Unpacking the relationship between co-creation and brand equity: A multi-study approach

Abstract

Whilst some studies have shown that co-creation positively influences brand equity, others have found only marginal or even negative effects, and several failure cases of co-creation have been reported. To overcome the confusion generated by mixed findings, this paper unpacks the relationship between co-creation and brand equity, considering two variables relevant to any co-creation process as potential mediators: customer trust and customer affective commitment. In Study 1, we used survey data from 2008 customers of financial services brands. Study 2 consisted of a randomized lab experiment with 183 participants related to financial and hospitality services brands. Both studies converge in showing that co-creation does not have a direct effect on brand equity. Rather, this effect is either fully mediated by customer trust or follows the mediated path through customer trust and then customer affective commitment. These results open interesting avenues for further research regarding the potential use of co-creation.