Relationship norms, rewards and consumer-brand bonds : when cultural context and attachment anxiety matter

Abstract

PURPOSE : The consumer–brand relationship (CBR) literature is grounded in the notion that CBRs mirror interpersonal relationships. Yet little research has examined whether the relational norms that underpin these relationships operate consistently across cultural contexts. This study challenges the assumption that consumers universally value balanced and equitable relationships. It examines two contrasting national settings to explore how the norms guiding relational engagement vary across cultural contexts, focusing on differences in relational norms (communal vs exchange) and relational rewards (intrinsic vs extrinsic). Cultural dimensions such as power distance provide a useful interpretive lens for understanding these differences. DESIGN/METHODOLOGY/APPROACH : The study uses the student–university relationship as the empirical context to investigate cultural differences in CBRs. A cross-cultural survey was administered to 511 respondents in the United Kingdom and 263 respondents in Ghana. FINDINGS : The results reveal distinct relational patterns across the two cultural contexts examined. In the UK, communal and exchange-based CBRs aligned with conventional relationship theories. In Ghana, however, these patterns diverged from expected distinctions between communal and exchange norms. Furthermore, attachment anxiety interacted with cultural context, moderating the effects of relational norms and attenuating contextual differences. ORIGINALITY/VALUE : This study contributes to the growing body of CBR research by introducing a cross-cultural perspective. It demonstrates that relational norms are not universally applied but vary across contrasting cultural contexts and are further shaped by individual attachment styles. These findings offer actionable insights for relationship marketing strategists, highlighting the importance of adapting approaches to both cultural and individual differences.