The Grounded Theory Approach to Consumer-brand Engagement: The Practitioner's Standpoint

Abstract

Since currently there is no established, unitary and shared theory on consumer–brand engagement (CBE), this exploratory study is aimed at inductively proposing a preliminary conceptual framework of CBE disclosing the knowledge embedded in marketing practice. Our study is designed according to a Grounded Theory approach and it is focused on how practitioners conceive and pursue CBE through their branding strategies and tactics. Findings reveal that CBE is seen by practitioners as a dynamic and process-based concept evolving in intensity on the basis of the brand capability of increasingly intercepting consumers' desires and expectations using all possible physical and virtual touchpoints between brand and consumers. CBE appears as an overarching marketing concept encapsulating different consumer decision-making dimensions, from brand preference to brand purchase. Furthermore CBE emerges as a multi-dimensional construct that beyond traditional cognitive, emotional and conative dimensions seems to be based on emerging experiential and social dimensions that appear as its central elements.