Understanding social network site consumer engagements

Interpreting social network site (SNS) consumer behavior engages motivation, consumption, and planned behavior theory. An expanded consumer attitude and engagement approach combines with consumer expectations and psychology to embed consumer value deliverance intermediaries, and to ultimately deliver SNS business outcomes through satisfaction, trust and loyalty. This SNS ‘consumer engagement’ model is conceptualized to operate across the business’s SNS consumer engagement cycle, and with the SNS consumer measurement framework, adds understanding of pre-event, at-event and post-event consumer behavior when engaging in the business’s SNS. Astutely interpreted, this approach allows business to further understand its SNS consumers (and even its sub-groups of consumers).

[1]  Hsi-Peng Lu,et al.  Factors affecting purchase intention on mobile shopping web sites , 2009, Internet Res..

[2]  Wei Wei,et al.  Consumers’ pro-environmental behavior and the underlying motivations: A comparison between household and hotel settings , 2013 .

[3]  I. Ajzen.  Residual Effects of Past on Later Behavior: Habituation and Reasoned Action Perspectives , 2002 .

[4]  William A. Gamson,et al.  Utilitarian Logic in the Resource Mobilization Perspective , 1977 .

[5]  Soe-Tsyr Yuan,et al.  Customer-Driven Value Co-creation in Service Networks , 2011, The Science of Service Systems.

[6]  Rohana Kamaruddin,et al.  Public Transport Services in Klang Valley: Customer Expectations and Its Relationship Using SEM , 2012 .

[7]  Richard,et al.  Extrinsic and Intrinsic Motivation to Use Computers in the Workplace , 2022 .

[8]  Alain Yee-Loong Chong,et al.  BSEM estimation of network effect and customer orientation empowerment on trust in social media and network environment , 2013, Expert Syst. Appl..

[9]  Danah Boyd,et al.  Social Network Sites: Definition, History, and Scholarship , 2007, J. Comput. Mediat. Commun..

[10]  Erkan Akar,et al.  An Examination of the Factors Influencing Consumers' Attitudes Toward Social Media Marketing , 2011 .

[11]  N. Feather.  Expectations and Actions , 2021 .

[12]  Mark S. Granovetter.  Threshold Models of Collective Behavior , 1978, American Journal of Sociology.

[13]  Kristina Heinonen.  Consumer activity in social media: Managerial approaches to consumers' social media behavior , 2011 .

[14]  Sumeet Gupta,et al.  Investigating the intention to purchase digital items in social networking communities: A customer value perspective , 2011, Inf. Manag..

[15]  Scott A. Fay,et al.  Managing Service Expectations in Online Markets: A Signaling Theory of E-tailer Pricing and Empirical Tests , 2010 .

[16]  Petter Bae Brandtzæg,et al.  Why People Use Social Networking Sites , 2009, HCI.

[17]  A. Parasuraman,et al.  The impact of technology on the quality-value-loyalty chain: A research agenda , 2000 .

[18]  Gap model for dual customer values , 2008 .

[19]  Hyewon Chung,et al.  Applying the Technology Acceptance Model to Social Networking Sites (SNS): Impact of Subjective Norm and Social Capital on the Acceptance of SNS , 2013, Int. J. Hum. Comput. Interact..

[20]  R. Bagozzi,et al.  A Social Influence Model of Consumer Participation in Network- and Small-Group-Based Virtual Communities , 2004 .

[21]  B. Fireman,et al.  Encounters with unjust authority , 1982 .

[22]  E. Deci.  Cognitive Evaluation Theory: Effects of Extrinsic Rewards on Intrinsic Motivation , 1975 .

[23]  J. Fleishman,et al.  Collective action as helping behavior: Effects of responsibility diffusion on contributions to a public good. , 1980 .

[24]  Bruno S. Silvestre,et al.  Social Media? Get Serious! Understanding the Functional Building Blocks of Social Media , 2011 .

[25]  J. Hamilton,et al.  Linking car racing attendee expectations and values with trust, satisfaction and loyalty outcomes , 2013 .

[26]  M. Olson,et al.  The Logic of Collective Action: Public Goods and the Theory of Groups. , 1973 .

[27]  Sandra González-Bailón,et al.  Opening the black box of link formation: Social factors underlying the structure of the web , 2009, Soc. Networks.

[28]  G. Soutar,et al.  Consumer perceived value: The development of a multiple item scale , 2001 .

[29]  D. Hoffman,et al.  Can You Measure the ROI of Your Social Media Marketing , 2010 .

[30]  Sumeet Gupta,et al.  Value-based Adoption of Mobile Internet: An empirical investigation , 2007, Decis. Support Syst..

