Understanding relationships among customer experience, engagement, and word-of-mouth intention on online brand communities: The perspective of service ecosystem. Issue 4 (7th August 2017)

• Record Type: Journal Article
• Authors: Zhang, Mingli; Hu, Mu; Guo, Lingyun; Liu, Wenhua
• Is Part Of: Internet research. Volume 27:Issue 4(2017)
• Page Start: 839
• Page End: 857
• Publication Date: 2017-08-07
• Subjects: Customer experience -- Community engagement -- Service ecosystem -- Word-of-mouth intention; Internet -- Periodicals; Computer networks -- Periodicals; 004.678
• DOI: 10.1108/IntR-06-2016-0148
• Languages: English
• ISSNs: 1066-2243

Abstract

Abstract : Purpose: Thriving brand communities are inseparable from engaged members and their word-of-mouth behavior. The purpose of this paper is to investigate which customer experience elevates customer engagement and consequent word-of-mouth intention in online brand communities, and how. Design/methodology/approach: From the perspective of service ecosystem theory, a framework with several hypotheses was proposed. The model was verified with structural equation modeling based on questionnaire data collected from smartphone communities in China. Findings: Empirical results indicate that customer experience promotes community engagement, and further enhances word-of-mouth intention. Furthermore, the mediating effect of community engagement in the relation between customer experience (social support and flow) and word-of-mouth intention has been verified. Practical implications: This paper informs practitioners about the importance of experience co-creation with community members in brand and community promotion, and provides several implications to encourage more engaged customers with fostering pleasant customer experiences. Originality/value: This study contributes to the theory of service ecosystem by empirical examination of its several propositions in a brand community context. The paper extends the present theory with the discussion of the mediation effect of community engagement in the continuing value co-creation process.