Impact of Relationship Marketing Variables on Brand Resonance: Mediating Role of Brand Attitude
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Relationship Marketing System and Its Impact on Customer Buying Behavior Shahram Gilaninia1; Behzad Gholami Ghashlagh 2
J. Basic. Appl. Sci. Res., 2(3)2473-2480, 2012 ISSN 2090-4304 Journal of Basic and Applied © 2012, TextRoad Publication Scientific Research www.textroad.com Relationship Marketing System and Its Impact on Customer Buying Behavior Shahram Gilaninia1; Behzad Gholami Ghashlagh 2 1Associate professor, Department of Industrial Management, Rasht Branch, Islamic Azad University, Rasht, Iran 2M.A. Student of Business Management, Rasht Branch, Islamic Azad University, Rasht, Iran ABSTRACT The purpose of this study is impact relationship marketing on customer buying behavior. Statistical society of this study was included all customers of Audio and Video Stop in the city of Ardabil in 1390 that was selected 378 to accessible sampling. For data analysis in the study have used from Lisrel software and statistical techniques of structural equations modeling (SEM). The results show that there is significant relationship between relationship Marketing system and Retention Orientation of the Retailer from audio and video Shops. There is significant relationship between relationship Satisfaction, personalization of shop, Rewarding of shop, shop Communications with Retention Orientation of the Retailer but there isn’t significant relationship between preferential treatments of shop and Retention Orientation of the Retailer. Also there is significant relationship between trusts to shop with relationship Satisfaction and Relationship Commitment. KEYWORDS: Buying Behavior, Relationship Marketing, Loyalty, Customer. 1- INTRODUCTION The art of classic theory was focused on attract new customers and more emphasis on transactions instead of create relationships with others, in today's competitive world with intensified competition between companies in finding customers for their products and service and increased customer power, companies should not only be looking to attract new customers, but also should be considered conservation and maintaining of previous customers and strong establishing relations with them. -
The Effect of Relationship Marketing on Brand Equity in Banking Industry Via Structural Equations Approach (Case Study: Shahr Bank)
Journal of Multidisciplinary Engineering Science and Technology (JMEST) ISSN: 2458-9403 Vol. 4 Issue 10, October - 2017 The Effect Of Relationship Marketing On Brand Equity In Banking Industry Via Structural Equations Approach (Case Study: Shahr Bank) Mohammad Mojahedipour Kia Parsa* MSc Student, Department of Industrial Engineering, Assistant Professor, Department of Industrial North Tehran Branch, Islamic Azad University, Engineering, North Tehran Branch, Islamic Azad Tehran, Iran University, Tehran, Iran [email protected] Abstract— In today's competitive environment, customer could have done throughout his life. creating loyalty in the customer is one of the most Therefore, companies should always watch and important tasks of a business. Over the past few monitor the interaction between themselves and their years’ relationship marketing have forced customers and by providing the right understanding of managers to look for more creative ways to create the needs and values of the customers, they provide a mutually beneficial relationship with customers. valuable goods and services to them. So by getting Today bank managers to avoid the tendency of their satisfaction create loyalty in them and thus customers toward competitors, should seek to prevent them from shifting to other companies. In this understand their desires so that they can regard, relationship marketing is one of the most establish long-term relationships with them. successful approaches. Relationship marketing is a Relationship marketing as a new approach to concept that emerged as a paradigm shift in trading research and practice has proven to be one of the marketing and despite the great role that can play in most successful approaches to realizing this the success of the firms not much attention has been issue. -
Brand Loyalty Reloaded
