| Title |
Generating customer engagement in electronic-brand communities: a stimulus-organism-response perspective |
| ID_Doc |
15358 |
| Authors |
Naqvi, MHA; Jiang, YS; Naqvi, M |
| Title |
Generating customer engagement in electronic-brand communities: a stimulus-organism-response perspective |
| Year |
2021 |
| Published |
Asia Pacific Journal Of Marketing And Logistics, 33, 7 |
| DOI |
10.1108/APJML-01-2020-0053 |
| Abstract |
Purpose This article investigates the factors in customer engagement with electronic brand (e-brand) communities and the mechanism behind their effects. The aim is to investigate the influence of various characteristics of e-brand communities on customer engagement, satisfaction through brand loyalty, and Recommendation. Design/methodology/approach A survey questionnaire was administered to 320 Facebook users in Pakistan. The aim is to investigate the influence of various characteristics of e-brand communities on customer engagement, satisfaction through brand loyalty and recommendation. The data were analyzed using PLS-SEM to test a model developed under the stimulus-organism-response perspective. Findings Each community attribute significantly affected customer engagement, which was further found to mediate the relationship from these attributes through to customer satisfaction and then to brand loyalty and recommendation. Originality/value An original model hypothesized from the stimulus-organism-response framework was validated among an emerging market sample, highlighting the role of customer engagement with e-brand communities in mediating the effects of information and service quality on customer satisfaction. |
| Author Keywords |
Customer engagement; Information quality; System quality; Brand loyalty; Customer satisfaction; Recommendation; E-brand communities |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:000597934600001 |
| WoS Category |
Business |
| Research Area |
Business & Economics |
| PDF |
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