The role of online brand community engagement on positive or negative self-expression word-of-mouth

References

• Albert, N., Merunka, D., & Valette-Florence, P. (2008). When consumer love their brand: Exploring the concept and its dimensions. Journal of Business Research, 61(10), 1062–1075. doi:10.1016/j.jbusres.2007.09.014
   Web of Science ®Google Scholar
• 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
• Bailey, A. A. (2004). Thiscompanysucks.com: The use of the internet in negative consumer-to-consumer articulations. Journal of Marketing Communications, 10(3), 169–182. doi:10.1080/1352726042000186634
   Google Scholar
• Balaji, M., Khong, K. W., & Chong, A. Y. (2016). Determinants of negative word-of-mouth communication using social networking sites. Information & Management, 53, 528–540. doi:10.1016/j.im.2015.12.002
   Web of Science ®Google Scholar
• Baldus, B. J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978–985. doi:10.1016/j.jbusres.2014.09.035
   Web of Science ®Google Scholar
• Batra, R., Ahuvia, A., & Bagozzi, R. P. (2012). Brand love. Journal of Marketing, 76(2), 1–16. doi:10.1509/jm.09.0339
   Web of Science ®Google Scholar
• Beckers, S. F. M., van Doorn, J., & Verhoef, P. C. (2018). Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value. Journal of the Academy of Marketing Science, 46(3), 366–383. doi:10.1007/s11747-017-0539-4
   Web of Science ®Google Scholar
• Bergkvist, L., & Bech-Larsen, T. (2010). Two studies of consequences and actionable antecedents of brand love. Journal of Brand Management, 17(7), 504–518. doi:10.1057/bm.2010.6
   Google Scholar
• Brodie, R. J., Hollebeek, L., Jurić, B., & Ilić, 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
• Chan, T. K., Zheng, X., Cheung, C. M., Lee, M. K., & Lee, Z. W. (2014). Antecedents and consequences of customer engagement in online brand communities. Journal of Marketing Analytics, 2(2), 81–97. doi:10.1057/jma.2014.9
   Google Scholar
• Chu, S.-C., & Choi, S. M. (2011). Electronic word-of-mouth in social networking sites: A cross-cultural study of the United States and China. Journal of Global Marketing, 24(3), 263–281. doi:10.1080/08911762.2011.592461
   Google Scholar
• Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73. doi:10.2307/3150876
   Web of Science ®Google Scholar
• Chylinski, M., & Chu, A. (2010). Consumer cynicism: Antecedents and consequences. European Journal of Marketing, 44(6), 796–837. doi:10.1108/03090561011032720
   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
• 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. (2016). Social media engagement: A construct of positively and negatively valenced engagement behaviours. In R. J. Brodie, L. D. Hollebeek, & J. Conduit (Eds.), Customer engagement: Contemporary issues and challenges (pp. 96–117). London: Routledge.
