The role of consumer-consumer interaction and consumer-brand interaction in driving consumer-brand engagement and behavioral intentions

Man Lai Cheung, Guilherme D. Pires, Philip J. Rosenberger, Wilson K.S. Leung and Mohamad-Noor Salehhuddin Sharipudin

Journal of Retailing and Consumer Services, 2021, vol. 61, issue C

Abstract: Grounded on service-dominant logic (S-D logic), a vital issue for marketers is to understand how the multiple approaches encouraging consumer participation (CP), as manifested by consumer-consumer interaction (CCI) and consumer-brand interaction (CBI), reflect on the extent of consumer-brand engagement (CBE). This study examines the role of CCI and CBI in driving the CBE's cognitive, emotional and behavioral dimensions, and their effect on consumers' behavioral intentions based on repurchase intention and ongoing search behavior. Data collected from 316 Malaysian consumers using a self-administrated online survey was analyzed using Partial Least Square – Structural Equation Modelling (PLS-SEM). The findings demonstrate the importance of the two forms of CP in strengthening the CBE dimensions, revealing that the cognitive engagement is an influential driver of consumers' ongoing search behavior, while emotional engagement and behavioral engagement are significant predictors of consumers' repurchase intention. We provide meaningful implications for marketers to manage CP on social-media platforms.

Keywords: Consumer-brand interaction; Consumer-consumer interaction; Consumer participation; Consumer-brand engagement; Ongoing search behavior; Social media (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (14)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921001405

DOI: 10.1016/j.jretconser.2021.102574

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