Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour

被引：80
作者：
Sheng, Jie [1 ]
机构：
[1] Univ Bristol, Sch Econ Finance & Management, Priory Rd Complex,Priory Rd, Bristol BS8 1TU, Avon, England
来源：
JOURNAL OF INTERACTIVE MARKETING | 2019年 / 46卷
关键词：
Online managerial responses; Customer reviews; Customer engagement behaviour; Firm engagement; Social media marketing; WORD-OF-MOUTH; USER-GENERATED CONTENT; SOCIAL MEDIA; MARKETING-RESEARCH; CONSUMER; CAPABILITIES; POPULARITY; RESPONSES; REVIEWS; IMPACT;
D O I：
10.1016/j.intmar.2018.11.004
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This research investigates the behavioral effects of firms' online activeness in influencing customer engagement in word-of-mouth communications. Using a large-scale field dataset of hotel reviews and managerial responses, this study empirically examines firm responsiveness in relationship to community members' participation in the online review posting. Novel findings are reported that response volume and speed are important for effecting firm-customer interactions. This highlights a firm-leading influence on customers' word-of-mouth behaviour by identifying firm engagement as a motivational driver of customer engagement. It offers implications for researchers and practitioners with regard to social media marketing, in particular firm engaging in the online communication network by acting in an active and prompt manner. (C) 2018
引用
收藏
页码：40 / 51
页数：12
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