Leveraging marketer-generated appeals in online brand communities

• Published in: International journal of service industry management Vol. 28; no. 1; pp. 133 - 156
• Main Authors: Weiger, Welf H., Wetzel, Hauke A., Hammerschmidt, Maik
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 20.03.2017; Emerald Group Publishing Limited
• Subjects: Brand equity; Community; Consumer behavior; Consumers; Influence; Management; Marketing; Service industries; Social exchange theory; Social networks; Studies; User behavior; Social media marketing; Consumer-based brand equity; Online brand communities; Marketer-generated appeals; Communal service delivery; User engagement
• ISSN: 1757-5818; 1757-5826
• DOI: 10.1108/JOSM-11-2015-0378

Purpose The proliferation of online brand communities has shifted control over brands from firms to consumers. Demonstrating how marketers can stimulate consumers to use these opportunities and engage with the brand in such communities, the purpose of this paper is to address the effectiveness of normative and utilitarian appeals commonly employed in practice for enhancing engagement intensity and brand equity in turn. Design/methodology/approach This paper presents two studies at an individual user level. The first study builds on matched data on marketing actions, user behavior, and user perceptions from a Facebook brand community. The second study uses an experiment with members of a firm-hosted online brand community. The authors employ seemingly unrelated regressions while controlling for self-selection. Findings Marketer-generated appeals have a positive effect on brand equity that is mediated by engagement intensity. However, the strength of these effects depends highly on community, user, and relationship characteristics. Practical implications Generally speaking, marketer-generated appeals are effective tools for marketers to build brand equity through enhanced user engagement. However, their effectiveness can be improved when managers use a targeted approach. To offer precise managerial guidance, this paper shows how entertainment value, content consumption asymmetry (e.g. whether a user prefers user-generated content over marketer-generated content), and membership duration increase or lower the impact of appeals in building the brand through engagement intensity. Originality/value The authors provide evidence that appeals designed to drive user engagement in online brand communities are effective tools for boosting brand equity.