(Un)willing to engage? First look at the engagement types of millennials. (3rd October 2016) - Rissanen, Hilkka
Abstract : Purpose: The purpose of this paper is to introduce a novel framework that includes degree, tone, and motives of consumer engagement of young consumers. Focusing on millennials, this paper offers preliminary look into their willingness and motives to engage with organizations on online environment. Based on narrative analysis, the authors establish nine different millennial engager types. The paper introduces a novel model grouping of motives for different tones and degrees of online engagement in the context of young consumers. Design/methodology/approach: This paper is based on qualitative data collected through focus group interviews of 31 Finnish millennials (ages of 16-19 years). Data were analyzed by thematic analysis and constructing narratives. Findings: The results show that there are nine different engager groups based on their motives for online consumer engagement. Out of the nine engagement types identified, two were negative and five included forms of disengagement. The findings are illustrated on a continuum of engagement that acknowledges three types of engagement: positive engagement, negative engagement, and disengagement. Practical implications: The study introduces a model of grouping engager types by motives. The model, once developed further, is a helpful framework to identify and target different types of engagers. Organizations aiming to engage millennials should be aware of different tones and approach engagement via both degree and tone. Originality/value: The value of the paper is in its attempt to introduce a novel framework that includes degree, tone, and motives of consumer online engagement. It sheds light on millennials willingness to engage online in reality, and more importantly, the lack of engagement, and highlights the necessity of understanding the willingness behind consumer engagement.