Construction and validation of the customer social participation in brand communities scale

2018 ◽  
Vol 28 (1) ◽  
pp. 46-73 ◽  
Author(s):  
Shampy Kamboj ◽  
Bijoylaxmi Sarmah
Keyword(s):  
Social Media ◽  
Social Participation ◽  
Empirical Studies ◽  
Reliability And Validity ◽  
Customer Participation ◽  
Survey Method ◽  
Future Research ◽  
Student Sample ◽  
Content Type ◽  
Brand Communities

Purpose The purpose of this paper is to construct and validate customer social participation (CSP) scale in the context of brand communities on social media. Design/methodology/approach In this study, various tests for reliability and validity have been performed to confirm scale structure. Data were collected using survey method from the student and non-student sample. Findings The results confirm a multi-dimensional scale with nine items for measuring customer participation in social media brand communities. Research limitations/implications The results of this study present several implications for online brand communities managers and are likely to support future research in the context of social media brand communities. Originality/value This paper is the first to develop a multi-dimensional scale of customer participation in social media brand communities. This is a new addition to existing literature, as the majority of empirical studies in this field are from participation other than CSP, and contexts different from social media brand communities.

Measuring customer social participation in online travel communities

2017 ◽  
Vol 8 (3) ◽  
pp. 432-464 ◽  
Author(s):  
Shampy Kamboj ◽  
Zillur Rahman
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Social Participation ◽  
Reliability And Validity ◽  
Mobile App ◽  
Social Networking Site ◽  
Customer Participation ◽  
Content Type ◽  
Brand Communities ◽  
Service Companies

Purpose The purpose of this paper is to develop and validate a scale to measure customer social participation in brand communities, specifically e-travel companies’ communities. Design/methodology/approach A qualitative research has been undertaken to generate a pool of items. Based on Churchill’s (1979) scale development process, numerous reliability and validity tests have been conducted to confirm the scale structure. Data were collected through online and field surveys from the students and hotel guests who have either subscribed, liked or joined any e-travel service companies’ community brand page using any social networking site or have ever posted or considered reviews and ratings of any e-travel service companies via their official site or via a mobile app while planning their travel. Findings The findings depict nine items on a three-dimensional scale for measuring customer participation in travel brand communities created on social networking sites. Research limitations/implications The findings provide important implications for hotel and travel managers and are likely to encourage future studies in the field of social media and travel brand communities. Originality/value This paper contributes to the literature by providing refinement to the distinct operationalization and conceptualization of customer online participation, specifically in social media-based travel brand communities. This paper is the first to develop a multidimensional scale of customer social participation in e-travel companies’ communities. This is a new addition to existing literature, as the majority of empirical studies in this field are from participation other than customer social participation and contexts different from e-travel companies.

Applying uses and gratifications theory to understand customer participation in social media brand communities

2019 ◽  
Vol 32 (1) ◽  
pp. 205-231 ◽  
Author(s):  
Shampy Kamboj
Keyword(s):  
Social Media ◽  
Uses And Gratifications ◽  
Customer Participation ◽  
Equation Modeling ◽  
Survey Method ◽  
Brand Commitment ◽  
Brand Trust ◽  
Content Type ◽  
Brand Communities ◽  
The Social

Purpose The purpose of this paper is to investigate how various gratifications obtained in the social media context affect customer participation, and its sequential effect on brand trust, brand commitment and word of mouth (WOM) in social media brand communities. Design/methodology/approach The data were collected from 352 respondents who used social media using a survey method. The data were assessed using AMOS with structural equation modeling. Findings The findings depicted that among all gratifications obtained in the social media context, information seeking, incentive and brand likeability strongly affect customer participation, which sequentially affect brand trust, commitment and WOM in social media brand communities. In the context of social media brand communities, brand trust partially mediates the relationship between customer participation and its two outcome variables (brand commitment and WOM). Originality/value The present paper contributes that theory of uses and gratifications has particular significance and supposed to be provided further importance in the field of social media. It also presents a vivid and rich understanding of why customers use social media and participate in social media brand communities.

scholarly journals Fear of missing out (FoMO) among social media users: a systematic literature review, synthesis and framework for future research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anushree Tandon ◽  
Amandeep Dhir ◽  
Intesar Almugren ◽  
Ghada Naif AlNemer ◽  
Matti Mäntymäki
Keyword(s):  
Social Media ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Empirical Studies ◽  
Well Being ◽  
Future Research ◽  
Functional Impairments ◽  
Content Type ◽  
Fear Of Missing Out ◽  
Holistic Understanding

