The aim of the present study is twofold. First, it measures Facebook users’ experience in a holistic way by taking into account the various dimensions of Facebook experience (i.e. entertainment, flow, escapism, challenge, learning, socializing and communitas); second, it tests the effects of these dimensions in relation to consumers’ brand engagement on Facebook.Design/methodology/approachTwo online surveys were conducted using self-administered questionnaires. Respondents were recruited through the snowball sampling technique.FindingsThe findings suggest that the different experiential elements of Facebook usage have varying effects on the two brand engagement factors (consuming and contributing) on Facebook. Specifically, the passive element (consuming) is positively influenced by the dimensions of flow and communitas (i.e. feelings of belongingness), while escapism is found to be a negative predictor. The active element of engagement (contributing) is positively affected by dimensions such as entertainment, flow, socializing and communitas.Practical implicationsBrand managers should design Facebook pages for their brands that entertain and immerse consumers, while enabling them to socialize and bond with others to increase levels of consumers’ engagement with brands on Facebook. However, brand managers should be cautious regarding the fantasy experience (escapism) offered by their Facebook pages, as this can distract consumers from the content of the brand page.Originality/valueTo date, most studies on Facebook usage have been conducted under the uses and gratifications framework, while the various elements that comprise Facebook users’ experience have not received sufficient attention in previous conceptualizations of Facebook experience. In addition, the present study enhances the research by examining consumers’ brand engagement on Facebook as a potential consequence of the various Facebook experience dimensions.
Journal of Research in Interactive Marketing – Emerald Publishing
Published: May 25, 2018
Keywords: Facebook; Customer experience; Experiential marketing; Social networking sites; Experience marketing
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