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ConsumerConsumerConsumerConsumer----brand relationshipbrand relationshipbrand relationshipbrand relationship: : : :

foundation and statefoundation and statefoundation and statefoundation and state----ofofofof----artartartart

Sandra Maria Correia Loureiro

ISCTE-IUL, Portugal

ABSTRACT

The relationship between a brand and consumers is known to produce positive outcomes for both

partners. Consumers develop relationships with diverse brands regarding brands as partners. Brands are

humanized in the minds of consumers and therefore provide symbolic meanings and social and cultural

value, which is beyond the utilitarian benefits. Following this paradigm, the purpose of this chapter is to

show an overview of the research from customer relationship management to consumer-brand

relationship and propose a theoretical model of consumer-brand relationship process. In this vein, the

chapter begins with the conceptualization of customer relationship management. Then, the foundation, an

overview of main theories, and the seminal models of consumer-brand relationship are shown. Finally, a

model of consumer-brand relationship process is proposed, and insights for further research are provided.

INTRODUCTION

Consumer-brand relationship (CBR) has attracted interest and relevance since late nineties of 20th

Century. More and more organizations are interested in acquiring knowledge about how consumers relate

to brands, why some brands are preferred to others and even loved. Thus, these and other issues

associated to the bonds established between consumers and brands, which may be associated to goods,

services, organizations, celebrities, destinations, cities, and even counties, have gained prominence

amongst researchers and practitioners.

Indeed, all types of organizations, profit or non-profit, are adopting customer-centric strategies, programs,

tools, and technology for efficient and effective customer relationship management. Even tourism related

public entities are realizing the need for in-depth and integrated tourist knowledge in order to build close

cooperative and partnering relationships with their tourists.

In fact, since Fournier (1998) suggested the metaphor of human relationships in their awarded article, and

proposed the Brand Quality model, several other researchers and practitioners become more and more

interested in understanding the mechanisms behind the relationship between a brand and consumers. The

human relationship metaphor of marriage provides structure for the understanding of consumer–brand

relationships phenomenon. Nevertheless, the Brand Quality model focuses on the relationship dimensions

of love/passion, brand partner quality, intimacy, interdependence, commitment, self-connection, but it

does not illustrate how these dimensions are related each other, in other words, it is not a causal relational

model. Several studies have been analyzing how these and other relational constructs are related (e.g.,

Thomson, MacInnis, & Park, 2005), as well as, antecedents and consequents of the relational constructs

(e.g., Chang & Chieng, 2006; Stokburger-Sauer, 2010; Tsai, 2011; Loureiro, Kaufmann, & Vrontis,

2012), or how to improve the measure of each construct (e.g., Batra, Ahuvia, & Bagozzi, 2012).

From the practitioners’ perspective, we can find several evidence of the growing interest of company

CEOs and brand manager on this topic. The relationship metaphor is proposed to enhance the

understanding of brand loyalty. The love for a brand modifies the influence of attitude strength on loyalty

(Batra, Ahuvia, & Bagozzi, 2008).Therefore, Roberts (2004), CEO of Saatchi & Saatchi, proposes the

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theory of "Lovemarks" and alludes that brands should be about consumers and their relationship with

them. For Roberts (2004), in the same way the products evolved to carry trademarks, and trademarks

evolved into brands, nowadays, brands should evolve into "Lovemarks”. In this regards, "Lovemarks” are

about building and strengthening emotional bonds between brands and consumers. The website

“lovemarkscampus” provides information about the companies, consumer opinions, and events around

the topic: from brands to lovebrands. There, in the webpage “resources”, it is also possible to find some

academic literature on the topic of emotional marketing.

Accordingly, McEwen, a Global Practice Leader at The Gallup Organization, and previous senior

planning and account management in several leading advertising agencies, including McCann-Erickson,

FCB, and D'Arcy, launched in 2005 the book “Married to the Brand”. This book advocates the thesis that

great brands are built upon strong customer relationships.

In this vein, the propose of this chapter is to provide an overview of the evolution of the concept of

consumer-brand relationship, providing insight about the main proposed models and major constructs. A

framework is also presented and intends to suggest a sequential causal order from identity to outcomes in

the relationship between consumers and their loved brands. The antecedents and consequents of love for a

brand are not yet properly established and so the framework, based on literature review, intends to

contribute for fulfill this gap.

