Brand Perception

This study aims to investigate the effect of advertising on expectations and perception of the brand with emphasis on the mediating role of customer experience management in the insurance industry. The present study is an applied research in terms of purpose. In terms of data collection method, it is a descriptive correlation and because the data were collected at a specific time, it is cross-sectional. Also, the main data for testing research hypotheses were collected in the field using a questionnaire. The statistical population of the present study consisted of customers of the insurance industry in Tehran. In order to determine the sample size, the principles of sample size in multivariate regression analysis were used to determine the sample size in structural equation modeling. The sample size was 385. The reliability and validity of the questionnaire were confirmed using face validity and reliability using confirmatory factor analysis, Cronbach's alpha coefficient and combined reliability. SPSS and LISREL software were used to analyze and test the research hypotheses. Findings from this study showed that advertising has a positive and significant effect on perception, brand expectation and customer experience management. Customer experience management also has a positive and significant effect on brand perception and expectation. Other findings of this study pointed to the positive and significant effect of the mediating role of customer experience management variable in the relationship between advertising and perception and expectations of the brand. Considering the findings of this study, advertising had the greatest effect on the customer experience. Also, the mediating effect of customer experience management variable in the relationship between advertising and brand perception was greater than the direct effect of advertising on brand perception.

Purpose: the present research was designed and implemented with the aim of presenting a prediction model for consumer purchase behavior with emphasis on brand perception of Shahrvand store. Methodology: in order to achieve the research objectives, qualitative and exploratory grounded theory approach was used. The sample required for investigating the research questions was obtained through theoretical sampling method. The required data were collected through profound and semi-structured interviews until theoretical saturation. Overall, 10 interviews were performed with the experts of marketing and industrial management, general psychology, the representatives and staff of chain stores. For data analysis, Strauss and Corbin methodical approach was used by going through three stages of open, axial, and selective coding. Eventually the paradigmatic model of the research was presented. Findings: at the end of the data analysis, 94 concepts were identified as 19 items and six main classes. The results indicated that perceived satisfaction with the brand, brand communication, and enjoyable motives were introduced as excellent and effective conditions on development of the axial dimension of consumer status, grantmaking based on behavior, perception, and expectations of consumers about services. They lead to repeated purchase behavior, brand dependence, and brand loyalty through perceived strategies, perceived after sale services, and perceived value creation for consumer. Conclusion: based on the findings, stores, relation-oriented marketing, and internal branding of the store were identified as the contextual conditions, and perception of environmental factors plus consumers' perceived experience as confounding conditions.