Journal
JOURNAL OF INTERNET COMMERCE
Volume 15, Issue 1, Pages 40-58Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/15332861.2015.1124008
Keywords
Brand community; customer engagement; customer involvement; Facebook; trust; word-of-mouth
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Given the rise of social networking sites, particularly Facebook, companies have started engaging with customers in this newly emerged digital space. This study explores the role of customer engagement in enhancing trust and word-of-mouth on brand communities over Facebook. The effect of customer involvement on customer engagement is also checked. This study also investigates the direct relationship of customer involvement with trust and word-of-mouth. A pen-and-paper questionnaire survey of 450 Facebook account holder students was used. Data were analyzed using structural equation modeling. The results reveal that a higher level of involvement with the brand community leads to a higher level of customer engagement. Customer engagement leads to customer trust and word-of-mouth activities. The results further suggest a direct positive relationship of customer involvement with trust and word-of-mouth, but the mediation of customer engagement strengthens the mentioned effect.
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