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Dynamics of customer interaction on social media platforms

Author

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  • Ulrike Baumöl

    (University of Hagen)

  • Linda Hollebeek

    (University of Auckland)

  • Reinhard Jung

    (Universit of St. Gallen)

Abstract

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Suggested Citation

  • Ulrike Baumöl & Linda Hollebeek & Reinhard Jung, 2016. "Dynamics of customer interaction on social media platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 199-202, August.
    • Handle: RePEc:spr:elmark:v:26:y:2016:i:3:d:10.1007_s12525-016-0227-0
    DOI: 10.1007/s12525-016-0227-0
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    References listed on IDEAS

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    1. Berthon, Pierre R. & Pitt, Leyland F. & Plangger, Kirk & Shapiro, Daniel, 2012. "Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy," Business Horizons, Elsevier, vol. 55(3), pages 261-271.
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    3. Sara Hanson & Lan Jiang, 2016. "The low status advantage: the effect of status structure on participation in an online community," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 233-244, August.
    4. Alexander Wieneke & Christiane Lehrer, 2016. "Generating and exploiting customer insights from social media data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 245-268, August.
    5. 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.
    6. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    7. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
    8. Hanna, Richard & Rohm, Andrew & Crittenden, Victoria L., 2011. "We're all connected: The power of the social media ecosystem," Business Horizons, Elsevier, vol. 54(3), pages 265-273, May.
    9. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    10. Rainer Alt & Olaf Reinhold, 2012. "Social Customer Relationship Management (Social CRM)," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 4(5), pages 287-291, October.
    11. Sofie Bitter & Sonja Grabner-Kräuter, 2016. "Consequences of customer engagement behavior: when negative Facebook posts have positive effects," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 219-231, August.
    12. Trainor, Kevin J. & Andzulis, James (Mick) & Rapp, Adam & Agnihotri, Raj, 2014. "Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM," Journal of Business Research, Elsevier, vol. 67(6), pages 1201-1208.
    13. Carsten D. Schultz, 2016. "Insights from consumer interactions on a social networking site: Findings from six apparel retail brands," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 203-217, August.
    14. Malthouse, Edward C. & Haenlein, Michael & Skiera, Bernd & Wege, Egbert & Zhang, Michael, 2013. "Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 270-280.
    15. 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.
    16. Qingguo Meng & Nan Zhang & Xuejiao Zhao & Fangling Li & Xin Guan, 2016. "The governance strategies for public emergencies on social media and their effects: a case study based on the microblog data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(1), pages 15-29, February.
    17. 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.
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    Cited by:

    1. Josef Schwaiger & Timo Hammerl & Johannsen Florian & Susanne Leist, 2021. "UR: SMART–A tool for analyzing social media content," Information Systems and e-Business Management, Springer, vol. 19(4), pages 1275-1320, December.
    2. Simon Albrecht & Bernhard Lutz & Dirk Neumann, 2020. "The behavior of blockchain ventures on Twitter as a determinant for funding success," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(2), pages 241-257, June.
    3. Czakon, Wojciech & Mania, Karolina & Jedynak, Monika & Kuźniarska, Aneta & Choiński, Michał & Dabić, Marina, 2024. "Who are we? Analyzing the digital identities of organizations through the lens of micro-interactions on social media," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    4. Bento, Marisa & Martinez, Luisa M. & Martinez, Luis F., 2018. "Brand engagement and search for brands on social media: Comparing Generations X and Y in Portugal," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 234-241.
    5. Zhiting Song & Yanming Sun & Jiafu Wan & Lingli Huang & Jianhua Zhu, 2019. "Smart e-commerce systems: current status and research challenges," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(2), pages 221-238, June.
    6. Rainer Alt, 2016. "Electronic Markets on customer-orientation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 195-198, August.
    7. Hollebeek, Linda D. & Macky, Keith, 2019. "Digital Content Marketing's Role in Fostering Consumer Engagement, Trust, and Value: Framework, Fundamental Propositions, and Implications," Journal of Interactive Marketing, Elsevier, vol. 45(C), pages 27-41.
    8. Dima Sawaftah & Ahmad Aljarah & Eva Lahuerta-Otero, 2021. "Power Brand Defense Up, My Friend! Stimulating Brand Defense through Digital Content Marketing," Sustainability, MDPI, vol. 13(18), pages 1-17, September.
    9. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    10. Agata Balińska & Ewa Jaska & Agnieszka Werenowska, 2021. "The Role of Eco-Apps in Encouraging Pro-Environmental Behavior of Young People Studying in Poland," Energies, MDPI, vol. 14(16), pages 1-16, August.
    11. E. Mitchell Church & Richelle Oakley DaSouza & Olajumoke A. Awe, 2024. "Examining the Antecedents of Return Policy Leniency in eCommerce," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 22(1), pages 1-19, January.
    12. Alexander Gleiss & Marco Kohlhagen & Key Pousttchi, 2021. "An apple a day – how the platform economy impacts value creation in the healthcare market," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 849-876, December.
    13. Michael Blaschke & Uwe Riss & Kazem Haki & Stephan Aier, 2019. "Design principles for digital value co-creation networks: a service-dominant logic perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 443-472, September.
    14. Key Pousttchi & Alexander Gleiss, 2019. "Surrounded by middlemen - how multi-sided platforms change the insurance industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(4), pages 609-629, December.
    15. Julian Bühler & Markus Bick, 2018. "Name it as you like it? Keeping pace with social media something," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 509-522, November.
    16. Elisabete SILVA & Hugo SOARES & José Duarte SANTOS & Fernando ALMEIDA, 2020. "THE ROLE OF SOCIAL MEDIA IN PORTUGUESE SMEs," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 99-116, November.

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