A higher-order model of consumer brand engagement and its impact on loyalty intentions. (May 2015)

• Record Type: Journal Article
• Authors: Dwivedi, Abhishek
• Is Part Of: Journal of retailing and consumer services. Volume 24(2015)
• Page Start: 100
• Page End: 109
• Publication Date: 2015-05
• Subjects: Consumer brand engagement -- Vigor -- Dedication -- Absorption -- Loyalty; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2015.02.007
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Consumer brand engagement is increasingly gaining popularity among practitioners and academics as a prominent consumer-brand relationship construct. The emergent literature on consumer brand engagement, largely conceptual, offers various definitions of the construct, though without much consensus. We offer a novel higher-order model of consumer brand engagement that we derive from organizational psychology. We adapt the concept of employee engagement and examine its factorial validity in a consumer-brand relationship context, defining consumer brand engagement as consumers' positive, fulfilling, brand-use-related state of mind that is characterized by vigor, dedication and absorption. We develop and empirically test a three-dimensional model of brand engagement, outlining relevant antecedents and outcomes. More importantly, we assess the managerial utility of consumer brand engagement by examining its impact on consumer loyalty intentions. We additionally compare the explanatory capability of brand engagement relative to traditional consumer judgments of value, quality and satisfaction. A survey of 408 mobile phone consumers from India provided data for empirical testing. The results support the three-dimensional factor structure of consumer brand engagement. Brand engagement not only exerts a significant impact on loyalty intentions, but also explains significantly more variation in the outcome in addition to the variation explained jointly by value, quality and satisfaction. Theoretically, we offer a holistic multi-dimensional measure of consumer brand engagement, and examine key nomological relationships. Managerially, we demonstrate the explanatory capability of brand engagement in explaining consumer loyalty intentions, offering a useful tool in the relationship-building repertoire of managers. Highlights: We offer a novel measure of brand engagement derived from organizational psychology. The three dimensions of brand engagement are vigor, dedication and absorption. A model is developed outlining antecedents and consequences of brand engagement. The new measure is empirically validated in a consumer-brand relationship context. The new measure has predictive power in generating consumer loyalty intentions.