   Google Scholar
• East, R., Uncles, M. D., Romaniuk, J., & Hand, C. (2007). The decay of positive and negative word of mouth after product experience. Australasian Marketing Journal (AMJ), 22(4), 350–355. doi:10.1016/j.ausmj.2014.10.001
   Google Scholar
• Franzak, F., Makarem, S., & Jae, H. (2014). Design benefits, emotional responses, and brand engagement. Journal of Product & Brand Management, 23(1), 16–23. doi:10.1108/JPBM-07-2013-0350
   Google Scholar
• Fu, J.-R., Ju, P.-H., & Hsu, C.-W. (2015). Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory. Electronic Commerce Research and Applications, 14, 616–630. doi:10.1016/j.elerap.2015.09.003
   Web of Science ®Google Scholar
• Gagné, M. (2003). The role of autonomy support and autonomy orientation in prosocial behavior engagement. Motivation & Emotion, 27(3), 199–223. doi:10.1023/A:1025007614869
   Web of Science ®Google Scholar
• Grégoire, Y., Salle, A., & Tripp, T. M. (2015). Managing social media crises with your customers: The good, the bad, and the ugly. Business Horizons, 58(2), 173–182. doi:10.1016/j.bushor.2014.11.001
   Web of Science ®Google Scholar
• Gupta, S., Pansari, A., & Kumar, V. (2018). Global customer engagement. Journal of International Marketing, 26(1), 4–29. doi:10.1509/jim.17.0091
   Web of Science ®Google Scholar
• Halaszovich, T., & Nel, J. (2017). Customer–Brand engagement and Facebook fan-page “Like”-intention. Journal of Product & Brand Management, 26(2), 120–134. doi:10.1108/JPBM-02-2016-1102
   Web of Science ®Google Scholar
• Hennig-Thurau, T., Gwinner, K., Walsh, G., & Gremler, D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52. doi:10.1002/dir.10073
   Google Scholar
• Hollebeek, L. D., Cadogan, J. W., & Fastoso, F. (2018). Individual-level cultural consumer engagement styles: Conceptualization, propositions & implications. International Marketing Review, 36(1), 42–71. doi:10.1108/IMR-07-2016-0140
   Google Scholar
• Hollebeek, L. D., & Chen, T. (2014). Exploring positively-versus negatively-valenced brand engagement: A conceptual model. Journal of Product and Brand Management, 23(1), 62–74. doi:10.1108/JPBM-06-2013-0332
   Google Scholar
• Hollebeek, L. D., Glynn, M., & 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
• Hutter, K., Hautz, J., Dennhardt, S., & Füller, J. (2013). The impact of user interactions in social media on brand awareness and purchase intention: The case of MINI on Facebook. Journal of Product & Brand Management, 22(5/6), 342–351. doi:10.1108/JPBM-05-2013-0299
   Google Scholar
• Interbrand. (2017). 2016 best global brands report. Retrieved May 20, 2017, from http://interbrand.com/best-brands/best-global-brands/2016/
   Google Scholar
• Juric, B., Smith, S. D., & Wilks, G. (2016). Negative customer brand engagement: An overview of conceptual and blog-based findings. In R. J. Brodie, L. D. Hollebeek, & J. Conduit (Eds.), Customer engagement: Contemporary issues and challenges (pp. 278–294). London: Routledge.
   Google Scholar
• Kaltcheva, V. D., Patino, A., Laric, M. V., Pitta, D. A., & Imparato, N. (2014). Customers’ relational models as determinants of customer engagement value. Journal of Product & Brand Management, 23(1), 55–61. doi:10.1108/JPBM-07-2013-0353
   Google Scholar
• Kaufmann, H. R., Loureiro, S. M. C., & Manarioti, A. (2016). Exploring behavioural branding, brand love and co-creation. Journal of Product and Brand Management, 25(6), 516–526. doi:10.1108/JPBM-06-2015-0919
   Web of Science ®Google Scholar
• Kim, S. J., Wang, R. J.-H., Maslowska, E., & Malthouse, E. C. (2016). “Understanding a fury in your words”: The effects of posting and viewing electronic negative word-of-mouth on purchase behaviors. Computers in Human Behavior, 54, 511–521. doi:10.1016/j.chb.2015.08.015
   Web of Science ®Google Scholar
• Kleijnen, M., Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33-46. doi:10.1016/j.jretai.2006.10.004
   Web of Science ®Google Scholar
• Kokkoris, M. D., & Kühnen, U. (2015). You are (not only) what you choose: A self-expression account of post-choice dissonance. Motivation & Emotion, 39(1), 34–48. doi:10.1007/s11031-014-9430-5