PurposeResearch examining the “fear of missing out” (FoMO) is increasingly prominent, with a growing number of studies exploring this phenomenon. Despite the increased academic interest, no attempts have been made to synthesize extant knowledge on FoMO. There is limited holistic understanding of its conceptualization and operationalization. To address this gap, an exhaustive systematic literature review (SLR) on FoMO is presented.Design/methodology/approachSystematic review protocols and content analysis was used to analyze and synthesize insights from 58 empirical studies obtained from four academic databases: Scopus, Web of Science, PubMed and PsycINFO.FindingsSignificant diversity in prior research on FoMO was encapsulated in four themes. There are significant limitations in conceptualization of FoMO, along with narrow focus on geographic, methodological and contextual foci of prior studies. The authors propose a comprehensive framework and extensive gap-specific research directions to aid future research.Research limitations/implicationsThe SLR is limited in its consideration of empirical studies published in academic journal articles obtained from four databases.Social implicationsThe authors imply the critical need to ascertain motives for individuals' excessive engagement with social media and the subsequent impact on well-being indicators (e.g. sleep quality) and functional impairments (e.g. addiction).Originality/valueThis study magnifies and expands the intellectual boundaries of FoMO and suggests the adoption of a multidisciplinary perspective for further investigation. The use of novel theoretical lenses can further ascertain FoMO's effect on different cultures and social media users.

Understanding customer participation in online brand communities

2017 ◽  
Vol 20 (3) ◽  
pp. 306-334 ◽  
Author(s):  
Shampy Kamboj ◽  
Zillur Rahman
Keyword(s):  
Systematic Review ◽  
Conceptual Framework ◽  
Customer Participation ◽  
Future Research ◽  
Brand Community ◽  
Research Gaps ◽  
Content Type ◽  
Brand Communities ◽  
Online Brand Communities ◽  
Online Brand Community

Purpose The purpose of this paper is to present a systematic review of customer participation research specifically in online brand communities and summarize a number of basic issues as important research gaps that future research should address. Design/methodology/approach By using the content analysis method, this paper explores, analyses and presents a literature review by closely examining 113 articles published during 2001-2016, primarily from the leading marketing and management journals. Findings The findings of this review show that regardless of the plenty of studies in this area, a conceptual framework for customer participation is undetermined. This review presents a framework describing various antecedents, mediators, moderators and consequences of online brand community participation. Apart from this, various theories and models used in the reviewed articles are being depicted. The literature classification presented in this paper portrays the current trends and patterns of research in this area. This review also addresses research gaps in this area and presents them in the form of future research directions. Research/limitations/implications This review of literature carried out by the authors suggests that customer participation in online brand communities needs more focused conceptual research and the implications of this study will help researchers in this direction. Moreover, the managers can use the identified variables as a checklist to their online brand communities’ activities. Originality/value This paper is the first to provide a systematic review of customer participation in online brand community area that presents a comprehensive knowledge regarding the current state of research in this area on a single platform and provides a conceptual framework.

scholarly journals SOCIAL MEDIA AND ITS IMPACT ON USER BEHAVIOR – A METHODOLOGICAL AND THEMATIC REVIEW

2020 ◽  
Vol 12 ◽  
pp. 236-249
Author(s):  
Sana Singh ◽  
Malvika Kumar ◽  
Aakanksha Rawat ◽  
Ritvik Khosla ◽  
Smita Mehendale
Keyword(s):  
Social Media ◽  
User Behavior ◽  
Empirical Studies ◽  
Relevant Literature ◽  
Future Research ◽  
Content Type ◽  
Consumer Motivation ◽  
Main Research ◽  
Media Usage ◽  
Thematic Review

Social Media has invaded all walks of life including the way we consume content. The literature is rich with research on various aspects of social media and its impact on user behavior, organisations, and the society. This systematic literature review has been done to highlight the key themes and methodologies in extant literature for social media and its impact on user behavior. With 61 journal articles as the base of this review, 4 main research themes emerged, namely consumer motivation, effects of the platform format, content type, and the inverse impact of user behavior on the platforms. On exploration of the methodologies used in the relevant literature, a variety of approaches i.e. qualitative, quantitative, mixed, and non-empirical studies have been used to analyze social media usage and its impact on user behavior. Based on the methodological and thematic review, recommendations are provided for future research.

