A brand community from a customer-experiential perspective is a fabric of relationships in which the customer is
situated. Crucial relationships include those between the customer and the brand, between the customer and the
firm, between the customer and the product in use, and among fellow customers. The authors delve ethnographically
into a brand community and test key findings through quantitative methods. Conceptually, the study reveals
insights that differ from prior research in four important ways: First, it expands the definition of a brand community
to entities and relationships neglected by previous research. Second, it treats vital characteristics of brand communities,
such as geotemporal concentrations and the richness of social context, as dynamic rather than static phenomena.
Third, it demonstrates that marketers can strengthen brand communities by facilitating shared customer
experiences in ways that alter those dynamic characteristics. Fourth, it yields a new and richer conceptualization
of customer loyalty as integration in a brand community
A brand community from a customer-experiential perspective is a fabric of relationships in which the customer is
situated. Crucial relationships include those between the customer and the brand, between the customer and the
firm, between the customer and the product in use, and among fellow customers. The authors delve ethnographically
into a brand community and test key findings through quantitative methods. Conceptually, the study reveals
insights that differ from prior research in four important ways: First, it expands the definition of a brand community
to entities and relationships neglected by previous research. Second, it treats vital characteristics of brand communities,
such as geotemporal concentrations and the richness of social context, as dynamic rather than static phenomena.
Third, it demonstrates that marketers can strengthen brand communities by facilitating shared customer
experiences in ways that alter those dynamic characteristics. Fourth, it yields a new and richer conceptualization
of customer loyalty as integration in a brand community
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