RED P APER BR AND LOYALT Y RELOADED 2015 KEVIN ROBERTS EXECUTIVE CHAIRMAN ABSTRACT This is a “red” rather than “white” paper because Saatchi & Saatchi operates from the edges, zigs when others zag. Red is the color of passion, hope and optimism. Red is the color of spirit, the root word of inspiration. This paper is a discursive view of brand loyalty as it applies to the marketing imperatives of 2015. For a CEO, brand loyalty is the ultimate business deliverer, a f low state, but the hardest to achieve; more alchemy than science. Beyond Reason. This paper surveys recent literature about loyalty framed by our Lovemarks philosophy regarding the future beyond brands, but more particularly, it proposes that mastering the emotional dimensions of marketing is by far the most important requisite of an enterprising life in business. AUTHOR Kevin Roberts is New York-based Executive Chairman of Saatchi & Saatchi and Head Coach of Publicis Groupe, the world’s third largest communications group. Saatchi & Saatchi is one of the world’s leading creative organizations with 6500 people and 130 offices in 70 countries and works with six of the top 10 and over half of the top 50 global advertisers. Kevin Roberts started his career in the late 1960s as a brand manager with iconic London fashion house Mary Quant. He became a senior marketing executive for Gillette and Procter & Gamble in Europe and the Middle East. At 32, he became CEO of Pepsi-Cola Middle East; and later Pepsi’s CEO in Canada. In 1989, Roberts moved with his family to Auckland, New Zealand, to become Chief Operating Officer with Lion Nathan. -
Relationship Marketing and Its Application to the Consumer Market
Journal of Business & Economics Research – February 2007 Volume 5, Number 2 Relationship Marketing: An Important Tool For Success In The Marketplace Hudson Nwakanma, (Email: [email protected]), Florida A & M University Annette Singleton Jackson, (Email: [email protected]), South Carolina State University Janee N. Burkhalter, Georgia State University ABSTRACT This paper looks at relationship marketing as an important tool for success in marketing. With product quality becoming a common standard in many industries, and no longer a major source of competitive advantage, many firms are scrambling to escape the mire of the ‘commodity mentality’ that has become part of most basic products in the market place today. Several of these firms are turning to relationship (RM) marketing as a means of differentiating themselves. This shift to RM is being fueled by fundamental cultural shifts, powerful databases, and a new focus on organizational structure; and is occurring more rapidly in some sectors and industries than others. Through the relationships they build, marketers turn data into knowledge by using the information, insight, and understanding gained over time and applying this information to mutual benefits with their customers. Many are realizing some of the advantages of relationship marketing which could be gained by both the marketer and the buyer. For the marketer, profitability, brand loyalty, product differentiation, and gaining competitive advantage are some major benefits of relationship building. For the buyer, the major benefits include: personalized attention from marketers, marketer’s efforts to anticipate buyers’ wants, and meaningful dialogues with the marketer. Trust, commitment, empathy, and responsiveness to customers needs are necessary ingredients for successful implementation of RM. -
The Effect of Relationship Marketing Orientation on Brand Equity (Case Study: Privileged Branches of Sepah Bank in Tehran)
International Review of Management and Marketing ISSN: 2146-4405 available at http: www.econjournals.com International Review of Management and Marketing, 2017, 7(5), 153-163. The Effect of Relationship Marketing Orientation on Brand Equity (Case Study: Privileged Branches of Sepah Bank in Tehran) Nasim Khoshbahar Azar1, Hormoz Mehrani2* 1Department of Management, North Tehran Branch Islamic Azad University, Tehran, Iran, 2Department of Management, Aliabad Katoul Branch, Islamic Azad University, Aliabad Katoul, Iran. *Email: [email protected] ABSTRACT Many of the provided core services by public banks are general, so the banks find it difficult to compete on their core services. Many banks by creating and strengthening closer relationship with customers, implement relationship marketing orientation. The research in terms of method was descriptive survey which has been done in 8 distinct branch of Sepah Bank in Tehran. Sampling method is Stratified random sampling. According to the proposed model for research, relationship marketing has six key components of trust, bonding, relationship, shared values, empathy and reciprocity that their impact on brand equity has formed research hypotheses. In order to test research hypotheses, structural equation modeling was used. The results show that except by bonding and relationship, the impact of other components of brand equity is approved. Keywords: Relationship Marketing, Brand Equity, Customer Loyalty, Sepah Bank JEL Classifications: M3, M31 1. INTRODUCTION Over the past few decades, new business practices and concepts has transformed the marketing field fundamentally. Relationship marketing has changed the focus of marketing Business philosophy from marketing Orientation has changed trends from discrete (separate) customer acquisition to to relationship marketing orientation (RMO) (Gruen, 1997; retain loyal customers (Taleghani et al., 2011). -
