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Brand evaluation, satisfaction and trust as predictors of brand loyalty: the mediator-moderator effect of brand relationships

Cleopatra Veloutsou (Adam Smith Business School, University of Glasgow, Glasgow, United Kingdom)

Journal of Consumer Marketing

ISSN: 0736-3761

Publication date: 14 September 2015

Abstract

Purpose

This paper aims to examine whether the strength of positive brand relationship can either mediate between trust, satisfaction, attitude towards the brand and loyalty or moderate the link between these variables. Existing research has established that trust, satisfaction and the attitude towards the brand contribute to the development of brand loyalty. However, recently, there is a growing stream of research indicating that the brands are not only facilitating transaction but companies can also use them to develop and maintain links with their customers. The exploration of the role of brands in the development of bonds with the customers is still very limited.

Design/methodology/approach

Data were collected from 189 women who are using lipstick in Glasgow, Scotland. Respondents were asked to answer a questionnaire keeping in mind their preferred brand.

Findings

The findings revealed that the strength of the consumer brand relationship is a very strong predictor of brand loyalty. They also suggested that brand relationship does not moderate the relationship between brand trust, satisfaction and brand loyalty, but it mediates the link amongst these constructs.

Research limitations/implications

One product category was examined. The data were collected from females in a big city with non-probabilistic sampling. Most of the respondents were younger consumers, who may have different behavior compared to older consumers.

Practical implications

Managers are constantly looking for ways to increase brand loyalty. They need to appreciate the importance of consumer engagement with their brand through positive brand relationships. Therefore, they need to try to develop brand identities and project brand images that will make the brands look as appealing to the consumers as relationship partners.

Originality/value

This paper supports the view that brands are not only facilitating transactions but can also develop and maintain links with their customers, especially engaged customers, and the exploration of these bonds is still limited. This paper is adding to the literature on brand engagement and brand relationships from a quantitative perspective and is contributing to theory building, as there is no clear theoretical view on whether the brand relationship has a direct effect, i.e. either mediates or moderates the link between these variables.

Keywords

Citation

Veloutsou, C. (2015), "Brand evaluation, satisfaction and trust as predictors of brand loyalty: the mediator-moderator effect of brand relationships", Journal of Consumer Marketing, Vol. 32 No. 6, pp. 405-421. https://doi.org/10.1108/JCM-02-2014-0878

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited