Effects of consumer perceptions of brand experience on the web: brand familiarity,satisfaction and brand trust

Creating a customer experience that is synonymous with a particular (website) brand is becoming increasingly recognised as a vital driver of e‐performance. E‐tailors are just as likely to try to influence consumers' shopping behaviour, through atmospherics and service, as brick‐and‐mortar stores. This study investigates several questions that have been left unanswered in recent studies of consumer behaviour in the context of internet‐based marketing. Its focus lies in addressing the issue of whether there is a direct relationship between brand experience and brand trust or whether there is an indirect relationship via satisfaction or brand familiarity. The results of an empirical study of e‐consumer behaviour show that brand trust is achieved through the following dimensions operating and interrelating as antecedent constructs: first, various brand experiences and the search for information, secondly, a high level of brand familiarity, and thirdly, customer satisfaction based on cognitive and emotional factors. These findings should assist marketers and academics in their understanding of the development of brand trust in an internet‐based environment. Copyright © 2005 John Wiley & Sons, Ltd.     

The effect of brand personality and brand identification on brand loyalty: Applying the theory of social identification

This study investigated the effect of brand personality on brand asset management by using the concept of consumers' identification with a brand. The focus was on one important type of high-technology product, the cellular phone. The authors develop a conceptual framework to explain the effect of brand identification on brand loyalty. The important variables of this framework include the attractiveness of the brand personality, the distinctiveness of the brand personality, the self-expressive value of the brand personality, positive word-of-mouth reports of the brand, and brand loyalty. The empirical results indicated that there are positive relationships between attractiveness, distinctiveness, and self-expressive value of brand personality. These relationships had a statistically significant effect on consumers' identification with a brand. Furthermore, brand identification had a direct effect on word-of-mouth reports and an indirect effect on brand loyalty. The theoretical and managerial implications of the empirical results are presented, and suggestions are made regarding both the limitations of the present study and future directions for research.     

The effect of brand anthropomorphism,brand distinctiveness,and warmth on brand attitude: A mediated moderation model

Brand anthropomorphism is one of the most widely used marketing strategies, and numerous studies have confirmed the positive effect of anthropomorphism on consumers' brand attitude. However, anthropomorphism does not always produce positive effects in particular conditions. This study focuses on the interaction effect of brand anthropomorphism and brand distinctiveness on brand attitude and tests the mediating effect of warmth and competence using the Stereotype Content Model. The results of two experiments show that brand anthropomorphism positively predicts consumers' brand attitude, and brand position (distinctiveness vs. popularity) moderates this relationship. Anthropomorphism may improve consumers' attitudes when the brand is positioned to be popular but has no effect on consumers' attitudes when the brand is positioned to be distinctive. Additionally, warmth (not competence) mediates the interaction effect of anthropomorphism and brand position on brand attitude. This study expands the extant knowledge on anthropomorphism and stereotypes in the field of consumption psychology and provides marketers with more rational strategies when applying anthropomorphism in marketing campaigns.     

The self and the brand

Whereas [Oyserman, D. 2009. Identity-based motivation: Implications for action-readiness, procedural-readiness, and consumer behavior. Journal of Consumer Psychology. (this issue)] highlights the importance of identity motivation, this commentary suggests that the interesting questions for consumer researchers are not about identity per se, but about the relationship between the self and brand-related consumption. Two broad areas of investigation that can form an agenda for further research are proposed. The first area concerns the relationship among brands, identity and goals. The second area concerns the potential negative effects of identity on brand choice and on perceptions of identity-related behavior. Consumer researchers are best positioned to pursue issues dealing with the intersection of identity and brands, which can lead to both theoretical and substantive insights.     