   Web of Science ®Google Scholar
• Krishnamurthy, S., & Kucuk, S. U. (2009). Anti-branding on the internet. Journal of Business Research, 62(11), 1119–1126. doi:10.1016/j.jbusres.2008.09.003
   Web of Science ®Google Scholar
• Kucuk, S. U. (2008). Negative double jeopardy: The role of anti-brand sites on the internet. Journal of Brand Management, 15(3), 209–222. doi:10.1057/palgrave.bm.2550100
   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. Retrieved from https://doi.org/10.1177/1094670510375602
   Google Scholar
• Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514. doi:10.1509/jmr.15.0044
   Web of Science ®Google Scholar
• Lau, G. T., & Ng, S. (2001). Individual and situational factors influencing negative word-of-mouth behavior. Canadian Journal of Administrative Sciences, 18(3), 163–178. doi:10.1111/j.1936-4490.2001.tb00253.x
   Web of Science ®Google Scholar
• Li, L. P., Juric, B., & Brodie, R. J. (2018). Actor engagement valence: Conceptual foundations, propositions and research directions. Journal of Service Management, 29(3), 491–516. doi:10.1108/JOSM-08-2016-0235
   Web of Science ®Google Scholar
• Loureiro, S. M. C. (2015). Loving and hating brands: Multiple relationships between consumers and brands. In H.-R. Kaufmann (Ed.), Handbook of research on managing and influencing consumer behavior, chapter 18 (pp. 417–438). (Section 3: Achieving Consumer “Involvement”: A Multidisciplinary Effort). Hershey, PA: IGI Global. doi:10.4018/978-1-4666-6547-7.ch018
   Google Scholar
• Loureiro, S. M. C., Gorgus, T., & Kaufmann, H. R. (2017). Antecedents and outcomes of online brand engagement. Online Information Review, 41(7), 985–1005. doi:10.1108/OIR-08-2016-0236
   Web of Science ®Google Scholar
• Loureiro, S. M. C., Maximiano, M., & Panchapakesan, P. (2018). Engaging fashion consumers in social media: The case of luxury brands. International Journal of Fashion Design, Technology and Education, 38, 1–12. doi:10.1080/17543266.2018.1431810
   Google Scholar
• Mazzarol, T., Sweeney, J. C., & Soutar, G. N. (2007). Conceptualizing word-of-mouth activity, triggers and conditions: An exploratory study. European Journal of Marketing, 41(11/12), 1475–1494. doi:10.1108/03090560710821260
   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
• Millán, Á., & Díaz, E. (2014). Analysis of consumers’ response to brand community integration and brand identification. Journal of Brand Management, 21(3), 254–272. doi:10.1057/bm.2014.4
   Google Scholar
• Mousavi, S., Roper, S., & Keeling, K. A. (2017). Interpreting social identity in online brand communities: Considering posters and lurkers. Psychology & Marketing, 34(4), 376–393. doi:10.1002/mar.20995
   Web of Science ®Google Scholar
• Muñiz, A. M., Jr., & O’Guinn, T. C. (2001). Brand community. Journal of Consumer Research, 27(4), 412–432. doi:10.1086/319618
   Web of Science ®Google Scholar
• Nunnally, J. C. (1978). Psychometric theory. New York, NY: McGraw-Hill.
   Google Scholar
• Pagani, M., Hofacker, C. F., & Goldsmith, R. E. (2011). The influence of personality on active and passive use of social networking sites. Psychology & Marketing, 28(5), 441–456. doi:10.1002/mar.20395
   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
• Plé, L., & Chumpitaz, R. (2010). Not always co-creation: Introducing interactional co-destruction of value in service-dominant logic. Journal of Services Marketing, 24(6), 430–437. doi:10.1108/08876041011072546
   Web of Science ®Google Scholar
• Pongpaew, W., Speece, M., & Tiangsoongnern, L. (2017). Social presence and customer brand engagement on Facebook brand pages. Journal of Product & Brand Management, 26(3), 262–281. doi:10.1108/JPBM-08-2015-0956
   Web of Science ®Google Scholar
• Prentice, C., & Loureiro, S. M. C. (2018). Consumer-based approach to customer engagement – The case of luxury brands. Journal of Retailing and Consumer Services, 43, 325–332. doi:10.1016/j.jretconser.2018.05.003
   Web of Science ®Google Scholar
