-631, November.
  18. Hailian Qiu & Ning Wang & Minglong Li, 2021. "Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment," SAGE Open, , vol. 11(1), pages 21582440211, March.
  19. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  20. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
  21. Zeling Zhong & Christine Balagué, 2019. "Understanding Consumer Internet of Things appropriation: a hierarchical component modelling approach," Post-Print hal-02145551, HAL.
  22. Kim, Kawon & Baker, Melissa A., 2020. "Paying it forward: The influence of other customer service recovery on future co-creation," Journal of Business Research, Elsevier, vol. 121(C), pages 604-615.
  23. Rosenbaum, Mark S. & Edwards, Karen L. & Malla, Binayak & Adhikary, Jyoti Regmi & Ramírez, Germán Contreras, 2020. "Street harassment is marketplace discrimination: The impact of street harassment on young female consumers’ marketplace experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  24. Ming-Yan Wang & Peng-Zhu Zhang & Cheng-Yang Zhou & Neng-Ye Lai, 2019. "Effect of Emotion, Expectation, and Privacy on Purchase Intention in WeChat Health Product Consumption: The Mediating Role of Trust," IJERPH, MDPI, vol. 16(20), pages 1-19, October.
  25. Yahia, Imene Ben & Al-Neama, Nasser & Kerbache, Laoucine, 2018. "Investigating the drivers for social commerce in social media platforms: Importance of trust, social support and the platform perceived usage," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 11-19.
  26. Dang, Van Thac & Nguyen, Ninh & Pervan, Simon, 2020. "Retailer corporate social responsibility and consumer citizenship behavior: The mediating roles of perceived consumer effectiveness and consumer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  27. Mustafa Kavacik & Kevser Çinar & Saadet Zafer Kavacik, 2023. "Visual Mapping of Social Commerce Articles on WoS Database Between 1995 and 2023," SAGE Open, , vol. 13(4), pages 21582440231, December.
  28. Aldhamiri, Ali & Carlson, Jamie & Vilches-Montero, Sonia & Rahman, Syed Mahmudur & Gudergan, Siegfried P., 2024. "What drives higher active customer engagement in luxury brands’ social media? Measurement and contingencies," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  29. Shi, Xiaoxiao & Evans, Richard & Shan, Wei, 2022. "Solver engagement in online crowdsourcing communities: The roles of perceived interactivity, relationship quality and psychological ownership," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
  30. Donkor, Frank & Papadopoulos, Thanos & Spiegler, Virginia, 2021. "The supply chain integration – Supply chain sustainability relationship in the UK and Ghana pharmaceutical industry: A stakeholder and contingency perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 155(C).
  31. Keyoor Purani & Krishnan Jeesha, 2022. "Community based brand equity as brand culture: advancing brand equity conceptualization for a connected world," AMS Review, Springer;Academy of Marketing Science, vol. 12(1), pages 52-70, June.
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