In this chapter the conceptual foundation of CBR is explored by examining the literature on relationship

marketing and other disciplines that contribute to the knowledge of CBR. Thus, the following sections

start with a definition of customer relationship management (CRM) and the sequential process that has

led to the consumer-brand relationship (CBR). Then, a parsimonious view is given of the various theories

together with a conceptual discussion on major constructs along with existing models so far developed in

various conceptual and empirical studies.

Finally, the chapter presents an overview of the process behind the consumer-brand relationship and

provides some insights for further research.

CUSTOMER RELATIONSHIP MANAGEMENT

In the marketing literature the expression “customer relationship management” (CRM) has been used to

reflect a variety of themes and perspectives (Nevin, 1995). For example, CRM seeks customer retention

and loyalty by using a variety of after selling tactics that lead to customer bonds. Nowadays, information

technology allows the companies to focus on individual or one-to-one relationships with customers that

integrate database knowledge (Peppers & Rogers, 1993). Therefore, Berry (1995, p. 25) proposed that

relationship marketing can be seen as “attracting, maintaining, and – in multi-service organizations –

enhancing customer relationships”. This statement is according with other researcher in service

marketing, such as Grönroos (1990a), Gummesson (1987). In fact, Grönroos (1990a, p. 138) states that

“marketing is to establish, maintain, and enhance relationships with customers and other partners, at a

profit, so that the objectives of the parties involved are met. This is achieved by a mutual exchange and

fulfillment of promises”.

In this vein, exchange is no longer only transactional but evolved to relational and the role of marketing

lies in the activities directed towards establishing, developing, and maintaining relationships with success

(Morgan & Hunt, 1994).

Another important event in driving companies to adopt the CRM has been the Lean Production System

and specially the Total Quality Management (TQM) philosophy, which implies the relationship with

suppliers and customers in implementing the program at all levels of the value chain. Just-in-time (JIT)

and Materials-resource planning (MRP) have also made use of interdependent relationships between

customers and suppliers.

However, with respect to the evaluation of the performance or results of CRM, two important researches

schools are in the core of quality evaluation and principles of marketing relationship: the North-American

School or the group of Parasuraman, Zeithaml, and Berry (1985, 1988) and the Nordic School or the

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group of Grönroos (1990 a, b) and Gummesson (1987). The North-American School provides us with the

SERVQUAL scale (five dimensions which comprise a 22-item instrument to measure customers’

expectations and perceptions) and Gap’s Model in order to evaluate the quality perceived by customers.

The Nordic School presents the emblematic Image Model for the perceived service quality, in which

image could be a quality dimension because the corporate image is expected to be built up by the

technical quality and the functional quality of its service, or the Grönroos-Gummesson Quality Model,

which regards four dimensions of service quality (conception, production, deliver, and relational)

(Grönroos, 1984, 1990b; Gummesson, 1987).

The overall satisfaction of relational partner (such as customers, suppliers, employees) is another metric

used by firms to monitor CRM performance. The measure of satisfaction can estimate the propensity to

continue the relationship and can impact positively on customer loyalty (e.g., Reichheld & Sasser, 1990;

Oliver, 1980, 1999).

The growing academic and practical interest in the relationship phenomenon leads to the emergence of

numerous constructs, including trust, commitment, and long-term orientation. Concomitantly, the

consumers’ motivation to the brands and the increasing role of brands in the consumers’ lifestyle are

driving forces to the knowledge of consumer-brand relationship.

Furthermore, the process of establishing and maintaining the dyadic relationship between consumers and

brands, which could evolve to multi-relationships, like in brand community, is studied in consumer-brand

relationship.

CONSUMER-BRAND RELATIONSHIP: CONCEPTUALISATION AND MAIN

THEORIES

The last decade of the 20th Century marks the beginning of the interest in scientific studies about

relationship between brand and consumers.

Regarding the concept of brand, one can find several definitions. One of the most popular is proposed by

the American Marketing Association (AMA) and states that brand is “a name, term, design, symbol, or

any other feature that identifies one seller's good or service as distinct from those of other sellers” (AMA,

http://www.marketingpower.com/Pages/default.aspx, 2010). However, De Chernatony and Riley (1998)

consider the brand as a multidimensional construct and present twelve brand theme definitions: value

system, personality, image, logo, risk reducer, company, adding value, shorthand, legal instrument,

identity, relationship, and evolving.

