心态
客户参与度
组织公民行为
营销
独创性
业务
结构方程建模
心理学
品牌参与度
广告
社会心理学
社会化媒体
组织承诺
政治学
计算机科学
机器学习
创造力
人工智能
法学
作者
Suhaib Ahmed Soomro,Şerife Zihni Eyüpoğlu,Fayaz Ali
出处
期刊:Journal of Product & Brand Management
[Emerald (MCB UP)]
日期:2024-03-26
卷期号:33 (3): 385-396
标识
DOI:10.1108/jpbm-05-2023-4493
摘要
Purpose The paper aims to explore the relationship between customer mindsets and customer citizenship behavior. This study used the cognitive-affective-behavioral model to examine how customer mindsets relate to customer citizenship behavior. In addition, it investigated the mediating effect of customer brand engagement and moderating role of brand trust. Design/methodology/approach The study used a self-administered online survey from 412 respondents using cellular mobile operating brands. Partial least square structural equation modeling was used to analyze the collected data. Findings The results revealed that growth-mindset customers directly and significantly influence customer citizenship behavior. The impact of a fixed mindset on customer citizenship behavior is indirect through customer brand engagement. The moderating findings revealed that the effect of brand trust on the relationship between customer brand engagement and customer citizenship behavior is higher than that between the fixed mindset and customer brand engagement. Practical implications The findings provide valuable insights for marketing and brand managers to design marketing campaigns considering different mindsets to generate customer citizenship behavior among customers. Originality/value This study provides new avenues in consumer psychology and behavior by unfolding the underlying mechanism through which mindsets lead to customer citizenship behavior, contributing to existing knowledge by extending the cognitive-affective-behavioral model.
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