Search results

Because communication channels are inherently unique, they may differentially affect customers depending on their preferred communication style. Therefore, the information that firms provide might not have the intended effect, which is to increase program loyalty. The purpose of the current study is to present a marketing communication model that focuses on promoting program loyalty via self-congruity with the communication style of information channels.

The study introduces a self-congruity theory-based structural equation model, which is validated through an online sample of 575 respondents. The model begins with communication style and investigates its impact on satisfaction and loyalty in relation to hotel loyalty program members.

The model confirms that different forms of communication have varying levels of relevance to program loyalty. Communication style, information quality, self-congruity and satisfaction are all significant predictors of program loyalty.

Management can cultivate a community of loyal program members through the recognition of self-image congruence and its relationship with communication style, along with a solid understanding of target markets.

Despite the apparent influence that communication has on loyalty, very little research evaluates the typologies (firm-created and customer-created), dimensions (electronic and in-person) and attributes of information in terms of their effects on program loyalty.

The aim of this paper is to identify the best marketing communications for policy messages that makes these messages acceptable and fair to the public. Within the context of the Vehicle Miles Traveled (VMT) tax, this paper examines how framing messages through the alternative perspective of tribalism can increase individual support towards the corresponding policy.

The paper uses a mixed methods approach. Study 1 uses a qualitative content analysis process based on grounded theory to identify the themes that surround 331 public comments on a transportation policy. Study 2 follows with two 2x2 quantitative factorial experiments to test specific hypotheses.

If messages are framed to address the collective losses of the political tribe for collective good, then they generate more favorable attitudes towards the policy, as opposed to the self-interest perspective.

This paper focuses on two political tribes: the collective good and self-interest. Additional research needs to address the other socially symbolic political tribes to develop the empirical research on the theory of tribalism.

The marketing of public policy based on traditional segmentation is limiting. Policy messages can be more salient if they are framed for the political consumption of the socially symbolic tribe.

A key contribution is that the paper is the first to use a mixed methods approach, with two studies that examine the effects of framing policy from a tribalism perspective.