{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,6,16]],"date-time":"2025-06-16T17:14:06Z","timestamp":1750094046637,"version":"3.40.3"},"publisher-location":"Cham","reference-count":46,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783319452333"},{"type":"electronic","value":"9783319452340"}],"license":[{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016]]},"DOI":"10.1007\/978-3-319-45234-0_14","type":"book-chapter","created":{"date-parts":[[2016,8,22]],"date-time":"2016-08-22T02:20:41Z","timestamp":1471832441000},"page":"146-156","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Generating Customer Engagement and Customer Enragement on Facebook Pages of Tesco and Walmart"],"prefix":"10.1007","author":[{"given":"Swaleha","family":"Peeroo","sequence":"first","affiliation":[]},{"given":"Martin","family":"Samy","sequence":"additional","affiliation":[]},{"given":"Brian","family":"Jones","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2016,8,23]]},"reference":[{"key":"14_CR1","doi-asserted-by":"publisher","first-page":"47","DOI":"10.1016\/j.orgdyn.2015.12.006","volume":"45","author":"M Arnaboldi","year":"2016","unstructured":"Arnaboldi, M., Coget, J.F.: Social media and business: we\u2019ve been asking the wrong question. Organ. Dyn. 45, 47\u201354 (2016). \n                      http:\/\/dx.doi.org\/10.1016\/j.orgdyn.2015.12.006","journal-title":"Organ. Dyn."},{"key":"14_CR2","first-page":"1","volume":"22","author":"E Constantinides","year":"2008","unstructured":"Constantinides, E., Romero, C., Boria, M.: Social media: a new frontier for retailers? Eur. Retail Res. 22, 1\u201328 (2008)","journal-title":"Eur. Retail Res."},{"key":"14_CR3","doi-asserted-by":"publisher","first-page":"110","DOI":"10.4185\/RLCS-2015-1037en","volume":"70","author":"GV Ure\u00f1a","year":"2015","unstructured":"Ure\u00f1a, G.V., Murillo, D.H., Murillo, N.H., Garza, F.J.M.: Purposes of the communication between companies and their Facebook followers. Rev. Lat. de Comun. Soc. 70, 110\u2013121 (2015). doi:\n                      10.4185\/RLCS-2015-1037en\n                      \n                    . \n                      http:\/\/www.revistalatinacs.org\/070\/paper\/1037mx\/07en.html","journal-title":"Rev. Lat. de Comun. Soc."},{"issue":"2","key":"14_CR4","doi-asserted-by":"publisher","first-page":"86","DOI":"10.1108\/JRIM-12-2012-0054","volume":"7","author":"DE Schultz","year":"2013","unstructured":"Schultz, D.E., Peltier, J.: Social media\u2019s slippery slope: challenges, opportunities and future research directions. J. Res. Interact. Mark. 7(2), 86\u201399 (2013)","journal-title":"J. Res. Interact. Mark."},{"key":"14_CR5","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1016\/j.bushor.2009.09.003","volume":"53","author":"A Kaplan","year":"2010","unstructured":"Kaplan, A., Haenlein, M.: Users of the world, unite! the challenges and opportunities of social media. Bus. Horiz. 53, 59\u201368 (2010)","journal-title":"Bus. Horiz."},{"issue":"7","key":"14_CR6","first-page":"85","volume":"90","author":"J Tarnowski","year":"2011","unstructured":"Tarnowski, J.: Social studies. Progress. Grocer 90(7), 85\u2013130 (2011)","journal-title":"Progress. Grocer"},{"issue":"3","key":"14_CR7","doi-asserted-by":"publisher","first-page":"328","DOI":"10.1108\/MIP-04-2013-0056","volume":"32","author":"G Tsimonis","year":"2014","unstructured":"Tsimonis, G., Dimitriadis, S.: Brand strategies in social media. Mark. Intell. Plan. 32(3), 328\u2013344 (2014)","journal-title":"Mark. Intell. Plan."},{"key":"14_CR8","doi-asserted-by":"publisher","first-page":"773","DOI":"10.1016\/j.jretconser.2014.05.007","volume":"21","author":"K Anderson","year":"2014","unstructured":"Anderson, K., Knight, D., Pookulangara, S., Josiam, B.: Influence of hedonic and utilitarian motivations on retailer loyalty and purchase intention: a Facebook perspective. J. Retail. Consum. Serv. 21, 773\u2013779 (2014)","journal-title":"J. Retail. Consum. Serv."