Journal of Advertising and Sales Management

Journal of Advertising and Sales Management

The Role of Brand transgression Severity on Customer Willingness to Brand punish with the Mediating Role of Brand Forgiveness and Brand-Customer Relationships (Case study: Dairy brand customers in Ahvaz)

Document Type : Original Article

Author
zahra mosayi khorasani
Masters ; Department of Business Management, Department of Business Management, Ahvaz Branch, Islamic Azad University, Ahvaz, Iran
Abstract
the purpose of the present study is to investigate the impact of the of Brand transgression Severity on customer willingness to brand punish with the mediating role of brand forgiveness and brand-customer relationships. This research is of practical purpose, in terms of descriptive-causal data collection and quantitative research. The statistical population of the research consisted of consumers of dairy brands in Ahwaz. Due to their uncertainty, the sample size was estimated to be 384 using Cochran formula and selected by non-random sampling method. Data were collected using a questionnaire whose reliability was confirmed by Cronbach's alpha of 0.84. Data were analyzed using SPSS and SMART PLS software and normality tests and structural equation modeling. The results showed that the Brand transgression Severity had a negative effect on brand forgiveness and brand-customer relationship and had a positive and significant effect on customer's willingness to brand punish. The two variables of brand forgiveness and brand-customer relationships had a significant negative effect on customer's willingness to brand punish. The study also confirmed the mediating role of brand forgiveness and brand-customer relationship in influencing the Brand transgression Severity on the Customer Willingness to Brand punish.
Keywords
Brand transgression Severity
Brand forgiveness
Brand-customer relationships
Customer willingness to brand punish

Subjects

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