scholarly journals CUSTOMER ENGAGEMENT WITH A BRAND IN THE CONTEXT OF SOCIAL MEDIA

2017 ◽  
Vol 5 ◽  
pp. 172-177
Author(s):  
Magdalena Hofman-Kohlmeyer
Keyword(s):  
Social Media ◽  
Present Article ◽  
Mass Communication ◽  
Positive Impact ◽  
Vital Role ◽  
Customer Engagement ◽  
Content Quality ◽  
Brand Information ◽  
Firm Communication

Nowadays, a strong brand is one of the most valuable assets of a company. In order to obtain this asset, the growing ranks of enterprises decide to include social media in their marketing strategy. Social media gives the possibility to have customers highly engaged with a brand. The present article is aimed to give an outlook on the process of building customer engagement in a brand throughout social media. The presented approach is based on a literature review.INTRODUCTION: The meaning of social media in engaging customers is widely acknowledged.  In order to building a strong brand and make current customers loyal, the growing ranks of managers decide to include social media in their marketing strategy.OBJECTIVES: The present article is aimed to give a theoretical outlook on engaging a customer with a brand throughout social media.METHODS: To achieve the assumed goals the author presents a literature review.RESULTS: The literature review offers some directives on how to make customer engage with a brand, information on how this process should proceed and information about the profits which can the brand obtain.CONCLUSION: Social media gives an opportunity to make customers highly engaged in a brand. The building of customer engagement throughout social media takes place through the following process: connection, interaction, satisfaction, retention, commitment, advocacy and customer engagement. Social media is also treated as a source of mass communication. One-to-one communication between stakeholders and firm-to-firm communication exert a positive impact on brand trust. In terms of customer-to-customer communication, there are some doubts. The authors also indicated the vital role of content quality and the occurrence of negative conversations on the fan page.

The role of perceived social media agility in customer engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
David Gligor ◽  
Sıddık Bozkurt
Keyword(s):  
Social Media ◽  
Online Survey ◽  
Positive Impact ◽  
Customer Engagement ◽  
Measurement Scale ◽  
Content Type ◽  
Study Results ◽  
Seeking Behavior ◽  
The Impact

Purpose The concept of agility has been applied to several domains to help firms develop the capability to quickly adjust their operations to cope and thrive in environments characterized by frequent changes. Despite the soaring number of social media users and the benefits associated with agility in other domains, the application of agility in a social media context has yet to be explored. Further, little is known about how agility in a social media context impacts desirable customer-related attributes, such as customer engagement and customer-based brand equity (CBBE). This paper aims to address this gap by adapting the construct to social media (i.e. perceived social media agility) and exploring its impact on customer engagement and CBBE. Design/methodology/approach This paper conducted an online survey with 200 adult subjects. This paper used multivariate regression analyzes to empirically test a scale for perceived social media agility and explore its impact on CBBE and customer engagement, along with the moderating role of customer change-seeking behavior. Findings The study results show that perceived social media agility directly and indirectly (through customer engagement) positively influences CBBE. Also, results show that the positive impact of perceived social media agility on CBBE is further magnified for customers high on change-seeking. However, customer change-seeking does not affect the strength or direction of the impact of perceived social media agility on customer engagement. Originality/value This paper contributes to social media literature by adapting and testing a measurement scale for the construct of perceived social media agility and exploring its role in enhancing customer engagement and CBBE.

scholarly journals POSISI DAN PERAN MEDIA DALAM KEHIDUPAN MASYARAKAT

TASAMUH ◽  
2018 ◽  
Vol 16 (1) ◽  
pp. 119-138
Author(s):  
Husnul Khatimah
Keyword(s):  
Social Media ◽  
Mass Media ◽  
Mass Communication ◽  
Positive Impact ◽  
Entertainment Education ◽  
The Public ◽  
The Media ◽  
The Mass Media ◽  
Important Position

Mass media has an important position in people's lives, so mass media is placed as mass communication which acts as a communicator and agent of change, being a pioneer of change in the public environment that can influence audiences through messages such as information, entertainment, education and other messages and accessible to the public at large. As a form of the importance of media can be seen from the influence felt by the public, starting from the cognitive, effective, to conative aspects of the mass media and the negative-positive impact of social media. Even though the position and role of the media are very important, the community must also be careful with media remember that the nature of the media is so flexible. Negative values ​​of the role of the media in Indonesia can occur either from the mass media or social media, so there needs to be attention from each party, both from the media manager to the community itself. The participation of several parties in paying attention to the media is expected to filter out negative things that might occur.

