An empirical examination of customer advocacy influenced by engagement behaviour and predispositions of FinTech customers in India [version 2; peer review: 2 approved] [PDF]
F1000Research, 2022 Background: The extensive adoption and usage of emerging technologies furthered by the global coronavirus disease 2019 (COVID-19) pandemic, has reduced direct face to face communications.
Savitha Basri, Archana Nayak Kini
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Knowledge Graph Construction for Social Customer Advocacy in Online Customer Engagement
Technologies, 2023 The rise of online social networks has revolutionized the way businesses and consumers interact, creating new opportunities for customer word-of-mouth (WoM) and brand advocacy.
Bilal Abu Salih, Salihah Alotaibi
exaly +4 more sources
Lovemarks and beyond: Examining the link between lovemarks and brand loyalty through customer advocacy in the automobile industry. [PDF]
PLoS ONE, 2023 PurposeDespite the potential for businesses, our understanding of lovemark brands and their consequences is limited. Numerous psychological and brand-related consequences are linked to lovemarks, but the role of influential underlining mechanisms is not ...
Nayab Javed +3 more
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Customer advocacy and brand development [PDF]
Journal of Product and Brand Management, 2006 PurposeThe purpose of this article is to define and explore the strategic value of customer advocacy through the lens of the brand management literature.Design/methodology/approachThe paper reviews recent analysis of the value and vulnerabilities of brands and branding in order to understand why customer advocacy is becoming an attractive strategic ...
Simon Knox
exaly +4 more sources
Examining the Impact of Corporate Social Advocacy on Customer Citizenship Behavior Among University Students: The Mediating Roles of Brand Attachment and Electronic Word-of-Mouth [PDF]
Behavioral SciencesIn this study, we examine the impact of corporate social advocacy campaigns on customer behavior, a subject which has garnered increasing interest yet remains in need of empirical evidence.
Linart Janbout +2 more
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Brand advocacy in the frontline: how does it affect customer satisfaction? [PDF]
Journal of Service Management, 2018 Purpose Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its offerings toward customers. However, this approach is not without risk as customers may be disappointed or even frustrated with brand advocacy behavior in many service ...
Edwin Nijssen, Jeroen Schepers
exaly +3 more sources
The trust-NPS correlation: The role of trust in promoting customer loyalty in Swiss financial institutions. [PDF]
PLoS ONEThe Net Promoter Score (NPS) is a widely used key performance indicator (KPI) for measuring customer loyalty and guiding customer-centric strategies. While customer trust has been identified as an important influencing factor for NPS, existing research ...
Vanessa Gabriela Yarza Navarro-Schär +3 more
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From image to trust: Cross-national pathways to brand evangelism in hospitality sector. [PDF]
PLoS ONEThis study investigates how frontline employee attributes foster customer brand evangelism in ASEAN hospitality, addressing whether symbolic brand image or relational trust better explains advocacy and under what conditions these mechanisms vary across ...
Ngo Cao Nghia +2 more
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Credibility-based knowledge graph embedding for identifying social brand advocates [PDF]
Frontiers in Big DataBrand advocates, characterized by their enthusiasm for promoting a brand without incentives, play a crucial role in driving positive word-of-mouth (WOM) and influencing potential customers.
Bilal Abu-Salih +5 more
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The mediating role of customer participation in the relationship between customer attitude and customer citizenship behavior of online shopping customers [PDF]
المجلة العلمية للدراسات والبحوث المالية والتجارية, 2023 This research aimed to explore the mediating role of customer participation in the relation between customer attitude (CA) and customer citizenship behavior (CCB) of online shopping customers in Egypt.
Manal Mohamed Ahmed EL Mekebbaty
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