The Unique Role of Relationship Marketing in Small Businesses’ Customer Experience T
Journal of Retailing and Consumer Services 51 (2019) 152–164 Contents lists available at ScienceDirect Journal of Retailing and Consumer Services journal homepage: www.elsevier.com/locate/jretconser The unique role of relationship marketing in small businesses’ customer experience T ∗ Shaked Gilboa , Tali Seger-Guttmann, Ofir Mimran Department of Business Administration, Ruppin Academic Center, Emek Hefer, 4025000, Israel ARTICLE INFO ABSTRACT Keywords: The current study explores what defines customer experience in small businesses. Unlike the technology-oriented Small business customer experience characterizing large enterprises, small businesses’ distinctive customer experience lies in Customer experience their human interaction with customers. Two aspects of relationship marketing, namely, social relationship and Relationship marketing personal care, have been found to be crucial components of this experience. Combining in-depth interviews with Customer-related outcomes small business owners and customers, as well as customer survey, we identified two parallel relationship stra- tegies: communication and personal care enhances trust in the business, and social relationship foster com- mitment. Both strategies lead to positive customer outcomes. 1. Introduction manage customer experience by employing advanced technologies based on virtual, non-human interaction with customers. Small businesses are privately-owned enterprises that have a small Small businesses, on the other hand, lack the financial and human market share (US Small Business Administration, 2018), are based on resources that are obtainable in large firms for managing customer local customers' base (Runyan and Droge, 2008), and have an important experience (Litz and Stewart, 2000). However, a small body of litera- role in revitalizing local communities (Grimmer et al., 2018). Small ture has suggested that small businesses’ central asset relates to their businesses typically struggle for their survival and are vulnerable to ability to offer human-oriented experiences. -
An Interaction Model for Consumer-Retailer Relationships
occasional paper 2004/3 Amjad Hadjikhani & Anna Bengtson An Interaction Model for Consumer-Retailer Relationships Department of Business Studies Uppsala University 2004 Amjad Hadjikhani & Anna Bengtson An Interaction Model for Consumer-Retailer Relationships Department of Business Studies Uppsala University June 2004 An Interaction Model for Consumer-Retailer Relationships Abstract: Repurchasing is one of the crucial marketing areas that has recently occupied the attention of both researchers and marketing managers of retailers. While most consumer-retailer relationship studies concern the behaviour of either retailer or consumer, this article develops a notion of the relationship as an interactive phenomenon that needs an integrative approach in which the characteristics and behaviour of both parties are taken into consideration. By using the relationship theory to expose the repurchasing behaviour of consumers, the attempt is to further enlarge the understanding of relationship interdependencies between retailers and consumers. The discussion put forward in this article is based on a research proposal and application that formed the starting ground for a larger research project at the Department of Business Studies at Uppsala University. The research project involves four senior staff and three doctoral candidates and was started in 2003. The purpose of this article is to develop an interaction model for relationships between consumers and retailers based on earlier research in the area, thereby opening up a new research field. This model will in future years be used for empirical studies of both a qualitative and a quantitative nature, which may further revise and / or confirm the statements made here. KEY WORDS: Repurchasing; Interaction model; Retailer-Consumer Marketing; Relationship Interdependencies; Commitment and Trust Introduction A recent study on three large retailers located in a large Swedish city with a total sale value of 134 M.Skr. -
How Do Brands Become Partners for Life? Customer Brand Relationship (CBR)
How do brands become partners for life? Customer Brand Relationship (CBR) The issue of brand management and evaluation has become ever more important and essential for brand research over the last few decades. Companies use brand research to help evaluate WHERE in the purchasing decision- making process of the consumer (now referred to as the “consumer journey”) their brand is positioned and WHY. This knowledge is needed in order to manage brands in a targeted way in future. On the one hand, this means setting the brand apart from the competition, and on the other, meeting the ideals of consumers, convincing them to continue along the consumer journey. In light of this, it is not surprising that a number of approaches aim to explain why a brand has been successful in reaching consumers at a particular stage in the consumer journey, while others have not yet been able to progress further or are in a critical position. In short, what determines brand strength and the appeal of different brands in the market and therefore validates the position it assumes in the specific decision-making process? In this context, different emotional attitudes play a key role. The research approach for brand evaluation has been undergoing constant development for many years, often influenced by the latest scientific findings. Attempting to explain the WHERE was the starting point: purchasing intention is the typical basis for approaches to brand strength measurement. It is described as a mental state which reflects the intent of customers to buy a set volume of a specific brands goods over a particular period of time (Howard, 1994) or as a subjective prediction of future behavior (Blackwell/Minard/Engel, 2001). -
RESEARCH FINDINGS and FUTURE PRIORITIES Kevin Lane Keller
BRANDS AND BRANDING: RESEARCH FINDINGS AND FUTURE PRIORITIES Kevin Lane Keller Tuck School of Business Dartmouth College Hanover, NH 03755 (603) 646-0393 (o) (603) 646-1308 (f) [email protected] Donald R. Lehmann Graduate School of Business Columbia University 507 Uris Hall 3022 Broadway New York, NY 10027 (212) 854-3465 (o) (212) 854-8762 (f) [email protected] August 2004 Revised February 2005 Second Revision May 2005 Thanks to Kathleen Chattin from Intel Corporation and Darin Klein from Microsoft Corporation, members of the Marketing Science Institute Brands and Branding Steering Group, and participants at the Marketing Science Institute Research Generation Conference and 2004 AMA Doctoral Consortium for helpful feedback and suggestions. BRANDS AND BRANDING: RESEARCH FINDINGS AND FUTURE PRIORITIES ABSTRACT Branding has emerged as a top management priority in the last decade due to the growing realization that brands are one of the most valuable intangible assets that firms have. Driven in part by this intense industry interest, academic researchers have explored a number of different brand-related topics in recent years, generating scores of papers, articles, research reports, and books. This paper identifies some of the influential work in the branding area, highlighting what has been learned from an academic perspective on important topics such as brand positioning, brand integration, brand equity measurement, brand growth, and brand management. The paper also outlines some gaps that exist in the research of branding and brand equity and formulates a series of related research questions. Choice modeling implications of the branding concept and the challenges of incorporating main and interaction effects of branding as well as the impact of competition are discussed. -
An Examination and Theorisation of Consumer-Brand Relationship and Its Link to Customer-Based Brand Equity By
An Examination and Theorisation of Consumer-Brand Relationship and its Link to Customer-Based Brand Equity by Naser Pourazad Thesis Submitted to Flinders University for the degree of Doctor of Philosophy College of Business, Government and Law 5th of October, 2018 1 I certify that this thesis does not incorporate without acknowledgment any material previously submitted for a degree or diploma in any university; and that to the best of my knowledge and belief it does not contain any material previously published or written by another person except where due reference is made in the text. Naser Pourazad 2 Abstract Over the past decades, scholars have shown great interest in understanding the way consumers develop personal connections with brands. In fact, consumer-brand relationship has been a topical focus of published works in branding and consumer research. In addition, managers of many globally known brands have incorporated strategies to nurture strong bonds with their consumers. However, it is still not clear how brand relationships unfold. In particular, there is a need for research to understand how to strike a balance between the emotional and cognitive factors, which drive consumer-brand relationships. Therefore, the primary goal of this thesis is to improve understanding of consumer-brand relationships, with a particular focus on the role of emotions as a key contributing facet, in addition to the cognitive elements as crucial drivers. In doing so, the thesis draws upon the literature on consumer-brand relationships and relational concepts as well as the seminal studies on the customer-based brand equity (CBBE) to conceptualise and test relevant frameworks. -
