The effect of online social value on satisfaction and continued use of social media

Tao Hu, William J Kettinger and Robin S Poston

European Journal of Information Systems, 2015, vol. 24, issue 4, 391-410

Abstract: Social media offers customers a unique service value proposition. Recognizing service value as a pivotal concept, this study develops an aggregate construct of online social value, whereby customers evaluate utilitarian and hedonic benefits relative to what they must sacrifice in effort and risk in deriving a value calculation of online social networking services which predicts satisfaction and continued use of online social media, such as Facebook. By empirically testing a model that explains online social value, this research contributes to information systems (IS) theory by introducing a customer value perspective in the social media context and helps service providers by identifying factors predicting satisfaction and continued use that might be employed to improve offerings to keep customers coming back.

Date: 2015
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DOI: 10.1057/ejis.2014.22

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