IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v89y2018icp404-410.html
   My bibliography  Save this article

The determinants of stakeholder engagement in digital platforms

Author

Listed:
  • Viglia, Giampaolo
  • Pera, Rebecca
  • Bigné, Enrique

Abstract

Consumer engagement has been heralded as strategic in facilitating sales growth, competitive advantage, and profitability. Expanding the notion of consumer engagement to the stakeholder context, this study examines the determinants of multi-stakeholder digital engagement. Based on a digital setting (Expo2015), this study collected all the social media posts (n=984) in the Facebook page with restricted access to the stakeholders involved in the event. Initial regression results suggest that the presence of transformation, in terms of activation of creative resource integration in posts, is a strong predictor of compliant and interactive engagement. Fuzzy-set qualitative comparative analysis (fsQCA) shows the configurations of cognitive and emotional attributes leading to compliance and interaction. Stakeholder engagement is an interactive experiential process based on actors' engagement with a focal organization, but more intensively with other stakeholder community members.

Suggested Citation

  • Viglia, Giampaolo & Pera, Rebecca & Bigné, Enrique, 2018. "The determinants of stakeholder engagement in digital platforms," Journal of Business Research, Elsevier, vol. 89(C), pages 404-410.
    • Handle: RePEc:eee:jbrese:v:89:y:2018:i:c:p:404-410
    DOI: 10.1016/j.jbusres.2017.12.029
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296317305234
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2017.12.029?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. Pera, Rebecca & Occhiocupo, Nicoletta & Clarke, Jackie, 2016. "Motives and resources for value co-creation in a multi-stakeholder ecosystem: A managerial perspective," Journal of Business Research, Elsevier, vol. 69(10), pages 4033-4041.
    2. Michelle Greenwood, 2007. "Stakeholder Engagement: Beyond the Myth of Corporate Responsibility," Journal of Business Ethics, Springer, vol. 74(4), pages 315-327, September.
    3. Dimitrios Buhalis & Emmanouil Mamalakis, 2015. "Social Media Return on Investment and Performance Evaluation in the Hotel Industry Context," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 241-253, Springer.
    4. Gamboa, Ana Margarida & Gonçalves, Helena Martins, 2014. "Customer loyalty through social networks: Lessons from Zara on Facebook," Business Horizons, Elsevier, vol. 57(6), pages 709-717.
    5. Rooderkerk, Robert P. & Pauwels, Koen H., 2016. "No Comment?! The Drivers of Reactions to Online Posts in Professional Groups," Journal of Interactive Marketing, Elsevier, vol. 35(C), pages 1-15.
    6. Ragin, Charles C., 2000. "Fuzzy-Set Social Science," University of Chicago Press Economics Books, University of Chicago Press, edition 1, number 9780226702773, October.
    7. 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.
    8. Woodside, Arch G., 2014. "Embrace•perform•model: Complexity theory, contrarian case analysis, and multiple realities," Journal of Business Research, Elsevier, vol. 67(12), pages 2495-2503.
    9. Jaepil Choi & Heli Wang, 2009. "Stakeholder relations and the persistence of corporate financial performance," Strategic Management Journal, Wiley Blackwell, vol. 30(8), pages 895-907, August.
    10. Kyle C. Longest & Stephen Vaisey, 2008. "fuzzy: A program for performing qualitative comparative analyses (QCA) in Stata," Stata Journal, StataCorp LP, vol. 8(1), pages 79-104, February.
    11. Corus, Canan & Ozanne, Julie L., 2012. "Stakeholder engagement: Building participatory and deliberative spaces in subsistence markets," Journal of Business Research, Elsevier, vol. 65(12), pages 1728-1735.
    12. Ben Letaifa, Soumaya & Edvardsson, Bo & Tronvoll, Bård, 2016. "The role of social platforms in transforming service ecosystems," Journal of Business Research, Elsevier, vol. 69(5), pages 1933-1938.
    13. Hollebeek, Linda D. & Glynn, Mark S. & Brodie, Roderick J., 2014. "Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation," Journal of Interactive Marketing, Elsevier, vol. 28(2), pages 149-165.
    14. Gyrd-Jones, Richard I. & Kornum, Niels, 2013. "Managing the co-created brand: Value and cultural complementarity in online and offline multi‐stakeholder ecosystems," Journal of Business Research, Elsevier, vol. 66(9), pages 1484-1493.
    15. Mariani, Marcello M. & Di Felice, Marco & Mura, Matteo, 2016. "Facebook as a destination marketing tool: Evidence from Italian regional Destination Management Organizations," Tourism Management, Elsevier, vol. 54(C), pages 321-343.
    16. Dijkmans, Corné & Kerkhof, Peter & Beukeboom, Camiel J., 2015. "A stage to engage: Social media use and corporate reputation," Tourism Management, Elsevier, vol. 47(C), pages 58-67.
    17. Benjamin Neville & Bulent Menguc, 2006. "Stakeholder Multiplicity: Toward an Understanding of the Interactions between Stakeholders," Journal of Business Ethics, Springer, vol. 66(4), pages 377-391, July.
    18. Driessen, Paul H. & Kok, Robert A.W. & Hillebrand, Bas, 2013. "Mechanisms for stakeholder integration: Bringing virtual stakeholder dialogue into organizations," Journal of Business Research, Elsevier, vol. 66(9), pages 1465-1472.
    19. repec:ucp:bkecon:9780226702766 is not listed on IDEAS
    20. Jordi Surroca & Josep A. Tribó & Sandra Waddock, 2010. "Corporate responsibility and financial performance: the role of intangible resources," Strategic Management Journal, Wiley Blackwell, vol. 31(5), pages 463-490, May.
    21. Brodie, Roderick J. & Ilic, Ana & Juric, Biljana & Hollebeek, Linda, 2013. "Consumer engagement in a virtual brand community: An exploratory analysis," Journal of Business Research, Elsevier, vol. 66(1), pages 105-114.
    22. Mollen, Anne & Wilson, Hugh, 2010. "Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives," Journal of Business Research, Elsevier, vol. 63(9-10), pages 919-925, September.
    Full references (including those not matched with items on IDEAS)

