Self-Esteem’s Moderation of Self-Congruity Effects on Brand Loyalty

Brannen, Jane; Frisby, Cynthia M.

doi:10.4236/tel.2017.76126

Cited by 4 publications

(3 citation statements)

References 28 publications

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“…The construct of retail patronage behavior is measured by scales from Osman (1993). The construct of self-congruity is measured by scales from Sirgy and Su (2000) and Brannen and Frisby (2017), while halal pricing is measured by scales from Hashim et al (2014). On the other hand, halal product quality and Islamic store atmosphere are assessed by measurements reported by Hashim et al (2014) and Fauzi et al (2016), while Islamic store image is measured with scales from Semeijnet al (2004).…”

Section: Figure 1 Research Modelmentioning

confidence: 99%

The role of self-congruity in the retail store patronage model: The case of Islamic retail stores in Indonesia and Malaysia

Aji¹,

Husin²,

Muafi³

2020

Journal of International Studies

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Retail industry contributes significantly to national economies. Currently, Islamic retail stores become another phenomenon in Indonesia and Malaysia. Previous studies investigated Muslim customers' preferences to patronage Islamic retail stores rather than conventional ones. Therefore, the purpose of this paper is twofold: to test and validate Islamic retail patronage behavior framework and to compare Islamic retail patronage among the customers between Indonesia and Malaysia. 302 retail customers in Indonesia and 308 retail customers in Malaysia were selected, the purposive sampling method was used. The hypotheses were tested by applying structural equation modeling. Out of ten hypotheses, eight were supported. A multi-group analysis of invariance was also performed on these two samples. The results reveal that there is no significant difference in Islamic retail patronage behavior among Indonesia and Malaysia consumers, thus suggesting that the measurement model may be robust across cultures and that the factor loading pattern and factor loadings appeared to be equivalent across the cultures examined. The results were further discussed

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Section: Figure 1 Research Modelmentioning

confidence: 99%

The role of self-congruity in the retail store patronage model: The case of Islamic retail stores in Indonesia and Malaysia

Aji¹,

Husin²,

Muafi³

2020

Journal of International Studies

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“…Most of our consideration to the investigation is an effort on speech acts that proposes that when saying "I am grateful to you," the grateful party (beneficiary) demonstrates his or her gratitude for an act completed by the appreciated party (benefactor); as such, gratitude demonstrates the grateful party's endorsement of the other party's competencies by identifying his or her contributions (Tesser et al, 1968;Searle, 1969). Such positive approval and acceptance from others increase consumers' self-esteem (Leary and Baumeister, 2000), and in turn elevate their loyalty (Brannen and Frisby, 2017). In addition, feelings of gratitude generate ingrained psychological pressure to return the favor (Ben-Ze'ev, 2000).…”

Section: Consumer Response To Empathetic Apology and Gratitudementioning

confidence: 99%

Expressing gratitude versus empathetic apology: which one is better to use as an initial recovery strategy after a service failure?

Ahmadi

Fakhimi²

2021

JCMARS

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PurposeThe main purpose of this work is to evaluate the different psychological impacts of two initial verbal recovery strategies (gratitude vs empathetic apology) on the consumers' loyalty after a service failure. The proposed theoretical model also appraises the mediating role of two emotional responses (consumer forgiveness, consumer anger) and consumer self-esteem and the moderating role of self-oriented perfectionism.Design/methodology/approachTwo studies (i.e. an experimental design and a field study) are considered for this investigation to assess the effectiveness of gratitude expression versus empathetic apology on post-recovery loyalty and test the effects of mediators and the moderator applied between the verbal recovery strategies and post-recovery loyalty.FindingsThe results of Study 1 revealed the supremacy of gratitude to empathetic apology in maintaining consumers' loyalty after service failure recovery. The better impact of gratitude expressed in increasing post-recovery loyalty is mediated through the elevation of consumers' forgiveness, the reduction of consumers' anger and consumers' self-esteem. The findings of Study 2 indicated that gratitude increases more post-recovery loyalty through individuals with a high level of self-oriented perfectionism.Research limitations/implicationsFuture research could examine other service failure situations, different types of service recovery, mediators or moderators, which contribute to the service marketing literature.Practical implicationsAfter a service failure, using gratitude expressions to consumers often makes them feel better and more valuable.Originality/valueThis work increases service providers' knowledge in using proper expressions after a service failure to help elevate consumers' positive reactions resulting in maintaining their loyalty.

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“…Penelitian tentang Luxury brand telah dilakukan oleh para Ilmuwan dalam beberapa Kategori misalnya : Pertama, Luxury brand di relasikan dengan Aspek Psikologis Konsumen , Nilai, dan kejiwaaan Konsumen antara lain (Amaral et al, 2013;Blankson, Kalafatis, Coffie, & Tsogas, 2014;Brannen & Frisby, 2017;Jeong & Jang, 2018;Khare, Mishra, & Parveen, 2012;Liu, Li, Mizerski, & Soh, 2012;Rajagopal, 2018;Rajat Roy andFazlul K. Rabbanee2013), 2010;Salem & Salem, 2018) Khare et.al (2012), Blankson et.al ( 2014 ) . Kedua, Lux brand dihubungkan dengan Lintas Budaya ( cross-culture ), budaya konsumen dilakukan oleh beberapa peneliti antara lain : (Farah & Fawaz, 2016;Perez, Castaño, & Quintanilla, 2010;Potavanich, 2015;Wu, Luo, Schroeder, & Borgerson, 2017).…”

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Kajian Literatur Sistematis: Luxury Brand

Khaeril¹

2021

KJSH

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Luxury brand as the trend is becoming Interesting Issue to discus by Scholars and Practice and knowing the Important for managerial to make decisions. The literature review was Implemented as a method is a literature review using publish or perish software for data mining and Vos Viewer for data analysis and visualization. The research findings show that there are 12 research clusters on luxury brands. The articles that became the main reference in research for the Lux brand in less than 2005-2020 were Michaut-Anne, Jean-Noel Kapferer, Valette-Florence, Pierre. Based on the research findings, we conclude that the luxury brand research gap is still wide open, especially in Indonesia. Mendikusikan dan mengeksplore trend terkiri penelitian tentang Luxury brand merupakan tujuan dari artikel ini. Penelitian ini merupakan literatur reviuew dengan menggunakan sofware publish or perish untuk penggalian data dan Vos Viewer untuk analisa dan Visualisasi data. Temuan penelitian menunjukkan adanya 12 Kluster penelitian tentang Luxury brand. Artikel yang menjadi rujukan utama dalam penelitian Luxury brand dalam kurang waktu 2005-2020 adalah Michaut- Anne, Jean –Noel Kapferer, Valette- florence, pierre. Berdasarkan temuan penelitian, kami menyimpulkan bahwa celah penelitian Luxury brand masih terbuka lebar terutama di Indonesia.

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Self-Esteem’s Moderation of Self-Congruity Effects on Brand Loyalty

Cited by 4 publications

References 28 publications

The role of self-congruity in the retail store patronage model: The case of Islamic retail stores in Indonesia and Malaysia

The role of self-congruity in the retail store patronage model: The case of Islamic retail stores in Indonesia and Malaysia

Expressing gratitude versus empathetic apology: which one is better to use as an initial recovery strategy after a service failure?

Kajian Literatur Sistematis: Luxury Brand

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