scholarly journals Social Media Marketing and Bank Customers’ Behaviour: Conceptualizing a Relationship Model

2021 ◽  
Vol 12 (2) ◽  
pp. 1955-1972
Author(s):  
C.D Mudondo, Et. al.
Keyword(s):  
Social Media ◽  
Conceptual Model ◽  
Commercial Bank ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Analytical Techniques ◽  
Social Media Marketing ◽  
Extensive Literature ◽  
Repurchase Intentions ◽  
Using Data

While research has underscored the benefits of social media marketing (SMM), organisations including commercial banks still fail to justify their continued investment in SMM, mainly because the full impact (of SMM) on customer behaviour remains unclear or largely researched. Thus, the aim of this paper was conduct an extensive literature review to develop a conceptual model to depict the proposed impact of social media marketing on commercial bank customers’ behaviour from a Social Exchange Theory (SET) perspective. Through an extensive review and synthesis of the literature on SMM, the researchers were able to theoretically postulate and propose the (possible) influence of the SET determinants inherent in SMM on commercial bank customers’ satisfaction, loyalty and their repurchase intentions. It is recommended that bank managers and marketers take cognizance of these (possible) proposed relationships, more specifically, the influence of the SET determinants inherent in SMM on bank customers’ behaviour. Furthermore, there is need to empirically evaluate the proposed conceptual model using data from a sample of bank customers and inferential statistics analytical techniques.

The Impact of Social Media Marketing on Zimbabwean Commercial Bank Customers Behaviour

2019 ◽  
Vol 118 (10) ◽  
pp. 373-390
Author(s):  
C D Mudondo ◽  
K K Govender
Keyword(s):  
Social Media ◽  
Commercial Bank ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Social Media Marketing ◽  
Customer Engagement ◽  
Perceived Fairness ◽  
Customer Behaviour ◽  
The Impact

While research has underscored the benefits of social media marketing, organizations including banks, still fail to justify their continued investment on social media marketing, mainly because its impact on customer behaviour remains unclear. Thus, this study aimsto establish the impact of social media marketing (SMM) on Zimbabwean commercial bank customers’ behaviour, from a Social Exchange Theory (SET) perspective. The objectives included determining the influence of the SET determinants inherent in SMM on commercial bank customers’ satisfaction; loyalty and repurchase intentions. A quantitative research approach was used to survey 384 bank customers in Harare and Bulawayo, Zimbabwe, using a structured questionnaire. Descriptive and inferential statistical analyses were conducted using the Statistical Package for Social Sciences program. Structural Equation Modellingrevealed a positive and significant relationship between the perceived social, informational and monetary benefits inherent in SMM and the bank customers’ satisfaction. There was also a significant positive relationship between social connectedness inherent in SMM and the bank customers’ loyalty. Furthermore, significant positive relationships were found between perceived fairness, customer engagement, perceived reciprocity inherent in SMM and bank customers’ trust, while the strength of community ties inherent in SMM is negatively and significantly related to bank customer loyalty. It is thus recommended that marketers take cognizance of the influence of the social exchange theory determinants inherent in social media marketing on customer behaviour, when developing and implementing social media marketing strategies and policies.

scholarly journals Feeling Gratitude and Depletion: The Ambivalent Consequences of Receiving Help in the Workplace

2021 ◽  
Vol 18 (4) ◽  
pp. 2039
Author(s):  
Yuanfang Zhan ◽  
Jinfan Zhou ◽  
Huan Cheng ◽  
Renyan Mu
Keyword(s):  
Social Exchange ◽  
Organizational Citizenship ◽  
Social Exchange Theory ◽  
Ego Depletion ◽  
Helping Behavior ◽  
Daily Basis ◽  
Path Model ◽  
Full Time ◽  
Psychological States ◽  
Using Data

Drawing from social exchange theory, we developed a dual-path model of employees’ reactions to episodic help received from colleagues. Through a diary study, using data collected from 127 full-time employees working in a large Chinese bank, we tested this model, revealing that receiving episodic help from colleagues is positively related to the help receivers’ gratitude and ego depletion. Through these two ambivalent psychological states, help receivers were found to simultaneously engage in more organizational citizenship behaviors and deviance behaviors on a daily basis. These empirical findings contribute to research that adopts a target-centric perspective in examining the consequences of helping behavior in the workplace.

