Building Brand Relationships Research Articles

Enhancing Brand Loyalty: A Relationship Marketing Perspective within the Context of Contractual Services

Keeping customers loyal is extremely important in services contexts. The overall purpose of this study is to stress the importance of building brand relationships and enhancing brand loyalty in contractual service contexts through customer satisfaction and customer-brand identification perspectives. This study tested a conceptual model using a cross-sectional sampling design to collect the appropriate data. 101 customers of pay TV services participated in this research. Results reveal that both satisfaction and customer-brand identification have a positive effect on loyalty. Customer satisfaction mediates the linkage between the two cognitive constructs of perceived quality and perceived price and brand loyalty, accordingly. Further, emotional value has a moderating effect on the relationship between satisfaction and brand loyalty, while the indirect effect of both perceived quality and perceived price on brand loyalty via customer satisfaction is stronger when emotional value is high. The findings provide researchers with important theoretical implications as they render a deep and integrative understanding of different antecedents of brand attitudinal loyalty in contractual service markets and contractual service providers with strategic directions to increase customer loyalty. Limitations and suggestions for future research in this area are also discussed.

Consumer-brand Relationships with AI Anthropomorphic Assistant: Role of Product Usage Barrier, Psychological Distance and Trust

ABSTRACT Human likeness in technology (i.e. AI anthropomorphic assistants) continues to transform and build relationships with consumers today. This study aims to examine the role of product usage barrier, psychological distance, and trust between physical AI anthropomorphic assistants and consumers to build brand relationships in the retail sector. Data was collected through a questionnaire from Indian consumers, and was analyzed, using the AMOS and SPSS PROCESS macro. The findings reveal that both product usage barriers and psychological distance do mediate the relationship between AI anthropomorphic assistants and consumer-brand relationships, while trust plays the role of a moderator. These findings are unique, and could assist retail managers in leveraging AI anthropomorphization of retail brands as part of building effective relationships with their consumers. We believe that the brands stand to benefit when retail managers make AI anthropomorphization an integral part of the retail experience.

Does Your Cause Fit My “Self”? Self-Expansion and Self-Concept in Cause-Related Marketing

Cause-related marketing is a strategic approach to differentiate, earn consumer preference, and sustain brand growth by supporting environmental and social concerns. Cause-related campaigns are effective, impact consumers decision making, and build brand preference when there is a deep identification with the cause and an understanding of consumers’ motivators, affect factors, and aspirations. How cause-brand affinity affects the relationships that consumers nurture with these brands as they expand their selves is still unknown. This study assesses the impact of cause-brand and cause-self-identity fit on brand engagement in self-concept and self-expansion driven by consumers’ intention to self-verify and self-aspire when building brand relationships. Our findings suggest that cause-brand and cause-self-identity connection allow consumers to self-expand. A cause-brand value fit beyond functional and image is required for brand credibility and engagement to self-verify. Simultaneously, consumers self-aspire due to a fit between the meaning of the cause and their ideal selves and becomes a moderator source for self-expansion. A methodological contribution identifies a new “values” dimension in the conceptualization of cause–brand fit. A theoretical model is tested through confirmatory factor analysis, LISREL, and PLS-SEM modeling. Self-expansion and social identity are the theoretical framework. This study is the first to test the notion that consumers’ self-expansion results from the concurrence of cause-brand fit, cause-self-identity fit, and brand engagement in self-concept in cause-related marketing. Keywords: Cause-related Marketing, Self-concept, Self-expansion, Cause–brand fit, Cause-self-identity fit, Branding. DOI: 10.7176/JMCR/85-09 Publication date: July 28 th 2022

Brand avatars: impact of social interaction on consumer–brand relationships

PurposeOver the past two decades, technology-facilitated communication between brand and consumer has become common. One way in which technology can be used to build brand relationships in the online environment is by using brand avatars. This study considers social aspects of brand avatar communication, with the aim of determining if including an element of “socialness” adds to the impact of the brand avatar.Design/methodology/approachSpecifically, the authors test three outcome variables core to building strong consumer relationships through experimental design comparing an avatar's communication style (transactional vs social) while considering the potential covariate of motivational orientation.FindingsOverall, multivariate analysis of covariance (MANCOVA) results indicate that social functions provided by the brand avatar are more likely to facilitate the consumer–brand relationship (CBR) process than transactional functions. This study provides managerial support for using an avatar with social communication capabilities.Originality/valueAs social interaction becomes more expected by consumers in the current media landscape, understanding how to meet those demands on a large scale, through brand avatars, is valuable.

