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doi:10.22028/D291-31967
Title: | Consumers’ relationships with brands and brand communities – The multifaceted roles of identification and satisfaction |
Author(s): | Popp, Bastian Woratschek, Herbert |
Language: | English |
Title: | Journal of retailing and consumer services |
Volume: | 35 |
Startpage: | 46 |
Endpage: | 56 |
Publisher/Platform: | Elsevier |
Year of Publication: | 2017 |
Publikation type: | Journal Article |
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. |
DOI of the first publication: | 10.1016/j.jretconser.2016.11.006 |
URL of the first publication: | https://www.sciencedirect.com/science/article/pii/S0969698916301989 |
Link to this record: | hdl:20.500.11880/29572 http://dx.doi.org/10.22028/D291-31967 |
ISSN: | 0969-6989 |
Date of registration: | 25-Aug-2020 |
Faculty: | HW - Fakultät für Empirische Humanwissenschaften und Wirtschaftswissenschaft |
Department: | HW - Wirtschaftswissenschaft |
Professorship: | HW - Prof. Dr. Bastian Popp |
Collections: | SciDok - Der Wissenschaftsserver der Universität des Saarlandes |
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