Based on the above considerations and the increasing incorporation of human characters in brand

building, Fournier’s (1998) was pioneer on the relationship theory associated to brands. She proposed a

brand relationship quality model that was the tipping point to create the research field of the consumer

brand relationship. This conceptualization starts with the idea that human anthropomorphize inanimate

objects and can think about brands as if they were human characters (Plummer, 1985). In fact, brands

cannot act, think, or feel by themselves, but can live and evolve through their managers and exist as a

partner in a dyadic relationship. In this perspective, the theories of relationship between two partners or

individuals can be brought and adapted into the relationship between the consumer and their brands.

According to Fournier´s (1998) the quality of the relationship between a brand and a consumer evolves

through meaningful brand and consumer actions. Their actions can enhance, dilute, or even dissipate the

relationship and shape the quality of such relationship. Therefore, brand relationship quality model with

six strong facets relationships are proposed: love and passion, self-connection, interdependence,

commitment, intimacy, and brand partner quality.

Love and passion has its position at the core of a strong brand relationship, meaning infatuation, selfish,

and even obsessive dependency. Self-connection reflects “the degree to which the brands delivers on

important identity concerns, tasks, or themes” (Fournier, 1998, p. 364). Interdependence is associated to

activities with a brand and strong brand relationship involves frequent brand interactions. Commitment

means the intention to continue the relationship and having faith in the future of the relationship,

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promoting the longevity of the relationship. Intimacy lays in the elaborate knowledge structures and

believes that marks the brand as superior and irreplaceable (Wood, 1982). Finally, brand partner quality is

regarded as an overall relationship satisfaction and strength which comprises a positive orientation of the

brand toward the consumer; judgments of the brand’s overall dependability, reliability, predictability, and

adherence to rules (Fournier, 1998); and trust in the brand’s promises and accountability for its actions.

In this vein, Fournier (1998) perceives the brand love relationship as a whole and the six facets can be

regrouped in three main dimensions: attachment (love/passion and self-connection), behavioral ties

(interdependence and commitment), and supportive cognitive beliefs (intimacy and brand partner quality).

These dimensions are based on several theories such as interdependency theory and theories of attraction.

However, love and passion are the essential concepts in attachment theory.

Attachment theory (see table 1) is based on studies of parent-child relationships (Bowlby, 1979) and

continues through adulthood to romantic relationships (Hazan & Shaver, 1994), kinships, and friendships

(Trinke & Bartholomew, 1997; Weiss, 1988). Several studies suggest that emotional attachment is formed

between human beings and animals, places, destinations, special objects, brands (e.g., Schouten &

McAlexander, 1995; Price et al., 2000; Richins, 1994;Ahuvia, 2005; Yuksel et al., 2010), and even human

brands or celebrities (Thomson, 2006). In consumer research, Thomson, MacInnis, and Park (2005)

identified a higher-order emotional attachment construct consisting of three factors: affection, passion,

and connection. Thus, attachments reflect an emotional bond similar to love.

Table 1: Research streams based on the attachment phenomenon

Research stream Psychology Consumer behavior Tourism and

Leisure Consumer-brand

relationships

Consumer-

object

Relationships

Main objective Study the

propensity of

human

beings to make

strong

bonds of

affection with

each

other

Study the

mechanisms

behind the

affectionate

bonds in

consumers’

long-term

relationships

with

brands

Study the

consumers’

ability to love

objects

Study the

emotional

ties that

individuals form

with places (e.g.,

cities, regions,

lakes, forests,

islands)

Designations Adult-pair

attachment,

parent-child

attachment

Affective

commitment,

emotional

attachment,

brand

love,

Possession

Attachment

Place

attachment,

place

dependence,

place identity

Seminal source Sternberg

(1986),

Bartholomew

and

Horowitz

(1991), Hazan

and Shaver

(1994),

Bowlby (1979)

Fournier (1998),

Thomson et

al.(2005),

Carroll and

Ahuvia

(2006), Park and

MacInnis

(2006), Albert

et al. (2008),

Belk (1988),

Shimp and

Madden (1988),

Ball and Tasaki

(1992), Kleine

and Baker

(2004), Ahuvia

(2005)

Moore and

Graefe

(1994), Bricker

and Kerstetter

(2000), Williams

and Vaske

(2003), Kyle et

al. (2005)

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Yim et al.

