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Consumer engagement on social media: Evidence from small retailers
Author(s) -
Devereux Elise,
Grimmer Louise,
Grimmer Martin
Publication year - 2019
Publication title -
journal of consumer behaviour
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.811
H-Index - 43
eISSN - 1479-1838
pISSN - 1472-0817
DOI - 10.1002/cb.1800
Subject(s) - social media , social media marketing , business , advertising , user engagement , customer engagement , marketing , psychology , digital marketing , political science , computer science , world wide web , law
Abstract This study investigates which characteristics of the social media posts of small firms in Tasmania, Australia elicit higher levels of consumer engagement. Results from an analysis of small retail firms’ social media postings (Facebook, Instagram and Twitter) ( N = 2,607) illustrate the importance of the content of the post (i.e., businesses‐related vs. non‐business‐related), the activity (i.e., text, image or video), the time of day of the posting and the platform on which the activity was posted, in eliciting responses from followers. Results show Facebook received significantly higher levels of engagement, compared with Twitter and Instagram. Contrary to expectations, the specific day of the week did not have any impact on levels of engagement. This research demonstrates how small businesses can improve their use of social media marketing to engage more effectively with customers and followers.