Can social media-based brand communities build brand relationships? Examining the effect of community engagement on brand love

ABSTRACT The rise of social media has dramatically changed relationship building between brands and fans. Social media-based brand communities are widely embraced by firms who use them to create consumer engagement and facilitate stronger consumer-brand relationships. Despite the importance of consumer engagement, our understanding of what drives community engagement and how individuals' love for a brand can be facilitated through SMBBCs remains limited. Based on social identity theory and social capital theory, this study explores the aforementioned gap by proposing an integrated conceptual model that encompasses the individual and group-level factors contributing to the establishment of community engagement, which in turn facilitates an individual's love for a brand and ultimately leads to positive behaviours towards the brand. We conducted a survey and found that community engagement, which is driven by brand identification and social capital (relational, structural, and cognitive capital), is a key determinant facilitating an individual's love for a brand. This love subsequently affects the individual's inclination to engage in brand-related information-sharing behaviours. The results of this research can guide practitioners in designing a SMBBCs by using relationship-building activities.

The influence of political candidate brands during the 2012 and 2016 US presidential elections

Purpose The purpose of this paper is to investigate whether voters consider a candidate’s brand image when evaluating election alternatives. That is, how prominent a role does the candidate brand image have in the decision-making process? As election outcomes are behavior-driven, the goal is to examine the potential relationship between the candidate brand image, the self-brand image and voting intention. Design/methodology/approach Data were collected for the third week of October 2012 and again for the same time in 2016 – three weeks prior to the US presidential election each year. An online-based nationwide survey was leveraged, followed by correlation, regression and mediation analysis. Findings Candidate brand image has a role in US presidential elections. In addition, candidate brand image and self-brand image are significantly related to voting intention. In both elections, the losing candidate’s brand image was more of a factor when it came to voting intention, as both candidates’ brand image mediated the relationships between self-brand image and voting intention for all voters. Research limitations/implications A link between candidate brand image and voting intention was demonstrated for perhaps the first time. With results showing candidate brand image does relate to the voter’s self-brand image and voting intention, future research should investigate what other brand elements are a factor. There are undoubtedly other factors – some branding-related, others not branding-related – that go into voter decision-making. Because results were stronger for a losing candidate than a winning one, research should also examine whether this occurrence was coincidence or consistent voter behavior. Practical implications When voters considered who might best represent themselves, the brand image of the candidate enhanced the likelihood of voting for, or against, the candidate. Therefore, it is highly recommended that campaign managers understand not only the importance of their candidate’s brand image to develop and maintain a positive image among their supporters but also how to highlight what their supporters view as the negative aspects of the opposing candidates’ brand image to increase the lack of affinity for competitors. Originality/value This research demonstrates, for the first time, that candidates’ brand image is considered by voters in a US presidential election. In addition, it discovers the role candidate brand image plays in voting intention. Finally, it provides direction for campaign managers to conduct research into candidates as brands to build brand relationships with the electorate.

The picture of luxury: A comprehensive examination of college student consumers' relationship with luxury brands

AbstractThis study examines college student consumers' relationship with luxury brands through two studies. Study 1 analyzes collages to determine what represents luxury to them, how consumers perceive their relationships with luxury, and who they are as luxury consumers. Study 2 analyzes qualitative interviews to validate the findings of Study 1 and to add further insights. Results of Study 1 suggest that college student consumers represent a vibrant segment in the luxury market. These consumers perceive a wide variety of products and brands as meeting their luxury needs. They are currently interested in luxury and their potential will only increase as their incomes do. Results of Study 2 confirms their views of luxury and emphasizes the critical roles social media, peers, and family play in influencing college student consumers' luxury consumption and provide insights for how to build an emotional bond with them. Luxury marketers can build brand relationships with college student consumers by offering them entry‐level products as they are current luxury consumers and see their consumption expanding in the future. Given that college student consumers are both vulnerable and savvy in recognizing when they are being manipulated, caution needs to be taken in approaching this segment in relationship‐building efforts.

Mediating model of brand equity and its application

Purpose This paper aims to examine the mediating role of brand satisfaction and brand trust in brand equity antecedents and outcomes through an empirical investigation of brand equity elements. Design/methodology/approach A survey was conducted in Pune and Mumbai, two prominent cities of India. A structured questionnaire focussed on garnering responses on measuring brand equity antecedents and outcomes was circulated to the cell phone users. The questionnaire aimed to assess the role of two additional variables, namely, brand satisfaction and brand trust, in the existing and the conceptual model of brand equity (Keller, 2001). Based on the data analysis, a structural equations path and the mediating model were developed. Findings The findings of this study show that the new brand equity model is highly relevant in predicting brand equity as compared to the existing brand equity model (Keller, 2001). The brand equity mediation model clearly elucidates the role of brand trust and brand satisfaction. Research limitations/implications With reference to a theoretical contribution, the study broadens the existing hypothetical model of brand equity. The findings of this research provide a strategic and analytical model for brand managers to build brand relationships among their consumers. Originality/value The present study challenges the existing model of brand equity (Keller, 2001) and further makes an effort to fill in the gaps in the existing theoretical model of brand equity.

