Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity
Purpose - On the basis of the social identity and congruity theories, the present research aims to propose that value congruity directly affects customer–brand identification (CBI), affective brand commitment and customer–brand engagement (CBE), which, in turn, paves the way for advancing consumer r...
Main Authors: | , , |
---|---|
Format: | Article |
Language: | English |
Published: |
Emerald Publishing
2018-12-01
|
Series: | Spanish Journal of Marketing-ESIC |
Subjects: | |
Online Access: | https://www.emeraldinsight.com/doi/pdfplus/10.1108/SJME-06-2018-0030 |
id |
doaj-1eb8ef5ddede4c8a9cfeec10aa6c584c |
---|---|
record_format |
Article |
spelling |
doaj-1eb8ef5ddede4c8a9cfeec10aa6c584c2020-11-25T00:59:38ZengEmerald PublishingSpanish Journal of Marketing-ESIC2444-97092018-12-0122331933710.1108/SJME-06-2018-0030Promoting customer brand engagement and brand loyalty through customer brand identification and value congruityRaouf Ahmad Rather0Shehnaz Tehseen1Shakir Hussain Parrey2The Business School, University of Jammu, Jammu, IndiaSunway University, Bandar Sunway, MalaysiaUniversity of Kashmir, Srinagar, IndiaPurpose - On the basis of the social identity and congruity theories, the present research aims to propose that value congruity directly affects customer–brand identification (CBI), affective brand commitment and customer–brand engagement (CBE), which, in turn, paves the way for advancing consumer relationships with hospitality brands, as measured through brand loyalty. As such, this study serves to enhance existing insight into customer relationship management dynamics, with a particular focus on hospitality brands. Design/methodology/approach - The present study develops a theoretical framework that is empirically investigated by using confirmatory factor analysis and structural equation modelling analyses. Data were collected by using a self-administered questionnaire of 340 customers of four- and five-star hotel brands in India. Findings - The results suggest value congruity as an important driver of CBI, affective commitment and CBE within hospitality brands. The results also reveal CBI to act as a significant predictor of affective commitment, CBE and brand loyalty. Furthermore, affective commitment and CBE are the significant drivers of loyalty to hospitality brands. Research limitations/implications - The research is exploratory in nature and is restricted to four- and five-star hotel customers, thereby reflecting important limitations of this study. Given these issues, ample opportunities exist for further research to further explore and/or validate the reported findings. Practical implications - The current research provides new insights for marketing practitioners planning or implementing long-term customer relationship management strategies that centre on customer–brand identification, customer–brand engagement and brand loyalty. Originality/value - Despite existing insights, empirical investigation into the proposed conceptual relationships remains limited to date, particularly in the hospitality industry. By offering empirical evidence in this area, this study adds to the extant body of knowledge on CBI/CBE-centric customer relationship management.https://www.emeraldinsight.com/doi/pdfplus/10.1108/SJME-06-2018-0030Brand loyaltyCustomer brand engagementAffective brand commitmentCustomer brand identificationHospitality brandsValue congruity |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Raouf Ahmad Rather Shehnaz Tehseen Shakir Hussain Parrey |
spellingShingle |
Raouf Ahmad Rather Shehnaz Tehseen Shakir Hussain Parrey Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity Spanish Journal of Marketing-ESIC Brand loyalty Customer brand engagement Affective brand commitment Customer brand identification Hospitality brands Value congruity |
author_facet |
Raouf Ahmad Rather Shehnaz Tehseen Shakir Hussain Parrey |
author_sort |
Raouf Ahmad Rather |
title |
Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
title_short |
Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
title_full |
Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
title_fullStr |
Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
title_full_unstemmed |
Promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
title_sort |
promoting customer brand engagement and brand loyalty through customer brand identification and value congruity |
publisher |
Emerald Publishing |
series |
Spanish Journal of Marketing-ESIC |
issn |
2444-9709 |
publishDate |
2018-12-01 |
description |
Purpose - On the basis of the social identity and congruity theories, the present research aims to propose that value congruity directly affects customer–brand identification (CBI), affective brand commitment and customer–brand engagement (CBE), which, in turn, paves the way for advancing consumer relationships with hospitality brands, as measured through brand loyalty. As such, this study serves to enhance existing insight into customer relationship management dynamics, with a particular focus on hospitality brands. Design/methodology/approach - The present study develops a theoretical framework that is empirically investigated by using confirmatory factor analysis and structural equation modelling analyses. Data were collected by using a self-administered questionnaire of 340 customers of four- and five-star hotel brands in India. Findings - The results suggest value congruity as an important driver of CBI, affective commitment and CBE within hospitality brands. The results also reveal CBI to act as a significant predictor of affective commitment, CBE and brand loyalty. Furthermore, affective commitment and CBE are the significant drivers of loyalty to hospitality brands. Research limitations/implications - The research is exploratory in nature and is restricted to four- and five-star hotel customers, thereby reflecting important limitations of this study. Given these issues, ample opportunities exist for further research to further explore and/or validate the reported findings. Practical implications - The current research provides new insights for marketing practitioners planning or implementing long-term customer relationship management strategies that centre on customer–brand identification, customer–brand engagement and brand loyalty. Originality/value - Despite existing insights, empirical investigation into the proposed conceptual relationships remains limited to date, particularly in the hospitality industry. By offering empirical evidence in this area, this study adds to the extant body of knowledge on CBI/CBE-centric customer relationship management. |
topic |
Brand loyalty Customer brand engagement Affective brand commitment Customer brand identification Hospitality brands Value congruity |
url |
https://www.emeraldinsight.com/doi/pdfplus/10.1108/SJME-06-2018-0030 |
work_keys_str_mv |
AT raoufahmadrather promotingcustomerbrandengagementandbrandloyaltythroughcustomerbrandidentificationandvaluecongruity AT shehnaztehseen promotingcustomerbrandengagementandbrandloyaltythroughcustomerbrandidentificationandvaluecongruity AT shakirhussainparrey promotingcustomerbrandengagementandbrandloyaltythroughcustomerbrandidentificationandvaluecongruity |
_version_ |
1725217216689864704 |