The relationship between the firm's social media strategy and the consumers' engagement behavior in aviation
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AuthorSigurdsson, Valdimar; Larsen, Nils Magne; Sigfussdottir, Arna Dogg; Fagerstrøm, Asle; Alemu, Mohammed H.; Folwarczny, Michal; Foxall, Gordon R.
Social media platforms constitute a new frontline for brands to build relationships with their customers. Nevertheless, the literature on social media engagement behavior is unidimensional, as it focuses on customer engagement while neglecting the customer's influence on managerial decisions. The current paper goes a step further by applying the theory of the marketing firm (TMF). We investigated consumer‐firm bilateral contingencies through three studies. The first study captures up to 60% of the variance in consumer responses given on Icelandair's Facebook page. The second study shows how customers engage with Icelandair's social media platforms. The third study illustrates the firm's social media strategy from a managerial perspective.
This is the peer reviewed version of the following article: Sigurdsson, V., Larsen, N.M., Sigfusdottir, A.D., Fagerstrøm, A., Alemu, M.H., Folwarczny, M. & Foxall, G. (2019). The relationship between the firm's social media strategy and the consumers' engagement behavior in aviation. Managerial and Decision Economics, which has been published in final form at https://doi.org/10.1002/mde.3052. . This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions.