Brand community, loyalty and promise in myfootballclub.co.uk
Abstract
Purpose
The purpose of this paper is to link the notions of brand community, loyalty and promise as a reminder to marketers of the importance to brands of keeping their commercial promises to brand community members.
Design/methodology/approach
The paper reports on a questionnaire survey (n=500) of members of a sport brand community as part of an investigation into the relationship between brand community and brand loyalty.
Findings
Brand loyalty was predicted by age, frequency of attendance, motivations for joining the brand community and the degree to which expectations built by the brand promise are met.
Research limitations/implications
In common with many inquiries in the area of brand community, this is a single case study. It is primarily a cross-sectional study, with a minor longitudinal element.
Practical implications
Branding practitioners and consultants with responsibility for brand community management issues need to balance the consumer-to-consumer dimensions of community with a careful understanding and operationalisation of the brand promise.
Originality/value
This is the first paper to integrate the constructs of brand community and brand loyalty with that of brand promise.
Keywords
Citation
Guimaraes, G., Stride, C. and O'Reilly, D. (2016), "Brand community, loyalty and promise in myfootballclub.co.uk", Sport, Business and Management, Vol. 6 No. 2, pp. 137-157. https://doi.org/10.1108/SBM-09-2012-0039
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited