Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal

PurposeThis study aims to investigate the effect of brand transgression severity on different behavioral responses (BRs). In addition, the role of perceived brand betrayal (BB) is examined as a mediator between brand transgression severity and BRs.Design/methodology/approachA total number of 331 cus...

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Bibliographic Details
Published in:Consumer Behavior in Tourism and Hospitality 2023-11, Vol.18 (4), p.483-498
Main Authors: Rasouli, Nasrin, Alimohammadirokni, Mohammad, Rasoolimanesh, S. Mostafa, Momayez, Ayatollah, Emadlou, Nafas (Atefeh)
Format: Article
Language:English
Subjects:
Avoidance behavior
Behavior
Consumers
Customer services
Customers
Emotions
Failure
Hotels & motels
Hypotheses
Perceptions
Reparations
Statistical sampling
Third party
Travel agencies
Word of mouth advertising
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Summary:PurposeThis study aims to investigate the effect of brand transgression severity on different behavioral responses (BRs). In addition, the role of perceived brand betrayal (BB) is examined as a mediator between brand transgression severity and BRs.Design/methodology/approachA total number of 331 customers of Tehran travel agencies were recruited as the statistical sample. Partial least squares-structural equation modeling (PLS-SEM) using SmartPLS 4 software was used to analyze the collected data.FindingsThe results showed that the severity of brand transgression significantly affects perceived BB and customer BR, including avoidance and retaliatory behaviors. Moreover, the results showed that perceived BB has a mediating role in the relationship between brand transgression severity and reparatory and retaliatory behaviors.Originality/valueThis study adds to the understanding of consumer behavior by demonstrating how customers react to brand transgression severity through perceived BB.
ISSN:2752-6666
2752-6674
DOI:10.1108/CBTH-06-2023-0071