Sustainable Communication and Customer Engagement on Social Media

Ka Man Yuen, Fan Zeng () and Chris K. Y. Lo
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Ka Man Yuen: The Hong Kong Polytechnic University
Fan Zeng: The Hong Kong Polytechnic University
Chris K. Y. Lo: The Hong Kong Polytechnic University

A chapter in Advances in National Brand and Private Label Marketing, 2021, pp 105-113 from Springer

Abstract: Abstract Given that there are increasing concerns regarding the ethical issues and sustainability of fashion products, fashion retailers are communicating their sustainable efforts on social media on a larger scale. Through analyzing 12,744 tweets from six fashion brands, we find that the tweets about sustainability positively affect consumer engagement on social media. Compared to the tweets about environmental sustainability, the tweets about social sustainability have a significantly positive effect on customer engagement. Regarding the type of fashion brands, we find that the tweets from luxury brands can increase customer engagement. Therefore, we suggest managers, especially in luxury fashion brands, should put more effort into communicating sustainability with consumers on social media.

Keywords: Sustainability communication; Customer engagement; Twitter analytics; Fashion industry; Luxury; Social sustainability (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-76935-2_13

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DOI: 10.1007/978-3-030-76935-2_13

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