Engaging consumers in mobile instant messaging: the role of cute branded emoticons

PurposeWith the rapid surge of mobile marketing, an increasing number of brands have launched branded emoticons in an attempt to build brand relationships with consumers. Despite the apparent promise of branded emoticon usage, there is only limited academic research on branded emoticons. This paper aims to build on impression management theory and the conceptualization of cuteness to investigate how the effect of cuteness in branded emoticon design influences perceived playfulness in mobile instant messaging (MIM) interaction and the creation of brand engagement in self-concept.Design/methodology/approachConsumers with usage experience of branded emoticons in MIM apps were recruited to complete an online survey. Partial least squares structural equation modelling was used to analyze the data.FindingsTwo facets of cuteness – kindchenschema cuteness and whimsical cuteness – can project a favourable social image to consumers that facilitates playfulness in social interaction and enhances brand engagement in self-concept, which leads to their willingness to purchase the brand and stickiness to the MIM apps.Originality/valueThe popularity of branded emoticons represents a new form of social interaction and an innovative way to build brand relationships. The present study is the first to examine the design aspects of branded emoticons and highlights that the cuteness of a branded emoticon may be a crucial factor in engaging consumers in MIM.

The Role of Consumer Affect on Visual Social Networking Sites: How Consumers Build Brand Relationships

ABSTRACTVisual social networking sites, such as Instagram, have become increasingly attractive for engaging consumers and building brand relationships. Despite this growing popularity, little is known about how visuals help consumers build brand relationships. Therefore, this study examines how consumers' perceptions of brand engagement on Instagram influence their affective response and build brand commitment with regard to consumers' three-dimensional emotional response—appeal, engagement, and empowerment. Findings suggest that consumers' emotional responses each contribute to consumers' brand commitment. Additionally, perceived entertainment and aesthetic values of brand posts were positively related to appeal; perceived belongingness to brands with engagement; and perceived mutuality with empowerment.

Introduction to the Special Issue: Brand Relationships, Emotions, and the Self

Introduction to the Special Issue: Brand Relationships, Emotions, and the Self

Young consumer-brand relationship building potential using digital marketing

Purpose This paper aims to examine branding strategies directed at child consumers, used by six high fat, sugar and salt food brands across three different digital marketing platforms. It identifies brand relationship building potential in this digital context. Design/methodology/approach This study analyses the contents of branded mobile phone applications, branded websites (including advergames) and branded Facebook sites to understand the nature of young consumer–brand relationship strategies that marketers are developing in this digital media marketing environment. Findings The use of sophisticated integrated branding strategies in immersive online media creates the potential for marketers to build relationships between young consumers and brands at an interactive, direct and social level not seen in traditional media. Categories of relationships and brand tactics are identified as outcomes of this analysis and linked to brand relationship building potential. Research limitations/implications The results suggest that branded communication strategies that food companies use in the online environment are creating conditions that appeal to young consumers, fostering new ways to build brand relationships. As this is a dynamic medium in a fluid state of change, this exploratory study identifies and categorises the marketing strategy, but not the young consumers’ response to such branding strategies (a limitation). Originality/value This study details the potential for child–brand relationship building in the context of online branding environments. It identifies the potential for longer-term effects of embedded advertising directly to young consumers, within and across three digital media platforms.

The role of consumer–brand identification in building brand relationships

The purpose of this paper is to investigate relationships between congruity of consumer and brand values, brand identification, brand commitment, and word of mouth. The results show that congruity of consumer and brand values tends to have positive influence on consumers' identification. Consumers who identify with a brand tend to commit stronger to a brand and generate positive word of mouth. The results show that consumers' identification fully mediates the impact of value congruity on brand commitment. However, brand commitment does not mediate the impact of consumers' identification on generating positive word of mouth.

