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Exploring the commercial value of social networks: enhancing consumers' brand experience through Facebook pages

  • Hsin Chen
    ,
  • Anastasia Papazafeiropoulou
    ,
  • Ta Kang Chen
    ,
  • Yanqing Duan
    ,
  • Hsiu-Wen Liu
Research Output:
Contribution to journal
Article
 Peer-review

Open access

Abstract

Purpose – The purpose of this paper is to understand the factors which impact upon the consumers’ willingness to utilise company Facebook pages and e-word-of mouth by proposing and testing a conceptual framework which is inspired by theories in marketing and information systems fields. The authors believe that only by applying both theories will provide a more complete understanding of the relationship between brand experience and Facebook. The research model attempts to illustrate the factors according to customers’ intrinsic and extrinsic motivations and their impact on brand experience, brand Facebook page loyalty and e-word-of-mouth (E-WOM). Design/methodology/approach – The authors adopted an online survey method for data collection. The subjects the authors used were Facebook users. The data were collected in Taiwan over spring 2011. The authors then used the structural equation model to analyse the data collected. Findings – The findings suggest that users are influenced by the technical characterises of a brand Facebook page, such as ease of use and usefulness, which might be combated by attempting to reduce customer effort when accessing Facebook pages. The authors conclude that customer effort influenced brand experience and consequently loyalty to brand Facebook pages and E-WOM. Research limitations/implications – The limitations of this study relate to the investigation of consumer perspectives in a specific geographical context and time frame. Originality/value – The study’s contributions are both theoretical and practical, as it offers new insights into brand experience attitudes in an online environment and useful insights to companies willing to market themselves on Facebook. Keywords Marketing, Facebook, Virtual community, Extrinsic motivations, Intrinsic motivations Paper type Research paper

Publication Information

Output type

Research Output:
Contribution to journal
Article
 Peer-review

Original language

English

Pages from-to (Number of pages)

Pages 576-598

Journal (Volume, Issue Number)

Journal of Enterprise Information Management (Volume 27, Issue 5)

Publication milestones

  • Published - 02/09/2014

Publication status

Published - 02/09/2014

ISSN

1741-0398

Publication IDs

  • handle.net: 10547/332863
  • Scopus: 84912114734

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