Conversation at Work

2016 ◽  
Vol 44 (2) ◽  
pp. 177-197 ◽  
Author(s):  
Guowei Jian ◽  
Francis Dalisay
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Online Survey ◽  
Organizational Outcomes ◽  
Potential Interaction ◽  
Exchange Theory ◽  
Leader Member Exchange ◽  
Member Exchange ◽  
Communication Frequency ◽  
Using Data

Although research has made significant gains in understanding the constitutive nature of conversation in the process of organizing, its predictive effects on organizational outcomes are still uncertain. To contribute in this direction, based on social exchange theory and leader-member exchange (LMX) research, this study examined the predictive effects of leader-member conversational quality (LMCQ) on employee organizational commitment (OC), and the potential interaction effects of LMCQ with LMX quality. Using data from an online survey, this study found that above and beyond communication frequency and other control variables, LMCQ is significantly associated with employee OC. More interestingly, the effects of LMCQ vary based on the level of LMX quality. These findings have significant implications at both theoretical and practical levels.

Exploring sharing behaviors across social media platforms

2018 ◽  
Vol 61 (2) ◽  
pp. 157-177 ◽  
Author(s):  
Chang-Dae Ham ◽  
Joonghwa Lee ◽  
Jameson L Hayes ◽  
Young Han Bae
Keyword(s):  
Social Media ◽  
Social Exchange ◽  
Social Presence ◽  
Social Exchange Theory ◽  
Online Survey ◽  
Self Management ◽  
Theory Approach ◽  
Social Conversation ◽  
Social Media Platforms ◽  
Sharing Behavior

Increasingly, consumers are simulcasting branded content across multiple, interconnected social media platforms creating a complex social media ecosystem. However, little is known about what motivates sharing in the ecosystem as opposed to specific media contexts. Present research explores multiplatform consumers’ general sharing motivations and examines how those motivations, in conjunction with social relationships, influence sharing behavior across social media platforms. First, four focus group interviews were conducted to identify general social media sharing motivations of multiplatform consumers. Employing an online survey ( N = 249), four dimensions comprised of 31 sharing motivation items were identified: social presence, social conversation, easy connection, and self-management. Applying a theory of reasoned action and social exchange theory approach, we conducted a second online survey ( N = 342) to elaborate on our findings in terms of multidimensionality and interdependency among the influencing factors on social sharing behavior. Social conversation exhibited the strongest relationship with attitude toward sharing, whereas self-management was negatively related to the social norm, which, in turn, was negatively associated with sharing intention. Findings and implications are discussed.

Using social distancing technology in hotels: a social exchange perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristian Morosan ◽  
Agnes DeFranco
Keyword(s):  
Social Exchange ◽  
Health Risks ◽  
Social Exchange Theory ◽  
Structural Model ◽  
Content Type ◽  
Privacy Concerns ◽  
Social Distancing ◽  
Using Data ◽  
Social Rewards

Purpose As social distancing procedures can be facilitated by various hotel technologies, the purpose of this paper is to investigate the extent to which consumers develop perceptions of value regarding the use of certain hotel technologies for social distancing in hotels. Design/methodology/approach Drawing from the social exchange theory, this study conceptualized the benefits of using technologies for social distancing, health risks, social rewards and privacy concerns as antecedents of value of using technologies for social distancing in hotels. The structural model was validated by using data from more than 1,000 nationwide US consumers. Findings Benefits and consumers’ privacy concerns of using technologies for social distancing in hotels were the strongest predictors of value. Social rewards also had a significant but relatively lower effect on value. Health risks was found to have no influence on value. Originality/value The study is the first to examine the role of technologies in mitigating the effects of coronavirus. Thus, it extends the information technology and hospitality literature by examining the role of these technologies in safeguarding individual and public health.

Instrumental ties or expressive ties? Impact mechanism of supervisor–subordinate ties based on enterprise social media on employee performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Changyu Wang ◽  
Tianyu Yuan ◽  
Jiaojiao Feng
Keyword(s):  
Social Media ◽  
Job Performance ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Employee Performance ◽  
Organizational Trust ◽  
Mediating Effect ◽  
Positive Role ◽  
Content Type ◽  
Enterprise Social Media

PurposeThe purpose of this study is to answer whether and how supervisor–subordinate instrumental or expressive ties based on enterprise social media (ESM) might enhance employee performance.Design/methodology/approachDrawing on social exchange theory, this study developed a theoretical model to explore the influencing mechanism of different supervisor–subordinate ties based on ESM on employee job performance. The model was empirically tested through 219 ESM users.FindingsThe results revealed that supervisor–subordinate instrumental ties based on ESM play a positive role in employee job performance, while supervisor–subordinate expressive ties based on ESM are not significantly related to employee job performance. Supervisor–subordinate instrumental ties and expressive ties based on ESM can positively influence employee job performance through the mediating effect of organizational trust. Besides, perceived performance climate can weaken the relation of organizational trust to job performance, and then weaken the indirect relations via the mediating of organizational trust.Originality/valueOur findings advance the understanding of ESM use through various underlying mechanisms and have the potential of guiding organizations to fine-tune their social media usage strategies.