Integrating relationship quality and consumer-brand identification in building brand relationships: proposition of a conceptual model

Integrating relationship quality and consumer-brand identification in building brand relationships: proposition of a conceptual model

Corporate blogs as e-CRM tools – Building consumer engagement through content management

Corporate Blogs are fast emerging as new organizational tools for marketing, building brand relationships and Customer Relationship Management. This study has been conducted to analyse the ability of an organization to use its Corporate Blog as an e-CRM tool. We attempt to study the impact of brand communication (content type and volume), hosted on an organizational blog, on its ability to induce consumer engagement. Organizations can build relationships with their prospective and current consumers through posts on a Corporate Blog, and encourage them to participate by commenting on the blog, thereby stimulating consumer engagement. The variation in the organizational objective behind hosting each post on the blog is used to categorize the content posted on the blog. An exploratory study enables us to deduce the importance of content typologies in building a relationship with the customer. We are able to identify three types of content typologies – Organizational, Promotional and Relational. We further observe that Relational content hosted by an organization is able to induce greater volumes of consumer engagement (measured in terms of number of consumer comments) than any other content typology. The analysis of dependency of consumer engagement on the volume of content posted by the organization indicates a positive correlation between number of posts and volume of comments.

Driving factors of brand relationships in China: an exploratory study

Purpose – The purpose of this paper is to explore key factors driving four types of brand relationships, which will explain the reasons why different relationships can form in theory and direct brand managers to build brand relationships in practice.Design/methodology/approach – A sample of 702 data was collected through four branch scales. The empirical methods of exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used in turn to extract the key factors driving every kind of brand relationships.Findings – The conclusion is that the established instrument relationships are driven by three factors which are: sociogroup pressure, condition restriction and saving the existing; the established emotion relationships are driven by four factors which are company reputation, approval of geography, approval of authority and word of mouth; the acquired instrument relationships are driven by three factors which are low price, brand homogeneity and attempt on new products: and the acquired ...

Building brand relationships online: A comparison of two interactive applications

Due to its potential for interactive communication, the Internet is considered a promising tool for relationship marketing. However, the effects of interactive communication on marketing effectiveness may depend on several factors related to each individual consumer, such as Internet experience. In this study, two of the most common applications for interactive communication—personalized Web sites and customer communities—were compared for their ability to develop consumer-brand relationships as measured by the Brand Relationship Quality (BRQ) framework of Fournier (1998). No main effects of the applications were observed. However, significant effects of Internet applications were found when Internet experience was included as a moderating variable. Specifically, it was found that personalized Web sites developed stronger consumer-brand relationships for respondents with extensive Internet experience than for respondents with limited Internet experience. Conversely, it was found that customer communities developed stronger relationships among respondents with limited Internet experience than among respondents with extensive Internet experience. Implications for marketing management and future research in this area are discussed.

Brand equity & advertising: advertising's role in building strong brands

Contents: Preface. D.A. Aaker, A.L. Biel, Brand Equity and Advertising: An Overview. Part I: A Global View on Building Brands. S. Owen, The Landor ImagePower Survey: A Global Assessment of Brand Strength. J. Moore, Building Brands Across Markets: Cultural Differences in Brand Relationships Within the European Community. H. Tanaka, Branding in Japan. Part II: The Brand Personality and Brand Equity. A.L. Biel, Converting Image Into Equity. R. Batra, D.R. Lehmann, D. Singh, The Brand Personality Component of Brand Goodwill: Some Antecedents and Consequences. N. Smothers, Can Products and Brands Have Charisma? M. Blackston, Beyond Brand Personality: Building Brand Relationships. G. McCracken, The Value of the Brand: An Anthropological Perspective. Part III: The Role of Advertising in Creating Brand Equity. A. Kirmani, V. Zeithaml, Advertising, Perceived Quality, and Brand Image. J. Lannon, Asking the Right Questions: What Do People Do with Advertising? B. Wansink, M.L. Ray, Expansion Advertising and Brand Equity. J.A. Edell, M.C. Moore, The Impact and Memorability of Ad-Induced Feelings: Implications for Brand Equity. H.S. Krishnan, D. Chakravarti, Varieties of Brand Memory Induced by Advertising: Determinants, Measures, and Relationships. Part IV: Perspectives on Brand Equity. J. McQueen, C. Foley, J. Deighton, Decomposing a Brand's Consumer Franchise into Buyer Types. C.P. Haugtvedt, C. Leavitt, W.L. Schneier, Cognitive Strength of Established Brands: Memory, Attitudinal, and Structural Approaches. P.H. Farquhar, P.M. Herr, The Dual Structure of Brand Associations. Part V: Perspectives on Brand Extensions. K. Nakamoto, D.J. MacInnis, H-S. Jung, Advertising Claims and Evidence as Bases for Brand Equity and Consumer Evaluations of Brand Extensions. D.M. Boush, Brands as Categories. E.M. Tauber, Fit and Leverage in Brand Extensions. Part VI: Case Studies and a Commentary. L. Winters, The Role of Corporate Advertising in Building a Brand: Chevron's Preconversion Campaign in Texas. D.A. Aaker, Are Brand Equity Investments Really Worthwhile? W.D. Wells, Brand Equities, Elephants and Birds: A Commentary.