Electronic Word of Mouth (eWOM) and Makeup Purchase Intention Among Gen-Z Females: The Serial Mediating Effect of Brand Image and Brand Integrity

Sheena Lovia Boateng
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Sheena Lovia Boateng: Business School, University of Ghana, Ghana

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2021, vol. 12, issue 2, 17-35

Abstract: Generation Z (Gen-Z) consumers have been averred to rely on electronic word of mouth (eWOM) for making purchase decisions and expect integrity in brand communication. A significant question bearing both theoretical and practical implications, however, is how the tendency of these consumers to associate brand image with brand integrity influences the impact of eWOM on their purchase intentions, which remains unanswered. Also, studies focusing on a specific gender of Gen-Z consumers are limited. Using the signaling theory and a survey, the study suggests that eWOM signals play a significant role in influencing purchase intentions among female Gen-Z consumers, as well as their perceptions of the brand image and the brand integrity of makeup brands. For female Gen-Z consumers, eWOM signals that enhance the perceptions of brand integrity and brand image tend to equally matter in their makeup purchase decision making. These findings have implications for an industry that is marked by increasing demand for transparency and responsible marketing communication.

Date: 2021
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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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