Exploring the drivers of customer engagement behaviours in social network brand communities: towards a customer-learning model

References

• Anderson, E. T., & Simester, D. (2013). Advertising in a competitive market: The role of product standards, customer learning, and switching costs. Journal of Marketing Research, 50(4), 489–504. doi:10.1509/jmr.11.0538
   Web of Science ®Google Scholar
• Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402. doi:10.2307/3150783
   Web of Science ®Google Scholar
• Barney, J. B., Ketchen, D. J., & Wright, M. (2011). The future of resource-based theory? Journal of Management, 37(5), 1299–1315. doi:10.1177/0149206310391805
   Web of Science ®Google Scholar
• Bolliger, D. U., Supanakorn, S., & Boggs, C. (2010). Impact of podcasting on student motivation in the online learning environment. Computers and Education, 55(2), 714–722. doi:10.1016/j.compedu.2010.03.004
   Web of Science ®Google Scholar
• Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement. 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
• Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the internet—The state of etourism research. Tourism Management, 29(4), 609–623. doi:10.1016/j.tourman.2008.01.005
   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
• Campbell-Hunt, C. (2000). What have we learned about generic competitive strategy? A meta-analysis. Strategic Management Journal, 21(2), 127–154. doi:10.1002/(SICI)1097-0266(200002)21:2<127::AID-SMJ75>3.0.CO;2-1
   Web of Science ®Google Scholar
• Chu, S. C., & Sung, Y. (2015). Using a consumer socialization framework to Understand electronic Word-Of-Mouth (eWOM) group membership among brand followers on twitter. Electronic Commerce Research and Applications, 14(4), 251–260. doi:10.1016/j.elerap.2015.04.002
   Web of Science ®Google Scholar
• Churchill, G. A. Jr., & Moschis, G. P. (1979). Television and interpersonal influences on adolescent consumer learning. Journal of Consumer Research, 6(1), 23–35. doi:10.1086/208745
   Web of Science ®Google Scholar
• Colquitt, J. A., LePine, J. A., & Noe, R. A. (2000). Toward an integrative theory of training motivation: A meta-analytic path analysis of 20 years of research. Journal of Applied Psychology, 85(5), 678–707. doi:10.1037//0021-9010.g5.5.678
   PubMed Web of Science ®Google Scholar
• Cronbach, L. J., & Meehl, P. E. (1955). Construct validity in psychological tests. Psychological Bulletin, 52(4), 281–302. doi:10.1037/h0040957
   PubMed Web of Science ®Google Scholar
• Deshpande, R. (1983). ‘Paradigms lost’: On theory and method in research in marketing. Journal of Marketing, 47(4), 101–110. doi:10.2307/1251403
   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., Blazevic, V., Wiertz, C., & Algesheimer, R. (2009). Communal service delivery how customers benefit from participation in firm-hosted virtual P3 communities. Journal of Service Research, 12(2), 208–226. doi:10.1177/1094670509338618
   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
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi:10.2307/3151312
   Web of Science ®Google Scholar
• Gatignon, H., & Robertson, T. S. (1985). A propositional inventory for new diffusion research. Journal of Consumer Research, 11(4), 849–867. doi:10.1086/209021
   Web of Science ®Google Scholar
• Habibi, M. R., Laroche, M., & Richard, M.-O. (2014). The roles of brand community and community engagement in building brand trust on social media. Computers in Human Behavior, 37(August), 152–161. doi:10.1016/j.chb.2014.04.016
   Web of Science ®Google Scholar
• Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16(2), 250–279. doi:10.1016/0030-5073(76)90016-7
   Web of Science ®Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis. Upper Saddle River, NJ: Pearson Prentice Hall.
   Google Scholar
• Hair, J. F., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management and Data Systems, 117(3), 442–458. doi:10.1108/IMDS-04-2016-0130
   Web of Science ®Google Scholar
• Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. doi:10.2753/MTP1069-6679190202
   Google Scholar
• Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. doi:10.1108/EBR-10-2013-0128
   Google Scholar
• Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20(1), 277–319. doi:10.1108/S1474-7979(2009)0000020014
   Google Scholar
• Hibbert, S., Winklhofer, H., & Temerak, M. S. (2012). Customers as resource integrators. Journal of Service Research, 15(3), 247–261. doi:10.1177/1094670512442805
   Web of Science ®Google Scholar
• Higgins, E. T., & Scholer, A. A. (2009). Engaging the consumer: The science and art of the value creation process. Journal of Consumer Psychology, 19(2), 100–114. doi:10.1016/j.jcps.2009.02.002
   Web of Science ®Google Scholar
• Hinkin, T. R. (1995). A review of scale development practices in the study of organizations. Journal of Management, 21(5), 967–988. doi:10.1016/0149-2063(95)90050-0
   Web of Science ®Google Scholar
• Hollebeek, L. D. (2011). 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. 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
• Hutchinson, J. W., & Alba, J. W. (1991). Ignoring irrelevant information: Situational determinants of consumer learning. Journal of Consumer Research, 18(3), 325–345. doi:10.1086/209263
   Web of Science ®Google Scholar
• Hwang, Y.-H., Jani, D., & Jeong, H. K. (2013). Analyzing international tourists’ functional information needs: A comparative analysis of inquiries in an on-line travel forum. Journal of Business Research, 66(6), 700–705. doi:10.1016/j.jbusres.2011.09.006
   Web of Science ®Google Scholar
• Joo, J., & Sang, Y. (2013). Exploring Koreans’ smartphone usage: An integrated model of the technology acceptance model and uses and gratifications theory. Computers in Human Behavior, 29(6), 2512–2518. doi:10.1016/j.chb.2013.06.002
   Web of Science ®Google Scholar
• Jussila, J., Kärkkäinen, H., & Leino, M. (2012). Learning from and with customers with social media: A model for social customer learning. International Journal of Management, Knowledge and Learning, 1(1), 5–25.
