Friends or freeloaders? To what degree should brands and consumers entertain the concept of mitigating losses, when relations sour?
Wilson, Jonathan A.J. and Morgan, Joseph E. (2010) Friends or freeloaders? To what degree should brands and consumers entertain the concept of mitigating losses, when relations sour? In: 1st International Colloquium on the Consumer-Brand Relationship (CBR), 23rd-24th April 2010, Rollins College, Winter Park, Orlando, USA. (Unpublished)Full text not available from this repository.
Purpose – To examine consumers’ feelings, when consumer brand relationships fall short of expectations and how these can be addressed.
Design/methodology/approach - Inductive reasoning and syllogisms, as a basis for conceptual metaphor theory and critical discourse analysis. Evidence gathered from literature reviews - supported by anecdotal evidence, personal observations and experiences.
Findings - Increasingly, brands are able to embed themselves into brand-centric communities. Subsequently, through networks and socialisation processes, convergences around a brand serve as conduits for defining meaning and identity. However within brand relationships, there lies the added inference that brands shoulder a greater social responsibility than their consumers. Therefore, when there is a breakdown in trust, or delivery of standards, the brand may become liable for a form of mediating compensation. The position of the authors is that the more those brands push themselves towards friendships, consumers will respond by expecting some form of loss mitigation, associated more with the intangible aspects of that brand - lead by experiential elements and reputation.
Practical implications - brands should consider their role in maintaining friendships, beyond consumption-based loyalty.
Originality/value - In light of this, new thinking suggests that brands should attempt to mitigate the non-functional and emotional losses that consumers may feel.
Paper type - Conceptual
|Item Type:||Conference or Workshop Item (Poster)|
|Additional Information:|| This poster was presented as part of a Poster Session within the 1st International Consumer Brand Relationship Colloquium, on 24th April 2010.|
|Uncontrolled Keywords:||brand communities, brand relationship, brand friendship, corporate social responsibility|
|Subjects:||H Social Sciences > HF Commerce|
|School / Department / Research Groups:||School of Business|
School of Business > Department of Marketing, Events & Tourism
|Last Modified:||01 Nov 2012 14:43|
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