Case Study: the Dealerships of Saipa Corporation in Ardabil Province)
Marketing and Branding Research 4(2017) 360-370 MARKETING AND BRANDING INDUSTRIAL RESEARCH MANAGEMENT INSTITUTE WWW.AIMIJOURNAL.COM An Investigation of the Effect of Relationship Marketing on Customer Gratitude and Consumer Behavior (Case Study: The Dealerships of Saipa Corporation in Ardabil Province) Somayeh Saebnia1*, Mohammad Feizi2, Mohammad Hasanzadeh3 1 MA Student of Business Management, New Non-Profit Institution of Higher Education, Ardabil, Iran 2 Department of Management, Ardabil Branch, Islamic Azad University, Ardabil, Iran 3 Faculty of Humanities, University of Mohaghegh Ardabili, Ardabil, Iran ABSTRACT The aim of dealerships to build a long-term relationship with customers is to make further Keywords: profit. Today, relationship marketing is accompanied by understanding consumer behavior Relationship Marketing, and meeting their need and according to the norm of mutual relationships, customer gratitude Customer Gratitude, as customer buying behavior is the beginning of a motivation or an affective commitment to Consumer Behavior, compensate seller’s advantages. Therefore, this study attempts to consider the importance of Dealerships of Saipa customer in automobile industry and realize the effect of relationship marketing on customer Corporation gratitude and consumer behavior in dealerships of Saipa Corporation. The present study is applicable in terms of aim and correlational in terms of descriptive method. The statistical population includes all the customers of dealerships of Saipa Corporation in Ardabil Province. The sample size was calculated through Cochran’s formula (384 customers) and to raise the confidence level, 400 people were selected randomly to answer the questionnaire. In Correspondence: [email protected] order to analyze the descriptive findings, SPSS 20 Software was applied and to test the .ac.ir hypotheses, LISREL 8.8 Software was used. -
Consumer Brand Relationships Research: a Bibliometric Citation Meta-Analysis Marc Fetscherin Rollins College, [email protected]
Rollins College Rollins Scholarship Online Faculty Publications 2-2015 Consumer Brand Relationships Research: A Bibliometric Citation Meta-Analysis Marc Fetscherin Rollins College, [email protected] Daniel Heinrich Technische Universität Braunschweig, [email protected] Follow this and additional works at: http://scholarship.rollins.edu/as_facpub Part of the Advertising and Promotion Management Commons, Communication Commons, and the Psychology Commons Published In Fetscherin, M., and Heinrich, D. (2015), “Consumer-Brand Relationship Research: A Bibliometric Citation Meta-Analysis”, Journal of Business Research, Vol. 68(2), pp. 380-390. This Article is brought to you for free and open access by Rollins Scholarship Online. It has been accepted for inclusion in Faculty Publications by an authorized administrator of Rollins Scholarship Online. For more information, please contact [email protected]. Consumer Brand Relationships Research: A Bibliometric Citation Meta-Analysis 1. Introduction In the last two decades the number of academic journal articles dealing with research on consumer brand relationships (CBR) has increased rapidly thus reflecting the tremendous relevance of this research area in the literature. The beginning of this research area is marked by Fournier’s seminal work on consumer and their brands published in the Journal of Consumer Research in 1998. With good cause we have chosen Fournier’s work as a starting point for a bibliometric meta-analysis for the following reasons. First, also Blackston’s book chapter in 1993 “Beyond Brand Personality: Building Brand Relationships” and later Fajer and Schouten’s (1995) paper “Breakdown and Dissolution of Person-Brand Relationships “ already discussed consumer brand relationships, it was not until Fournier’s (1998) article which provides a theoretical foundation and explanation for consumer brand relationships.