    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. Shi, Xiaoxiao & Evans, Richard & Shan, Wei, 2022. "Solver engagement in online crowdsourcing communities: The roles of perceived interactivity, relationship quality and psychological ownership," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    2. Raed S. Algharabat & Nripendra P. Rana, 0. "Social Commerce in Emerging Markets and its Impact on Online Community Engagement," Information Systems Frontiers, Springer, vol. 0, pages 1-22.
    3. Muhammad Waqas & Zalfa Laili Binti Hamzah & Noor Akma Mohd Salleh, 2021. "Customer experience: a systematic literature review and consumer culture theory-based conceptualisation," Management Review Quarterly, Springer, vol. 71(1), pages 135-176, February.
    4. Gligor, David & Bozkurt, Siddik, 2020. "FsQCA versus regression: The context of customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    5. 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.
    6. Eigenraam, Anniek W. & Eelen, Jiska & van Lin, Arjen & Verlegh, Peeter W.J., 2018. "A Consumer-based Taxonomy of Digital Customer Engagement Practices," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 102-121.
    7. Shahbaznezhad, Hamidreza & Dolan, Rebecca & Rashidirad, Mona, 2021. "The Role of Social Media Content Format and Platform in Users' Engagement Behavior," Journal of Interactive Marketing, Elsevier, vol. 53(C), pages 47-65.
    8. Andrea Moretta Tartaglione & Ylenia Cavacece & Giuseppe Russo & Giuseppe Granata, 2019. "A Systematic Mapping Study on Customer Loyalty and Brand Management," Administrative Sciences, MDPI, vol. 9(1), pages 1-21, January.
    9. Simon, Françoise & Tossan, Vesselina, 2018. "Does brand-consumer social sharing matter? A relational framework of customer engagement to brand-hosted social media," Journal of Business Research, Elsevier, vol. 85(C), pages 175-184.
    10. Scandelius, Christina & Cohen, Geraldine, 2016. "Achieving collaboration with diverse stakeholders—The role of strategic ambiguity in CSR communication," Journal of Business Research, Elsevier, vol. 69(9), pages 3487-3499.
    11. Morgan-Thomas, Anna & Dessart, Laurence & Veloutsou, Cleopatra, 2020. "Digital ecosystem and consumer engagement: A socio-technical perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 713-723.
    12. Clark, Moira K. & Lages, Cristiana Raquel & Hollebeek, Linda D., 2020. "Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm," Journal of Business Research, Elsevier, vol. 121(C), pages 549-556.
    13. Harrigan, Paul & Evers, Uwana & Miles, Morgan & Daly, Timothy, 2017. "Customer engagement with tourism social media brands," Tourism Management, Elsevier, vol. 59(C), pages 597-609.
    14. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
    15. Raed S. Algharabat & Nripendra P. Rana, 2021. "Social Commerce in Emerging Markets and its Impact on Online Community Engagement," Information Systems Frontiers, Springer, vol. 23(6), pages 1499-1520, December.
    16. Zhan Wang, 2021. "Social media brand posts and customer engagement," Journal of Brand Management, Palgrave Macmillan, vol. 28(6), pages 685-699, November.
    17. Bruneau, Virginie & Swaen, Valérie & Zidda, Pietro, 2018. "Are loyalty program members really engaged? Measuring customer engagement with loyalty programs," Journal of Business Research, Elsevier, vol. 91(C), pages 144-158.
    18. Coelho, Pedro Simões & Rita, Paulo & Santos, Zélia Raposo, 2018. "On the relationship between consumer-brand identification, brand community, and brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 101-110.
    19. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    20. 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.

    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:jbrese:v:89:y:2018:i:c:p:404-410. 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/locate/jbusres .

    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.