A typology of customer experience with social media branded content: a netnographic study

Muhammad Waqas, Zalfa Laili Hamzah and Noor Akma Mohd Salleh

International Journal of Internet Marketing and Advertising, 2020, vol. 14, issue 2, 184-213

Abstract: Drawing on consumer culture theory (CCT), this study explores the customer experiences with branded content posted on social media platforms. A netnography of the comments of the members of the Volvo Truck brand community was conducted to grasp the consumer expressions of experiences with the branded content. It was revealed that social media branded content experience typology comprises experiences such as self-identity, social bonding, aesthetic, utilitarian, humour, awe-inspiring, and discerning. The findings contribute to the research on customer experiences in social media and may help in designing the branded content which provides favourable experiences and fosters engagement in social media.

Keywords: customer experience; social media; branded content; consumer culture theory; CCT; self-identity; social bonding; utilitarian; aesthetic; humour; awe-inspiring. (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (2)

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