Journal of Northeastern University(Social Science) ›› 2021, Vol. 23 ›› Issue (2): 38-47.DOI: 10.15936/j.cnki.1008-3758.2021.02.006

• Economics and Management • Previous Articles     Next Articles

Will Free Gifts Please Customers: Views Under Benefit Congruency Framework

ZHANG Yuexian1,2, WU Meizhi1, MA Qinhai1   

  1. (1. School of Business Administration, Northeastern University, Shenyang 110169, China; 2. School of Management, Northeastern University at Qinhuangdao, Qinhuangdao 066004, China)
  • Online:2021-05-12 Published:2021-03-23
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Abstract: In order to grasp the essence of free gifts promotion based on the theory of benefit congruency framework, this paper constructs a model that affects customer delight and examines the moderating effect of perceived uncertainty and customer type. It is found in the study that compared with not giving free gifts, free gifts promotion can significantly enhance customer delight. Hedonic gifts are more effective than utilitarian gifts in driving customer delight when customers purchase hedonic products. Differently, utilitarian gifts and hedonic gifts have no significant difference in driving delight when customers purchase utilitarian products. Additionally, customer type and perceived uncertainty significantly moderate the relationship between hedonic product-gift promotion benefits and customer delight.

Key words: free gifts promotion; benefit congruency framework; perceived uncertainty

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