Social Network Citizenship

2012 ◽  
pp. 339-357 ◽  
Author(s):  
Mina Seraj ◽  
Aysegul Toker
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Social Network ◽  
Conceptual Model ◽  
Online Social Networks ◽  
Marketing Strategies ◽  
Social Media Marketing ◽  
Marketing Practice

This chapter describes and discusses the specificities of membership commitment to online social networks. While delineating these specificities, we introduce the concept of social network citizenship (SNC) to define the characteristics of committed network members. A conceptual model involving commencement, creation, change, and commitment is developed in order to establish the antecedents of this new concept. In addition, the implications for marketing practice are discussed to reveal how companies can acquire social network citizens to retain their social media marketing strategies successful.

Future of Work

2022 ◽  
pp. 27-54
Author(s):  
Zeynep Merve Ünal
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Social Cognitive ◽  
Cognitive Theory ◽  
Meaningful Work ◽  
Extensive Literature ◽  
Work Identity ◽  
Future Of Work ◽  
Job Demand ◽  
Distance Work

The aim of the chapter is to advance the framework of meaningful work under the new normal of COVID-19. The conceptualization of meaningful work is defined by the extensive literature review and current research findings. Future of work and its meaning are shaped by the crucial internal and external triggers as human resource practices, job-demand resources model, leadership, job crafting, playful work design, strengths used by individuals, and self-leadership. The meaning at distance work is reinforced by the fulfillment of individual needs. Within this context, new conceptualization of needs for meaning-based person job fit has emerged. The understanding of the relationship between variables and new meaningful work were enlightened by the theoretical framework of self-determination theory, social exchange theory, job-demand resources theory, work identity theory, social learning theory, social cognitive theory, and self-leadership theory. The chapter explores the possible outcomes of COVID-19 and its possible opportunities for employees, organizations, and education sectors.

Analysing the Effect of Value in Online Communities on Satisfaction in Online Socialisation and Knowledge-Sharing Intentions of Eco-Tourist

2017 ◽  
pp. 35-60 ◽  
Author(s):  
Sudipta Kiran Sarkar ◽  
Norman Au ◽  
Rob Law
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Social Exchange ◽  
Online Communities ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Exchange Theory ◽  
Mediating Effect ◽  
Social Media Platforms ◽  
Order Factor

This study, which is based on social exchange theory (SET), focuses on the capacities of social media to provide such means by examining the effect of value in online communities (VOC) in social media platforms on satisfying ecotourists' online socialisation and knowledge sharing. Based on the data obtained from 543 ecotourists and analysed by structural equation modelling (SEM), the results of this study confirmed that VOC, which embeds the SET factors of cooperation, reputation, trust and altruism, significantly influenced ecotourists' satisfaction in socialisation and knowledge-sharing intentions through social media. Furthermore, VOC served as a higher-/second-order factor reflected by the indicators of cooperation, reputation, trust and altruism. Finally, ecotourists' satisfaction in socialisation exerted a significant mediating effect between VOC and knowledge sharing.

scholarly journals Developing and Testing a Scale Designed to Measure Perceived Phubbing

2020 ◽  
Vol 17 (21) ◽  
pp. 8152
Author(s):  
Meredith E. David ◽  
James A. Roberts
Keyword(s):  
Social Media ◽  
Social Exchange ◽  
Social Exchange Theory ◽  
Anxiety And Depression ◽  
Future Research ◽  
Research Directions ◽  
Theoretical Support ◽  
Future Research Directions ◽  
Interesting Story ◽  
Use Of Social Media

Phubbing (phone snubbing) has become a commonplace behavior. The more we are phubbed the more likely we are to phub others. The extraordinary attention-grabbing ability of the smartphone would only be an interesting story if not for its impact on social media use and, ultimately, stress and depression. In Study 1 (n = 258, Mage = 20), we develop a parsimonious and valid measure of phubbing. Extant “phubbing” measures all lack important qualities needed to be able to assess phubbing with a brief and valid scale that can be replicated and used in a variety of research settings. In Study 2 (n = 157, Mage = 39), we test and extend the David and Roberts (2017) phubbing model, while further validating our perceived phubbing measure. We use Social Exchange Theory and Kardefelt-Winther’s (2014) model of compensatory internet use as theoretical support for our expected findings. Results find that phubbed individuals experience a sense of social exclusion that, paradoxically, is associated with an increased use of social media. This increased use of social media is associated with higher reported levels of anxiety and depression. Future research directions and study limitations are discussed.

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