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Article - What Drives Customer Engagement Behavior? The Impact of User Participation from a Sociotechnical Perspective Vol. 21, No. 3. Halaman: 141–159

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Recent studies have shown that using social media is a new way of promoting user participation and
understanding potential user needs for a service firm. However, user participation via social media might produce
synergistic and interactive effects, including issues of social interaction with members and technical interaction with
social media. The purpose of this study is to examine the impact of user participation via social media on
continuance intention and customer engagement behavior from a sociotechnical theory perspective. In total, 381
respondents were selected in the context of the social network brand community. The hypothesized associations
were examined by using partial least squares-structured equation modeling. This study found that interaction with
social members (social issues) mediates the association from social media (technical issues) to continuance
intention. Additionally, continuance intention is positively associated with customer engagement behavior. These
findings not only complement the theoretical arguments of sociotechnical theory but also enrich the understanding
of the existing literature on relational marketing.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.8343 CHI w

Penerbit

: Journal of Electronic Commerce Research (JECR)., 2020

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1526-6133

Klasifikasi

658.8343 CHI w

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 21, No. 3. Halaman: 141–159

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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