Social Identity and the Service-Profit Chain

Abstract

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Customer–company identification and the effectiveness of loyalty programs

“…Customer-company identification (CCID) is an affective and sociological foundation for developing enduring customer-company relationships and customer loyalty (Bagozzi, Bergami, Marzocchi, & Morandin, 2012;Homburg, Wieseke, & Hoyer, 2009). As external stakeholders, customers build attachments and identify with companies through multiple interactions (Hughes & Ahearne, 2010;Lam, Ahearne, Hu, & Schillewaert, 2010).…”

Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

“…Researchers like Armistead and Kiely, (2003); Gelade and Young, (2005);Homburg (2009);Yee, Yeung, and Cheng, (2011);Williams and Naumann, (2011);; Kanyurhi (2013) tested S-PC's links in different industries, at different locations and found close association among SPC's variables. Therefore, based on results and comparison of regression results (R 2 and ANOVA) of three tiers, it is found that the values of R 2 for the entire variables are positive and significant, which shows that the results are in line with assumptions.…”

Identification and stereotypes as determinants of brand extension potential

“…Bergami and Bagozzi (2000) follow this argumentation and define the identification with an organization "as a form of social identification whereby a person comes to view him-or herself as a member of a particular social entity, the organization" (Bergami/Bagozzi, 2000, p. 557). This definition encloses both the identification of an employee or member with its organization, as well as the identification of consumers with a company (Homburg et al, 2009). The identification of the customer with a company is referred to as customer-company identification (CCI).…”