IDEAS home Printed from https://ideas.repec.org/a/eee/eurman/v35y2017i5p606-616.html
   My bibliography  Save this article

Framing social media communication: Investigating the effects of brand post appeals on user interaction

Author

Listed:
  • Wagner, Timm F.
  • Baccarella, Christian V.
  • Voigt, Kai-Ingo

Abstract

Social networking sites (SNS) play an increasingly important role in the mix of brands’ marketing communication. A key question for marketing departments, therefore, is how brand posts can be best framed to provoke positive user reactions and interactions. In order to better understand the determinants of communication success on SNS, we propose a theoretical framework of how users process posts on SNS. Its logic suggests that the overall theme of a post (“post appeal”) is a main antecedent of communication success. Thus, we empirically examine the effects of post appeals on user interaction by profoundly analysing a sample of 1948 Facebook posts. Results show that some post appeals have positive and others have negative impact on user interaction. Interestingly, some of the appeals with positive impact are rarely used by brands, while some of the appeals with negative impact are used quite frequently, indicating that brands currently do not grasp the full potential of post appeal strategy. This article concludes by discussing theoretical and managerial implications.

Suggested Citation

  • Wagner, Timm F. & Baccarella, Christian V. & Voigt, Kai-Ingo, 2017. "Framing social media communication: Investigating the effects of brand post appeals on user interaction," European Management Journal, Elsevier, vol. 35(5), pages 606-616.
    • Handle: RePEc:eee:eurman:v:35:y:2017:i:5:p:606-616
    DOI: 10.1016/j.emj.2017.05.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0263237317300749
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.emj.2017.05.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Celsi, Richard L & Olson, Jerry C, 1988. "The Role of Involvement in Attention and Comprehension Processes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(2), pages 210-224, September.
    2. Yalch, Richard F & Elmore-Yalch, Rebecca, 1984. "The Effect of Numbers on the Route to Persuasion," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 11(1), pages 522-527, June.
    3. Patterson, Anthony, 2012. "Social-networkers of the world, unite and take over: A meta-introspective perspective on the Facebook brand," Journal of Business Research, Elsevier, vol. 65(4), pages 527-534.
    4. Thomas F. Stafford & Marla R. Stafford, 2001. "Identifying Motivations for the Use of Commercial Web Sites," Information Resources Management Journal (IRMJ), IGI Global, vol. 14(1), pages 22-30, January.
    5. Holbrook, Morris B & Batra, Rajeev, 1987. "Assessing the Role of Emotions as Mediators of Consumer Responses to Advertising," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(3), pages 404-420, December.
    6. Gensler, Sonja & Völckner, Franziska & Liu-Thompkins, Yuping & Wiertz, Caroline, 2013. "Managing Brands in the Social Media Environment," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 242-256.
    7. Halliday, Sue Vaux, 2016. "User-generated content about brands: Understanding its creators and consumers," Journal of Business Research, Elsevier, vol. 69(1), pages 137-144.
    8. Chang, Yu-Ting & Yu, Hueiju & Lu, Hsi-Peng, 2015. "Persuasive messages, popularity cohesion, and message diffusion in social media marketing," Journal of Business Research, Elsevier, vol. 68(4), pages 777-782.
    9. David Godes & Dina Mayzlin, 2004. "Using Online Conversations to Study Word-of-Mouth Communication," Marketing Science, INFORMS, vol. 23(4), pages 545-560, June.
    10. de Vries, Lisette & Gensler, Sonja & Leeflang, Peter S.H., 2012. "Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing," Journal of Interactive Marketing, Elsevier, vol. 26(2), pages 83-91.
    11. Mangold, W. Glynn & Faulds, David J., 2009. "Social media: The new hybrid element of the promotion mix," Business Horizons, Elsevier, vol. 52(4), pages 357-365, July.
    12. Kietzmann, Jan H. & Hermkens, Kristopher & McCarthy, Ian P. & Silvestre, Bruno S., 2011. "Social media? Get serious! Understanding the functional building blocks of social media," Business Horizons, Elsevier, vol. 54(3), pages 241-251, May.
    13. Kohli, Chiranjeev & Suri, Rajneesh & Kapoor, Anuj, 2015. "Will social media kill branding?," Business Horizons, Elsevier, vol. 58(1), pages 35-44.
    14. Edell, Julie A & Burke, Marian Chapman, 1987. "The Power of Feelings in Understanding Advertising Effects," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(3), pages 421-433, December.
    15. Richins, Marsha L & Bloch, Peter H, 1986. "After the New Wears Off: The Temporal Context of Product Involvement," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(2), pages 280-285, September.
    16. Fournier, Susan & Avery, Jill, 2011. "The uninvited brand," Business Horizons, Elsevier, vol. 54(3), pages 193-207, May.
    17. Alexander Muk & Christina Chung & Jonghoon Kim, 2014. "Korean consumer perspectives on social media advertising and intention to join brand pages," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 24(4), pages 384-394, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mandler, Timo & Johnen, Marius & Gräve, Jan-Frederik, 2020. "Can’t help falling in love? How brand luxury generates positive consumer affect in social media," Journal of Business Research, Elsevier, vol. 120(C), pages 330-342.
    2. Smaldone, Francesco & Ippolito, Adelaide & Ruberto, Margherita, 2020. "The shadows know me: Exploring the dark side of social media in the healthcare field," European Management Journal, Elsevier, vol. 38(1), pages 19-32.
    3. Tran, Hai-Anh & Farrell, Andrew & Evanschitzky, Heiner & Nguyen, Bach & Ackfeldt, Anna-Lena, 2024. "Using affective content to promote high-involvement services on social media," Journal of Business Research, Elsevier, vol. 179(C).
