Linking customer mindsets, brand engagement, and citizenship behavior: the moderating role of brand trust

• Published in: The journal of product & brand management 2024-04, Vol.33 (3), p.385-396
• Main Authors: Soomro, Suhaib Ahmed, Eyupoglu, Serife Zihni, Ali, Fayaz
• Format: Article
• Language: English
• Subjects: Brand loyalty; Brand management; Brands; Citizenship; Cognition & reasoning; Consumer attitudes; Consumer behavior; Consumers; Customer services; Emotions; Feedback; Influence; Social responsibility
• ISSN: 1061-0421; 2054-1643; 1061-0421
• DOI: 10.1108/JPBM-05-2023-4493

Purpose The paper aims to explore the relationship between customer mindsets and customer citizenship behavior. This study used the cognitive-affective-behavioral model to examine how customer mindsets relate to customer citizenship behavior. In addition, it investigated the mediating effect of customer brand engagement and moderating role of brand trust. Design/methodology/approach The study used a self-administered online survey from 412 respondents using cellular mobile operating brands. Partial least square structural equation modeling was used to analyze the collected data. Findings The results revealed that growth-mindset customers directly and significantly influence customer citizenship behavior. The impact of a fixed mindset on customer citizenship behavior is indirect through customer brand engagement. The moderating findings revealed that the effect of brand trust on the relationship between customer brand engagement and customer citizenship behavior is higher than that between the fixed mindset and customer brand engagement. Practical implications The findings provide valuable insights for marketing and brand managers to design marketing campaigns considering different mindsets to generate customer citizenship behavior among customers. Originality/value This study provides new avenues in consumer psychology and behavior by unfolding the underlying mechanism through which mindsets lead to customer citizenship behavior, contributing to existing knowledge by extending the cognitive-affective-behavioral model.