Social media engagement: a model of antecedents and relational outcomes

References

• Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of Marketing, 69(3), 19–34. doi:10.1509/jmkg.69.3.19.66363
   Web of Science ®Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037//0033-2909.103.3.411
   Web of Science ®Google Scholar
• Ashley, C., & Tuten, T. (2015). Creative strategies in social media marketing: An exploratory study of branded social content and consumer engagement. Psychology & Marketing, 32(1), 15–27. doi:10.1002/mar.20761
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23(1), 45–61. doi:10.1016/j.ijresmar.2006.01.005
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. doi:10.1007/bf02723327
   Google Scholar
• Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 421–458. doi:10.2307/2393203
   Web of Science ®Google Scholar
• Blazevic, V., Wiertz, C., Cotte, J., De Ruyter, K., & Keeling, D. I. (2014). GOSIP in cyberspace: Conceptualization and scale development for general online social interaction propensity. Journal of Interactive Marketing, 28(2), 87–100. doi:10.1016/j.intmar.2013.09.003
   Web of Science ®Google Scholar
• Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74. doi:10.2753/mtp1069-6679170105
   Google Scholar
• Breidbach, C., Brodie, R., & Hollebeek, L. (2014). Beyond virtuality: From engagement platforms to engagement ecosystems. Managing Service Quality, 24(6), 592–611. doi:10.1108/msq-08-2013-0158
   Google Scholar
• Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. doi:10.1177/1094670511411703
   Web of Science ®Google Scholar
• Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114. doi:10.1016/j.jbusres.2011.07.029
   Web of Science ®Google Scholar
• Calder, B. J., Malthouse, E. C., & Schaedel, U. (2009). An experimental study of the relationship between online engagement and advertising effectiveness. Journal of Interactive Marketing, 23(4), 321–331. doi:10.1016/j.intmar.2009.07.002
   Web of Science ®Google Scholar
• Casaló, L. V., Flavián, C., & Guinalíu, M. (2010). Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions. Tourism Management, 31(6), 898–911. doi:10.1016/j.tourman.2010.04.007
   Web of Science ®Google Scholar
• Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93. doi:10.1509/jmkg.65.2.81.18255
   Google Scholar
• Chaudhuri, A., & Holbrook, M. B. (2002). Product-class effects on brand commitment and brand outcomes: The role of brand trust and brand affect. The Journal of Brand Management, 10(1), 33–58. doi:10.1057/palgrave.bm.2540100
   Google Scholar
• de Villiers, R. (2015). Consumer brand enmeshment: Typography and complexity modeling of consumer brand engagement and brand loyalty enactments. Journal of Business Research, 68(9), 1953–1963. doi:10.1016/j.jbusres.2015.01.005
   Web of Science ®Google Scholar
• de Vries, L., Gensler, S., & Leeflang, P. S. (2012). Popularity of brand posts on brand fan pages: An investigation of the effects of social media marketing. Journal of Interactive Marketing, 26(2), 83–91. doi:10.1016/j.intmar.2012.01.003
   Web of Science ®Google Scholar
• Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand communities: A social media perspective. Journal of Product & Brand Management, 24(1), 28–42. doi:10.1108/jpbm-06-2014-0635
   Web of Science ®Google Scholar
• Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2016). Capturing consumer engagement: Duality, dimensionality and measurement. Journal of Marketing Management, 32(5–6), 399–426. doi:10.1080/0267257x.2015.1130738
   Web of Science ®Google Scholar
• Dholakia, U. M., Bagozzi, R. P., & Pearo, L. K. (2004). A social influence model of consumer participation in network-and small-group-based virtual communities. International Journal of Research in Marketing, 21(3), 241–263. doi:10.1016/j.ijresmar.2003.12.004
   Web of Science ®Google Scholar
• Dolan, R., Conduit, J., Fahy, J., & Goodman, S. (2016). Social media engagement behaviour: A uses and gratifications perspective. Journal of Strategic Marketing, 24(3–4), 261–277. doi:10.1080/0965254X.2015.1095222
   Web of Science ®Google Scholar