scholarly journals Effectiveness of customer social participation for academic purposes: a case of informal WhatsApp groups

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
A.A.I. Lakmali ◽  
Nalin Abeysekera ◽  
D.A.C. Suranga Silva
Keyword(s):  
Social Media ◽  
Social Participation ◽  
Sampling Technique ◽  
Community Context ◽  
Customer Participation ◽  
Cross Sectional Survey ◽  
Online Questionnaire ◽  
Cross Sectional ◽  
Content Type ◽  
Positive Effects

PurposeCustomer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as “CSP”. Although CSP has been investigated in the online brand community context in social media, it has been little investigated in the context of student customers using WhatsApp – a highly trending social media platform among learners. Thus, this study aims to investigate the effectiveness of CSP in informal WhatsApp groups for academic purposes among undergraduate students of management studies.Design/methodology/approachThe study adopted a single cross-sectional survey design. A structured online questionnaire was employed. Using convenience sampling technique, data were collected from 170 undergraduates of the Bachelor of Management Studies programme at the Open University of Sri Lanka.FindingsThe results revealed significant positive effects of functional, social and hedonic benefits with CSP. Meanwhile, the relationship between psychological benefits and CSP was insignificant. Furthermore, there is no influence of age and level of study on CSP among the learners in informal WhatsApp groups. Moreover, at present, the level of CSP in WhatsApp for academic purposes among students is moderate.Originality/valueThe role of the student as the customer and student behaviour in informal WhatsApp groups established for academic purposes have been little investigated in the field of open and distance education services. In this context, this study empirically validated the model of participation benefits and CSP in WhatsApp groups informally established for academic purposes.

Culpable leaders, trust, emotional exhaustion, and identification during a crisis

2016 ◽  
Vol 37 (8) ◽  
pp. 1100-1116
Author(s):  
Sarah Kovoor-Misra ◽  
Shanthi Gopalakrishnan
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Identification ◽  
Qualitative Data ◽  
Empirical Studies ◽  
Survey Method ◽  
Future Research ◽  
Organizational Crisis ◽  
Cross Sectional ◽  
Content Type ◽  
External Stakeholders

Purpose The purpose of this paper is to investigate followers’ judgments of the culpability of their leaders and the organization’s external stakeholders in causing a crisis. The authors study the differences in effects of these judgments on their trust toward their leaders, their emotional exhaustion, and their levels of organizational identification. Design/methodology/approach Using the survey method the authors collected data from 354 individuals from an organization that filed for bankruptcy. Respondents’ comments also provided qualitative data that was used to triangulate the findings. Findings The authors find that individuals’ judgments that their leaders were culpable led to reduced trust, increased emotional exhaustion, and contrary to expectations reduced organizational identification. Therefore, it appears that in situations of perceived leader culpability during a crisis, followers tightly couple their leaders with the organization as a whole. In contrast, their judgments that external stakeholders were culpable were associated with increased trust toward their leaders, increased organizational identification, and they had no relationship with their levels of emotional exhaustion. The analysis of the qualitative data provides some insights into their judgments and the dependent variables. Research limitations/implications Organizational members’ judgments of culpability are important factors that should be considered in crisis management research, and in research on trust, emotional exhaustion, and organizational identification. A limitation of the study is that it is cross-sectional in nature. Therefore, future research could test the findings in a longitudinal study. Practical implications Leaders need to understand the judgments of their followers during an organizational crisis. These judgments have implications for when and how leaders can mobilize their followers and the leadership tasks during crisis containment. Originality/value Extant research tends to focus on the judgments of external stakeholders during a crisis. This study is one of the first to examine the effects of internal stakeholders’ judgments of culpability for causing a crisis on their trust, emotional exhaustion, and organizational identification. Further, existing empirical studies on followers’ attributions during a crisis tend to be laboratory based. The study provides empirical evidence from individuals in an actual organization in crisis.

