Exploring the theory of consumer-engagement marketing: antecedents and consequences of consumers’ participative and engagement behaviours

Cheung, ML ORCID: https://orcid.org/0000-0003-0320-1134, Pires, GD, Rosenberger, PJ, Leung, WKS and Attia, S ORCID: https://orcid.org/0000-0001-8475-4093 (2024) Exploring the theory of consumer-engagement marketing: antecedents and consequences of consumers’ participative and engagement behaviours. Journal of Strategic Marketing, 32 (8). pp. 1444-1459. ISSN 0965-254X

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Abstract

This study develops a comprehensive framework based on the theory of consumer engagement marketing. It examines the role of brand-initiated social media marketing (SMM) efforts—specifically entertainment, customisation, interactivity, and trendiness—in encouraging consumers to voluntarily contribute on social media platforms. These contributions are reflected in consumer-to-brand and consumer-to-consumer interactions, which, in turn, influence consumer engagement and online search behaviour. A theoretical model was developed and tested using survey data from 388 consumers experienced in visiting smartphone brand pages in Egypt. The data was analysed using partial least squares structural equation modelling (PLS-SEM). Findings indicate that SMM elements such as entertainment, customisation, and interactivity significantly drive consumer-to-consumer and consumer-to-brand interactions, which subsequently lead to increased consumer engagement and online search behaviour. Notably, consumer engagement behaviour fully mediates the impact of consumer-to-consumer interaction on online search behaviour. The study offers important theoretical insights and managerial implications for brands aiming to enhance consumer engagement through social media strategies.