(2008)

In the field of tourism and recreation researchers have been exploring the bonds between people, tourists

or inhabitants, and places. Thereby, place attachment is regarded as an affective bond or link between

people and places (Hidalgo & Hernandez, 2001) and studied as psychological element of recreation

experiences (Williams, 2002). The place attachment construct has been conceived as having two

dimensions: place identity and place dependence (Backlund & Williams, 2003). Place identity refers to a

symbolic or affective attachment to a place, i.e., an individual’s emotional connection to a place. Place

dependence is an individual’s assessment of a specific place, the functional attachment to a place, which

lies in the awareness of the facilities and uniqueness and other forms of functionality dependence, and

how these can meet the needs and the goals of the tourist (Williams et al., 1992).

The interpersonal triangular theory of love (Sternberg, 1986), adapted to the consumption contexts, is

closely related to the emotional attachment construct; it considers that brand love is made up of

dimensions such as: passion, intimacy, and commitment (Kamat & Parulekar 2007; Keh et al., 2007).

Ahuvia (1993) suggests that consumers can have real feelings of love toward an object and conceptualizes

the love as having two dimensions: real and desired integration. Batra, Ahuvia, and Bagozzi (2008)

propose that this love is made up of seven dimensions: perceived functional quality, self-related

cognitions, positive affect, negative affect, satisfaction, attitude strength, and loyalty.

Given the complexity of the construct, the interpersonal love theory alone does not allow for the

discovery of specific dimensions of love. Based on the brand-consumer relationship paradigm, Carroll

and Ahuvia (2006) suggest that brand love is composed of five dimensions: passion, attachment, positive

evaluation of the brand, positive emotions in response to the brand, and declaration of love for the brand.

More recently, Albert et al. (2008) propose two main components of brand love that are also found in the

interpersonal love literature: six first order dimensions (idealization, intimacy, pleasure, dream, memories,

and uniqueness) and two second order dimensions (passion and affection).

SEMINAL MODELS PROPOSED IN CONSUMER-BRAND RELATIONSHIP

Regarding consumer-brand relationship models that integrate the love element or at least affective

elements, we can found three (see figure 1): the holistic approach proposed by Fournier (1998), the causal

approach of Carroll and Ahuvia (2006), and the systemic approach of Batra, Ahuvia, and Bagozzi (2008).

As mentioned above, Fournier (1998) suggests six strong relationships and is interested in the different

relationships a consumer may have with a brand. Batra et al. (2008) integrate various constructs like

brand loyalty, satisfaction, and attitude strength into a model a brand love system relationship (BLS);

however, they do not offer antecedents and outcomes of the consumer’s love for a brand and do not

explicitly use the construct of love. However, the model intends to present the nature and consequences of

brand love by a love system in which functional quality beliefs, self-related cognitions, positive affect,

and negative affect, through attitude valence and strength, influence brand loyalty.

Perceived functional quality deals with the perceived quality of the brand’s functional (instrumental)

attributes and superior product performance. Self-related cognitions represent “the extent to which

consumer believes the brand (1) helps give their life a sense of purpose and provides other intrinsic

rewards; (2) matches their privately held sense of self-identity; and (3) has the power to make them feel

the way they wish to feel and to create a desired public image” (Batra et al., 2008, p. 28).

In what concerns the positive and negative affect components, they congregate more than positive and

negative feeling. Thus, the positive affect comprises a sense of intuitive fit with the brand; the extent to

which consumers feel emotionally connected to the brand; and the extent to which consumers have

positive feelings (such as, contentment and fun) in connection with the brand. The negative affect,

however, evaluates anticipated negative feelings (such as anxiety, worry, fear) that consumers think they

might experience if they do not have access to the brand.

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The BLS model has three consequences. The attitude valence comprises items combining standard

attitude and satisfaction measures and the attitude strength measures how strongly held, confident, and

intense are the feelings/evaluations about the brand, and how quickly they come to mind. The brand

loyalty uses positive word-of-mouth comments, repurchase intentions, and the extent to which the

consumer would question negative information heard about the brand.

Finally, Batra et al. (2008) also propose the potential moderating effect of materialism (importance placed

by individuals on worldly possessions) (Richins, 2004) and of susceptibility to normative influence (SNI)

(individuals higher in SNI are more subject to the normative influence of their reference groups in

determining their consumption choices) (Bearden et al., 1989).

Carrol and Ahuvia (2006) model the relationships between brand love and both its antecedents and

consequences. They propose that brand love is influenced by a hedonic product and self-expressive brand

and has a positive effect on brand loyalty and positive word-of-mouth.

Carroll and Ahuvia (2006) highlight that brand love includes a willingness to declare love (as if the brand

were a person) and involves integration of the brand into a consumer’s identity. A consumer's love toward

a brand is greater for brands that play a significant role in shaping the consumer's identity. Therefore, a

self-expressive brand is the consumer’s perception of the degree to which the specific brand enhances

one’s social self and/or reflects one’s inner self (Carroll & Ahuvia, 2006, p. 82); it includes two

dimensions: inner self and social self. Consumers satisfied and in love with a brand are more willing to

repurchase and to recommend it to others.

Nevertheless, another model without the concept of love, namely relationship investment (RI) (Rusbult

1980), has been proposed based on theories on close relationships found in social psychology, which

incorporate a different concept, the relationship investment. The RI model (see figure 1) is an extension of

the interdependency model proposed by Kelley and Thibaut (1978), and points out two sources of

dependence: satisfaction with the present relationship partner and the quality of alternatives. Satisfaction

refers to the sum of positive versus negative affect toward the relationship partner, and the quality of

alternative partners represents the subjective evaluation of the quality of a partner compared with the

quality of the best alternative partner. Thus, the subjective evaluation of the quality of alternatives means

what a person could be expected to obtain and receive in some other, alternative relationship (Brehm,

1985). In the interdependency model, satisfaction is viewed as positive influence on relationship stability,

and quality of alternatives is regarded as exercising a negative influence on relationship stability. In

addition, the RI model introduces the relationship investment as the third additional source of dependence

and commitment as a mediator between the dependence variables and outcomes variables.

________________________________________________________________

Figure 1: Consumer-brand relationship models [insert caption Figure 1 here]

________________________________________________________________

Relationship investment refers to the importance of the resources that are attached to a relationship,

resources that could be lost if the relationship would end. According to Rusbult et al. (1998), these could

be direct, such as time and money, and indirect, which are related to personal relationships, such as

friends, personal identity, or shared material possessions and intellectual life.

In the RI model commitment is conceived as the intent to persist in a relationship, meaning a long-term

orientation toward the relationship and feelings of psychological attachment. Thereby, a person’s

commitment to a relationship will be directly and positively related to the extent to which he/she is

satisfied with the relationship, has no good alternatives, and has a lot invested in the relationship. Thus, in

the perspective of Breivik and Thorbjørnsen (2008), both self-connections and interdependence in the

BRQ model can be considered as forms of relationship investment.

MAJOR CONSTRUCTS INVOLVED IN CONSUMER-BRAND RELATIONSHIP

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There is a growing interest among researchers and practitioners in consumer-brand relationship. The

studies in this context involve concepts such as attitude strength (Krosnick et al., 1993), brand

relationships (e.g., Fournier, 1998; Chang & Chieng, 2006), self-brand connections (e.g., Belk, 1988;

Escalas & Bettman, 2003), brand loyalty (e.g., Oliver, 1980; 1999), consumers’ emotional attachments to

brands (Thomson, MacInnis, & Park 2005; Loureiro, Kaufmann, & Vrontis, 2012), consumer delight (e,

g., Oliver, Rust, & Varki 1997; Loureiro & Kastenholz, 2011), the phenomenology of customer

satisfaction (Oliver, 1980; Fournier & Mick, 1999), trust and commitment (e.g., Morgan & Hunt, 1994),

brand image (Keller, 2003), brand personality (Aaker, 1997), brand community (e.g., Muniz & O'Guinn,

2001; McAlexander et al., 2002), brand cult (e.g., Brown et al., 2003), brand tribalism (Veloutsou and

Moutinho, 2009), and love in consumption contexts (e.g., Ahuvia, 2005; Albert, Merunka, & Valette-

Florence 2008; Carroll & Ahuvia 2006; Kamat & Parulekar 2007; Keh, Pang, & Peng 2007; Shimp &

Madden 1988; Whang et al. 2004; Yeung & Wyer 2005; Batra, Ahuvia, & Bagozzi, 2012).

Brand loyalty, brand satisfaction, brand trust and brand personality

Brand loyalty, brand satisfaction, brand trust and brand personality are branding concepts which have

been investigated in association to consumer-brand relationship. The most influential works are those

from Oliver (1980, 1999), who proposes the customer satisfaction/dissatisfaction (CS/D) paradigm and

analyses the relationship between brand satisfaction and brand loyalty. The analysis of the causal

relationship between satisfaction and loyalty concludes that satisfaction is a necessary step in loyalty

formation. Chaudhuri and Holbrook (2001) examine two aspects of brand loyalty; purchase loyalty and

attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand

performance. However, three main streams of the research of loyalty may be distinguished: behavioral

loyalty, attitudinal loyalty and composite loyalty (considering the aforementioned constructs).