• Dwivedi, A. (2015). A higher-order model of consumer brand engagement and its impact on loyalty intentions. Journal of Retailing and Consumer Services, 24, 100–109. doi:10.1016/j.jretconser.2015.02.007
   Web of Science ®Google Scholar
• El-Manstrly, D., & Harrison, T. (2013). A critical examination of service loyalty measures. Journal of Marketing Management, 29(15–16), 1834–1861. doi:10.1080/0267257x.2013.803139
   Google Scholar
• Forrester Research. (2014). Predictions 2015: Social media grows up: A stable social landscape will foster marketing, customer insights, and sales success. [Online]. Retrieved from https://www.forrester.com/Predictions+2015+Social+Media+Grows+Up/fulltext/-/E-RES119621?docid=119621andal=0
   Google Scholar
• Fournier, S., & Avery, J. (2011). The uninvited brand. Business Horizons, 54(3), 193–207. doi:10.1016/j.bushor.2011.01.001
   Web of Science ®Google Scholar
• France, C., Merrilees, B., & Miller, D. (2016). An integrated model of customer-brand engagement: Drivers and consequences. Journal of Brand Management, 23(2), 119–136. doi:10.1057/bm.2016.4
   Web of Science ®Google Scholar
• Gambetti, R., & Graffigna, G. (2010). The concept of engagement: A systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52(6), 801–826. doi:10.2501/s147078531020166
   Web of Science ®Google Scholar
• Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. doi:10.2307/1251946
   Web of Science ®Google Scholar
• Geissinger, A., & Laurell, C. (2016). User engagement in social media: An explorative study of Swedish fashion brands. Journal of Fashion Marketing and Management: An International Journal, 20(2), 177–190. doi:10.1108/jfmm-02-2015-0010
   Google Scholar
• Hair, J., Bush, R., & Ortinau, D. (2006). Marketing research within a changing environment (3rd ed.). New York, NY: McGraw-Hill/Irwin.
   Google Scholar
• Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. doi:10.1177/1094670510375460
   Web of Science ®Google Scholar
• Hofstede, G. 2014. Cultural tools: Country comparison [Online]. Retrieved 29 December 2014, from: http://geert-hofstede.com/countries.html.
   Google Scholar
• Hollebeek, L. D. (2011a). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807. doi:10.1080/0267257x.2010.500132
   Google Scholar
• Hollebeek, L. (2011b). Exploring customer brand engagement: Definition and themes. Journal of Strategic Marketing, 19(7), 555–573. doi:10.1080/0965254x.2011.599493
   Google Scholar
• Hollebeek, L., & Chen, T. (2014). Exploring positively-versus negatively-valenced brand engagement: A conceptual model. Journal of Product & Brand Management, 23(1), 62–74. doi:10.1108/JPBM-06-2013-0332
   Google Scholar
• Hollebeek, L. D., Conduit, J., & Brodie, R. J. (2016). Strategic drivers, anticipated and unanticipated outcomes of customer engagement. Journal of Marketing Management, 32(5–6), 393–398. doi:10.1080/0267257x.2016.1144360
   Web of Science ®Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28(2), 149–165. doi:10.1016/j.intmar.2013.12.002
   Web of Science ®Google Scholar
• Hollenbeck, C. R., & Kaikati, A. M. (2012). Consumers’ use of brands to reflect their actual and ideal selves on Facebook. International Journal of Research in Marketing, 29(4), 395–405. doi:10.1016/j.ijresmar.2012.06.002
   Web of Science ®Google Scholar
• Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation a service system perspective. Journal of Service Research, 17(3), 247–261. doi:10.1177/1094670514529187
   Web of Science ®Google Scholar
• Jang, H., Olfman, L., Ko, I., Koh, J., & Kim, K. (2008). The influence of on-line brand community characteristics on community commitment and brand loyalty. International Journal of Electronic Commerce, 12(3), 57–80. doi:10.2753/jec1086-4415120304
   Web of Science ®Google Scholar
• Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53(1), 59–68. doi:10.1016/j.bushor.2009.09.003
   Web of Science ®Google Scholar
• Lastovicka, J. L., & Gardner, D. (1979). Components of involvement. In J. C. Maloney & B. Silverman (Eds.), Attitude research plays for high stakes (pp. 53–73). Chicago: American Marketing Association.