[31]  Stuart J. Barnes,et al.  BRAND VALUE IN VIRTUAL WORLDS: AN AXIOLOGICAL APPROACH , 2008 .

[32]  Jagdish N. Sheth,et al.  Customer Behavior: Consumer Behavior and Beyond , 1998 .

[33]  Thomas Scherngell,et al.  Investigating an online social network using spatial interaction models , 2009, Soc. Networks.

[34]  Matthew K. O. Lee,et al.  Online social networks: Why do students use facebook? , 2011, Comput. Hum. Behav..

[35]  Chechen Liao,et al.  Examining the impact of privacy, trust and risk perceptions beyond monetary transactions: An integrated model , 2011, Electron. Commer. Res. Appl..

[36]  L. Hamer.  A confirmation perspective on perceived service quality , 2006 .

[37]  Guosong Shao,et al.  Understanding the appeal of user-generated media: a uses and gratification perspective , 2009, Internet Res..

[38]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[39]  Craig Ross,et al.  Personality and motivations associated with Facebook use , 2009, Comput. Hum. Behav..

[40]  M. Olson,et al.  The Logic of Collective Action , 1965 .

[41]  P. Boksberger,et al.  Perceived value: a critical examination of definitions, concepts and measures for the service industry , 2011 .

[42]  Efraim Turban,et al.  Groups Formation and Operations in the Web 2.0 Environment and Social Networks , 2008 .

[43]  K. Ruyter,et al.  Consumer Responses to Vertical Service Line Extensions , 2008 .

[44]  Patrick Doreian,et al.  Social context, spatial structure and social network structure , 2012, Soc. Networks.

[45]  Fred D. Davis,et al.  Extrinsic and Intrinsic Motivation to Use Computers in the Workplace1 , 1992 .

[46]  Lisa Harris,et al.  Social networks: the future of marketing for small business , 2009 .

[47]  M. Maehr,et al.  Beyond a Two-Goal Theory of Motivation and Achievement: A Case for Social Goals , 1995 .

[48]  Pr Smith,et al.  Emarketing Excellence: Planning and Optimizing your Digital Marketing , 2012 .

[49]  M. A. M. Tena,et al.  Customer perceived value in banking services , 2006 .

[50]  Bert Klandermans,et al.  MOBILIZATION AND PARTICIPATION: SOCIAL-PSYCHOLOGICAL EXPANSIONS OF RESOURCE MOBILIZATION THEORY* , 1984 .

[51]  G. Marwell,et al.  A Theory of the Critical Mass , 1991 .

[52]  S. Doyle.  The role of social networks in marketing , 2007 .

[53]  A. Warde.  Consumption and Theories of Practice , 2005 .

[54]  Jonathan Klick,et al.  Social Networks, Self Denial, and Median Preferences: Conformity as an Evolutionary Strategy , 2008 .

[55]  E. Larson,et al.  Dissemination of health information through social networks: twitter and antibiotics. , 2010, American journal of infection control.

[56]  Viswanath Venkatesh,et al.  Technology Acceptance Model 3 and a Research Agenda on Interventions , 2008, Decis. Sci..

[57]  David Liben-Nowell,et al.  The link-prediction problem for social networks , 2007 .

[58]  David Beer,et al.  Social network(ing) sites...revisiting the story so far: A response to danah boyd & Nicole Ellison , 2008, J. Comput. Mediat. Commun..

[59]  Andrew M. Cox.  Flickr: a case study of Web2.0 , 2008, Aslib Proc..

[60]  T. L. Schwartz.  The Logic of Collective Action , 1986 .

[61]  Victoria L. Crittenden,et al.  We're all connected: The power of the social media ecosystem , 2011 .

[62]  Hsi-Peng Lu,et al.  Why people use social networking sites: An empirical study integrating network externalities and motivation theory , 2011, Comput. Hum. Behav..

[63]  Christian Grönroos,et al.  Making Sense of Value and Value Co-Creation in Service Logic , 2012 .

[64]  Bernd W. Wirtz,et al.  DETERMINANTS OF SOCIAL MEDIA WEBSITE ATTRACTIVENESS , 2013 .

[65]  E. Vance Wilson,et al.  The Distinct Roles of Prior IT Use and Habit Strength in Predicting Continued Sporadic Use of IT , 2010, Commun. Assoc. Inf. Syst..

[66]  B. D. Guillet,et al.  Investigation of Social Media Marketing: How Does the Hotel Industry in Hong Kong Perform in Marketing on Social Media Websites? , 2011 .

[67]  Michail N. Giannakos,et al.  Exploring the Business Potential of Social Media: An Utilitarian and Hedonic Motivation Approach , 2012, Bled eConference.