Consequently, in consumer research, the expression “customer loyalty” is often measured by indicators

like the “intention to continue buying the same product”, “intention to buy more of the same product” and

“repeat purchase” (behavioral measures) or “willingness to recommend the product to others” (attitudinal

indicator, reflecting product advocacy).(e.g., Rauyruen & Miller, 2007; Loureiro & Kastenholz, 2011).

Caprara et al. (2001) examine mass-market brands to determine to what extent, in a consumer setting,

human personality and brand personality (e. g., Aaker, 1997; Loureiro & Santana, 2010) are related. In

fact, Aaker (1997, p. 347) define brand personality as "the set of human characteristics associated with a

brand" and proposes five dimensions for brand personality, namely, sincerity (down-to-earth, honest,

wholesome, and cheerful), excitement (daring, spirited, imaginative, up-to-date), competence (reliable,

intelligent, successful), sophistication (upper class, charming), ruggedness (outdoorsy, tough).

Brand commitment

Research on relationship commitment shows two approaches: affective commitment and calculative

commitment (Bendapudi & Berry, 1997; Hansen, Sandvik, & Selnes, 2003; Johnson et al., 2001; Sung &

Campbell, 2009). Calculative commitment (Fullerton, 2003) captures the more rational, economic-based

dependence on product benefits (Anderson & Weitz, 1992). Affective commitment is a more emotional

factor related to the degree to which a customer identifies and is personally involved with a company or a

brand which results in trust and commitment (Garbarino & Johnson, 1999; Morgan & Hunt, 1994;

Loureiro, 2010).

Ahluwalia et al. (2001) apply the expression “brand commitment” and find that when consumers are not

familiar with a brand, negative information, even not mentioned in the message, becomes important.

However, when consumers like the brand, positive information is relevant and spills over.

Self connection brand

The expression “self connection” globally represents the associations and connections between consumers

and brands, this is, the extent to which individuals have incorporated a brand into their self-concept.

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Escalas and Bettman (2003) focus on reference groups as a source of brand associations, which can be

linked to one's mental representation of self to meet self-verification or self-enhancement goals. Later,

Escalas and Bettman (2005) find that one reason for consumers to purchase brands lies in the construction

of their self-concepts and form self-brand connections. Thereby, brands with images consistent with an

in-group (group of reference) enhance self-brand connections for all consumers. However, self-brand

connections change as children move into adolescence (Chaplin & John, 2005).

Brand community and brand tribalism

Muniz and O'Guinn (2001, p. 412) introduce the concept of brand community as a “specialized, non-

geographically bound community that is based on a structured set of social relations among admirers of a

brand”. McAlexander, Schouten, and Koenig (2002) analyze brand community from a customer-

experiential perspective and proposed a customer-centric model of brand community that consists of four

relevant relationships (community integration): customer-product relationship, customer-brand, customer-

company relationship, customer-customers/owners relationship. Later, Algesheimer, Dholakia, and

Herrmann (2005) develop and test a conceptual model of how different aspects of customers'

relationships with the brand community influence their intentions and behaviors (purchase,

recommendation, membership duration, and participation). Thus, the quality of relationship and the

identification with the brand community lead to positive consequences, like greater community

engagement and behavior, and negative consequences, such as normative community pressure and

reactance. Recently, Stokburger-Sauer (2010) studied the brand community integration which depends on

customer’s perceived relationships with their own product, the brand, the company, and other owners.

Tribal brands evolve around products with similar values and are the emotional result of personalization.

The process of creating a tribal brand incorporates numerous social interactions amongst customers and

with their preferred brand, taking an extended link of time to attain a socialized expression that constitutes

a tribal brand (Moutinho, Dionísio, & Leal, 2007; Veloutsou & Moutinho, 2009).

