Measuring Customer Intrinsic Value, Brand Trust and Consumer-Brand Relationship in the Life Insurance Industry: Scale Development and Validation

Shamil, Mohamed M.; Yatigammana, M. R. K. N.

doi:10.4038/sljmuok.v7i1.54

Cited by 2 publications

(1 citation statement)

References 33 publications

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“…The design of the questionnaire was informed by known instruments and prior research on customer brand trust, as well as the variables that were uncovered. The development of the questionnaire was strengthened by previous studies that investigate the reliability, validity, and cross-context applicability of brand trust scales, thereby increasing the theoretical foundation of the research [47][48][49][50][51][52][53][54][55][56] as shown in figure 1, and variables as attached in supplement 1.…”

Section: Questionnairementioning

confidence: 99%

Brand Trust in The Mongolian Cashmere Industry: Mixed Method Analysis

Batsukh,

Chen

2024

Preprint

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Brand trust holds significant importance in the Mongolian cashmere industry. This study examines the primary predictors of customer brand trust among Mongolian cashmere users. Our research includes a survey with 800 participants and 20 individual interviews conducted among both Mongolian cashmere users and non-users. We utilized an online platform to reach participants, employing convenience sampling. The study investigates the relationship between various factors and brand trust within the context of Mongolian cashmere brands. Through a combination of in-dividual interviews and statistical analysis, we test six hypotheses. The findings indicate that higher brand quality, a strong reputation, greater transparency, effective issue resolution, commitment to environmental and social responsibility, and pre-purchase research on such commitments positively impact brand trust. Key insights gleaned from the interviews emphasize the importance of quality, reputation, transparency, customer service, and environmental responsibility in shaping consumer trust. These results offer valuable implications for cashmere brands aiming to bolster consumer trust and foster loyalty.

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Section: Questionnairementioning

confidence: 99%

Brand Trust in The Mongolian Cashmere Industry: Mixed Method Analysis

Batsukh,

Chen

2024

Preprint

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Interpersonal Emotion Regulation: Consequences for Brands in Customer Service Interactions

Reeck

Onuklu

2022

Front. Psychol.

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This research demonstrates that interpersonal emotion regulation—attempts to manage others’ feelings—influences consumer perceptions during sales and service interactions impacting brand trust and loyalty. Building on previous research linking interpersonal emotion regulation to improved outcomes between people, across five experiments, we demonstrate that antecedent-focused interpersonal emotion regulation strategies result in enhanced brand loyalty and brand trust compared to response-focused interpersonal emotion regulation strategies. Analysis of mediation models reveals this effect is explained by changes in the consumer’s emotions, which in turn influence evaluations of the service interaction and subsequently impacts brand outcomes. We identify reactance as a moderator of this effect, such that customers with low (high) reactance to interpersonal regulation attempts exhibit more (less) favorable brand trust and loyalty evaluations. Further, we demonstrate that the visibility of interpersonal emotion regulation represents an important boundary condition. These findings support the process model of interpersonal emotion regulation and generate important insights for both theory and practice.

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Measuring Customer Intrinsic Value, Brand Trust and Consumer-Brand Relationship in the Life Insurance Industry: Scale Development and Validation

Cited by 2 publications

References 33 publications

Brand Trust in The Mongolian Cashmere Industry: Mixed Method Analysis

Brand Trust in The Mongolian Cashmere Industry: Mixed Method Analysis

Interpersonal Emotion Regulation: Consequences for Brands in Customer Service Interactions

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