Access the full text.
Sign up today, get DeepDyve free for 14 days.
C. Fornell, D. Larcker (1981)
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics:Journal of Marketing Research, 18
Jennifer Chandler, R. Lusch (2015)
Service SystemsJournal of Service Research, 18
J. McAlexander, J. Schouten, H. Koenig (2002)
Building Brand CommunityJournal of Marketing, 66
D. Cole, S. Maxwell (2003)
Testing mediational models with longitudinal data: questions and tips in the use of structural equation modeling.Journal of abnormal psychology, 112 4
C. Sashi (2012)
Customer engagement, buyer‐seller relationships, and social mediaManagement Decision, 50
A. Rindfleisch, A. Malter, Shankar Ganesan, C. Moorman (2008)
Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and GuidelinesJournal of Marketing Research, 45
Seigyoung Auh, S. Bell, Colin McLeod, E. Shih (2007)
Co-production and customer loyalty in financial servicesJournal of Retailing, 83
R. Vandenberg (2002)
Toward a Further Understanding of and Improvement in Measurement Invariance Methods and ProceduresOrganizational Research Methods, 5
Jerry Gotlieb, Dhruv Grewal, Stephen Brown (1994)
Consumer satisfaction and perceived quality: Complementary or divergent constructs?Journal of Applied Psychology, 79
M. Lindell, D. Whitney (2001)
Accounting for common method variance in cross-sectional research designs.The Journal of applied psychology, 86 1
Jochen Wirtz, Anouk Ambtman, J. Bloemer, C. Horváth, B. Ramaseshan, J. Klundert, Z. Canli, J. Kandampully (2013)
Managing brands and customer engagement in online brand communitiesJournal of Service Management, 24
Byron Sharp, Malcolm Wright, J. Dawes, Carl Driesener, L. Meyer-Waarden, Lara Stocchi, P. Stern (2012)
It's a Dirichlet WorldJournal of Advertising Research, 52
N. Malhotra, Sung Kim, Ashutosh Patil (2006)
Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past ResearchManag. Sci., 52
B. Rich, Jeffrey LePine, Eean Crawford (2010)
JOB ENGAGEMENT: ANTECEDENTS AND EFFECTS ON JOB PERFORMANCEAcademy of Management Journal, 53
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
L. Casaló, C. Flavián, M. Guinaliu (2008)
Promoting Consumer's Participation in Virtual Brand Communities: A New Paradigm in Branding StrategyJournal of Marketing Communications, 14
Robert Ployhart, R. Vandenberg (2010)
Longitudinal Research: The Theory, Design, and Analysis of ChangeJournal of Management, 36
U. Orth, R. Robins, Laurenz Meier (2009)
Disentangling the effects of low self-esteem and stressful events on depression: findings from three longitudinal studies.Journal of personality and social psychology, 97 2
R. Frambach, H. Roest, Trichy Krishnan (2007)
The impact of consumer Internet experience on channel preference and usage intentions across the different stages of the buying processJournal of Interactive Marketing, 21
D. Chan (1998)
The Conceptualization and Analysis of Change Over Time: An Integrative Approach Incorporating Longitudinal Mean and Covariance Structures Analysis (LMACS) and Multiple Indicator Latent Growth Modeling (MLGM)Organizational Research Methods, 1
R. Brodie, A. Ilić, Biljana Juric, L. Hollebeek (2013)
Consumer engagement in a virtual brand community: An exploratory analysisJournal of Business Research, 66
K. Chan, C. Yim, S. Lam (2010)
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across CulturesJournal of Marketing, 74
International Journal of Information Management, 33
Jenny Doorn, Katherine Lemon, Vikas Mittal, Stephan Nass, Doreén Pick, Peter Pirner, P. Verhoef (2010)
Customer Engagement Behavior: Theoretical Foundations and Research DirectionsJournal of Service Research, 13
J. Jacoby, R. Chestnut (1978)
Brand Loyalty: Measurement and Management
Journal of Service Management, 23
L. Hollebeek (2011)
Exploring customer brand engagement: definition and themesJournal of Strategic Marketing, 19
A. Kaplan, M. Haenlein (2010)
Users of the world, unite! The challenges and opportunities of Social MediaBusiness Horizons, 53
C. Grönroos, Annika Ravald (2011)
Service as business logic: implications for value creation and marketingJournal of Service Management, 22
S. Vargo, R. Lusch (2004)
Evolving to a New Dominant Logic for MarketingJournal of Marketing, 68
Mohammad Habibi, M. Laroche, M. Richard (2014)
The roles of brand community and community engagement in building brand trust on social mediaComput. Hum. Behav., 37
A. Hayes, Kristopher Preacher (2014)
Statistical mediation analysis with a multicategorical independent variable.The British journal of mathematical and statistical psychology, 67 3
Laurence Dessart, C. Veloutsou, Anna Morgan-Thomas (2015)
Consumer engagement in online brand communities: a social media perspectiveJournal of Product & Brand Management, 24
M. Sawhney, Gianmario Verona, Emanuela Prandelli (2005)
Collaborating to create: The Internet as a platform for customer engagement in product innovationJournal of Interactive Marketing, 19
Bernd Schmitt, L. Zarantonello, J. Brakus (2009)
Brand Experience: What is It? How is it Measured? Does it Affect Loyalty?Journal of Marketing, 73
Johanna Gummerus, Veronica Liljander, E. Weman, Minna Pihlström (2012)
Customer engagement in a Facebook brand communityManagement Research Review, 35
Harvard Business Review, 88
J. Flores, Arturo Vasquez-Parraga (2015)
The impact of choice on co-produced customer value creation and satisfactionJournal of Consumer Marketing, 32
H. Schau, A. Muñiz, E. Arnould (2009)
How Brand Community Practices Create ValueJournal of Marketing, 73
A. Firat, N. Dholakia, A. Venkatesh (1995)
Marketing in a postmodern worldEuropean Journal of Marketing, 29
Journal of Service Research, 18
K. Ranjan, Stuart Read (2016)
Value co-creation: concept and measurementJournal of the Academy of Marketing Science, 44
Herbjørn Nysveen, Per Pedersen (2014)
Influences of Cocreation on Brand ExperienceInternational Journal of Market Research, 56
Neeli Bendapudi, Robert Leone (2003)
Psychological Implications of Customer Participation in Co-ProductionJournal of Marketing, 67
L. Hollebeek (2011)
Demystifying customer brand engagement: Exploring the loyalty nexusJournal of Marketing Management, 27
Chia-Chi Chang, Hui-Yun Chen, I-Chiang Huang (2009)
The Interplay between Customer Participation and Difficulty of Design Examples in the Online Designing Process and Its Effect on Customer Satisfaction: Mediational AnalysesCyberpsychology & behavior : the impact of the Internet, multimedia and virtual reality on behavior and society, 12 2
R. Brodie, L. Hollebeek, Biljana Juric, A. Ilić (2011)
Customer EngagementJournal of Service Research, 14
E. Jaakkola, M. Alexander (2014)
The Role of Customer Engagement Behavior in Value Co-CreationJournal of Service Research, 17
Benedikt Jahn, W. Kunz (2012)
How to Transform Consumers into Fans of Your BrandEconomics of Networks eJournal
K. Bollen, J. Long (1993)
Testing Structural Equation Models
F. Lemke, Moira Clark, Hugh Wilson (2011)
Customer experience quality: an exploration in business and consumer contexts using repertory grid techniqueJournal of the Academy of Marketing Science, 39
Philip Hills (2006)
International Journal of Information ManagementInt. J. Inf. Manag., 26
Louis Schwartz, A. Hirschman (1972)
Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and StatesUniversity of Pennsylvania Law Review, 120
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
Julia Schamari, Tobias Schaefers (2015)
Leaving the Home Turf: How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer EngagementJournal of Interactive Marketing, 30
Beibei Dong, K. Evans, Shaoming Zou (2008)
The effects of customer participation in co-created service recoveryJournal of the Academy of Marketing Science, 36
Stan Maklan, P. Klaus (2011)
Customer Experience: Are We Measuring the Right Things?International Journal of Market Research, 53
H. Gollob, C. Reichardt (1991)
Interpreting and estimating indirect effects assuming time lags really matter.
