Brand Love: Role of Online Customer Experience, Value Co-creation, and Relationship Quality

dc.creatorMustafa, Khurram
dc.creatorAhmad, Farooq
dc.creatorQaisar, Muhammad Nawaz
dc.creatorZada, Shagufta
dc.creatorJamil, Saqib
dc.creatorAnwer, Naveed
dc.creatorKhawaja, Kausar Fiaz
dc.creatorVega-Muñoz, Alejandro
dc.creatorContreras-Barraza, Nicolás
dc.creatorHamid, Syed Ali Raza
dc.creatorMariam, Shahida
dc.date2024-04-10T05:59:47Z
dc.date2024-04-10T05:59:47Z
dc.date2022
dc.date.accessioned2024-07-17T21:09:03Z
dc.date.available2024-07-17T21:09:03Z
dc.identifier10.3389/fpsyg.2022.897933
dc.identifier16641078
dc.identifierhttps://hdl.handle.net/20.500.12728/10878
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/9508511
dc.descriptionCustomer experience is a source of retailers’ long-term competitive advantage. This study has examined the relationship between online customer experience and brand love through the mechanism of relationship quality in the context of online shopping in Pakistan. The moderating effect of value co-creation on the relationship of online customer experience with relationship quality and brand love has also been examined. Data were collected from a purposive sampling of 189 online customers in an online survey. Results showed that online customer experience significantly impacts customer relationship quality, which leads to brand love. The relationship between online customer experience and relationship quality is found more robust at high levels of value co-creation. However, we observed a significant negative moderating effect of value co-creation on the direct relationship between online customer experience and brand love. It suggests that including customers in the value co-creation process and affording them a pleasurable online shopping experience may be an excellent way to enhance customer relationship quality and brand love. Theoretical and practical implications of these findings are discussed. Copyright © 2022 Mustafa, Ahmad, Qaisar, Zada, Jamil, Anwer, Khawaja, Vega-Muñoz, Contreras-Barraza, Hamid and Mariam.
dc.descriptionUniversidad Autónoma de Coahuila, UAdeC, (456001); Universidad Andrés Bello, UNAB, (21500)
dc.formatapplication/pdf
dc.languageen
dc.publisherFrontiers Media S.A.
dc.subjectbrand love
dc.subjectmulti-attribute utility theory
dc.subjectonline customer experience
dc.subjectrelationship quality
dc.subjectthe attitude-behavior-context theory
dc.subjectvalue co-creation
dc.titleBrand Love: Role of Online Customer Experience, Value Co-creation, and Relationship Quality
dc.typeArticle


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