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The Impact of Value Congruence on Consumer-Service Brand Relationships

^* To whom correspondence should be addressed. E-mail: tsjingzhang{at}hotmail.com.

	Abstract

By integrating results from literature pertaining to social psychology, organizational behavior, and relationship marketing, the authors develop and test a model that explains how value congruence affects the key components of consumer-brand relationship quality and outcomes, including satisfaction, trust, affective commitment, and loyalty. Using structural equation modeling, they test the model with data from a survey of 1,037 consumers of clothing stores and banks in the Netherlands. The results show that value congruence has significant direct, positive effects on satisfaction, trust, affective commitment, and loyalty. Furthermore, value congruence indirectly influences loyalty through satisfaction, trust, and affective commitment. The authors discuss the implications of these findings for marketing theory and practice.

First published on August 28, 2008, doi:10.1177/1094670508322561

Journal of Service Research 2008;11:161.

A more recent version of this article appeared on November 1, 2008


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