Consumer behavior and attitude

The studies on consumer behavior and attitude are based on theories of social identity and organizational

identification. Bhattacharya and Sen (2003) propose that strong consumer-company relationships often

result from the consumers' identification with those companies. Aaker et al. (2004) report findings from a

longitudinal field experiment examining the evolution of consumer-brand relationships. Aggarwal (2004)

alludes that consumers use norms of interpersonal relationships as a guide in their brand assessments

when they form relationships with the brands. Therefore, two relationship types are examined: exchange

relationships (benefits are given to others to get something back) and communal relationships (benefits

are given to show concern for other's needs).

Brand love

The research concerning brand love is dominated by the works from Ahuvia (2005), Carroll and Ahuvia

(2006), and Batra, Ahuvia, and Bagozzi (2012). Ahuvia (2005) investigates the possessions, activities,

and objects that consumers love and reports the role and importance of loved objects and activities in

structuring social relationships with brands. Carroll and Ahuvia (2006) propose the brand love construct

to assess satisfied consumers' passionate emotional attachment to particular brands. Batra, Ahuvia, and

Bagozzi (2012) developed the brand love prototype and presented the brand love factor model.

Brand cult and culture

In this context it is possible to find research related to cross cultural studies and consumer-brand

relationship and studies about consumer culture theory and consumer- brand relationship or cult (retro)

brands. Therefore, Chang and Chieng (2006) develop a framework of consumer-brand relationships and

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conduct a cross-cultural comparative study of consumers at coffee chain stores. Thompson and Arsel

(2004) develop the construct of the hegemonic brandscape and study the intersection of global brands and

local cultures. Then, Thomson et al. (2005) assess the cultural dimensions of the consumption cycle with

their brands and provides an overview of the past twenty years of consumer research addressing the socio-

cultural, experiential, symbolic, and ideological aspects of consumption.

In what concerns cult brands, Brown et al. (2003) show the importance of allegory (brand story), aura

(brand essence), arcadia (idealized community), and antinomy (brand paradox).

FROM BRAND IDENTITY TO THE OUTCOME THROUGH LOVE AND PASSION

The process by which consumers prefer some brand to others and wish to establish and maintain their

relationship with a brand in a way that could drive to the development of a passion/love and advocate for

the brand in a favorable fashion, is not yet well known. However, overall it is possible to draw a smooth

flow (see figure 2). The framework proposed in Figure 2 is based on literature review presented in this

chapter, however, the causal order proposed is not yet well established and more empirical studies need to

be carried out to consolidate such relations. Another important issue lies in the definition and

conceptualization of the constructs employed in this field of knowledge. For instance, one of the core

constructs of consumers’ relationships with brands is love, or better brand love, however, little agreement

exists as to what brand love is. In fact, Carroll and Ahuvia (2006) show one dimension in order to

conceptualize brand love, but Albert, Merunka, and Valette-Florence (2008) found eleven dimensions.

Later, Batra, Ahuvia, and Bagozzi (2012) develop a second order model of brand love factor. Similarly,

several other constructs need to be further studied and framed in the context of consumer-brand

relationship, for example, commitment, connection, attachment. In this vein, more exploratory studies are

needed to establish the boundaries and contents of the key construct of consumer-brand relationship.

The framework shown in Figure 2 highlights that companies create the brand system value and brand

identity in a more or less cooperation by the different stakeholders involved (e.g., Aaker, 1996; De

Chernatony, 2001) . The communication of the brand identity can lead to an inner self and social

identification to the brand and to an attachment which contributes to a connection (e.g., Carroll & Ahuvia,

2006; Loureiro, Kaufmann, & Vrontis, 2012). In other words, consumers tend to form connections to

brands that become meaningful in association to their own self and/or consistent with a group of reference

(could be family, friends, and professional group, sport, celebrities, or brand communities). This

connection can be reinforced and justified by the positive image, credibility, and reputation of the brand,

as well as because consumers identified themselves with celebrities, groups of reference, and other groups

of consumers who use and approve the brand (e.g., Baek et al., 2010; Brown et al., 2003; Muniz &

O'Guinn, 2001).

_____________________________________________________________________________________

Figure 2: From brand identity to outcomes in consumer-brand relationship [insert caption Figure 2 here]

_____________________________________________________________________________________

When consumers feel a strong force of attraction and a connection with a brand, identify themselves with

the brand (the consumer self and the brand just fit), and live a positive experience or imagine this

favorable experience, they can be aroused and this process of activation conducts to strong positive

emotions like delight (consumers will be more than satisfied) (e.g., Oliver et al, 1997; Loureiro &

Kastenholz, 2011). All that involvement can bring passion and love (consumers will be deeply linked to

the brand) that keep the two partners (consumer and brand) interdependent and affective committed.