The role of perceived firm social media interactivity in facilitating customer engagement behaviors

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
SIDDIK BOZKURT ◽  
David Marius Gligor ◽  
Barry J. Babin
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Customer Engagement ◽  
Online Surveys ◽  
Content Type ◽  
Social Media Platform ◽  
Media Platform ◽  
Customer Purchases ◽  
Moderating Role

Purpose The purpose of this study is to examine how customers’ perceptions of brands’ social media interactivity impact customer engagement behaviors (CEBs) (e.g. customer purchases, referrals, influence and knowledge) while accounting for the moderating role of brand type and social media platform. Design/methodology/approach Two separate online surveys (Study 1 (N1) = 341, Study 2 (N2) = 183) were conducted to measure the constructs of interest. Regression analyzes tests research hypotheses; PROCESS Model 1 was used to test the moderating roles of brand type and platform. Further, the pick-a-point approach (i.e. spotlight analysis) was used to probe the interaction terms. Findings The results indicate that when customers perceive a brand to be highly interactive on social media (vs inactive), they are more willing to buy brand offerings, refer the brand in exchange for monetary incentives, inform their family and friends about the brand on social media and provide feedback and suggestions for improving the brand. Furthermore, the positive impact of perceived social media interactivity on customer purchases, referrals, influence and knowledge varies across brand and social media platform types. Research limitations/implications Online surveys using convenience samples were conducted to assess the constructs of interest. Archival data may provide an avenue for further insight. Future research may be able to track actual online customer behavior using such data. Further, researchers are encouraged to corroborate the results found here over time as the winds of social media shift to new platforms. Practical implications The results suggest that interacting on social media encourages customers to contribute to brand value directly (through purchasing) and/or indirectly (through referring, influencing and suggesting). While all brands may leverage social media activity for success, the positive impact of perceived social media interactivity on CEBs is particularly impactful for non-global 500 brands. The results also indicate that customers are more willing to add value to the brand through purchases and suggestions when they perceive the brand to be highly interactive on both social media networking sites and the brand’s website. However, they are more willing to promote this brand and influence their social networks about it only when they perceive the brand to be highly (vs less) interactive on its own website. Originality/value This study examines the novel issue of the impact of perceived social media interactivity on different CEBs while accounting for the moderating role of the brand and platform used by customers. The results provide value in better understanding the levers through which social media affects performance.

Covid-19 – rumours and facts in media

2020 ◽  
Vol 11 (SPL1) ◽  
pp. 171-174
Author(s):  
Tarare Toshida ◽  
Chaple Jagruti
Keyword(s):  
Social Media ◽  
Preventive Measures ◽  
Vital Role ◽  
The Other ◽  
Sources Of Information ◽  
Other Hand ◽  
Corona Virus ◽  
The People ◽  
The World

The covid-19 resulted in broad range of spread throughout the world in which India has also became a prey of it and in this situation the means of media is extensively inϑluencing the mentality of the people. Media always played a role of loop between society and sources of information. In this epidemic also media is playing a vital role in shaping the reaction in ϑirst place for both good and ill by providing important facts regarding symptoms of Corona virus, preventive measures against the virus and also how to deal with any suspect of disease to overcome covid-19. On the other hand, there are endless people who spread endless rumours overs social media and are adversely affecting life of people but we always count on media because they provide us with valuable answers to our questions, facts and everything in need. Media always remains on top of the line when it comes to stop the out spread of rumours which are surely dangerous kind of information for society. So on our side we should react fairly and maturely to handle the situation to keep it in the favour of humanity and help government not only to ϑight this pandemic but also the info emic.

scholarly journals PERAN MEDIA SOSIAL “FACEBOOK” JELANG PEMILIHAN UMUM KEPALA DAERAH TAHUN 2017 DI KABUPATEN ACEH JAYA

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Aminah Aminah
Keyword(s):  
Social Media ◽  
Political Communication ◽  
Negative Impact ◽  
Positive Impact ◽  
Field Research ◽  
Research Literature ◽  
Track Record ◽  
Negative Impacts ◽  
Use Of Social Media

This study aims to explain the role of Social Media "Facebook" and its impacts ahead of the elections of regional heads in 2017 in Aceh Jaya district. Data required in this study was obtained through literature and field research. The research literature is done by reading textbooks, legislation, and other reading materials related to this research. While the field research conducted by interviewing informants. The results showed that social media "Facebook" very effective way of delivering a variety of things including the introduction of a track record as well as the vision and mission of the future leaders of Aceh Jaya fore. Campaigns that use social networking "Facebook" more influential than campaigns that are only focused on the delivery of any information or content (in the sense of simply using billboard and his card only). In the use of social media "Facebook" there are various impacts. There are two impacts: the effect of positive and negative impacts. The positive impact of the using social media "Facebook" in the election of Aceh Jaya, namely (1) the establishment of kinship fellow Team (timses) of each candidate, (2) can foster public participation in politics (3) provides information on the dynamics of the election in Aceh Jaya (4) to introduce the candidates (5) to introduce the vision and mission of the candidates. As for the negative impact of (1) to attack each other between supporters and supporters Irfan TB Well yahGam (2) Dropping Party Opposition. Keywords: Role of Facebook, Political Communication and Election

scholarly journals Falling in Love With Work: The Effect of Enterprise Social Media on Thriving at Work

2021 ◽  
Vol 12 ◽  
Author(s):  
DongXu Liu ◽  
Beigang Hou ◽  
Yuanyuan Liu ◽  
Pingqing Liu
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Enterprise Social Media ◽  
Work Related ◽  
Mediating Role ◽  
Work Tasks ◽  
Social Tasks ◽  
Media Applications ◽  
Positive Effect

Using a survey of 300 employees in different types of enterprises and different positions, this study verified that the use of enterprise social media has a positive effect on employees’ work exuberance. The study separately examined the effects of social media applications for work tasks and social tasks. Both types of applications had a positive impact on employees’ work exuberance. The study also identified the mediating role of challenge and obstructive stressors in this relationship. Work-related social media applications enhanced employees’ exuberance by reducing obstructive stressors, and social-related social media applications enhanced employees’ exuberance by reducing challenge stressors. The implications of these findings are that managers should pay attention to the use of enterprise social media, especially for social tasks, as this can enhance employees’ sense of exuberance.

Getting Brand Commitment Through Internet and Mobile Sports Marketing

2018 ◽  
pp. 1-17
Author(s):  
Verónica Baena
Keyword(s):  
Social Media ◽  
Focus Group ◽  
Sports Marketing ◽  
Customer Engagement ◽  
The Internet ◽  
Marketing Department ◽  
Business Press ◽  
Football Team ◽  
The Impact

This chapter provides a better understanding of the impact that the Internet and mobile sports marketing are having on a business's ability to achieve customer engagement. To achieve this goal, the case of Real Madrid football team is analyzed, as it is calculated to have over 200 million supporters worldwide. Information about Real Madrid was gathered from September 2012 to March 2013 by repeatedly browsing the team's Website, Facebook, Twitter, Instagram, and apps. Data from interviews of Real Madrid's marketing department published in business press and posts was also compiled. Additionally, a focus group was conducted to discuss the customer engagement of Real Madrid's fans. The findings offer new opportunities to get customer engagement. They also highlight the important role of social media to gain insight about the fans.

The Ubiquitous Role of Mobile Phones in Value Co-Creation Through Social Media Marketing

2021 ◽  
pp. 2166-2180
Author(s):  
Syed Far Abid Hossain ◽  
Xu Shan ◽  
Abdul Qadeer
Keyword(s):  
Social Media ◽  
Data Collection ◽  
Mobile Phones ◽  
Random Sampling ◽  
Vital Role ◽  
Social Media Marketing ◽  
Primary Data ◽  
Use Of Social Media ◽  
Shed Light

The purpose of this paper is to ascertain the contemporary role of mobile phones in value co-creation through social media marketing. How mobile phones, in particular, smartphones with the help of numerous social media generate value co-creation, is the key objective of this study. A random sampling method was used to conduct a survey in different universities in China to identify the role of mobile phones in value co-creation. Findings from primary data collection indicated that mobile phones play a vital role in value co-creation because of the extensive use of social media. If value co-creation through social media marketing develops with the help of producers, suppliers and other intermediaries with the necessary technology and trust, the society, as well as customers, may enjoy a unique way of shopping. Future studies with mixed methodology and respondents who use different social media as a tool to generate value co-creation may shed light on the undiscovered phenomenon of social media marketing in the context of the mobile phone.

The Role of Customer Engagement in the COVID-19 Era

2021 ◽  
pp. 91-116
Author(s):  
Sara Santos ◽  
Pedro Espírito Santo ◽  
Luísa Augusto
Keyword(s):  
Social Media ◽  
The Other ◽  
Customer Engagement ◽  
Special Role ◽  
Brand Attachment ◽  
Brand Engagement ◽  
Brand Relationship ◽  
The Relationship ◽  
Multidimensional Concept

Costumer engagement is a multidimensional concept which develops over the time and is widely studied in the literature of marketing. Consumers attached to the brand tend to be more involved in behaviors that support the brand. On the other side, brand-self connection is an important element in consumer-brand relationship being part of brand attachment, where social media have a special role. Playfulness and informativeness of video have a significant impact on the value of social media ads, and the authors present the relationship between these two variables and customer engagement. The study will present an investigation with 235 Portuguese individuals during the months of confinement justified by the pandemic COVID-19. The results show that customer engagement depends on informativeness, playfulness, and brand-self connection. Throughout this empirical study, they show that social media brand engagement is explained by these variables. This chapter enhances knowledge on costumer engagement, brand-self connection, and video informativeness and playfulness, supporting new researches in this topic.

Marketing Analytics for Customer Engagement

2020 ◽  
Vol 11 (2) ◽  
pp. 41-55 ◽  
Author(s):  
Samala Nagaraj
Keyword(s):  
Artificial Intelligence ◽  
Social Media ◽  
Present Article ◽  
Service Industries ◽  
Customer Engagement ◽  
Brand Communities ◽  
Marketing Analytics ◽  
The Future

Customer engagement is the buzz word in marketing discipline today. Engaging customers has never been as effective before the emergence of marketing analytics and its application. Marketing analytics coupled with social media and brand communities has given rise to improved innovative ways to engage customers across various service industries. The integration of marketing analytics with artificial intelligence (AI) has enhanced marketers understanding of customer engagement. The present article is a viewpoint on the various applications of marketing analytics for customer engagement. The present article focuses on the evolution of marketing analytics, its various models and application in various forms of customer engagement. The article highlights the future applications of analytics and concludes with the importance of marketing analytics for marketers in increasing customer engagement.

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