lnu.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
The influence of corporate brand perceptions on consumer satisfaction and loyalty via controlled and uncontrolled communications: a multiple mediation analysis
Linnaeus University, School of Business and Economics, Department of Marketing.ORCID iD: 0000-0003-3325-1482
Jönköping University.
Monash Univ, Australia.
2019 (English)In: Journal of Consumer Marketing, ISSN 0736-3761, E-ISSN 2052-1200, Vol. 36, no 1, p. 33-49Article in journal (Refereed) Published
Abstract [en]

Purpose Drawing on the stimulus-organism-response (S-O-R) model, the purpose of this study is to investigate mediating effects of controlled and uncontrolled communications of corporate brand perceptions on consumer satisfaction and loyalty. Design/methodology/approach Structural equation modeling (SEM) was used to test the hypotheses on a sample of 271 Australian automobile consumers. Findings The authors find that while consumer satisfaction is indirectly influenced by corporate-level attributes via controlled and uncontrolled communication, the authors did not find an indirect effect between consumer benefits on consumer satisfaction via controlled and uncontrolled communication. By contrast, the authors find highly significant indirect effects - via controlled and uncontrolled communication as well as consumer satisfaction - for the relationship between, on the one hand, corporate-level attributes and consumer benefits and consumer brand loyalty on the other. Uncontrolled communication was significantly associated with consumer loyalty, a relevant finding that indicates an importance of tracking media coverage and maintaining favorable relationships with the media.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019. Vol. 36, no 1, p. 33-49
Keywords [en]
Corporate brand, S-O-R model, Consumer satisfaction and loyalty, Controlled and uncontrolled communications, Mediating effects
National Category
Business Administration
Research subject
Economy, Marketing
Identifiers
URN: urn:nbn:se:lnu:diva-80954DOI: 10.1108/JCM-05-2017-2199ISI: 000458219300004Scopus ID: 2-s2.0-85060137638OAI: oai:DiVA.org:lnu-80954DiVA, id: diva2:1293513
Available from: 2019-03-05 Created: 2019-03-05 Last updated: 2019-08-29Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Anisimova, Tatiana

Search in DiVA

By author/editor
Anisimova, Tatiana
By organisation
Department of Marketing
In the same journal
Journal of Consumer Marketing
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 27 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf