I thought we were one? When consumer-brand identification cultivates shame

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Abstract

Brands are essential components of consumers’ identity. Consumers regard beloved brands as extensions of their self-concepts. In case of service failures, however, this oneness is challenged: Dissatisfied consumers may feel betrayed, which ultimately triggers anger and revenge. This effect is strongly associated to brand anger. The purpose of our research is to add an inward-oriented emotional perspective by introducing brand shame to further explain the interrelationship between dissatisfaction, brand anger, and consumer-brand identification (CBI). In line with our conceptual model, the empirical results show that brand shame mediates the relationship between dissatisfaction and brand anger. More importantly, CBI moderates spillover-effects of customer dissatisfaction on subsequent negative emotions.
Original languageEnglish
Title of host publicationProceedings of the 2021 EMAC Regional Conference
Place of PublicationWarsaw
PublisherEuropean Marketing Academy
Publication statusPublished - 2021
Event2021 EMAC Regional Conference - Kozminski University, Warsaw, Poland
Duration: 22 Sep 202124 Sep 2021
https://www.kozminski.edu.pl/en/emac-regional-conference-2021

Conference

Conference2021 EMAC Regional Conference
Country/TerritoryPoland
CityWarsaw
Period22.09.202124.09.2021
Internet address

Keywords

  • Shame
  • Dissatisfaction
  • Brand
  • Consumer-brand identification

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