Reinforcement of Customers’ Extra-Role Behavior byBrand Personality andOnlineBrand Experience in DigitalBusiness Environment

Abstract

The expansion of digital business is along with opportunities and challenges, one of the most important challenges is the negative information about the brands. Marketing managers task is to reinforce the resilience of customers towards this negative information. On the other hand, in the two last decades, most of research in field of brand personality and experience has focused on their definitions and traits and this study by concentrating on personality and experience created on digital environment tries to examine their effects on consumers’ actual behavior through mediating role of brand attitude and brand loyalty. Based on the hypothesis conceptual model of the research was designed and by using questionnaire 311 users of the service delivery applications were collected. After verifying the validity and reliability, the hypotheses were tested using SEM. The results showed that brand personality and online brand experience have direct effect on customers’ brand attitude and brand loyalty, which brand experience effect is more than brand personality. Also, the results confirm brand attitude and brand loyalty effect on customers' resilience to negative information. If a brand in online environment deliver a unique and desirable experience and attractive personality to consumers, it can have positive effect on consumers extra-role behavior in social media, these consumers will support and discuss positively of brand in social media. The results of research can be useful for managers and marketers who search for create and maintain long-term relationship with consumers.

Keywords

• online brand experience
• brand personality
• resilience to negative information
• digital business