},{"key":"14_CR9","doi-asserted-by":"publisher","first-page":"241","DOI":"10.1016\/j.bushor.2011.01.005","volume":"54","author":"JH Kietzmann","year":"2011","unstructured":"Kietzmann, J.H., Hermkens, K., Mccarthy, I.P., Silvestre, B.S.: Social media? get serious! understanding the functional building blocks of social media. Bus. Horiz. 54, 241\u2013251 (2011)","journal-title":"Bus. Horiz."},{"key":"14_CR10","doi-asserted-by":"publisher","first-page":"265","DOI":"10.1016\/j.bushor.2011.01.007","volume":"54","author":"R Hanna","year":"2011","unstructured":"Hanna, R., Rohm, A., Crittenden, V.L.: We\u2019re all connected: the power of the social media ecosystem. Bus. Horiz. 54, 265\u2013273 (2011)","journal-title":"Bus. Horiz."},{"issue":"9","key":"14_CR11","doi-asserted-by":"publisher","first-page":"878","DOI":"10.1108\/01409171211256587","volume":"35","author":"KS Coulter","year":"2012","unstructured":"Coulter, K.S., Roggeveen, A.: \u201cLike it or not\u201d: Consumer responses to word-of-mouth communication in on-line social networks. Manage. Res. Rev. 35(9), 878\u2013899 (2012)","journal-title":"Manage. Res. Rev."},{"issue":"3","key":"14_CR12","doi-asserted-by":"publisher","first-page":"289","DOI":"10.1108\/13563281211253539","volume":"17","author":"SH Dekay","year":"2012","unstructured":"Dekay, S.H.: How large companies react to negative Facebook comments. Corp. Commun. Int. J. 17(3), 289\u2013299 (2012)","journal-title":"Corp. Commun. Int. J."},{"key":"14_CR13","doi-asserted-by":"publisher","DOI":"10.1016\/j.bushor.2014.07.001","author":"HG Pereira","year":"2014","unstructured":"Pereira, H.G., Salgueiro, M.F., Mateus, I.: Say yes to Facebook and get your customers involved! relationships in a world of social networks. Bus. Horiz. (2014). doi:\n                      10.1016\/j.bushor.2014.07.001","journal-title":"Bus. Horiz."},{"key":"14_CR14","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1016\/j.jretconser.2014.03.011","volume":"21","author":"H Park","year":"2014","unstructured":"Park, H., Kim, Y.K.: The role of social network websites in the consumer\u2013brand relationship. J. Retail. Consum. Serv. 21, 460\u2013467 (2014)","journal-title":"J. Retail. Consum. Serv."},{"key":"14_CR15","doi-asserted-by":"publisher","first-page":"357","DOI":"10.1016\/j.bushor.2009.03.002","volume":"52","author":"WG Mangold","year":"2009","unstructured":"Mangold, W.G., Faulds, D.J.: Social media: the new hybrid element of the promotion mix. Bus. Horiz. 52, 357\u2013365 (2009)","journal-title":"Bus. Horiz."},{"issue":"9","key":"14_CR16","doi-asserted-by":"publisher","first-page":"688","DOI":"10.1057\/bm.2011.19","volume":"18","author":"J Yan","year":"2011","unstructured":"Yan, J.: Social media in branding: fulfilling a need. J. Brand Manage. 18(9), 688\u2013696 (2011)","journal-title":"J. Brand Manage."},{"issue":"1","key":"14_CR17","doi-asserted-by":"publisher","first-page":"40","DOI":"10.2501\/JAR-52-1-040-052","volume":"52","author":"A Lipsman","year":"2012","unstructured":"Lipsman, A., Mudd, G., Rich, M., Bruich, S.: The power of \u201clike\u201d how brands reach (and influence) fans through social-media marketing. J. Advert. Res. 52(1), 40\u201352 (2012)","journal-title":"J. Advert. Res."},{"issue":"1","key":"14_CR18","doi-asserted-by":"publisher","first-page":"103","DOI":"10.2501\/IJA-30-1-103-131","volume":"30","author":"BGV Bergh","year":"2011","unstructured":"Bergh, B.G.V., Lee, M., Quilliam, E., Hove, T.: The multidimensional nature and brand impact of user-generated ad parodies in social media. Int. J. Advert. 30(1), 103\u2013131 (2011)","journal-title":"Int. J. Advert."