Inter-Country Customer-Perspective Analysis of Strategic Antecedents and Consequences for Post-Purchase Behaviour in Integrated Marketing Communications (IMC)

Abstract

The lack of understanding of cross-national integrated marketing communications (IMC) implementation and consumer behavior is an obstacle for international companies. In this inter-country comparison, we analyze IMC antecedents and consequences from the customers’ perspective in a developed and a developing economy. The results show that customer orientation, but not technology orientation, positively influenced IMC and, indirectly, post-purchase behavior, in both economies. Cross-economy differences were also evident, specifically, that the positive effect of IMC on post-purchase evaluation and behavior was stronger in the developing economy. However, customer satisfaction more strongly mediated the relationship between IMC and post-purchase behavior (word-of-mouth and repurchase intention) in the developed economy.

Keywords:

• customer-centred IMC
• inter-country comparison
• post-purchase behavior
• strategic orientation