Exploring relationships between customer-based brand equity and its drivers and consequences in the hotel context. An impact-asymmetry assessment

Abstract

The development of customer-based brand equity plays a critical role in tourism. This paper attempts to study which variables contribute to brand equity creation and to examine whether brand loyalty can be considered as a consequence of brand equity in the hotel context. In addition, it seeks to provide more detailed insights into possible asymmetric effects among customer-based brand equity and its drivers and consequences. Four constructs are found to influence significantly brand equity: two perceptual (image and perceived quality) and two relational variables (trust and affective commitment). Additionally, both behavioural and attitudinal components of loyalty are confirmed as brand equity outcomes. The impact-asymmetry analysis reveals that perceived quality does not play a significant role in explaining brand equity, while awareness and trust emerge to have a significant negatively asymmetric impact. The paper is novel as the proposed model includes two new variables that are deemed critical to hospitality research, that is, trust and affective commitment. The relationship structure of the model is new to the literature as loyalty is conceptualized as a consequence of brand equity, thus confirming theoretical assumptions with limited empirical evidence. Finally, it is the first study that examines asymmetric impacts of customer-based brand equity drivers.

Keywords:

• customer-based brand equity
• brand awareness
• brand image
• perceived quality
• brand trust
• affective brand commitment
• behavioural loyalty
• attitudinal loyalty
• impact-asymmetry assessment

Additional information

Funding

The authors are thankful for the support of the project ECO2013-43353-R of the Spanish Ministry of Economy and Competitiveness and the project DESTBRAND UIP-2014-09-7005 of the Croatian Science Foundation.