Understanding the relationships between social media influencers and their followers: the moderating role of closeness

2020 ◽  
Vol 29 (6) ◽  
pp. 767-782 ◽  
Author(s):  
Brian J. Taillon ◽  
Steven M. Mueller ◽  
Christine M. Kowalczyk ◽  
Daniel N. Jones
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Qualitative Content Analysis ◽  
Purchase Intentions ◽  
Future Research ◽  
Student Sample ◽  
Content Type ◽  
Negative Effect ◽  
Moderating Role

Purpose The purpose of this paper is to better understand the role of closeness and the relationships between social media influencers and their followers, and, more specifically, how social media influencers can effectively manage their human brands. Design/methodology/approach Two studies were conducted to explore social media influencers. Qualitative content analysis and modeling with path analysis were used to analyze the data. Findings Results found attractiveness and likeability to positively predict attitudes toward the influencer, word-of-mouth and purchase intentions, whereas similarity only predicted word-of-mouth from the follower. Closeness served as a moderator but had different effects. Closeness positively moderated the effect of attractiveness on purchase intentions; however, it had a negative effect with similarity on purchase intentions. Moreover, closeness moderated the effect of likeability on attitude toward the influencer. Research limitations/implications This study was limited by the student sample as well as the students’ self-identification of a social media influencer. Future research should include experimental design manipulating well-known/followed or fictional social media influencers on different social media. Practical implications This paper explores the characteristics of social media influencers as well as the potential outcomes associated with influencers on social media. The implications for marketers and advertisers include a better understanding of how consumers engage with influencers on social media. Originality/value The role of closeness is identified as a moderator of consumers’ behaviors toward social media influencers.

Social media and consumer engagement: a review and research agenda

2016 ◽  
Vol 10 (4) ◽  
pp. 268-287 ◽  
Author(s):  
Victor Barger ◽  
James W. Peltier ◽  
Don E. Schultz
Keyword(s):  
Social Media ◽  
Recent Literature ◽  
Future Research ◽  
Consumer Engagement ◽  
Research Directions ◽  
Content Type ◽  
Future Research Directions ◽  
Antecedents And Consequences ◽  
Area Of Concern ◽  
Definition Of

Purpose In “Social media’s slippery slope: challenges, opportunities and future research directions”, Schultz and Peltier (2013) asked “whether or how social media can be used to leverage consumer engagement into highly profitable relationships for both parties”. The purpose of this article is to continue this discussion by reviewing recent literature on consumer engagement and proposing a framework for future research. Design/methodology/approach The paper reviews the marketing literature on social media, paying particular attention to consumer engagement, which was identified as a primary area of concern in Schultz and Peltier (2013). Findings A significant amount of research has been conducted on consumer engagement since 2010. Lack of consensus on the definition of the construct has led to fragmentation in the discipline, however. As a result, research related to consumer engagement is often not identified as such, making it difficult for academics and practitioners to stay abreast of developments in this area. Originality/value This critical review provides marketing academics and practitioners insights into the antecedents and consequences of consumer engagement and offers a conceptual framework for future research.

scholarly journals The job demands-resources model and the international work context – a systematic review

2014 ◽  
Vol 2 (3) ◽  
pp. 260-279 ◽  
Author(s):  
Lucy T.B. Rattrie ◽  
Markus G. Kittler
Keyword(s):  
Systematic Review ◽  
Empirical Studies ◽  
Domestic Work ◽  
Job Demands ◽  
Empirical Literature ◽  
Future Research ◽  
Content Type ◽  
International Work ◽  
Work Related ◽  
Work Contexts

Purpose – The purpose of this paper is to provide a synthesis and evaluation of literature surrounding the job demands-resources (JD-R) model (Demerouti et al., 2001) in the first decade since its inception, with particular emphasis on establishing an evidence-based universal application towards different national and international work contexts. Design/methodology/approach – The study uses a systematic review approach following the stages suggested by Tranfield et al. (2003). Based on empirical data from 62 studies, the authors systematically analyse the application of the JD-R model and queries whether it is applicable outside merely domestic work contexts. Findings – The authors find convincing support for the JD-R model in different national contexts. However, the authors also found an absence of studies employing the JD-R model in cross-national settings. None of the empirical studies in the sample had explicitly considered the international context of today’s work environment or had clearly associated JD-R research with the IHRM literature. Research limitations/implications – Based on the wide acceptance of the JD-R model in domestic work contexts and the increased interest in work-related outcomes such as burnout and engagement in the IHRM literature, the study identifies a gap and suggests future research applying the JD-R model to international work and global mobility contexts. Originality/value – This study is the first to systematically assess the application of the JD-R model in domestic and international work contexts based on a systematic review of empirical literature in the first decade since the inception of the model. The study identifies a lack of internationally focussed JD-R studies and invites further empirical research and theoretical extensions.

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