in this study who are the members of Starbucks Facebook community said that once they see themselves as a part of this community or this company, they definitely purchase coffee or related products from Starbucks and recommend to their friends. This is not only the case for Starbucks community but also the respondents from other Facebook community in this survey. This result supports the quantitative findings.
Furthermore, the mediating effect of consumer–company identification was examined in the relationship between con- sumer–community identification and customer citizenship behaviors. The direct paths between consumer–community iden- tification and in-role and ex-role behavior were both significant. After introducing consumer–company identification as a mediator, the indirect path for the effect of consumer–community identification on in-role behavior was significant and stronger than the direct path (b = 0.379 > b = 0.371). Therefore, consumer–company identification indicated a mediating effect on consumer–community identification and in-role behavior. However, for the consumer–community identification and ex-role behavior, the mediating effect of consumer–company identification was significant with lesser effect (b = 0.379 < b = 0.566).
In total, the seven paths examined in the structural model are summarized in Table 3.