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Article
Publication date: 10 November 2020

Mbaye Fall Diallo, Jean-Louis Moulins and Elyette Roux

Despite the numerous works on multifaceted relationships between customers and brands, such relationships remain complex and poorly understood in retailing. This research…

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Abstract

Purpose

Despite the numerous works on multifaceted relationships between customers and brands, such relationships remain complex and poorly understood in retailing. This research analyses the direct effects of brand images (hedonic, symbolic and functional) on three specific relationship variables (brand trust, brand attachment and brand social identification). It also investigates their indirect effects on three types of loyalty (cognitive, affective and normative) in retailing.

Design/methodology/approach

This paper is based on quantitative research involving 417 respondents. It uses structural equation models to test relevant research hypotheses.

Findings

The results show that hedonic brand image affects brand attachment, while functional brand image influences brand trust. Symbolic brand image has similar effects on the three relationship variables (attachment, trust, identification). Moreover, the relationships between brand image dimensions and brand loyalty types are positively mediated by attachment, trust and brand identification. Therefore, the authors highlight a more complex process in customer–brand relationships than previously thought.

Research limitations/implications

This article focusses on the cosmetic retail sector. It would be interesting to empirically test/extend the model in other industries/sectors. Future studies could also include brand attitude in their research model.

Practical implications

To strengthen affective loyalty, retail managers should focus on both hedonic image and brand attachment (e.g. emphasise the brand personality traits that refer to both affect and hedonism). To develop normative loyalty, they should improve symbolic brand image and facilitate customer brand identification.

Originality/value

This research provides a new three-dimensional model of customer relationships with brands to account for the dynamic nature of customer loyalty in retailing. It shows how three dimensions of brand image (hedonic, functional and symbolic) affect three types of loyalty (affective, cognitive and normative) through the mediation of three specific relationship variables (brand attachment, brand trust and brand identification).

Details

International Journal of Retail & Distribution Management, vol. 49 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

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Article
Publication date: 7 March 2016

Phillipe Naszalyi and Arnaud Slama-Royer

The purpose of this paper is to analyze the structural problems emerging in the course of managing and safeguarding a French association for home care to a thousand…

Abstract

Purpose

The purpose of this paper is to analyze the structural problems emerging in the course of managing and safeguarding a French association for home care to a thousand elderly or disabled people between 2007 and 2012, employing 150

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190 people and on the verge of bankruptcy. In France, small local businesses not only compete with major capital outlets in this sector but also with associations of varying size and origin. Free market rules apply, under the legislation of 2003, to what is, in part, “competition free”, being “in the public interest” and within the framework of local and national public funding.

Design/methodology/approach

This paper analyses those pragmatic solutions put in place to meet the aim of shared governance and in the context of a generalized financial crisis.

Findings

Borrowing from cooperatives and associations, the non-profit-based management structure the authors arrived at, including worker participation in the decision-making processes, raises questions for researchers as to the advisability of any short-term models and the validity of present social and supportive economic models.

Originality/value

The hybrid management of this paper is offered as a working model in what the authors have termed an “adhocracy of stakeholders”.

Details

Journal of Accounting & Organizational Change, vol. 12 no. 1
Type: Research Article
ISSN: 1832-5912

Keywords

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