Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation

作者：

Highlights：

• Customer engagement on CSN comprises three dimensions: conscious participation, enthusiasm, social interaction.

• Customer engagement has a direct and significant influence on stickiness.

• Customer value co-creation mediates the relationship between customer engagement and stickiness.

• CSN managers should take actions to strengthen customer engagement for better business promotion.

摘要

•Customer engagement on CSN comprises three dimensions: conscious participation, enthusiasm, social interaction.•Customer engagement has a direct and significant influence on stickiness.•Customer value co-creation mediates the relationship between customer engagement and stickiness.•CSN managers should take actions to strengthen customer engagement for better business promotion.

论文关键词：Company social networks (CSNs),Customer engagement,Customer value creation,Stickiness,Word of mouth (WOM)

论文评审过程：Received 19 January 2015, Revised 19 January 2016, Accepted 11 April 2016, Available online 12 May 2016, Version of Record 16 March 2017.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2016.04.010