Exploring interactive communication using social media

Chrystal B. Zhang and Yi Hsin Lin

The Service Industries Journal, 2015, vol. 35, issue 11-12, 670-693

Abstract: Engaging consumers in interactive marketing communication is instrumental in business-customer relationships building and development. Social media enables consumers to initiate marketing messages and gain growing control in the communication process due to its enhanced interactivity features. This study investigates whether communication between businesses and their social media users is interactive and how interactive it is. It also attempts to determine what types of messages are more likely to result in interactive communication. The findings reveal that businesses are attempting functional interactivity while individual users are increasingly securing a control to achieve contingent interactivity. Businesses are adopting a consumer-centric approach in designing and executing marketing communication messages to achieve interactivity though significant variance is established between businesses as measured by Interactivity Performance Matrix. Challenges remain for businesses as to how to engage their customers by utilizing the interactivity features of social media to facilitate relationships formulation and development.

Date: 2015
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Citations: View citations in EconPapers (3)

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DOI: 10.1080/02642069.2015.1064396

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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