Browsing by Subject "Consumer-brand relationships"
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Item Consumer-brand relationships and effective management of social media(2010-05) Henry, Daniel D.; Choi, Sejung Marina; Sung, YongjunRelationship marketing is an important part of the development of brands. The following report conceives the role of relationship marketing and how brands can use social networks as a key for unlocking a relationship with their consumer. This report presents the managerial implications on relationship marketing, the importance of dialogue, and social media. This report is for marketers to understand the importance of initiating, developing and maintaining a relationship with consumers and translate the concepts so that brands can successfully apply them into social networks.Item The effects of brand relationship norms on consumer response to brand information and advertising(2011-12) Yeh, Yi-Hsin; Choi, Sejung Marina; Lee, Wei-Na; Eastin, Matthew S.; Sung, Yongjun; Whittaker, Tiffany A.This research investigates how communal and exchange brand relationship norms determine consumers’ tendencies in processing brand information in morality or competence terms, respectively. Study 1 tests the hypothesized relationships between relationship norms and morality/competence social cognition. The results show that exchange norm-oriented consumers evaluate a brand mainly based on its competence attributes, whereas communal norm-oriented individuals place additional focus on the brand’s moral conduct. As an extension of Study 1, Study 2 examines the effectiveness of morality-framed and competence-framed advertising messages in relation to the relationship norms salient at brand exposure. The findings reveal that exchange norm-oriented individuals demonstrate more favorable attitudes towards the competence-framed message, whereas communal norm-oriented individuals show more positive attitudes towards the morality-framed message. Finally, Study 3 investigates how the norms dominant in the relationships with a brand influence consumers’ attitude change in response to morality- and competence-based negative information on the brand. The results show that exchange norm-oriented individuals are more susceptible to immoral brand information, and communal norm-oriented individuals are equally affected by both types of negative brand information. This research suggests that the different emphasis on morality and competence information in communal and exchange brand relationships not only influences how consumers form their initial impressions of a brand and evaluations of advertisements but also how they interpret negative brand information as brand relationships unfold.Item The nature and effects of consumer identity fusion in consumer-brand relationships(2012-08) Lin, Jhih-Syuan; Sung, YongjunWhile existing literature describes strong brand relationships along several dimensions, this research sheds light on the identity perspective of brand relationships through the lens of consumer identity fusion, aiming to understand the extent to which consumers incorporate brands into their self-perceptions. Specifically, this research investigates the nature and effects of consumer identity fusion and its motivational consequences following brand transgressions. Study One examines whether consumer identity fusion out-predicts brand identification in estimating the tendency for consumers to endorse pro-relationship behavior with regard to minor or severe transgressions. The results show that highly fused consumers are more likely to undertake constructive coping strategies and are less likely to engage in destructive coping strategies than are weakly fused consumers. The fusion × perceived severity interaction effect is found only for the exit coping strategy. Study Two assesses how consumer identity fusion influences consumers’ responses to personal-related versus societal-related brand transgressions. The findings demonstrate that the effect of consumer identity fusion is stronger than that of brand identification across different behavioral outcomes; it has a greater effect on participants’ relationship-serving responses to personal-related transgressions than to societal-related brand transgressions. However, the fusion × brand transgression types interaction effect is found only for exit responses. Finally, Study Three incorporates an additional self-affirmation manipulation to determine the interplay of consumers’ personal and social identities, aiming to disentangle the source of the motivational machinery needed for consumers’ pro-relationship behaviors. The findings underscore that highly fused consumers in the affirmation condition are less likely to exit the brand relationship than those in the no affirmation condition when facing personal-related brand transgressions, even though self-affirmation should reduce the negative effect of brand transgressions. Nevertheless, the expected relationships are not found for consumers’ change in brand evaluation and other behavioral measures. The findings of this research together suggest that consumer identity fusion is applicable for understanding connections between consumers and the brand relationship partner in consumer-brand relationships. Implications of these findings and directions for refinement and future research are discussed.