The relationship between employee self-concept, brand identity, brand pride and brand citizenship behaviour and customer satisfaction Online publication date: Fri, 05-Mar-2021
by Sara Jahan Abadi; Zahra Mahdavipour; Ali Rezaei; Fateme Nazari
International Journal of Business Excellence (IJBEX), Vol. 23, No. 2, 2021
Abstract: The aim of this study is to examine the relationship between employee self-concept, brand identity, brand pride and brand citizenship behaviour and customer satisfaction. This study uses data from the service employees and customers in the hotel industry in Isfahan in 2016. The 357 customer-employee pairs filled out a questionnaire. A structural equation modelling technique using SPSS and AMOS software was used to analyse data of the questionnaire. The results of this study show consistency of brand and actual self and ideal self of employees had a positive and significant effect on brand identification and brand pride. Moreover, brand identification had a positive and significant effect on brand pride. Brand identification and brand pride had a positive and significant effect on brand citizenship behaviour which led to customer satisfaction.
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