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The purpose of this paper is to provide an in-depth understanding of actor engagement (AE) on social media by proposing a holistic and integrative conceptual framework.Design/methodology/approachBased on a sample of 118 articles, the paper draws on the service-dominant logic (SDL)-based service ecosystem perspective combined with the tenets of relational dialectics as theoretical lenses to inform AE research in social media.FindingsThe paper proposes a framework of AE in social media called the TASC model, an acronym of Thesis-Antithesis-Synthesis-Conflict. TASC introduces the dialectical nature of AE and discusses the contexts and levels of AE in the social media ecosystem and their evolving processes.Practical implicationsFirms can apply the knowledge provided by TASC to gather marketing intelligence and develop marketing strategies to anticipate tensions, motivate the desired AE intensity and valence and reinforce value co-creation in the social media ecosystem.Originality/valueTASC is a comprehensive framework that, for the first time, explains engagement at all levels of the social media ecosystem by combining the SDL-based service ecosystem view with the relational dialectics perspective.
Journal of Services Marketing – Emerald Publishing
Published: Jul 14, 2021
Keywords: Co-creation; Engagement; Social media; Customer engagement; Service ecosystem; Service dominant logic (SDL); Customer/actor engagement; Social media ecosystem; Relational dialectics; Brand/brand community engagement; Service-dominant logic
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