Abstract
ABSTRACTThis study examines how perceptions associated with customer personality traits can affect customer satisfaction, customer brand identification (CBI), and involvement as well as the development of brand loyalty. Social identity theory was applied to explain these effects as it relates to coffee shop businesses and further investigate relationships between customers and a brand. The verified model with a survey sample of 743 customers confirmed that customer personality traits had significant effects on customer satisfaction and CBI. Customer satisfaction had positive effects on CBI, involvement, and brand loyalty. CBI had significant influences on involvement and brand loyalty. Involvement was, in turn, positively associated with brand loyalty. In addition, the relationships between these variables were moderated by business type (i.e., independent coffee shop vs. franchise coffee shop).
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