Location
Grand Wailea, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
7-1-2020 12:00 AM
End Date
10-1-2020 12:00 AM
Description
As social media provide companies with opportunities to create touch-points by enabling consumers to interact with brands in new ways, a key issue for organizations is how to use brand communities to engage customers and enhance their relationships with brands. Brand community interactivity is one of the latest developments to engage consumers in online brand communities. The objective of brand communities is not only to attract potential customers, but also to retain loyal consumers and gain advocates. Thus, brands and companies’ social media activity should be appropriately organized and managed for high-level consumer brand engagement (CBE), which is a comprehensive construct that allow companies to examine the bond between their brands and consumers. The essence of this CBE bond is related to the involvement of consumers, as it increases the touch-points between them and the brand. This study examined perceived interactivity as a driving factor in the context of a brand community on social media with the purpose of encouraging consumer community engagement, community satisfaction, and consumer brand engagement (CBE). Two second-order constructs were operationalized in the research model. Communication, responsiveness, and control were treated as reflective factors to create the second-order construct “perceived interactivity,” while the other second-order construct “CBE” comprised cognitive processing, affection, and activation as reflective indicators. The results, based on data collected from 328 social media users who are followers of a smartphone brand’s Facebook page, indicated that perceived interactivity is likely to significantly affect consumer community engagement and community satisfaction, which in turn foster brand engagement. Successful social media marketing practices for companies should take responsibility for transforming consumer community engagement into CBE, as it is imperative for organizations building brand communities to enhance their consumer community satisfaction through proper community management to achieve high CBE.
Understanding the antecedents of consumer brand engagement by managing brand communities on social media
Grand Wailea, Hawaii
As social media provide companies with opportunities to create touch-points by enabling consumers to interact with brands in new ways, a key issue for organizations is how to use brand communities to engage customers and enhance their relationships with brands. Brand community interactivity is one of the latest developments to engage consumers in online brand communities. The objective of brand communities is not only to attract potential customers, but also to retain loyal consumers and gain advocates. Thus, brands and companies’ social media activity should be appropriately organized and managed for high-level consumer brand engagement (CBE), which is a comprehensive construct that allow companies to examine the bond between their brands and consumers. The essence of this CBE bond is related to the involvement of consumers, as it increases the touch-points between them and the brand. This study examined perceived interactivity as a driving factor in the context of a brand community on social media with the purpose of encouraging consumer community engagement, community satisfaction, and consumer brand engagement (CBE). Two second-order constructs were operationalized in the research model. Communication, responsiveness, and control were treated as reflective factors to create the second-order construct “perceived interactivity,” while the other second-order construct “CBE” comprised cognitive processing, affection, and activation as reflective indicators. The results, based on data collected from 328 social media users who are followers of a smartphone brand’s Facebook page, indicated that perceived interactivity is likely to significantly affect consumer community engagement and community satisfaction, which in turn foster brand engagement. Successful social media marketing practices for companies should take responsibility for transforming consumer community engagement into CBE, as it is imperative for organizations building brand communities to enhance their consumer community satisfaction through proper community management to achieve high CBE.
https://aisel.aisnet.org/hicss-53/dsm/dsm_and_communities/8