Article2016

The impact of brand evangelism on oppositional referrals towards a rival brand

François Marticotte · Manon Arcand · Damien Baudry

135 citations0/0 files storedJournal of Product & Brand Management

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Consumer Behavior in Brand Consumption and Identification Customer Service Quality and Loyalty Digital Marketing and Social Media

Abstract

Purpose This study aims to build on the notion of brand evangelism developed by Becerra and Badrinarayanan (2013) by examining how brand relationship variables regarding one brand (i.e. brand loyalty, brand community identification and self-brand connection) influence oppositional referrals to a rival brand (i.e. desire to harm and trash-talking) in the high definition (HD) videogame console industry. Design/methodology/approach A survey of online communities devoted to video gaming was conducted using a sample of 809 respondents, all owners of either a PlayStation or an Xbox. Findings The results show that the desire to harm the rival brand is strongly and positively associated to participation in trash-talking. Brand loyalty is connected to both dimensions of oppositional brand referrals. Consumers’ connection with the brand affects trash-talking only indirectly through the desire to harm. No association is found between identification with the brand community and oppositional brand referrals. Originality/value This study is the first to demonstrate the mechanism linking brand relationship variables regarding a focal brand with consumers’ disparagement of a rival brand, showing that a desire to harm plays a central role. Just as the desire for retaliation drives negative word-of-mouth in the context of an unsatisfactory experience with a brand (Grégoire and Fisher, 2006), the desire to harm drives trash-talking against a rival brand by brand evangelists. This study improves our understanding of the relationships consumers build with their preferred brands and how this relationship may influence their rejection of competing brands with which they do not have direct experience.

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References

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