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The effect of online social value on satisfaction and continued use of social media

Author

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  • Tao Hu
  • William J Kettinger
  • Robin S Poston

Abstract

Social media offers customers a unique service value proposition. Recognizing service value as a pivotal concept, this study develops an aggregate construct of online social value, whereby customers evaluate utilitarian and hedonic benefits relative to what they must sacrifice in effort and risk in deriving a value calculation of online social networking services which predicts satisfaction and continued use of online social media, such as Facebook. By empirically testing a model that explains online social value, this research contributes to information systems (IS) theory by introducing a customer value perspective in the social media context and helps service providers by identifying factors predicting satisfaction and continued use that might be employed to improve offerings to keep customers coming back.

Suggested Citation

  • Tao Hu & William J Kettinger & Robin S Poston, 2015. "The effect of online social value on satisfaction and continued use of social media," European Journal of Information Systems, Taylor & Francis Journals, vol. 24(4), pages 391-410, July.
    • Handle: RePEc:taf:tjisxx:v:24:y:2015:i:4:p:391-410
    DOI: 10.1057/ejis.2014.22
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    Cited by:

    1. Arcuri, Maria Cristina & Gandolfi, Gino & Russo, Ivan, 2023. "Does fake news impact stock returns? Evidence from US and EU stock markets," Journal of Economics and Business, Elsevier, vol. 125.
    2. Zhang, Qi & Ariffin, Shaizatulaqma Kamalul & Richardson, Christopher & Wang, Yuling, 2023. "Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    3. Amit Tariyal & Swati Bisht & Santanu Roy & Gaurav Chopra, 2024. "Assessing the impact of perceived social media usefulness on Indian millennials’ online booking decision," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(3), pages 639-655, September.
    4. Sergio Barta & Raquel Gurrea & Carlos Flavián, 2023. "Telepresence in live-stream shopping: An experimental study comparing Instagram and the metaverse," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.

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