Seeing faces: The role of brand visual processing and social connection in brand liking

This paper investigates how brands—through visuals—can fill a void for consumers experiencing a lack of social connection. Using psychometric measures and mock advertisements with visuals of human faces and non‐faces, Study 1 shows that seeing faces relates to greater brand liking with processing fluency mediating, and individual loneliness and tendency to anthropomorphize moderating the effect. Study 2 replicates findings with other‐race faces corroborating that fluency but not ethnic self‐referencing underlies the effect. Study 3 complements the psychometric measures of Studies 1 and 2 with eye tracking data to demonstrate that fluency correlates with distinct patterns of attention. Study 4 uses actual brand stimuli to show that effects are robust and extend beyond advertisements. Taken together, the findings show that communicating brand names in conjunction with visuals seen by consumers as human faces can increase brand liking.     

From brand aversion or indifference to brand attachment: Authors' response to commentaries to Park,Eisingerich, and Park's brand attachment–aversion model

The primary purpose of our target article was to theoretically argue and empirically demonstrate that it is possible to elevate the customer–brand relationships to the desired level of human relationships by offering three types of self-relevant benefits. In this response, we discuss the major comments provided by each set of commentators, which are insightful and thought-provoking. It is our hope that this dialogue will open up a new avenue for future research regarding the nature and management of customer–brand relationships.     

When communication challenges brand associations: a framework for understanding consumer responses to brand image incongruity

• In this conceptual paper, the authors review literature on how consumers react when a piece of brand communication is incongruent with established brand associations. Although brand experts typically criticize such brand image incongruity, it is a fact that companies do communicate in a way that challenges existing associations, for example in advertising or when launching brand extensions. The article integrates previous work—which has been scattered across several poorly connected domains—into a coherent framework. The authors propose effects of brand image incongruity on consumers' processing and evaluation. They also identify marketing implications and avenues for future research. The propositions imply opportunities for brand management, thus suggesting the need for a balanced view on brand image incongruity.

Copyright © 2006 John Wiley & Sons, Ltd.     

Creating false memories for brand names

Using the Deese–Roediger–McDermott (DRM) paradigm, participants are presented with lists of associated words (e.g., bed, awake, night etc). Subsequently, they reliably have false memories for related but non‐presented words (e.g. SLEEP). The present study investigated whether false memories could be created for brand names (e.g. Morrisons, Sainsbury's, Waitrose and TESCO) using the DRM paradigm and whether the effect was reduced if stimuli were presented in brand appropriate fonts compared with a plain font. Participants were presented with lists of brand names in plain or brand appropriate fonts, followed by a distractor task or free recall. Finally, they had a recognition task. Both false recall and false recognition of non‐presented brand names occurred. Brand specific fonts at study had no effect on recall but increased overall recognition. There was considerable variability in levels of false recall and false recognition amongst lists and across participants and reasons for this are discussed. Copyright © 2010 John Wiley & Sons, Ltd.     

Life events and brand preference changes

Three types of variable have been used to explain brand preference changes: consumer characteristics, marketing mix factors and situational influences. The study presented in this paper focuses on the relationship between life events experienced by individuals, resultant stress and lifestyle changes and changes in brand preferences. Based on theory and past research, a model is proposed and tested. The data support the notion that brand preference changes may be viewed as the outcome of adjustments to new life conditions and changes in consumption lifestyles that reflect consumer efforts to cope with stressful life changes. Implications for consumer research are also discussed. Copyright © 2003 Henry Stewart Publications.     

New scanner data for brand marketers: How neuroscience can help better understand differences in brand preferences

A core goal for marketers is effective segmentation: partitioning a brand's or product's consumer base into distinct and meaningful groups with differing needs. Traditional segmentation data include factors like geographic location, demographics, and shopping history. Yet, research into the cognitive and affective processes underlying consumption decisions shows that these variables can improve the matching of consumers with products beyond traditional demographic and benefit approaches. We propose, using managing a brand as an example, that neuroscience provides a novel way to establish mappings between cognitive processes and traditional marketing data. An improved understanding of the neural mechanisms of decision making will enhance the ability of marketers to effectively market their products. Just as neuroscience can model potential influences on the decision process—including pricing, choice strategy, context, experience, and memory—it can also provide new insights into individual differences in consumption behavior and brand preferences. We outline such a research agenda for incorporating neuroscience data into future attempts to match consumers to brands.     

