Brand Love: Role of Online Customer Experience, Value Co-creation, and Relationship Quality
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Archivos
Fecha
2022
Profesor/a Guía
Facultad/escuela
Idioma
en
Título de la revista
ISSN de la revista
Título del volumen
Editor
Frontiers Media S.A.
Nombre de Curso
Licencia CC
Atribución/Reconocimiento 4.0 Internacional
CC BY 4.0
Deed
Licencia CC
https://creativecommons.org/licenses/by/4.0/deed.es
Resumen
Customer experience is a source of retailers’ long-term competitive advantage. This study has examined the relationship between online customer experience and brand love through the mechanism of relationship quality in the context of online shopping in Pakistan. The moderating effect of value co-creation on the relationship of online customer experience with relationship quality and brand love has also been examined. Data were collected from a purposive sampling of 189 online customers in an online survey. Results showed that online customer experience significantly impacts customer relationship quality, which leads to brand love. The relationship between online customer experience and relationship quality is found more robust at high levels of value co-creation. However, we observed a significant negative moderating effect of value co-creation on the direct relationship between online customer experience and brand love. It suggests that including customers in the value co-creation process and affording them a pleasurable online shopping experience may be an excellent way to enhance customer relationship quality and brand love. Theoretical and practical implications of these findings are discussed. Copyright © 2022 Mustafa, Ahmad, Qaisar, Zada, Jamil, Anwer, Khawaja, Vega-Muñoz, Contreras-Barraza, Hamid and Mariam.
Notas
Indexación: Scopus.
Palabras clave
Mustafa, Khurram, Ahmad, Farooq, Qaisar, Muhammad Nawaz, Zada, Shagufta, Jamil, Saqib, Anwer, Naveed, Khawaja, Kausar Fiaz, Vega-Muñoz, Alejandro, Contreras-Barraza, Nicolás, Hamid, Syed Ali Raza, Mariam, Shahida
Citación
Frontiers in Psychology, Volume 13, 2022 Article number 897933
DOI
10.3389/fpsyg.2022.897933