IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v45y2019icp95-106.html
   My bibliography  Save this article

How social media brand pages contribute to functional conflict: The central role of commitment

Author

Listed:
  • Shi, Si
  • Cao, Yu
  • Chen, Yang
  • Chow, Wing S.

Abstract

Although brand pages on social media platforms are burgeoning, companies frequently have difficulty in sustaining customer relationships on their brand pages. Consequently, this study focuses on how a social media brand page develops customer commitment and encourages them to perceive that future conflicts with the company can be resolved for their mutual benefit. On the basis of a review of the literature on customer value theory and commitment, this study develops an integrative model that explores the antecedents of functional conflict and the boundary condition under which brand page commitment enhances functional conflict. The model is tested using data collected from 293 followers of brand pages on a social networking site. The results demonstrate the salient roles of customer values and commitment in determining customer perceptions of future conflicts. By shifting scholarly attention from economic outcomes characterized by purchase intention to relationship outcomes characterized by functional conflict, the findings contribute to the research of the business implications of social networking sites.

Suggested Citation

  • Shi, Si & Cao, Yu & Chen, Yang & Chow, Wing S., 2019. "How social media brand pages contribute to functional conflict: The central role of commitment," International Journal of Information Management, Elsevier, vol. 45(C), pages 95-106.
  • Handle: RePEc:eee:ininma:v:45:y:2019:i:c:p:95-106
    DOI: 10.1016/j.ijinfomgt.2018.11.007
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401218305772
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.ijinfomgt.2018.11.007?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. Bernard J. Jansen & Mimi Zhang & Kate Sobel & Abdur Chowdury, 2009. "Twitter power: Tweets as electronic word of mouth," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 60(11), pages 2169-2188, November.
    2. Saghiri, Soroosh & Wilding, Richard & Mena, Carlos & Bourlakis, Michael, 2017. "Toward a three-dimensional framework for omni-channel," Journal of Business Research, Elsevier, vol. 77(C), pages 53-67.
    3. Aladwani, Adel M. & Dwivedi, Yogesh K., 2018. "Towards a theory of SocioCitizenry: Quality anticipation, trust configuration, and approved adaptation of governmental social media," International Journal of Information Management, Elsevier, vol. 43(C), pages 261-272.
    4. Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    5. Stephanie Watts Sussman & Wendy Schneier Siegal, 2003. "Informational Influence in Organizations: An Integrated Approach to Knowledge Adoption," Information Systems Research, INFORMS, vol. 14(1), pages 47-65, March.
    6. Patrick J. Bateman & Peter H. Gray & Brian S. Butler, 2011. "Research Note ---The Impact of Community Commitment on Participation in Online Communities," Information Systems Research, INFORMS, vol. 22(4), pages 841-854, December.
    7. Allen S. Lee & Richard L. Baskerville, 2003. "Generalizing Generalizability in Information Systems Research," Information Systems Research, INFORMS, vol. 14(3), pages 221-243, September.
    8. Hashim, Kamarul Faizal & Tan, Felix B., 2015. "The mediating role of trust and commitment on members’ continuous knowledge sharing intention: A commitment-trust theory perspective," International Journal of Information Management, Elsevier, vol. 35(2), pages 145-151.
    9. Shiau, Wen-Lung & Dwivedi, Yogesh K. & Lai, He-Hong, 2018. "Examining the core knowledge on facebook," International Journal of Information Management, Elsevier, vol. 43(C), pages 52-63.
    10. Kawaljeet Kaur Kapoor & Kuttimani Tamilmani & Nripendra P. Rana & Pushp Patil & Yogesh K. Dwivedi & Sridhar Nerur, 2018. "Advances in Social Media Research: Past, Present and Future," Information Systems Frontiers, Springer, vol. 20(3), pages 531-558, June.
    11. Kim, Namil & Kim, Wonjoon, 2018. "Do your social media lead you to make social deal purchases? Consumer-generated social referrals for sales via social commerce," International Journal of Information Management, Elsevier, vol. 39(C), pages 38-48.
    12. Zhou, Zhimin & Zhang, Qiyuan & Su, Chenting & Zhou, Nan, 2012. "How do brand communities generate brand relationships? Intermediate mechanisms," Journal of Business Research, Elsevier, vol. 65(7), pages 890-895.
    13. Khim-Yong Goh & Cheng-Suang Heng & Zhijie Lin, 2013. "Social Media Brand Community and Consumer Behavior: Quantifying the Relative Impact of User- and Marketer-Generated Content," Information Systems Research, INFORMS, vol. 24(1), pages 88-107, March.
    14. Kamboj, Shampy & Sarmah, Bijoylaxmi & Gupta, Shivam & Dwivedi, Yogesh, 2018. "Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response," International Journal of Information Management, Elsevier, vol. 39(C), pages 169-185.
    15. Zhang, Mingli & Guo, Lingyun & Hu, Mu & Liu, Wenhua, 2017. "Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation," International Journal of Information Management, Elsevier, vol. 37(3), pages 229-240.
    16. 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.
    17. Satish Nambisan & Robert A. Baron, 2010. "Different Roles, Different Strokes: Organizing Virtual Customer Environments to Promote Two Types of Customer Contributions," Organization Science, INFORMS, vol. 21(2), pages 554-572, April.
    18. Linwan Wu, 2017. "Relationship building in nation branding: The central role of nation brand commitment," Place Branding and Public Diplomacy, Palgrave Macmillan, vol. 13(1), pages 65-80, February.
    19. Sumeet Gupta & Hee-Woong Kim, 2007. "Developing the Commitment to Virtual Community: The Balanced Effects of Cognition and Affect," Information Resources Management Journal (IRMJ), IGI Global, vol. 20(1), pages 28-45, January.