Determinants of brand switching: the role of consumer inferences,brand commitment,and perceived risk

Previous research in the area of price discounts has generated a rich, but diverse and mixed body of literature. This research examines the role of consumer's brand commitment and product category risk in influencing the nature as well as valence of the inferences generated by consumers in response to price discounts. Our results provide insights regarding how consumers' responses to competitor inducements vary depending upon their brand commitment for the incumbent brand and perceived risk. Furthermore, we show that higher commitment consumers could resist an inducement from a competitor when they are able to generate negative, marketer‐related inferences. Our research suggests that consumers' inferences are critical than pure economic benefits in determining the effectiveness of discounts.     

Lean consumption and its influence on brand

• The continuing growth of the knowledge‐based economy is driving the quest for better understanding of the intangible drivers of wealth creation. American and European models for linking customer satisfaction to corporate and national performance have been established and will continue to be tested and developed. One of the challenges of modelling consumer behaviour is the effect of changing lifestyles. This paper describes a study of UK shoppers which explores the influence of lean consumption, the degree to which the shopping and post‐purchase experience is hassle free and timely, on the warmth of consumers' feelings towards the brand. The study operationalises the construct of lean consumption and finds that it is indeed a significant driver of brand warmth. This leads to clear implications for manufacturers and retailers and the ways in which they innovate and develop their products and services.

Copyright © 2006 John Wiley & Sons, Ltd.     

Consumer price limits and the brand effect

The effect of brand name present/absent condition on consumer price limits was examined in an experimental setting. The findings of this study have important implications for pricing managers. The results support the past findings that brand name affects price perception. Branded products are perceived to be higher priced than unbranded products (higher acceptable price). That is, branded products seem to command a price premium as compared to unbranded products. The findings suggest that the well-known brand name should be positioned in the upper acceptable price range and the not so well-known brand names in the lower acceptable price range. This brand positioning strategy, in turn, will determine the product's position in the product line, the marketplace, its competition, and its use patterns. Price is very much a part of the product and branding policy.     

A dual-process model of brand extension: Taxonomic feature-based and thematic relation-based similarity independently drive brand extension evaluation

The success of a brand extension depends largely on the similarity between the brand and its extension product. Recent psychological and neuroscientific evidence supports a dual-process model that distinguishes taxonomic feature-based similarity from thematic relation-based similarity. In addition to providing a parsimonious organizational framework for prior brand extension research, this dual-process model also provides novel predictions about the processing and evaluation of taxonomic brand extensions (e.g., Budweiser cola) and thematic brand extensions (e.g., Budweiser chips). Results indicate that taxonomic and thematic similarities independently contribute to branding professionals' and lay consumers' evaluations of real and hypothetical brand extensions (Studies 1A and 1B). Counter-intuitively, thematic brand extensions are processed more rapidly (Study 2), judged more novel, and evaluated more positively than taxonomic extensions (Study 3). When induced to consider the commonalities between the brand and the extension product, however, taxonomic extensions are judged more novel and evaluated more positively (Study 3). Implications for brand extension and marketing more generally are discussed.     

Direct evaluative conditioning in brand placement: The impact of scene valence and prominence on brand placement repetition effects

Whereas previous studies investigated the affect transfer from one specific affective stimulus of the brand placement context (such as an artist or the genre) to the brand, this research study investigates the effect of the valence of various scenes in which the brand is repeatedly placed on brand attitude. Direct evaluative conditioning theory suggests that pairing a brand repeatedly with various positive (negative) stimuli positively (negatively) affects brand attitude. The results of 2 experimental studies indicate that when a brand is repeatedly and prominently placed in different affective scenes of the same valence (a series of either positive or negative scenes), the affect aroused by those scenes influences explicit and implicit brand attitudes. In addition, whereas previous research found negative effects of brand prominence on brand evaluations, this study found that prominence positively moderates the affect transfer from the valence of various scenes on brand attitude. This implies that by placing the brand in various positive scenes, prominent brand placements can have a positive effect on recall and recognition and on brand attitude, which transcends the previously declared paradox of prominent placement.     