• Rellinga, M., Schnittkab, O., Sattlera, H., & Johnena, M. (2016). Each can help or hurt: Negative and positive word of mouth in social network brand communities. International Journal of Research in Marketing, 33(1), 42–58. doi:10.1016/j.ijresmar.2015.11.001
   Web of Science ®Google Scholar
• Rialti, R., Zollo, L., Pellegrini, M. M., & Ciappei, C. (2017). Exploring the antecedents of brand loyalty and electronic word of mouth in social-media-based brand communities: Do gender differences matter? Journal of Global Marketing, 30(3), 147–160. doi:10.1080/08911762.2017.1306899
   Google Scholar
• Riza, C., & Sh., H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103–112. doi:10.1016/j.jretconser.2015.07.012
   Web of Science ®Google Scholar
• Saenger, C., Thomas, V. L., & Johnson, J. W. (2013). Consumption-Focused self-expression word-of-mouth: A new scale and its role in consumer research. Psychology & Marketing, 30(11), 959–970. doi:10.1002/mar.20659
   Web of Science ®Google Scholar
• Simon, C., Brexendorf, T. O., & Fassnacht, M. (2016). The impact of external social and internal personal forces on consumers’ brand community engagement on Facebook. Journal of Product & Brand Management, 25(5), 409–423. doi:10.1108/JPBM-03-2015-0843
   Web of Science ®Google Scholar
• Smith, A. M. (2013). The value co-destruction process: A customer resource perspective. European Journal of Marketing, 47(11/12), 1889–1909. doi:10.1108/EJM-08-2011-0420
   Web of Science ®Google Scholar
• Steward, M. D., Narus, J. A., & Roehm, M. L. (2018). An exploratory study of business-to-business online customer reviews: External online professional communities and internal vendor scorecards. Journal of the Academy of Marketing Science, 46(2), 173–189. doi:10.1007/s11747-017-0556-3
   Web of Science ®Google Scholar
• Sun, T., Youn, S., Wu, G., & Kuntaraporn, M. (2006). Online word-of-mouth (or mouse): An exploration of its antecedents and consequences. Journal of Computer-Mediated Communication, 11(4), 1104–1127. doi:10.1111/j.1083-6101.2006.00310.x
   Web of Science ®Google Scholar
• Sung, Y., Kim, Y., Kwon, O., & Moon, J. (2010). An explorative study of Korean consumer participation in virtual brand communities in social network sites. Journal of Global Marketing, 23(5), 430–445. doi:10.1080/08911762.2010.521115
   Google Scholar
• Sweeney, J. C., Soutar, G. N., & Mazzarol, T. (2008). Factors influencing word of mouth effectiveness: Receiver perspectives. European Journal of Marketing, 42(3/4), 344–364. doi:10.1108/03090560810852977
   Web of Science ®Google Scholar
• Tafesse, W. (2016). An experiential model of consumer engagement in social media. Journal of Product & Brand Management, 25(5), 424–434. doi:10.1108/JPBM-05-2015-0879
   Web of Science ®Google Scholar
• Thorbjørnsen, H., Pedersen, P. E., & Nysveen, H. (2007). ‘This is who I am”: Identity expressiveness and the theory of planned behavior. Psychology & Marketing, 24(9), 763–785. doi:10.1002/mar.20183
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008). From goods to service(s): Divergences and convergences of logics. Industrial Marketing Management, 37(3), 254–259. doi:10.1016/j.indmarman.2007.07.004
   Web of Science ®Google Scholar
• Verhagen, T., Nauta, A., & Feldberg, F. (2013). Negative online word-of-mouth: Behavioral indicator or emotional release? Computers in Human Behavior, 29, 1430–1440. doi:10.1016/j.chb.2013.01.043
   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
• Wallace, E., Buil, I., & de Chernatony, L. (2014). Consumer engagement with self-expressive brans: Brand love and WOM outcomes. Journal of Product & Brand Management, 23(1), 33–42. doi:10.1108/JPBM-06-2013-0326
   Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. doi:10.2307/1251929
   Web of Science ®Google Scholar
• Zheng, X., Cheung, C. M., Lee, M. K., & Liang, L. (2015). Building brand loyalty through user engagement in online brand communities in social networking sites. Information Technology & People, 28(1), 90–106. doi:10.1108/ITP-08-2013-0144
   Web of Science ®Google Scholar