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Emotional intelligence and consumer decision-making styles: the mediating role of brand trust and brand loyalty

Author

Listed:
  • George Kankam

    (University of Education)

  • Isaac Tetteh Charnor

    (University of Cape Coast)

Abstract

This paper brings to light emotional intelligence’s impact on consumer decision-making styles during purchases. We show how brand trust (BT) and brand loyalty (BL) act as mediators between emotional intelligence (EI) and decision-making styles. We further indicate how consumers rely on emotional intelligence (EI) when purchasing products or services based on specific decision-making styles and patterns. We examine this issue by selecting customers who shop at the Accra and West Hills Malls. Seven hundred and fifty (750) respondents from the two selected malls comprised the study’s sample size. The respondents were chosen using the simple random and accidental/convenient sampling approach. The study hypotheses were examined using cross-sectional survey data. We use confirmatory factor analysis and structural equation modeling to analyze the data. We exhibit reliable information that emotional intelligence mediates the relationship between BT and BL, while the relationship between brand trust and brand loyalty is more strongly mediated at higher levels of EI. The result indicates a partial mediation between emotional intelligence and decision-making style through brand loyalty. This paper aims to increase knowledge on the importance of emotional intelligence from the perspective of customers through decision-making styles.

Suggested Citation

  • George Kankam & Isaac Tetteh Charnor, 2023. "Emotional intelligence and consumer decision-making styles: the mediating role of brand trust and brand loyalty," Future Business Journal, Springer, vol. 9(1), pages 1-11, December.
    • Handle: RePEc:spr:futbus:v:9:y:2023:i:1:d:10.1186_s43093-023-00239-8
    DOI: 10.1186/s43093-023-00239-8
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    References listed on IDEAS

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    1. Ju-Hyun Jin & Eun-Ju Lee, 2019. "The Mediating Effect of Workplace Spirituality on the Relation between Job Stress and Job Satisfaction of Cancer Survivors Returning to Work," IJERPH, MDPI, vol. 16(19), pages 1-13, September.
    2. Richard G. McFarland & Joseph C. Rode & Tasadduq A. Shervani, 2016. "A contingency model of emotional intelligence in professional selling," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 108-118, January.
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    Cited by:

    1. Thanuset Chokpiriyawat & Kampanat Siriyota, 2024. "Bridging Emotional Intelligence: Applications in Psychology through the Schutte Emotional Intelligence Scale (SEIS) in Thai Private Hospital Customers," International Review of Management and Marketing, Econjournals, vol. 14(5), pages 107-112, September.
    2. Siti Noor Aishah Mohd Sidik & Adilah Othman & Mohamad Zainol Abidin Adam & Kanesh Gopal, 2024. "How Loyal are You? Factors Influencing Consumer Brand Loyalty among Smartphone Users in Malaysia," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 605-617, September.

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