Brand character as a function of brand loyalty

This study investigated the relationship between self-image, brand image, and brand loyalty by asking whether people use products to enhance self-image. Subjects described themselves on an adjective checklist, then listed product brands to which they consider themselves loyal or not loyal. One month later, using the same adjective checklist, subjects described the type of person who would buy a particular brand to which they are loyal and a brand to which they are not loyal for both gender and non-gender related products. Significant differences between the two groups and a high correlation between self and product user ratings, were found.     

Consumers' perceptions of the dimensions of brand personality

Brand personality (human‐like characteristics of a brand) has been a popular topic in the marketing literature for over 50 years. However, there is a lack of consumer‐focused studies investigating what factors shape perceptions of brand personality. To address this gap, the purpose of the current study is to understand how consumers form their perceptions of the different dimensions of brand personality identified in Aaker's scale (sincerity, excitement, competence, sophistication and ruggedness), and what product or brand characteristics influence these perceptions. Sixty‐six interviews were conducted with graduate students, who were asked to discuss which brands reflected the specific dimensions of brand personality in Aaker's scale. As a result, we identify the kinds of brands consumers perceive as typical for each personality dimension, discover their common characteristics and explain the reasons why some brands are strongly associated with a particular dimension and some are not. Our findings indicate that specific brand personality dimensions are associated with particular product categories. However, brands mentioned as strong on respective personality dimensions share commonalities beyond just a product category. For instance, sincere brands share family‐related associations and high morals, exciting brands offer consumers the opportunity to experience exciting feelings and are related to special ‘exciting’ occasions, competent brands are mostly associated with expertise and quality, sophisticated brands are usually of feminine nature, whereas rugged brands are of masculine nature. Moreover, we find that brands which consumers perceive as lacking on a particular personality dimension also share common attributes. Copyright © 2011 John Wiley & Sons, Ltd.     

Consumer responses to brand elimination: An attributional perspective

While research on innovation and new product development abounds in the literature, studies on firms deleting brands from their portfolio are virtually non-existent. This paper provides a pioneering examination of how brand elimination might influence consumer evaluations of the firm. As compared to a widely-held belief that brand elimination would adversely affect firm image, we propose that in situations where brand elimination can be viewed as the firm's effort to improve performance, consumers will rate this action favorably, with concomitant outcomes relating to firm evaluation. These ideas are supported in three studies. Study 1 finds that elimination targeting a weak (vs. strong) brand is more likely to be associated with eliminate-to-improve attributions, and consequently, more favorable evaluations. Study 2 shows that explanations provided by the firm (as against explanations generated internally by the consumers) help consumers make positive attributions for elimination targeting a strong brand, but lower evaluations when a weak brand is being eliminated. Study 3 establishes that loyal consumers are more likely to assess the applicability of an ‘eliminate-to-improve’ attribution and give favorable evaluations only when the eliminated brand is weak. Non-loyal consumers in general respond favorably to the elimination, regardless of brand strength. Future directions for brand elimination research are discussed.     

Salesperson brand attachment: a job demands-resources theory perspective

Sales researchers have largely ignored the idea that salespeople form attachments to the brands that they sell, and that these attachments hold important consequences for sales outcomes. Drawing on job demands-resources theory, the authors suggest that salesperson brand attachment (SBA) serves as a unique psychological resource for salespeople. Using data from 154 salespeople from the beverage industry, they provide evidence that SBA increases selling effort toward the brand, and ultimately job satisfaction. In addition, they show that salesperson's brand attachment acts as a buffer against perceived job demands, including job codification and hierarchy of authority. In general, results support the job demands-resources framework and confirm that SBA is a resource that may be leveraged to offset job demands, under certain situations.