   Google Scholar
• Laurent, G., & Kapferer, J.-N. (1985). Measuring consumer involvement profiles. Journal of Marketing Research, 22(1), 41–53. doi:10.2307/3151549
   Web of Science ®Google Scholar
• Leckie, C., Nyadzayo, M. W., & Johnson, L. W. (2016). Antecedents of consumer brand engagement and brand loyalty. Journal of Marketing Management, 32(5–6), 558–578. doi:10.1080/0267257x.2015.1131735
   Web of Science ®Google Scholar
• Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. doi:10.1509/jm.15.0420
   Web of Science ®Google Scholar
• Malhotra, A., Malhotra, C. K., & See, A. (2012). How to create brand engagement on Facebook. MIT Sloan Management Review, 54(2), 18–20.
   Web of Science ®Google Scholar
• Malthouse, E. C., Calder, J. C., Kim, S. J., & Vandenbosch, M. (2016). Evidence that user-generated content that produces engagement increases purchase behaviors. Journal of Marketing Management, 32(5–6), 427–444. doi:10.1080/0267257x.2016.1148066
   Web of Science ®Google Scholar
• Marbach, J., Lages, C. R., & Nunan, D. (2016). Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5–6), 502–525. doi:10.1080/0267257x.2015.1128472
   Web of Science ®Google Scholar
• Marzocchi, G., Morandin, G., & Bergami, M. (2013). Brand communities: Loyal to the community or the brand? European Journal of Marketing, 47(1/2), 93–114. doi:10.1108/03090561311285475
   Web of Science ®Google Scholar
• Matzler, K., Pichler, E., Füller, J., & Mooradian, T. A. (2011). Personality, person-brand fit, and brand community: An investigation of individuals, brands, and brand communities. Journal of Marketing Management, 27(9–10), 874–890. doi:10.1080/0267257x.2010.543634
   Google Scholar
• Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925. doi:10.1016/j.jbusres.2009.05.014
   Web of Science ®Google Scholar
• Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314–328. doi:10.2307/3172742
   Web of Science ®Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. doi:10.2307/1252308
   Web of Science ®Google Scholar
• MSI, Marketing Science Institute (2014), 2014-2016 Research priorities. Retrieved from http://www.msi.org/research/2014-2016-research-priorities/
   Google Scholar
• Murphy, J., Hill, C. A., & Dean, E. (2014). Social media, sociality, and survey research. In C. A. Hill, E. Dean, & J. Murphy (eds), Social Media, Sociality, and Survey Research (1st ed., pp. 1–33). Hoboken, NJ: John Wiley and Sons, Inc.
   Google Scholar
• Odin, Y., Odin, N., & Valette-Florence, P. (2001). Conceptual and operational aspects of brand loyalty: An empirical investigation. Journal of Business Research, 53(2), 75–84. doi:10.1016/s0148-2963(99)00076-4
   Web of Science ®Google Scholar
• Patterson, A. (2012). Social-networkers of the world, unite and take over: A meta-introspective perspective on the Facebook brand. Journal of Business Research, 65(4), 527–534. doi:10.1016/j.jbusres.2011.02.032
   Web of Science ®Google Scholar
• Porter, C. E., & Donthu, N. (2008). Cultivating trust and harvesting value in virtual communities. Management Science, 54(1), 113–128. doi:10.1287/mnsc.1070.0765
   Web of Science ®Google Scholar
• Ruvio, A., Shoham, A., & Brencic, M. M. (2008). Consumers’ need for uniqueness: Short-form scale development and cross-cultural validation. International Marketing Review, 25(1), 33–53. doi:10.1108/02651330810851872
   Web of Science ®Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272. doi:10.1108/02651330810851872
   Web of Science ®Google Scholar
• Sashittal, H. C., DeMar, M., & Jassawalla, A. R. (2016). Building acquaintance brands via Snapchat for the college student market. Business Horizons, 59(2), 193–204. doi:10.1016/j.bushor.2015.11.004
   Web of Science ®Google Scholar
• Schau, H. J., Muñiz, A. M., Jr., & Arnould, E. J. (2009). How brand community practices create value. Journal of Marketing, 73(5), 30–51. doi:10.1509/jmkg.73.5.30
   Web of Science ®Google Scholar
• Schivinski, B., Christodoulides, G., & Dabrowski, D. (2016). Measuring consumers’ engagement with brand-related social-media content. Journal of Advertising Research, 56(1), 64–80. doi:10.2501/JAR-2016-004
   Web of Science ®Google Scholar
• Social Bakers. 2014. Top 15 facebook brand pages by engagement rate [socialbakers pro] [online]. Retrieved 4 February 2015, from http://www.socialbakers.com/blog/370-top-15-facebook-brand-pages-by-engagement-rate-socialbakers-pro.
   Google Scholar
• Solem, B. A. A., & Pedersen, P. E. (2016). The effects of regulatory fit on customer brand engagement: An experimental study of service brand activities in social media. Journal of Marketing Management, 32(5–6), 445–468. doi:10.1080/0267257x.2016.1145723
   Web of Science ®Google Scholar
• Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92–104. doi:10.1509/jmkr.46.1.92
   Web of Science ®Google Scholar
• Statista. (2016). Global social networks ranked by number of users 2016. [Online]. Retrieved from http://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/
   Google Scholar
• van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. doi:10.1177/1094670510375599
   Web of Science ®Google Scholar
• Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252. doi:10.1177/1094670510375461
   Web of Science ®Google Scholar
• Vivek, S. D., Beatty, S. E., Dalela, V., & Morgan, R. M. (2014). A generalized multidimensional scale for measuring customer engagement. Journal of Marketing Theory and Practice, 22(4), 401-420. doi:10.2753/MTP1069-6679220404
   Google Scholar
• Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. doi:10.2753/mtp1069-6679200201
   Google Scholar
• Wiertz, C., & De Ruyter, K. (2007). Beyond the call of duty: Why customers contribute to firm-hosted commercial online communities. Organization Studies, 28(3), 347–376. doi:10.1177/0170840607076003
   Web of Science ®Google Scholar
• Wirtz, J., Den Ambtman, A., Bloemer, J., Horváth, C., Ramaseshan, B., van de Klundert, J., & Kandampully, J. (2013). Managing brands and customer engagement in online brand communities. Journal of Service Management, 24(3), 223–244. doi:10.1108/09564231311326978
   Web of Science ®Google Scholar
• Wu, L., & Chen, J. L. (2005). An extension of trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study. International Journal of Human-Computer Studies, 62(6), 784–808. doi:10.1016/j.ijhcs.2005.03.003
   Web of Science ®Google Scholar
• Yang, S., Lin, S., Carlson, J. R., & Ross, W. T., Jr. (2016). Brand engagement on social media: Will firms’ social media efforts influence search engine advertising effectiveness? Journal of Marketing Management, 32(5–6), 526–557. doi:10.1080/0267257x.2016.1143863
   Web of Science ®Google Scholar
• Zaglia, M. E. (2013). Brand communities embedded in social networks. Journal of Business Research, 66(2), 216–223. doi:10.1016/j.jbusres.2012.07.015
   PubMed Web of Science ®Google Scholar