    4. Pelau Corina & Niculescu Miruna & Stanescu Mihaela, 2020. "Consumers’ perception on the advantages and disadvantages of cookies and browsing history," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 14(1), pages 829-837, July.
    5. Baccarella, Christian V. & Wagner, Timm F. & Kietzmann, Jan H. & McCarthy, Ian P., 2018. "Social media? It's serious! Understanding the dark side of social media," European Management Journal, Elsevier, vol. 36(4), pages 431-438.
    6. Isaac Owusu Asante & Yushi Jiang & Xiao Luo & Martinson Ankrah Twumasi, 2022. "The Organic Marketing Nexus: The Effect of Unpaid Marketing Practices on Consumer Engagement," Sustainability, MDPI, vol. 15(1), pages 1-24, December.
    7. Ryan, Camille D. & Schaul, Andrew J. & Butner, Ryan & Swarthout, John T., 2020. "Monetizing disinformation in the attention economy: The case of genetically modified organisms (GMOs)," European Management Journal, Elsevier, vol. 38(1), pages 7-18.
    8. Korzynski, Pawel & Mazurek, Grzegorz & Haenlein, Michael, 2020. "Leveraging employees as spokespeople in your HR strategy: How company-related employee posts on social media can help firms to attract new talent," European Management Journal, Elsevier, vol. 38(1), pages 204-212.
    9. Ree Chan Ho & Muslim Amin, 2023. "Exploring the role of commitment in potential absorptive capacity and its impact on new financial product knowledge: a social media banking perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 585-598, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
    2. Wondwesen Tafesse & Anders Wien, 2017. "A framework for categorizing social media posts," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1284390-128, January.
    3. Mohammad Zulfeequar Alam, 2017. "Exploring Shopper Insights of Social Media Use in Saudi Arabia," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 326-333.
    4. Roma, Paolo & Aloini, Davide, 2019. "How does brand-related user-generated content differ across social media? Evidence reloaded," Journal of Business Research, Elsevier, vol. 96(C), pages 322-339.
    5. Rydén, Pernille & Ringberg, Torsten & Wilke, Ricky, 2015. "How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media," Journal of Interactive Marketing, Elsevier, vol. 31(C), pages 1-16.
    6. Tony Cooper & Constantino Stavros & Angela R. Dobele, 2019. "The levers of engagement: an exploration of governance in an online brand community," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 240-254, May.
    7. Giannis Milolidakis & Demosthenes Akoumianakis & Chris Kimble, 2013. "Digital traces for business intelligence: A case study of mobile telecoms service brands in Greece," Post-Print halshs-00954440, HAL.
    8. Thomas Clauss & Thomas Niemand & Sascha Kraus & Patrick Schnetzer & Alexander Brem, 2019. "Increasing Crowdfunding Success Through Social Media: The Importance Of Reach And Utilisation In Reward-Based Crowdfunding," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 1-30, May.
    9. Elena Casprini & Alberto Di Minin, 2015. "How are companies facing the social media (r)evolution?," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(2), pages 67-86.
    10. Hsu, Liwu & Lawrence, Benjamin, 2016. "The role of social media and brand equity during a product recall crisis: A shareholder value perspective," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 59-77.
    11. Felix, Reto & Rauschnabel, Philipp A. & Hinsch, Chris, 2017. "Elements of strategic social media marketing: A holistic framework," Journal of Business Research, Elsevier, vol. 70(C), pages 118-126.
    12. Alalwan, Ali Abdallah, 2018. "Investigating the impact of social media advertising features on customer purchase intention," International Journal of Information Management, Elsevier, vol. 42(C), pages 65-77.
    13. Sheng, Jie, 2019. "Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour," Journal of Interactive Marketing, Elsevier, vol. 46(C), pages 40-51.
    14. Krishen, Anjala S. & Dwivedi, Yogesh K. & Bindu, N. & Kumar, K. Satheesh, 2021. "A broad overview of interactive digital marketing: A bibliometric network analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 183-195.
    15. Krishnamurthy, Anup & Kumar, S. Ramesh, 2018. "Electronic word-of-mouth and the brand image: Exploring the moderating role of involvement through a consumer expectations lens," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 149-156.
    16. Malgorzata Bartosik-Purgat & Oxana Filipchuk & Michael B. Hinner, 2017. "Communication and Consumer Activities of Social Networking Sites Users: Cases from Germany, Poland and Russia," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 15(4 (Winter), pages 341-363.
    17. Janarthanan Balakrishnan & Pantea Foroudi, 2020. "Does Corporate Reputation Matter? Role of Social Media in Consumer Intention to Purchase Innovative Food Product," Corporate Reputation Review, Palgrave Macmillan, vol. 23(3), pages 181-200, August.
    18. Rosenthal, Benjamin & Brito, Eliane P.Z., 2017. "How virtual brand community traces may increase fan engagement in brand pages," Business Horizons, Elsevier, vol. 60(3), pages 375-384.
    19. Foltean, Florin Sabin & Trif, Simona Mihaela & Tuleu, Daniela Liliana, 2019. "Customer relationship management capabilities and social media technology use: Consequences on firm performance," Journal of Business Research, Elsevier, vol. 104(C), pages 563-575.
    20. Mangold, W. Glynn & Smith, Katherine Taken, 2012. "Selling to Millennials with online reviews," Business Horizons, Elsevier, vol. 55(2), pages 141-153.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:eurman:v:35:y:2017:i:5:p:606-616. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/115/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.