Brand experience and customer citizenship behavior: the role of brand relationship quality

Abstract

PurposeThis paper aims to examine the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior.Design/methodology/approachTwo studies were conducted in China. Data were collected via questionnaire surveys. Structural equation modeling and bootstrapping methods were used for data analyses.FindingsResults show that brand relationship quality mediates the effects of the four dimensions of brand experience (i.e. sensory, affective, behavioral and intellectual) on the two aspects of customer citizenship behavior (i.e. toward other customers and toward the organization). In addition, service provider ratings can moderate the effect of brand relationship quality on customer citizenship behavior.Practical implicationsThe findings suggest that marketing or service managers should build high quality of customer–brand relationship to enhance customer citizenship behaviors by providing memorable and pleasurable brand experiences. Brands with high ratings can facilitate the effect of brand relationship quality on customer citizenship behavior.Originality/valueThis research sheds light on the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior.