Customer Satisfaction and Consumer Advocacy: The Mediating Role of Brand Loyalty and the Moderating Role of Collective Culture

DOI

10.2991/978-94-6239-626-5_27How to use a DOI?

Keywords

Customer Satisfaction; Brand Loyalty; Consumer Advocacy; Collectivist Culture; Conceptual Analysis

Abstract

The objective of this study is to assess the mediating effect of customer satisfaction and brand loyalty on consumer advocacy, where collectivistic culture serves as a moderating variable. In today’s competitive digital space, consumers don’t only base their purchasing decisions on experience—they do so based on external information. Consumer effort, including word of mouth recommendation to others, is a significant measure of brand success both in sustaining loyalty and extending the market. Although the relationship between customer satisfaction and consumer advocacy has been widely discussed, the dynamics of this relationship in the context of collective culture still require further research. A collective culture, which emphasizes social values and group norms, can strengthen the relationship between customer satisfaction, brand loyalty, and consumer advocacy. This research uses a conceptual approach to integrate collective culture as a moderator in a model that links customer satisfaction, brand loyalty, and consumer advocacy. The findings are expected to provide new insights into understanding consumer behavior in an increasingly competitive market and support culture-based marketing strategies.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Wahyu Tri Untoro
AU  - Ambar Lukitaningsih
PY  - 2026
DA  - 2026/04/15
TI  - Customer Satisfaction and Consumer Advocacy: The Mediating Role of Brand Loyalty and the Moderating Role of Collective Culture
BT  - Proceedings of the 1st International Conference on Business, Economic, and Social Sustainability (ICOBES 2025)
PB  - Atlantis Press
SP  - 361
EP  - 374
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-626-5_27
DO  - 10.2991/978-94-6239-626-5_27
ID  - Untoro2026
ER  -