},{"key":"14_CR19","doi-asserted-by":"publisher","first-page":"193","DOI":"10.1016\/j.bushor.2011.01.001","volume":"54","author":"S Fournier","year":"2011","unstructured":"Fournier, S., Avery, J.: The uninvited brand. Bus. Horiz. 54, 193\u2013207 (2011)","journal-title":"Bus. Horiz."},{"issue":"1-2","key":"14_CR20","doi-asserted-by":"publisher","first-page":"155","DOI":"10.1177\/1461444808099580","volume":"11","author":"TM Harrison","year":"2009","unstructured":"Harrison, T.M., Barthel, B.: Wielding new media in Web 2.0 exploring the history of engagement with the collaborative construction of media products. New Media Soc. 11(1-2), 155\u2013178 (2009)","journal-title":"New Media Soc."},{"issue":"4","key":"14_CR21","doi-asserted-by":"publisher","first-page":"338","DOI":"10.1177\/1524839908325335","volume":"9","author":"R Thackeray","year":"2008","unstructured":"Thackeray, R., Neiger, B.I., Hanson, C.L., McKenzie, J.F.: Enhancing promotional strategies within social marketing programs: use of Web 2.0 social media. Health Promot. Pract. 9(4), 338\u2013343 (2008)","journal-title":"Health Promot. Pract."},{"issue":"2","key":"14_CR22","doi-asserted-by":"publisher","first-page":"22","DOI":"10.1108\/02756661211206717","volume":"33","author":"V Champoux","year":"2012","unstructured":"Champoux, V., Durgee, J., McGlynn, L.: Corporate Facebook pages: when \u201cfans\u201d attack. J. Bus. Strat. 33(2), 22\u201330 (2012)","journal-title":"J. Bus. Strat."},{"issue":"3","key":"14_CR23","first-page":"4","volume":"16","author":"I Schulze Horn","year":"2015","unstructured":"Schulze Horn, I., Taros, T., Dirkes, S., Huer, L., Rose, M., Tietmeyer, R., Constantinides, E.: Business reputation and social media - a primer on threats and responses. IDM J. Direct Data Digital Mark. Practice 16(3), 4 (2015). \n                      http:\/\/www.palgrave-journals.com\/dddmp\/index.html","journal-title":"IDM J. Direct Data Digital Mark. Practice"},{"key":"14_CR24","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2014.02.001","author":"H Lee","year":"2014","unstructured":"Lee, H., Han, J., Suh, Y.: Gift or threat? an examination of voice of the customer: The case of MyStarbucksIdea.com. Electron. Commer. Res. Appl. (2014). doi:\n                      10.1016\/j.elerap.2014.02.001","journal-title":"Electron. Commer. Res. Appl."},{"issue":"1\u20132","key":"14_CR25","doi-asserted-by":"publisher","first-page":"117","DOI":"10.1080\/13527266.2013.797778","volume":"20","author":"J Pfeffer","year":"2014","unstructured":"Pfeffer, J., Zorbach, T., Carley, K.M.: Understanding online firestorms: negative word-of-mouth dynamics in social media networks. J. Mark. Commun. 20(1\u20132), 117\u2013128 (2014). doi:\n                      10.1080\/13527266.2013.797778","journal-title":"J. Mark. Commun."},{"issue":"4","key":"14_CR26","first-page":"102","volume":"37","author":"A Malhotra","year":"2012","unstructured":"Malhotra, A.: Defining purpose and meaning in social media. Vikalpa: J. Decis. Makers 37(4), 102\u2013105 (2012)","journal-title":"Vikalpa: J. Decis. Makers"},{"key":"14_CR27","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1016\/j.dss.2009.02.008","volume":"47","author":"K De Valck","year":"2009","unstructured":"De Valck, K., van Bruggen, G., Wierenga, B.: Virtual communities: a marketing perspective. Decis. Support Syst. 47, 185\u2013203 (2009)","journal-title":"Decis. Support Syst."},{"issue":"2","key":"14_CR28","doi-asserted-by":"publisher","first-page":"122","DOI":"10.2753\/MTP1069-6679200201","volume":"20","author":"S Vivek","year":"2012","unstructured":"Vivek, S., Beatty, S., Morgan, R.: Customer engagement: exploring customer relationships beyond purchase. J. Mark. Theory Pract. 20(2), 122\u2013146 (2012)","journal-title":"J. Mark. Theory Pract."