    20. Fu, Senhui & Yan, Qing & Feng, Guangchao Charles, 2018. "Who will attract you? Similarity effect among users on online purchase intention of movie tickets in the social shopping context," International Journal of Information Management, Elsevier, vol. 40(C), pages 88-102.
    21. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    22. Shareef, Mahmud Akhter & Mukerji, Bhasker & Alryalat, Mohammad Abdallah Ali & Wright, Angela & Dwivedi, Yogesh K., 2018. "Advertisements on Facebook: Identifying the persuasive elements in the development of positive attitudes in consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 258-268.
    23. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
    24. Shiau, Wen-Lung & Dwivedi, Yogesh K. & Yang, Han Suan, 2017. "Co-citation and cluster analyses of extant literature on social networks," International Journal of Information Management, Elsevier, vol. 37(5), pages 390-399.
    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. 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. Taneja, Anu & Arora, Anuja, 2019. "Modeling user preferences using neural networks and tensor factorization model," International Journal of Information Management, Elsevier, vol. 45(C), pages 132-148.
    2. Wang, Xuequn & Lin, Xiaolin & Spencer, Marilyn K., 2019. "Exploring the effects of extrinsic motivation on consumer behaviors in social commerce: Revealing consumers’ perceptions of social commerce benefits," International Journal of Information Management, Elsevier, vol. 45(C), pages 163-175.
    3. Lu, Chih-Cheng & Wu, Ing-Long & Hsiao, Wei-Hung, 2019. "Developing customer product loyalty through mobile advertising: Affective and cognitive perspectives," International Journal of Information Management, Elsevier, vol. 47(C), pages 101-111.
    4. Agarwal, Shweta & Kumar, Shailendra & Goel, Utkarsh, 2019. "Stock market response to information diffusion through internet sources: A literature review," International Journal of Information Management, Elsevier, vol. 45(C), pages 118-131.
    5. Acharya, Abhilash & Singh, Sanjay Kumar & Pereira, Vijay & Singh, Poonam, 2018. "Big data, knowledge co-creation and decision making in fashion industry," International Journal of Information Management, Elsevier, vol. 42(C), pages 90-101.
    6. Cao, Xiongfei & Yu, Lingling, 2019. "Exploring the influence of excessive social media use at work: A three-dimension usage perspective," International Journal of Information Management, Elsevier, vol. 46(C), pages 83-92.
    7. 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.
    8. Hassan, Lobna & Dias, Antonio & Hamari, Juho, 2019. "How motivational feedback increases user’s benefits and continued use: A study on gamification, quantified-self and social networking," International Journal of Information Management, Elsevier, vol. 46(C), pages 151-162.
    9. Li, Ling & He, Wu & Xu, Li & Ash, Ivan & Anwar, Mohd & Yuan, Xiaohong, 2019. "Investigating the impact of cybersecurity policy awareness on employees’ cybersecurity behavior," International Journal of Information Management, Elsevier, vol. 45(C), pages 13-24.
    10. Cheng, Xusen & Gu, Yu & Shen, Jia, 2019. "An integrated view of particularized trust in social commerce: An empirical investigation," International Journal of Information Management, Elsevier, vol. 45(C), pages 1-12.
    11. Shiau, Wen-Lung & Dwivedi, Yogesh K. & Lai, He-Hong, 2018. "Examining the core knowledge on facebook," International Journal of Information Management, Elsevier, vol. 43(C), pages 52-63.
    12. Shao, Zhen & Pan, Zhengyuan, 2019. "Building Guanxi network in the mobile social platform: A social capital perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 109-120.
    13. Saito, Taiga & Takahashi, Akihiko & Koide, Noriaki & Ichifuji, Yu, 2019. "Application of online booking data to hotel revenue management," International Journal of Information Management, Elsevier, vol. 46(C), pages 37-53.
    14. Azaizah, Nadeem & Reychav, Iris & Raban, Daphne R. & Simon, Tomer & McHaney, Roger, 2018. "Impact of ESN implementation on communication and knowledge-sharing in a multi-national organization," International Journal of Information Management, Elsevier, vol. 43(C), pages 284-294.
    15. Algharabat, Raed & Rana, Nripendra P. & Alalwan, Ali Abdallah & Baabdullah, Abdullah & Gupta, Ashish, 2020. "Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    16. Othman Boujena & Isabelle Ulrich & Aikaterini Manthiou & Bruno Godey, 2021. "Customer engagement and performance in social media: a managerial perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 965-987, December.
    17. Nisar, Tahir M. & Prabhakar, Guru & Ilavarasan, P. Vigneswara & Baabdullah, Abdullah M., 2020. "Up the ante: Electronic word of mouth and its effects on firm reputation and performance," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    18. Johanna Gummerus & Veronica Liljander & Reija Sihlman, 2017. "Do Ethical Social Media Communities Pay Off? An Exploratory Study of the Ability of Facebook Ethical Communities to Strengthen Consumers’ Ethical Consumption Behavior," Journal of Business Ethics, Springer, vol. 144(3), pages 449-465, September.
    19. Yutaro Usui & Fujio Toriumi & Toshiharu Sugawara, 2023. "User behaviors in consumer-generated media under monetary reward schemes," Journal of Computational Social Science, Springer, vol. 6(1), pages 389-409, April.
    20. Nisar, Tahir M. & Prabhakar, Guru & Patil, Pushp P., 2018. "Sports clubs’ use of social media to increase spectator interest," International Journal of Information Management, Elsevier, vol. 43(C), pages 188-195.

    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:ininma:v:45:y:2019:i:c:p:95-106. 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: https://www.journals.elsevier.com/international-journal-of-information-management .

    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.