Drivers of brand loyalty in the chain coffee shop industry

Han, Heesup; Nguyen, Hong‐Ngan; Song, Haiyan; Chua, Bee‐Lia; Lee, Sanghyeop; Kim, Wansoo

doi:10.1016/j.ijhm.2017.12.011

Cited by 102 publications

(102 citation statements)

References 94 publications

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“…The interest of scholars about customer loyalty started from 2000 and it is still growing in the scientific community. By analyzing the contributions in this research area, it emerges that the interest of scholars is focused on the analysis of the attitudinal and behavioral dimensions of customer loyalty (Oliver 2014), its antecedents and consequences (Kim et al 2018c), the evolution of the concept after social changes and ITCs advancements (Yoshida et al 2018), and on the different strategies that are implemented by companies for its enhancement (Han et al 2018).…”

Section: Towards a Better Understanding Of Customer Loyaltymentioning

confidence: 99%

“…Satisfaction enhances commitment because satisfied customers are more favorable to continue the relationship (Ranaweera and Menon 2013;Jeong and Oh 2017), enjoying benefits like reduced search cost and lower perceived risks (Hess and Story 2005). Relationship commitment is defined as the development of a relationship based on cooperative sentiments, strong preference for existing partners, and propensity for relation continuity (Han et al 2018).…”

Section: Towards a Better Understanding Of Customer Loyaltymentioning

confidence: 99%

“…Several works show that customer satisfaction improves brand loyalty (Gronholdt et al 2000;Lee et al 2009;Nam et al 2011;Sahin et al 2011). According to Han et al (2018), the correlation between satisfaction and brand loyalty is mediated by the relationship commitment. Committed customers feel an emotional attachment towards a brand and they have behaviors like repurchasing, positive recommendations, and disinterest towards competitors' offerings ; all of these dimensions can be related to the behavioral brand loyalty (Saleem and Raja 2014).…”

Section: Customer Loyalty and Brand Managementmentioning

confidence: 99%

“…Brand loyalty (Yi and Jeon 2003;Nam et al 2011;Han et al 2018) Brand engagement (Mollen and Wilson 2010;Vivek et al 2012;Hollebeek et al 2014) Brand community (Jang et al 2008;McAlexander et al 2002;Muniz and O'guinn 2001) Brand commitment (Park et al 2007;Jang et al 2008;Kim et al 2008a) Brand equity (Torres and Tribó 2011;Hsu et al 2012;Manthiou et al 2014) Brand image (Cretu and Brodie 2007;Han et al 2008; Kladou and Kehagias 2014) Brand experience (Huang 2017;Iglesias et al 2011;Sahin et al 2011)…”

Section: Variables and Dimensions Affecting Customer Loyalty Most Relmentioning

confidence: 99%

“…Brand acquires great importance in improving customer loyalty through the effective management of the brand awareness and brand image (Han et al 2008). The emotional attachment towards a brand creates affective commitment that encourages consumers to constantly rely on a specific brand's offering (Gustafsson et al 2005;Lee et al 2007), repurchase the same brand, spread good words, and not visit competitor's stores (Han et al 2018). These behaviors ultimately result in customer loyalty Fullerton 2005;Iglesias et al 2011;Mattila 2001).…”

Section: Introductionmentioning

confidence: 99%

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A Systematic Mapping Study on Customer Loyalty and Brand Management

Tartaglione

Cavacece

Russo

et al. 2019

Administrative Sciences

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Customer loyalty is a topic of great interest for marketing scholars due to its importance in gaining sustainable competitive advantages and financial outcomes. Literature is prolific of works regarding customer loyalty and brand management. In order to improve the quantity and quality of research publications, research themes mapping of published studies is required. The aim of this paper is to provide scholars with a systematization and mapping of the contributions on this topic to develop an effective research road map for future research. A bibliometric analysis and a mapping study have been conducted on 337 publications on customer loyalty and brand management from 2000 to 2018. The results present the most cited works on the topic, an evaluation map showing the most frequent and cited words and six clusters of words based on their co-occurrence. From the analysis of the clusters, the most relevant research findings, trends, and issues emerge, suggesting interesting theoretical and practical implications.

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Section: Towards a Better Understanding Of Customer Loyaltymentioning

confidence: 99%

Section: Towards a Better Understanding Of Customer Loyaltymentioning

confidence: 99%

Section: Customer Loyalty and Brand Managementmentioning

confidence: 99%

Section: Variables and Dimensions Affecting Customer Loyalty Most Relmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

A Systematic Mapping Study on Customer Loyalty and Brand Management

Tartaglione

Cavacece

Russo

et al. 2019

Administrative Sciences

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The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

Wu,

Amoasi

2023

Corp Soc Responsibility Env

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In recent years, the concept of corporate social responsibility (CSR) has gained significant attention. Companies now utilize CSR to strengthen their relationships with stakeholders and gain a competitive advantage. While CSR is more widely embraced in developed countries, developing markets like Ghana often overlook its potential benefits. This study examines the direct impact of CSR elements on brand sustainability. Additionally, it explores the moderating role of absorptive capacity in the relationship between brand sustainability and CSR. Data was collected from three hundred and fifty (350) questionnaires distributed to employees of Ghana's three most widely used telecommunications networks. The measurement model and hypothesis testing were evaluated using structured equation modeling PLS. The research findings indicate that CSR initiatives have positive and significant effects on the sustainability of social, environmental, and brand systems. Specifically, the economic dimension exhibited a negative correlation with brand sustainability in the MTN network, while the social dimension showed a positive relationship with each telecommunications network separately. The study concludes that absorptive capacity positively influences brand sustainability across all networks. Furthermore, the findings suggest that absorptive capacity beneficially modifies the environmental component of CSR and brand sustainability. Based on the study, it is recommended that service managers make concerted efforts to enhance customers' perception of the company's social concerns through various CSR initiatives.

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The Analysis of Visual Appearance of Coffee Product Packaging on the Purchase Decisions and Brand Image Competition

Basmantra,

Putra

2024

Lecture Notes in Networks and Systems

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Drivers of brand loyalty in the chain coffee shop industry

Cited by 102 publications

References 94 publications

A Systematic Mapping Study on Customer Loyalty and Brand Management

A Systematic Mapping Study on Customer Loyalty and Brand Management

The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

The Analysis of Visual Appearance of Coffee Product Packaging on the Purchase Decisions and Brand Image Competition

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