Leaving the Home Turf: How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement

Julia Schamari*, Tobias Schaefers

*Kontaktforfatter af dette arbejde

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Resumé

The level of brand-related consumer engagement is considered to be a key determinant of successful social media activities. However, due to the commonly high levels of consumers who merely consume instead of being actively engaged, companies seek strategies to increase consumer engagement. Additionally, a large part of consumers' engagement does not occur on platforms controlled by the brand, but on consumer-generated platforms. Based on social learning theory we propose webcare as a reaction to positive engagement to be an effective marketing tool for reinforcing observing consumers' engagement intentions, especially on consumer-generated platforms. In an experimental online study we reveal that webcare can be used to increase engagement intentions on consumer-generated platforms, and that consumers' surprise explains this reinforcing effect. Moreover, we show that in these consumer-dominated spaces, personal webcare is more effective in driving consumer engagement intentions than impersonal webcare, and that this effect is explained by consumers' perceptions of a brand's conversational communication style. The results indicate that brand managers should leave their home turf and use webcare on consumer-generated social media platforms outside of their direct control.
OriginalsprogEngelsk
TidsskriftJournal of Interactive Marketing
Vol/bind30
Sider (fra-til)20-33
Antal sider14
ISSN1094-9968
DOI
StatusUdgivet - 2015
Udgivet eksterntJa

Citer dette

@article{5fc0158eab7f4607a80698363813b932,
title = "Leaving the Home Turf: How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement",
abstract = "The level of brand-related consumer engagement is considered to be a key determinant of successful social media activities. However, due to the commonly high levels of consumers who merely consume instead of being actively engaged, companies seek strategies to increase consumer engagement. Additionally, a large part of consumers' engagement does not occur on platforms controlled by the brand, but on consumer-generated platforms. Based on social learning theory we propose webcare as a reaction to positive engagement to be an effective marketing tool for reinforcing observing consumers' engagement intentions, especially on consumer-generated platforms. In an experimental online study we reveal that webcare can be used to increase engagement intentions on consumer-generated platforms, and that consumers' surprise explains this reinforcing effect. Moreover, we show that in these consumer-dominated spaces, personal webcare is more effective in driving consumer engagement intentions than impersonal webcare, and that this effect is explained by consumers' perceptions of a brand's conversational communication style. The results indicate that brand managers should leave their home turf and use webcare on consumer-generated social media platforms outside of their direct control.",
keywords = "Consumer engagement, Moderated mediation, Reinforcement theory, Social learning theory, Social media, Webcare",
author = "Julia Schamari and Tobias Schaefers",
year = "2015",
doi = "10.1016/j.intmar.2014.12.001",
language = "English",
volume = "30",
pages = "20--33",
journal = "Journal of Interactive Marketing",
issn = "1094-9968",
publisher = "Elsevier Inc.",

}

Leaving the Home Turf : How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement. / Schamari, Julia; Schaefers, Tobias.

I: Journal of Interactive Marketing, Bind 30, 2015, s. 20-33.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

T1 - Leaving the Home Turf

T2 - How Brands Can Use Webcare on Consumer-generated Platforms to Increase Positive Consumer Engagement

AU - Schamari, Julia

AU - Schaefers, Tobias

PY - 2015

Y1 - 2015

N2 - The level of brand-related consumer engagement is considered to be a key determinant of successful social media activities. However, due to the commonly high levels of consumers who merely consume instead of being actively engaged, companies seek strategies to increase consumer engagement. Additionally, a large part of consumers' engagement does not occur on platforms controlled by the brand, but on consumer-generated platforms. Based on social learning theory we propose webcare as a reaction to positive engagement to be an effective marketing tool for reinforcing observing consumers' engagement intentions, especially on consumer-generated platforms. In an experimental online study we reveal that webcare can be used to increase engagement intentions on consumer-generated platforms, and that consumers' surprise explains this reinforcing effect. Moreover, we show that in these consumer-dominated spaces, personal webcare is more effective in driving consumer engagement intentions than impersonal webcare, and that this effect is explained by consumers' perceptions of a brand's conversational communication style. The results indicate that brand managers should leave their home turf and use webcare on consumer-generated social media platforms outside of their direct control.

AB - The level of brand-related consumer engagement is considered to be a key determinant of successful social media activities. However, due to the commonly high levels of consumers who merely consume instead of being actively engaged, companies seek strategies to increase consumer engagement. Additionally, a large part of consumers' engagement does not occur on platforms controlled by the brand, but on consumer-generated platforms. Based on social learning theory we propose webcare as a reaction to positive engagement to be an effective marketing tool for reinforcing observing consumers' engagement intentions, especially on consumer-generated platforms. In an experimental online study we reveal that webcare can be used to increase engagement intentions on consumer-generated platforms, and that consumers' surprise explains this reinforcing effect. Moreover, we show that in these consumer-dominated spaces, personal webcare is more effective in driving consumer engagement intentions than impersonal webcare, and that this effect is explained by consumers' perceptions of a brand's conversational communication style. The results indicate that brand managers should leave their home turf and use webcare on consumer-generated social media platforms outside of their direct control.

KW - Consumer engagement

KW - Moderated mediation

KW - Reinforcement theory

KW - Social learning theory

KW - Social media

KW - Webcare

UR - https://sfx-45cbs.hosted.exlibrisgroup.com/45cbs?url_ver=Z39.88-2004&url_ctx_fmt=info:ofi/fmt:kev:mtx:ctx&ctx_enc=info:ofi/enc:UTF-8&ctx_ver=Z39.88-2004&rfr_id=info:sid/sfxit.com:azlist&sfx.ignore_date_threshold=1&rft.object_id=954921427650&rft.object_portfolio_id=&svc.holdings=yes&svc.fulltext=yes

U2 - 10.1016/j.intmar.2014.12.001

DO - 10.1016/j.intmar.2014.12.001

M3 - Journal article

AN - SCOPUS:84930981290

VL - 30

SP - 20

EP - 33

JO - Journal of Interactive Marketing

JF - Journal of Interactive Marketing

SN - 1094-9968

ER -