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Hate towards brands of educational institutions: she hates for ideology, and he hates for previous experiences

Arquimedes Martins Gois (IFMG, Ouro Preto, Brazil)
Luiz Rodrigo Cunha Moura (Fumec University, Belo Horizonte, Brazil)
Cid Gonçalves Filho (Fumec University, Belo Horizonte, Brazil)
Flavia Braga Chinelato (CENTRUM Catolica Graduate Business School, Lima, Peru) (Pontificia Universidad Catolica del Peru, Lima, Peru)

Journal of Applied Research in Higher Education

ISSN: 2050-7003

Article publication date: 25 March 2022

Issue publication date: 28 February 2023

276

Abstract

Purpose

Despite the growing competition between higher education institutions and the empirical evidence that the brand is a relevant determinant of consumer preference, research studies on negative consumer–brand relationships (CBRs) are still scarce. Thus, this research intends to fill this gap, determining the antecedents of brand hate in educational institutions and identifying gender differences regarding the determinants of brand hate.

Design/methodology/approach

A survey was carried out with 450 current students from higher education institutions. The proposed model was tested using partial least squares structural equation modeling (PLS-SEM) in SmartPLS3.

Findings

According to the results, previous negative experiences are the most significant driver of brand hate, with higher emphasis on male students. In this sense, investment in customer experience management (CXM) consists of a relevant strategy for higher education institutions. It was also observed that female students develop hate for ideological incongruity (ethical/moral behavior) and symbolic incongruence (lack of brand identity), revealing unprecedented facets of the phenomenon.

Originality/value

This research extends the studies’ negative CBRs to educational institutions. It explores gender differences related to brand hate; a topic not explored before, but that enables a targeted approach of brand strategies. Finally, it provides managerial implications allowing the strategy to reduce negative CBRs and their consequences in educational institutions.

Keywords

Citation

Gois, A.M., Moura, L.R.C., Gonçalves Filho, C. and Chinelato, F.B. (2023), "Hate towards brands of educational institutions: she hates for ideology, and he hates for previous experiences", Journal of Applied Research in Higher Education, Vol. 15 No. 2, pp. 303-323. https://doi.org/10.1108/JARHE-04-2021-0158

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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