0000000000955080
AUTHOR
Oliver Emrich
showing 2 related works from this author
Loyalty Formation for Different Customer Journey Segments
2019
The proliferation of new touchpoints empowers today's customers to design their own journey from search to purchase. To address this new complexity, we segment customers by their use of specific touchpoints in the customer journey, investigate the association of several covariates with segment membership, consider the rise of mobile devices as potential "game changers" of existing segments, and explore how the relationships among product satisfaction, journey satisfaction, customer inspiration, and customer loyalty differ across segments. Based on anticipated utility theory and using latent class analyses on large-scale data from two samples of 2,443 and 2,649 journeys, we identify five tim…
Does “Liking” Lead to Loving? The Impact of Joining a Brand's Social Network on Marketing Outcomes
2017
Does “liking” a brand on Facebook cause a person to view it more favorably? Or is “liking” simply a symptom of being fond of a brand? The authors disentangle these possibilities and find evidence for the latter: brand attitudes and purchasing are predicted by consumers' preexisting fondness for brands, and these are the same regardless of when and whether consumers “like” brands on social media. In addition, we explore possible second-order effects by examining whether “liking” brands might cause consumers' friends to view that brand more favorably. When consumers see that a friend has “liked” a brand, they are less likely to buy the brand relative to when they learn that a friend genuinel…