Brand Supportive Behavior among Insurance Agents in Malaysia

Adilah Othman, Hasnizam Shaari and Siti Noor Aishah Mohd Sidik
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Adilah Othman: Faculty of Business and Management, Universiti Teknologi Mara, Dungun Terengganu, Malaysia
Hasnizam Shaari: School of Business Management, Universiti Utara Malaysia, Sintok, Kedah, Malaysia
Siti Noor Aishah Mohd Sidik: Faculty of Business and Management, Universiti Teknologi Mara, Dungun Terengganu, Malaysia

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 8, 4558-4574

Abstract: Brand supportive behavior is important to companies because it shows the willingness of agents to go beyond their prescribed roles for the good of the corporate brand. Hence, this study aimed to examine the relationship of internal brand orientation and customer orientation on brand supportive behavior. A research framework was established based on existing literature to test the relationship among these variables. The Social Exchange Theory were employed to explain the relationship between the variables being studied. In order to empirically test the research framework of the study, data were collected by employing a questionnaire survey. 350 respondents from the insurance industry were selected using the systematic sampling. The data collected was analyzed using the Partial Least Square Structural Equation Modelling (PLS-SEM). The empirical result revealed that internal brand orientation, customer orientation, influenced brand supportive behavior. The results of this study provide insights to managers whereby they must use appropriate applications of internal brand management practices such as internal brand orientation and customer orientation. These findings also suggest that internal brand orientation, customer orientation are crucial factors that affect the willingness of agents to commit to brand supportive behavior.

Date: 2024
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