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Consumer brand engagement, satisfaction and brand loyalty: a comparative study between functional and emotional brand relationships

Teresa Fernandes (Faculty of Economics, University of Porto, Porto, Portugal)
Mariana Moreira (Faculty of Economics, University of Porto, Porto, Portugal)

Journal of Product & Brand Management

ISSN: 1061-0421

Article publication date: 28 February 2019

Issue publication date: 20 March 2019

10531

Abstract

Purpose

The purpose of this study is to understand differences in consumer brand engagement (CBE) according to the functional or emotional nature of consumer–brand relationships and its direct and/or indirect impact on brand loyalty (BL). Additionally, the study aims to compare CBE and Satisfaction as predictors of BL, considering the two types of consumer–brand relationships.

Design/methodology/approach

A cross-sectional survey was applied to two independent samples. Respondents of one of the samples were asked to recall a brand with which they had a functional relationship, while the other respondents were asked to consider a brand with which they had an emotional relationship. To test research hypotheses, a causal model using SEM was developed.

Findings

Results validate CBE as a three-dimensional construct, stronger for emotional than functional brand relationships and show its significant direct and indirect impact on BL. Through a comparative analysis, findings also prove that the effects of CBE on BL, directly or indirectly through Satisfaction, are stronger for emotional relationships, while Satisfaction is a stronger direct predictor of BL for functional brand relationships.

Originality/value

Addressing calls to focus on the impact of specific brand types on engagement, this study allows a better understanding of the moderating role of functional and emotional relationships on CBE. This study further adds to the existing body of knowledge by establishing the mediating role of Satisfaction and comparing the contribution of CBE and Satisfaction to BL according to the nature of consumer–brand relationships. Overall, our findings enhance knowledge on how consumers engage with and become loyal to brands, offering important implications for brand managers.

Keywords

Acknowledgements

The authors would like to thank all three anonymous reviewers and the guest editors for their (in)valuable feedback throughout the review process. Further, the authors express their gratitude to the attendees at the CBR conference for their insightful comments during the developmental stages of this article.

Citation

Fernandes, T. and Moreira, M. (2019), "Consumer brand engagement, satisfaction and brand loyalty: a comparative study between functional and emotional brand relationships", Journal of Product & Brand Management, Vol. 28 No. 2, pp. 274-286. https://doi.org/10.1108/JPBM-08-2017-1545

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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