},{"issue":"1","key":"14_CR29","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1108\/JPBM-06-2014-0635","volume":"24","author":"L Dessart","year":"2015","unstructured":"Dessart, L., Veloutsou, C., Morgan-Thomas, A.: Consumer engagement in online brand communities: a social media perspective. J. Product Brand Manage. 24(1), 1\u201333 (2015)","journal-title":"J. Product Brand Manage."},{"issue":"3","key":"14_CR30","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1177\/1094670511411703","volume":"14","author":"Roderick J. Brodie","year":"2011","unstructured":"Brodie, R.J., Hollebeek, L.D., Juric, B., Ilic, A.: Customer engagement: conceptual domain, fundamental propositions, and implications for research. J. Serv. Res. 14(3), 252\u2013271 (2011a)","journal-title":"Journal of Service Research"},{"issue":"1","key":"14_CR31","doi-asserted-by":"publisher","first-page":"62","DOI":"10.1108\/JPBM-06-2013-0332","volume":"23","author":"L Hollebeek","year":"2014","unstructured":"Hollebeek, L., Chen, T.: Exploring positively- versus negatively-valenced brand engagement: a conceptual model. J. Product Brand Manage. 23(1), 62\u201374 (2014)","journal-title":"J. Product Brand Manage."},{"issue":"7\/8","key":"14_CR32","doi-asserted-by":"publisher","first-page":"785","DOI":"10.1080\/0267257X.2010.500132","volume":"27","author":"L Hollebeek","year":"2011","unstructured":"Hollebeek, L.: Demystifying customer brand engagement: exploring the loyalty nexus. J. Mark. Manage. 27(7\/8), 785\u2013807 (2011)","journal-title":"J. Mark. Manage."},{"issue":"1","key":"14_CR33","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1016\/j.ausmj.2012.08.006","volume":"21","author":"LD Hollebeek","year":"2013","unstructured":"Hollebeek, L.D.: The customer engagement\/value interface: an exploratory investigation. Australas. Mark. J. 21(1), 17\u201324 (2013)","journal-title":"Australas. Mark. J."},{"issue":"4","key":"14_CR34","doi-asserted-by":"publisher","first-page":"80","DOI":"10.1525\/cmr.2011.53.4.80","volume":"53","author":"C Porter","year":"2011","unstructured":"Porter, C., Donthu, N., MacElroy, W., Wydra, D.: How to foster and sustain engagement in virtual communities. Calif. Manage. Rev. 53(4), 80\u2013110 (2011)","journal-title":"Calif. Manage. Rev."},{"issue":"3","key":"14_CR35","doi-asserted-by":"publisher","first-page":"253","DOI":"10.1177\/1094670510375599","volume":"13","author":"J van Doorn","year":"2010","unstructured":"van Doorn, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P.C.: Customer engagement behavior: theoretical foundations and research directions. J. Serv. Res. 13(3), 253\u2013266 (2010)","journal-title":"J. Serv. Res."},{"issue":"3","key":"14_CR36","doi-asserted-by":"publisher","first-page":"341","DOI":"10.1177\/1094670510375603","volume":"13","author":"THA Bijmolt","year":"2010","unstructured":"Bijmolt, T.H.A., Leeflang, P.S.H., Block, F., Eisenbeiss, M., Hardie, B.G.S., Lemmens, A., Saffert, P.: Analytics for customer engagement. J. Serv. Res. 13(3), 341\u2013356 (2010)","journal-title":"J. Serv. Res."},{"key":"14_CR37","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.emj.2013.12.001","volume":"32","author":"PSH Leeflang","year":"2014","unstructured":"Leeflang, P.S.H., Verhoef, P.C., Dahlstr\u00f6m, P., Freundt, T.: Challenges and solutions for marketing in a digital era. Eur. Manage. J. 32, 1\u201312 (2014)","journal-title":"Eur. Manage. J."},{"issue":"9","key":"14_CR38","first-page":"28","volume":"91","author":"P Verhoef","year":"2013","unstructured":"Verhoef, P., Beckers, S., van Doorn, J.: Understand the perils of co-creation. Harv. Bus. Rev. 91(9), 28\u201332 (2013)","journal-title":"Harv. Bus. Rev."},{"issue":"3","key":"14_CR39","doi-asserted-by":"publisher","first-page":"247","DOI":"10.1177\/1094670510375461","volume":"13","author":"PC Verhoef","year":"2010","unstructured":"Verhoef, P.C., Reinartz, W.J., Krafft, M.: Customer engagement as a new perspective in customer management. J. Serv. Res. 13(3), 247\u2013252 (2010)","journal-title":"J. Serv. Res."