F. Selnes (1993)
An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and LoyaltyJournal of Product & Brand Management
L. Casaló, C. Flavián, M. Guinaliu (2010)
Antecedents and Consequences of Consumer Participation in On-Line Communities: The Case of the Travel SectorInternational Journal of Electronic Commerce, 15
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
M. Hosseini, V. Hosseini (2013)
The Impact of Co-Production on Customer Loyalty in Banking Services: A Case of Saman BankIranian Journal of Management Studies, 6
V. Ramaswamy (2004)
Co-creation experiences: The next practice in value creationJournal of Interactive Marketing, 18
R. Gambetti, G. Graffigna (2010)
The Concept of Engagement: A Systematic Analysis of the Ongoing Marketing DebateInternational Journal of Market Research, 52
Tillmann Wagner, T. Hennig-Thurau, T. Rudolph (2009)
Does Customer Demotion Jeopardize LoyaltyJournal of Marketing, 73
Venkatesh Shankar, Amy Smith, A. Rangaswamy (2003)
Customer satisfaction and loyalty in online and offline environmentsInternational Journal of Research in Marketing, 20
L. Casaló, C. Flavián, M. Guinaliu (2007)
The impact of participation in virtual brand communities on consumer trust and loyalty: The case of free softwareOnline Inf. Rev., 31
S. Vargo, R. Lusch (2008)
Service-dominant logic: continuing the evolutionJournal of the Academy of Marketing Science, 36
D. Griffith, Michael Harvey, R. Lusch (2006)
Social exchange in supply chain relationships: The resulting benefits of procedural and distributive justiceJournal of Operations Management, 24
Journal of Service Research, 14
Jashen Chen, Hung-Tai Tsou, R. Ching (2011)
Co-production and its effects on service innovationIndustrial Marketing Management, 40
Lisette Vries, S. Gensler, P. Leeflang (2012)
Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media MarketingJournal of Interactive Marketing, 26
T. Andreassen, Bodil Lindestad (1998)
Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertiseInternational Journal of Service Industry Management, 9
J. Bloemer, H. Kasper (1995)
The complex relationship between consumer satisfaction and brand loyaltyJournal of Economic Psychology, 16
Susan Fournier, Jill Avery (2010)
The Uninvited BrandRCRN: New Media Studies (Topic)
K. Bollen (1989)
Structural Equations with Latent Variables
European Journal of Marketing, 27
L. Hollebeek, Tom Chen (2014)
Exploring positively- versus negatively-valenced brand engagement: a conceptual modelJournal of Product & Brand Management, 23
Venkatesh Shankar, R. Batra (2009)
The Growing Influence of Online Marketing CommunicationsJournal of Interactive Marketing, 23
V. Ramaswamy, Francis Gouillart (2010)
Build the co-creative enterprise.Harvard business review, 88 10
E. Zhu (2006)
Interaction and cognitive engagement: An analysis of four asynchronous online discussionsInstructional Science, 34
D. Hoffman, T. Novak (2012)
Toward a Deeper Understanding of Social MediaJournal of Interactive Marketing, 26
L. Hollebeek, M. Glynn, R. Brodie (2014)
Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and ValidationJournal of Interactive Marketing, 28
Michael Etgar (2008)
A descriptive model of the consumer co-production processJournal of the Academy of Marketing Science, 36
Dianne Cermak, K. File, R. Prince (2011)
Customer Participation In Service Specification And DeliveryJournal of Applied Business Research, 10
B. Solem, Per Pedersen (2016)
The role of customer brand engagement in social media: conceptualisation, measurement, antecedents and outcomesInternational Journal of Internet Marketing and Advertising, 10
R. Oliver (1999)
Whence Consumer LoyaltyJournal of Marketing, 63
Andrew Ehrenberga, Mark Unclesb, Gerald Goodhardta (2004)
Understanding brand performance measures: using Dirichlet benchmarksJournal of Business Research, 57
René Algesheimer, U. Dholakia, A. Herrmann (2005)
The Social Influence of Brand Community: Evidence from European Car ClubsJournal of Marketing, 69
PurposeValue co-creation assumes that customers take active roles and create value together with firms. This research investigated the short- and long-term effects of customer participation on brand loyalty, through brand satisfaction. Participation effects were also examined among social media–using customers with the additional explanatory factor of brand engagement. Design/methodology/approachTwo studies were conducted among insurance customers: (1) a cross-sectional study using a nationwide sample (N = 954) and a subsample of 145 social media users to examine short-term effects, and (2) a longitudinal study utilizing data from three assessment timepoints (N = 376) to enable empirical long-term testing. FindingsThe cross-sectional study showed positive short-term effects of customer participation on brand loyalty, mediated by satisfaction. Among customers using social media, positive participation effects gained from brand engagement strengthened brand satisfaction. The longitudinal study did not show similar positive long-term effects of customer participation. Practical implicationsThese findings help deepen service marketers’ understanding of the possible short-term effects of customer participation and customer brand engagement, and caution them to not expect that customer participation will have long-term positive satisfaction and loyalty effects. Originality/valueThis research provides interesting short- and long-term findings, due to the complementary cross-sectional and longitudinal study designs.
Journal of Consumer Marketing – Emerald Publishing
Published: Aug 8, 2016
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.