Designing customer brand Engagement Model with grounded theory approach

Document Type : Research Paper

Authors

1 Department of Business Management, Faculty of Social Science & Economics, Alzahra University, Tehran, Iran

2 Associate Professor of Department of Business Management, Faculty of Social Science & Economics, Alzahra University, Tehran, Iran

3 Associate Professor of Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran

Abstract

Customer Brand Engagement can boost loyalty and increase brand revenues. Therefore, it is necessary to identify factors affecting customer brand engagement (CBE). The purpose of this research is to utilize a qualitative approach with Emerging design of the grounded theory strategy to design Customer Brand Engagement model. In order to analyze the data, three-step coding (open, selective and theoretical coding) used. Also, the qualitative findings analyzed by MAXQDA software and finally Customer Brand Engagement paradigm model explained. The findings of the research show that to engage customers, five dimensions should be taken into consideration: "social media capabilities", "traditional media capabilities", "integration of social and traditional media capabilities", "Customer involvement with Brand" and "Customer participation with Brand". Also, customer satisfaction, trust, commitment, loyalty and attachment to brand are Consequences of CBE and Brand managers can strengthen this important construct and take advantage by focusing on antecedents and dimensions of Customer Brand Engagement.

Keywords

References

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