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Identifying and Responding to Customer Needs on Facebook Fan Pages

Author

Listed:
  • Aikaterini Manthiou

    (Department of Marketing, Rouen Business School, Mont-Saint-Aignan, France)

  • Lanlung Chiang

    (College of Management, Yuan Ze University, ChungLi, Taiwan)

  • Liang (Rebecca) Tang

    (Department of Apparel, Events, and Hospitality Management, College of Human Science, Iowa State University, Ames, IA, USA)

Abstract

Understanding the needs or expectations customers aim to pursue is the priority of marketing communications. This study employed a theoretical approach to identify and respond to the needs that consumers seek to satisfy on fan pages. The customer needs were evaluated from functional, hedonic, social, and psychological perspectives. A two-step confirmatory factor analysis was applied. All four of the need components make significant contributions to the overall need on fan pages. Businesses in the food service industry are advised to build an emotional bond with consumers, enhance two-way communication, provide useful information and encourage entertainment on their fan pages.

Suggested Citation

  • Aikaterini Manthiou & Lanlung Chiang & Liang (Rebecca) Tang, 2013. "Identifying and Responding to Customer Needs on Facebook Fan Pages," International Journal of Technology and Human Interaction (IJTHI), IGI Global, vol. 9(3), pages 36-52, July.
    • Handle: RePEc:igg:jthi00:v:9:y:2013:i:3:p:36-52
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    Citations

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    Cited by:

    1. Dabbous, Amal & Barakat, Karine Aoun, 2020. "Bridging the online offline gap: Assessing the impact of brands’ social network content quality on brand awareness and purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    2. Nhlabathi Mthobisi & Mgiba Freddy Marilahimbilu & Ligaraba Neo, 2022. "Social Media Marketing Attributes, Sandton’s Rental Market Brand Image, and the Millennials’ Rental Preference: An Empirical Study," Real Estate Management and Valuation, Sciendo, vol. 30(1), pages 34-52, March.
    3. Kuo, Ying-Feng & Chen, Fei-Lung, 2023. "The effect of interactivity of brands’ marketing activities on Facebook fan pages on continuous participation intentions: An S–O-R framework study," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Abdulla H. Fetais & Raed S. Algharabat & Abdullah Aljafari & Nripendra P. Rana, 2023. "Do Social Media Marketing Activities Improve Brand Loyalty? An Empirical Study on Luxury Fashion Brands," Information Systems Frontiers, Springer, vol. 25(2), pages 795-817, April.
    5. Faseeh Amin Beig & Mohammad Furqan Khan, 2022. "Romancing the Brands on Social Media," Global Business Review, International Management Institute, vol. 23(3), pages 841-862, June.
    6. Seo, Eun-Ju & Park, Jin-Woo, 2018. "A study on the effects of social media marketing activities on brand equity and customer response in the airline industry," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 36-41.
    7. Godey, Bruno & Manthiou, Aikaterini & Pederzoli, Daniele & Rokka, Joonas & Aiello, Gaetano & Donvito, Raffaele & Singh, Rahul, 2016. "Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior," Journal of Business Research, Elsevier, vol. 69(12), pages 5833-5841.
    8. Yong Wang & Shamim Chowdhury Ahmed & Shejun Deng & Haizhong Wang, 2019. "Success of Social Media Marketing Efforts in Retaining Sustainable Online Consumers: An Empirical Analysis on the Online Fashion Retail Market," Sustainability, MDPI, vol. 11(13), pages 1-27, June.

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