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Antecedents of brand citizenship behavior in retailing

Author

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  • Porricelli, Matthew S.
  • Yurova, Yuliya
  • Abratt, Russell
  • Bendixen, Michael

Abstract

There has been increased interest in retail branding yet there is a dearth of internal branding research in this industry. The purpose of this study is to explore the antecedents of Brand Citizenship Behavior (BCB) in a retail environment. The role that the frequency of employee contact with customers plays will also be examined. A further aim is to give guidance to retailers on how they should develop an internal branding management strategy. A conceptual model provides a foundation for the study. A literature review of the brand citizenship behavior and the related constructs was undertaken to inform the model. The results show support for the hypothesized relationships. Significant differences between managers and associates as well as between full-time and part-time associates were found. Recommendations are presented to retailers.

Suggested Citation

  • Porricelli, Matthew S. & Yurova, Yuliya & Abratt, Russell & Bendixen, Michael, 2014. "Antecedents of brand citizenship behavior in retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 745-752.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:5:p:745-752
    DOI: 10.1016/j.jretconser.2014.06.002
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    References listed on IDEAS

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    1. Ackfeldt, Anna-Lena & Coote, Leonard V., 2005. "A study of organizational citizenship behaviors in a retail setting," Journal of Business Research, Elsevier, vol. 58(2), pages 151-159, February.
    2. Leslie de Chernatony & Susan Drury & Susan Segal-Horn, 2003. "Building a Services Brand: Stages, People and Orientations," The Service Industries Journal, Taylor & Francis Journals, vol. 23(3), pages 1-21.
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    Cited by:

    1. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    2. Alessandra Mazzei & Silvia Ravazzani, 2017. "Internal Branding and Employee Brand Consistent Behaviours: The Role of Enablement-Oriented Communication," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(1), pages 121-139.
    3. Emma Karanges & Kim A. Johnston & Ian Lings & Amanda T. Beatson, 2018. "Brand signalling: An antecedent of employee brand understanding," Journal of Brand Management, Palgrave Macmillan, vol. 25(3), pages 235-249, May.
    4. Nguyen, Long Thang Van & Lu, Vinh Nhat & Hill, Sally Rao & Conduit, Jodie, 2019. "The mediating role of brand knowledge on employees’ brand citizenship behaviour: Does organizational tenure matter?," Australasian marketing journal, Elsevier, vol. 27(3), pages 169-178.
    5. Rico Piehler, 2018. "Employees’ brand understanding, brand commitment, and brand citizenship behaviour: a closer look at the relationships among construct dimensions," Journal of Brand Management, Palgrave Macmillan, vol. 25(3), pages 217-234, May.
    6. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara, 2023. "Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    7. Zhu, Dong Hong & Sun, Hui & Chang, Ya Ping, 2016. "Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 287-293.
    8. Di Mascio, Rita & Fatima, Johra, 2018. "The role of identification in frontline employee decision-making," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 131-138.
    9. Rico Piehler & Debra Grace & Christoph Burmann, 2018. "Internal brand management: introduction to the special issue and directions for future research," Journal of Brand Management, Palgrave Macmillan, vol. 25(3), pages 197-201, May.
    10. Abdullah J. Sultan, 2022. "Aligning employees’ work engagement and behavioral performance with internal branding: the missing link of employees’ perceived brand authenticity," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 52-64, March.
    11. Sung, Yung-Kun & Hu, Hsin-Hui Sunny, 2021. "The impact of airline internal branding on work outcomes using job satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 94(C).
    12. Sara Moghaddam Tabar & Naser Karami & Faraz Ilbeigi, 2018. "Measuring Internal Brand Equity In B2b Service Industries In Iran," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 23(1), pages 3-24.

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