Building Consumer Engagement in Social Media: A Systematic Literature Review
This study aims to investigate the dimensions of customer engagement (CE) in social media and what theories and methods are employed to scrutinize CE on social media. This study systematically used the literature review of 77 articles. Through Scopus-indexed academic databases, this study found and...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
UUM Press
2024
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/30393/1/JBMA%2014%2001%202024%201-35.pdf https://doi.org/10.32890/jbma2024.14.1.1 |
| _version_ | 1825806174941872128 |
|---|---|
| author | Mardhatilah, Dina Omar, Azizah Septiari, Elisabet Dita |
| author_facet | Mardhatilah, Dina Omar, Azizah Septiari, Elisabet Dita |
| author_sort | Mardhatilah, Dina |
| collection | UUM |
| description | This study aims to investigate the dimensions of customer engagement (CE) in social media and what theories and methods are employed to scrutinize CE on social media. This study systematically used the literature review of 77 articles. Through Scopus-indexed academic databases, this study found and assessed peer-reviewed journal papers focused on social media and consumer engagement from 2018 to 2022. In this study, the current issues and research gaps for designing and developing future research are presented as well. This research analyzed the dimensions, theories, variables, methods, social media types, and previous business and spatial contexts. Most researchers illustrated CE as giving likes, comments, and shares on social media. Sixteen theories of the prior research were employed to investigate consumer engagement. This study positively impacts social media and consumer engagement by suggesting new insight for analyzing the related literature. They include modifying the CE in social media, reflecting the interaction between brand and customer phenomena, using other theories that exclude sixteen approaches that have been identified, and applying different methods such as experimental or mixed methods. Therefore, a comprehensive explanation of the consumer engagement framework on social media can be explained holistically by further studies. |
| first_indexed | 2024-07-04T06:45:12Z |
| format | Article |
| id | uum-30393 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:45:12Z |
| publishDate | 2024 |
| publisher | UUM Press |
| record_format | eprints |
| spelling | uum-303932024-02-12T14:17:44Z https://repo.uum.edu.my/id/eprint/30393/ Building Consumer Engagement in Social Media: A Systematic Literature Review Mardhatilah, Dina Omar, Azizah Septiari, Elisabet Dita HF Commerce T Technology (General) This study aims to investigate the dimensions of customer engagement (CE) in social media and what theories and methods are employed to scrutinize CE on social media. This study systematically used the literature review of 77 articles. Through Scopus-indexed academic databases, this study found and assessed peer-reviewed journal papers focused on social media and consumer engagement from 2018 to 2022. In this study, the current issues and research gaps for designing and developing future research are presented as well. This research analyzed the dimensions, theories, variables, methods, social media types, and previous business and spatial contexts. Most researchers illustrated CE as giving likes, comments, and shares on social media. Sixteen theories of the prior research were employed to investigate consumer engagement. This study positively impacts social media and consumer engagement by suggesting new insight for analyzing the related literature. They include modifying the CE in social media, reflecting the interaction between brand and customer phenomena, using other theories that exclude sixteen approaches that have been identified, and applying different methods such as experimental or mixed methods. Therefore, a comprehensive explanation of the consumer engagement framework on social media can be explained holistically by further studies. UUM Press 2024 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/30393/1/JBMA%2014%2001%202024%201-35.pdf Mardhatilah, Dina and Omar, Azizah and Septiari, Elisabet Dita (2024) Building Consumer Engagement in Social Media: A Systematic Literature Review. Journal of Business Management and Accounting (JBMA), 14 (1). pp. 1-35. ISSN 2231-9298 https://e-journal.uum.edu.my/index.php/jbma/article/view/18863 https://doi.org/10.32890/jbma2024.14.1.1 https://doi.org/10.32890/jbma2024.14.1.1 |
| spellingShingle | HF Commerce T Technology (General) Mardhatilah, Dina Omar, Azizah Septiari, Elisabet Dita Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title | Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title_full | Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title_fullStr | Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title_full_unstemmed | Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title_short | Building Consumer Engagement in Social Media: A Systematic Literature Review |
| title_sort | building consumer engagement in social media a systematic literature review |
| topic | HF Commerce T Technology (General) |
| url | https://repo.uum.edu.my/id/eprint/30393/1/JBMA%2014%2001%202024%201-35.pdf https://doi.org/10.32890/jbma2024.14.1.1 |
| work_keys_str_mv | AT mardhatilahdina buildingconsumerengagementinsocialmediaasystematicliteraturereview AT omarazizah buildingconsumerengagementinsocialmediaasystematicliteraturereview AT septiarielisabetdita buildingconsumerengagementinsocialmediaasystematicliteraturereview |