   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
• Katz, E., Blumler, J. G., & Gurevitch, M. (1974). Utilization of mass communication by the individual. In J. G. Blumler, E. Katz, & C. A. Beverly Hills (Eds.), Uses of mass communications: current perspectives on gratifications research (19–32). Beverly Hills, CA: Sage.
   Google Scholar
• Kim, D. (2013). Under what conditions will social commerce business models survive? Electronic Commerce Research and Applications, 12(2), 69–77. doi:10.1016/j.elerap.2012.12.002
   Web of Science ®Google Scholar
• Kline, R. B. (2005). Principles and practice of structural equation modeling. New York, NY: Guilford.
   Google Scholar
• Ko, H., Cho, C.-H., & Roberts, M. S. (2005). Internet uses and gratifications: A structural equation model of interactive advertising. Journal of Advertising, 34(2), 57–70. doi:10.1080/00913367.2005.10639191
   Web of Science ®Google Scholar
• Kohler, T., Fueller, J., Matzler, K., & Stieger, D. (2011). Co-creation in virtual worlds: The design of the user experience. MIS Quarterly, 35(September), 773–788.
   Google Scholar
• Krapp, A. (1999). Interest, motivation and learning: An educational-psychological perspective. European Journal of Psychology of Education, 14(1), 23–40. doi:10.1007/BF03173109
   Web of Science ®Google Scholar
• Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310. doi:10.1177/1094670510375602
   Web of Science ®Google Scholar
• Lee, C. S., & Ma, L. (2012). News sharing in social media: The effect of gratifications and prior experience. Computers in Human Behavior, 28(2), 331–339. doi:10.1016/j.chb.2011.10.002
   Web of Science ®Google Scholar
• Liang, T.-P., Ho, Y.-T., Li, Y.-W., & Turban, E. (2011). What drives social commerce: The role of social support and relationship quality. International Journal of Electronic Commerce, 16(2), 69–90. doi:10.2753/JEC1086-4415160204
   Web of Science ®Google Scholar
• Liao, Y. W., Huang, Y. M., Chen, H. C., & Huang, S. H. (2015). Exploring the antecedents of collaborative learning performance over social networking sites in a ubiquitous learning context. Computers in Human Behavior, 43, 313–323. doi:10.1016/j.chb.2014.10.028
   Web of Science ®Google Scholar
• Lin, K.-Y., & Lu, H.-P. (2011). Why people use social networking sites: An empirical study integrating network externalities and motivation theory. Computers in Human Behavior, 27(3), 1152–1161. doi:10.1016/j.chb.2010.12.009
   Web of Science ®Google Scholar
• Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance in is research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865–1883. doi:10.1287/mnsc.1060.0597
   Web of Science ®Google Scholar
• Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451–466. doi:10.1086/209361
   Web of Science ®Google Scholar
• McAlexander, J. H., Schouten, J. W., & Koenig, H. F. (2002). Building brand community. Journal of Marketing, 66(1), 38–54. doi:10.1509/jmkg.66.1.38.18451
   Web of Science ®Google Scholar
• Muniz, A. M., & O’Guinn, T. C. (2001). Brand community. Journal of Consumer Research, 27(4), 412–432. doi:10.1086/319618
   Web of Science ®Google Scholar
• Nambisan, S., & Baron, R. A. (2007). Interactions in virtual customer environments: Implications for product support and customer relationship management. Journal of Interactive Marketing, 21(2), 42–62. doi:10.1002/dir.20077
   Web of Science ®Google Scholar
• Nunally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill.
   Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. doi:10.2307/3150499
   Web of Science ®Google Scholar
• Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. doi:10.1007/s11747-016-0485-6
   Web of Science ®Google Scholar
• Park, C. W., Jaworski, B. J., & Maclnnis, D. J. (1986). Strategic brand concept-image management. Journal of Marketing, 50(4), 135–145. doi:10.2307/1251291
   Web of Science ®Google Scholar
• Payne, A., Storbacka, K., Frow, P., & Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379–389. doi:10.1016/j.jbusres.2008.05.013
   Web of Science ®Google Scholar
• Pentina, I., Gammoh, B. S., Zhang, L., & Mallin, M. (2013). Drivers and outcomes of brand relationship quality in the context of online social networks. International Journal of Electronic Commerce, 17(3), 63–86. doi:10.2753/JEC1086-4415170303
   Web of Science ®Google Scholar
• Peterson, R. A., & Merino, M. C. (2003). Consumer information search behavior and the internet. Psychology and Marketing, 20(2), 99–121. doi:10.1002/mar.10062
   Web of Science ®Google Scholar
• Porter, M. E. (1985). Competitive advantage. New York, NY: Free Press.
   Google Scholar
• Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(7), 748–757. doi:10.1016/S0148-2963(02)00351-X
   Web of Science ®Google Scholar
• Rubin, A. M. (1984). Ritualized and instrumental television viewing. Journal of Communication, 34(3), 67–77. doi:10.1111/j.1460-2466.1984.tb02174.x
   Web of Science ®Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer‐seller relationships, and social media. Management Decision, 50(2), 253–272. doi:10.1108/00251741211203551
   Web of Science ®Google Scholar
• Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4), 4–17. doi:10.1002/dir.20046
   Google Scholar
• Shen, Y.-C., Huang, C.-Y., Chu, C.-H., & Liao, H.-C. (2010). Virtual community loyalty: An interpersonal-interaction perspective. International Journal of Electronic Commerce, 15(1), 49–74. doi:10.2753/JEC1086-4415150102
   Web of Science ®Google Scholar
• Statista.com. (2016). Retrieved December 2016, from. http://www.statista.com
   Google Scholar
• Sun, P.-C., Tsai, R. J., Finger, G., Chen, Y.-Y., & Yeh, D. (2008). What drives a successful E-learning? An empirical investigation of the critical factors influencing learner satisfaction. Computers and Education, 50(4), 1183–1202. doi:10.1016/j.compedu.2006.11.007
   Web of Science ®Google Scholar
• Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015). Customer effort in value cocreation activities. Journal of Service Research, 18(3), 318–335. doi:10.1177/1094670515572128
   Web of Science ®Google Scholar
• Tan, E. M. Y., & Goh, D. H. L. (2015). A study of social interaction during mobile information seeking. Journal of the Association for Information Science and Technology, 66(10), 2031–2044. doi:10.1002/asi.23310
   Web of Science ®Google Scholar
• Thompson, E. R., & Phua, F. T. T. (2005). Reliability among senior managers of the Marlowe–Crowne short-form social desirability scale. Journal of Business and Psychology, 19(4), 541–554. doi:10.1007/s10869-005-4524-4
   Web of Science ®Google Scholar
• Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201–1208. doi:10.1016/j.jbusres.2013.05.002
   Web of Science ®Google Scholar
• Turban, E., Bolloju, N., & Liang, T.-P. (2011). Enterprise social networking: Opportunities, adoption, and risk mitigation. Journal of Organizational Computing and Electronic Commerce, 21(3), 202–220. doi:10.1080/10919392.2011.590109
   Web of Science ®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
• Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10. doi:10.1007/s11747-007-0069-6
   Web of Science ®Google Scholar
• Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152. doi:10.1016/j.emj.2008.04.003
   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
• Verleye, K., Gemmel, P., & Rangarajan, D. (2014). Managing engagement behaviors in a network of customers and stakeholders. Journal of Service Research, 17(1), 68–84. doi:10.1177/1094670513494015
   Web of Science ®Google Scholar
• Vock, M., van Dolen, W., & Ruyter, K. (2013). Understanding willingness to pay for social network sites. Journal of Service Research, 16(3), 311–325. doi:10.1177/1094670512472729
   Web of Science ®Google Scholar
• Ward, S., & Wackman, D. (1971). Family and media influences on adolescent consumer learning. American Behavioral Scientist, 14(3), 415–427. doi:10.1177/000276427101400315
   Web of Science ®Google Scholar
• Wernerfelt, B. (2014). On the role of the RBV in marketing. Journal of the Academy of Marketing Science, 42(1), 22–23. doi:10.1007/s11747-013-0335-8
   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
• Xiang, Z., & Pan, B. (2011). Travel queries on cities in the United States: Implications for search engine marketing for tourist destinations. Tourism Management, 32(1), 88–97. doi:10.1016/j.tourman.2009.12.004
   Web of Science ®Google Scholar
• Yang, C., & Chang, Y.-S. (2012). Assessing the effects of interactive blogging on Student attitudes towards peer interaction, learning motivation, and academic achievements. Journal of Computer Assisted Learning, 28(2), 126–135. doi:10.1111/j.1365-2729.2011.00423.x
   Web of Science ®Google Scholar
• Zhu, C. (2012). Student satisfaction, performance, and knowledge construction in online collaborative learning. Educational Technology and Society, 15(1), 127–136.
   Web of Science ®Google Scholar