A committed consumer is more willing to want to continue the relationship to the brand, so will be more

available to advocate positively for the brand, saying positive things (e.g., Loureiro, Kaufmann, &

Vrontis, 2012) , forgiving mistakes, promote the brand to others, pay price premium, make sacrifices

10

(e.g., Loureiro, 2011). A consumer in love with a brand and committed will contribute to a favorable

image, reputation, and credibility.

The process could be mediated and influenced by several variables such as personality traits, lifestyle,

self-esteem, value system, gender, age, country social culture.

FUTURE RESEARCH DIRECTIONS Further research should focus on: (1) improving the knowledge about the relationship among constructs;

(2) typology of the strength of the relationship; (3) how the relationship evolves in line with the lifestyle

cycle; (4) how technology (Internet) interferes in the relationship; (5) the moderated or casual effects of

consumers’ personality (trait of personality, self-esteem, age, gender), brand mythology, and lifestyle in

their relationship with brands (6) the effect of the countries’ social and cultural characteristics on the

relationship. The more social side of brand relationship should regard social identity and brands, societal

effects of brand relationships, relationships with cause brands.

What about extreme and dysfunctional brand relationship, such as involving brand advocates, brand

antagonists, and anti-brand movements, or addictions?

Consumers’ relationships with financial products, financial services, celebrities brands and entertainment

brands, as well as, other sectors of activity are not yet well known.

How to establish strategies based on the relationship with the consumer? That is, relationship-building

strategies, relationship-based market segmentation, building relationship-sensitive corporate cultures,

brand relationship metrics and dashboards.

CONCLUSION

In this chapter a literature review was conducted in the field of consumer relationship, especially

consume-brand relationship. The most relevant, theories, models, and the major related constructs so far

were presented. Furthermore, a model showing an overview of the process behind the relationship

between a brand and consumer was provided. However, the deep knowledge of the phenomenon of

consumer-brand relationship and its causal relationships are not yet properly established. Therefore, more

theoretical and empirical studies are needed.

For the researchers this chapter provides insights about the foundations and evolution of consumer-brand

relationship models and constructs, and suggests future directions in order to improve the knowledge in

this field of research.

The chapter also provides insights to practitioners, showing academic publications and more managerial

publications and websites, where brand managers could continuously find information about how brands

can evolve in building and strengthening emotional bonds between brands and consumers. Practitioners

should be aware that create and maintain the emotional bonds is a continuous process. The close

relationship between a brand and consumers could lead to a connection, a deep self and social

identification with the brand. The mystery, the intimacy, the uniqueness, the involvement based on past

experiences, and all positive emotional connection lead to love. A consumer in love with a brand are more

willing to be committed to that brand, forgiven less positive situations, advocate favorably, and willing to

sacrifice for the brand beyond reason.

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KEY TERMS AND DEFINITIONS

Consumer-brand relationship, commitment, brand identity, brand love, attachment, brand loyalty,

sacrifice.

Consumer-brand relationship: relationship between a brand and a consumer based on the assumption that

brands are humanized in the minds of consumers, and therefore a brand and a consumer can develop

bonds as partners.

Commitment: intentions to continue the relationship and have faith in the future of the relationship,

promoting the longevity of the relationship.

Brand Identity: the value system of the brand proposed and presented by brand owners or a company.

Brand love: willingness to declare love for a brand (as if the brand were a person).

Attachment: emotional connection between human beings and brands.

Brand loyalty: intention to continue buying the same brand, or buying more of the same brand.

Sacrifice: consumer’s willingness to forgo his/her immediate self-interest for the sake of the relationship

with a brand.

20

Figure 2

Brand Identity

(Values System

Traits of Personality)

Shareholders

Managers

Employees

Company

Consumers

Suppliers

Distribution

Partners

GOs and

NGOs

Media

Internet

and social

networks

Competitors

Opinion leaders

Brand community

Celebrities

Reference group

Brand

Connection

Inner and social self

Attachment

Strong emotional

feelings

Satisfaction

Delight

Love /passion

Commitment

Loyalty

Positive

W-o-m

Forgiveness/

sacrifice

Price

premium

Brand

experience

Brand

image

Brand

credibility

Brand

reputation

Consumers

traits of personality, lifestyle, self-esteem, value system,

gender, age

Country and social culture

Ou

tco

me

s