},{"key":"14_CR40","doi-asserted-by":"publisher","first-page":"61","DOI":"10.1509\/jmkr.39.1.61.18935","volume":"39","author":"RV Kozinets","year":"2002","unstructured":"Kozinets, R.V.: The field behind the screen: using netnography for marketing research in online communities. J. Mark. Res. 39, 61\u201372 (2002)","journal-title":"J. Mark. Res."},{"key":"14_CR41","volume-title":"Naturalistic Inquiry","author":"YS Lincoln","year":"1985","unstructured":"Lincoln, Y.S., Guba, E.G.: Naturalistic Inquiry. Sage Publications, Beverly Hills (1985)"},{"issue":"2","key":"14_CR42","doi-asserted-by":"publisher","first-page":"189","DOI":"10.1108\/13522750510592454","volume":"8","author":"R Langer","year":"2005","unstructured":"Langer, R., Beckman, S.C.: Sensitive research topics: netnography revisited. Qual. Market Res. Int. J. 8(2), 189\u2013203 (2005)","journal-title":"Qual. Market Res. Int. J."},{"key":"14_CR43","doi-asserted-by":"publisher","first-page":"348","DOI":"10.1016\/j.jretconser.2011.03.003","volume":"18","author":"S Pookulangara","year":"2011","unstructured":"Pookulangara, S., Koesler, K.: Cultural influence on consumers\u2019 usage of social networks and its\u2019 impact on online purchase intentions. J. Retail. Consum. Serv. 18, 348\u2013354 (2011)","journal-title":"J. Retail. Consum. Serv."},{"issue":"2","key":"14_CR44","doi-asserted-by":"publisher","first-page":"171","DOI":"10.1362\/146934709X442692","volume":"9","author":"S Harridge-March","year":"2009","unstructured":"Harridge-March, S., Quinton, S.: Virtual snakes and ladders: social networks and the relationship marketing loyalty ladder. Mark. Rev. 9(2), 171\u2013181 (2009)","journal-title":"Mark. Rev."},{"issue":"2","key":"14_CR45","doi-asserted-by":"publisher","first-page":"31","DOI":"10.2307\/1251929","volume":"60","author":"V Zeithaml","year":"1996","unstructured":"Zeithaml, V., Berry, L., Parasuraman, A.: The behavioral consequences of service quality. J. Mark. 60(2), 31\u201346 (1996)","journal-title":"J. Mark."},{"issue":"2","key":"14_CR46","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/15252019.2008.10722141","volume":"8","author":"H Cheong","year":"2008","unstructured":"Cheong, H., Morrison, M.: Consumers\u2019 reliance on product information and recommendations found in UGC. J. Interact. Advert. 8(2), 1\u201329 (2008)","journal-title":"J. Interact. Advert."}],"container-title":["Lecture Notes in Computer Science","Social Media: The Good, the Bad, and the Ugly"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-45234-0_14","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,8,22]],"date-time":"2020-08-22T00:07:55Z","timestamp":1598054875000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-45234-0_14"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016]]},"ISBN":["9783319452333","9783319452340"],"references-count":46,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-45234-0_14","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2016]]},"assertion":[{"value":"23 August 2016","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"I3E","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Conference on e-Business, e-Services and e-Society","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Swansea","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"United Kingdom","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2016","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"13 September 2016","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15 September 2016","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"i3e2016","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"This content has been made available to all.","name":"free","label":"Free to read"}]}}