Exploring the drivers of customer engagement behaviours in social network brand communities: towards a customer-learning model

• Published in: Journal of marketing management 2017-11, Vol.33 (17-18), p.1443-1464
• Main Authors: Chiang, Chang-Tang, Wei, Chiou-Fong, Parker, Kevin R., Davey, Bill
• Format: Article
• Language: English
• Subjects: Cognition; Collaborative learning; customer engagement behaviours (CEBs); Customer learning; Customers; Loyalty; Motivation; Questionnaires; Social media; social network brand community (SNBC); Social networks
• ISSN: 0267-257X; 1472-1376
• DOI: 10.1080/0267257X.2017.1399922

Customer learning is regarded as a process that alters either individual cognition or the outcomes of socialisation. Understanding how the learning process works enables a brand firm to identify a customer's latent needs. Prior studies have primarily focused on effectively positioning brand knowledge in the minds of customers, but that linear learning process does not apply to the interactive and proactive social media setting. Based on the uses and gratifications perspective, this study proposes a customer-learning model and analyses 373 online questionnaires using partial least squares structural equation modelling. The empirical results confirm that learning motivation and collaborative learning are two core components of customer learning that have positive influences on satisfaction, which in turn has a positive influence on customer engagement behaviours (CEBs) and loyalty. In addition, learning motivation is the driver of collaborative learning. Finally, CEBs also have a positive influence on loyalty. This study also concludes that the social network brand community is an informative customer-learning platform that is characterised by interactivity, collaborative learning and co-creation. Theoretical and managerial implications are also discussed.