In this article, we investigate the relation between customer loyalty and social media engagement. Two dimensions of customer loyalty are considered: affective and conative loyalty. We distinguish two forms of social media engagement: consuming of social media (passive engagement) and contribution to social media (active engagement). In a survey among 1,050 customers of a travel agency, the level of engagement of customers with the company’s social media activities is measured in relation to their degree of loyalty. Results show a partial positive relationship between social media engagement and customer loyalty: only consuming social media is directly related to affective loyalty.
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In media audience research we tend to assume that media are engaged with when they are used, however ‘light’ such engagement might be. Once ‘passive media use’ was banned as a reference to media use, being a media audience member became synonymous with being a meaning producer. In audience research however I find that media are not always the object of meaning making in daily life and that media texts can be hardly meaningful. Thinking about media and engagement, there is a threefold challenge in relation to audience research. The coming into being of platform media and hence of new forms of media production on a micro level that come out of and are woven into practices of media use, suggests that we need to redraft the repertoire of terms used in audience research (and maybe start calling it something else). Material and immaterial media production, the unpaid labour on the part of otherwise audience members should for instance be taken into account. Then, secondly, there is the continuing challenge to further develop heuristically strong ways of linking media use and meaning making, and most of all to do justice, thirdly, to those moments and ways in which audiences truly engage with media texts without identifying them with those texts.
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1e alinea column: Fake verkoopt niet. Wat kun je doen als je als brand/organisatie echt een langdurige verbintenis aan wilt gaan met je klanten? Vraag je dan vooral af waarom je die verbintenis wilt en ‘what is in it for me and them’. Als het om customer engagement gaat dan is de motivatie en de intentie van jou of van je onderneming en de manier waarop je daar over communiceert met je klant steeds belangrijker. Mari Smith’s The Relationship Age en Simon Sinek in en zijn TEDtalk maar ook bijvoorbeeld Hans Kooistra hier te lande zeggen hier hele verstandige dingen over. Customer engagement is als onderwerp een maatje te groot is voor de marketeer alleen. Het is een onderwerp voor de gehele organisatie en in ieder geval een onderwerp voor pr, marketing, sales, investment relations en customer service en ICT gezamenlijk. Een bedrijf dat hier de bekende silo’s richting klantrelatie niet opheft is kansloos in the digital age.
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This research explored a potential working framework for using social media as a marketing channel. Based on an extensive literature review and a multiple case study, important factors for using social media have been identified. Companies should provide relevant information, show signs of real behavior, and design remarkable campaigns in order to enhance interaction between and engagement amongst customers. This should be the ultimate goal as interaction and engagement allow a company and its communicated message to be accepted and adopted by the crowd more efficiently and effectively. Future research is needed to test and enhance the framework. The research is relevant for practitioners and scientists as it provides new and further elaborated insights on the use of social media as a marketing channel.
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Research on student success has been highly influenced by Tinto’s integration theory in Europe and America. As part of my PhD research, I investigate the possible influence of the use of social media by first year students in higher education. Based on Tinto’s theory, the amount of variables is diminished by including only the best predictive variables. Hereby, avoiding the capitalization of chance and to establish a more easy to use model for teachers and management. In previous studies the latent variables ‘satisfaction’ was built by using a fraction of the original manifest variables and tested using principal component analysis to proof how the model could be simplified. In this paper I focus on the role of the use of social media, in particular Facebook, and enrich the model of Tinto for a better suit to the students’ contemporary society in the developed world. The principal analysis, on the use of Facebook, measured by purpose (information, education, social and leisure) and by the use of different pages amongst students, is also conducted in a previous study. However, the result of this study provided the different integration or engagement components, which now will be included in Tinto’s simplified model. For the principal component-analysis, internal consistency and the reliability will be shown by Cronbach’s alpha and Guttman’s lambda-2. For testing the fit of the model, SPSS AMOS is used and the normed fit index (NFI), the comparative fit index (CFI), the Tucker-Lewis Index (TLI) and the root mean square error of approximation (RMSEA) are calculated. Ultimately this paper will provide a better insight into what kind of influence social media can have upon student success.
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In deze bijdrage wordt het gebruik van sociale media gekoppeld aan stakeholderengagement en stakeholderdialoog. De bijdrage start breed met de verantwoordelijkheden van organisaties. Dit wordt gekoppeld aan de digitale ontwikkelingen in de samenlevingen manieren om echt verbindingen te maken met de stakeholders door engagement en dialoog. In deze bijdrage wil de auteur de dialoog en engagement verder toelichten en toepassen op overheidsorganisaties zoals gemeenten. Er wordt ingegaan op de voordelen, maar ook op de gevaren van verregaande interactie op digitale media. Daarbij zullen de voorwaarden en risico’s voor digitale interactie worden geschetst. Dit is voor zoveel als mogelijk toegespitst op de overheidsorganisatie en dan nog specifieker de gemeentelijke organisatie.
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In dit white paper wordt ingegaan op het begrip student engagement. Waarom nu inzetten op engagement? Wat levert dat op? Is student engagement te meten? En is er een blauwdruk voor HO instellingen?
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As part of my PhD research, I investigate the factors of student success and the influence of the use of social media by first year students in higher education. For this I use the insights provided by the highly influential and leading integration theory of Tinto and diminished the amount of variables by only using the best predictive ones. Hereby, avoiding the capitalization of chance and establishing a more easy to use model for teachers and management. Furthermore, I enriched the model with the use of social media, in particular Facebook, to better suit students’ contemporary society in the developed world. Principal component analysis on Facebook usage provided different integration/engagement components, which I coined peer-engagement and knowledge engagement. Both consisted of various purposes of Facebook use (information, education, social and leisure) and the use of different pages amongst students. To uncover if these latent variables play a significant role in student success or if Facebook is a multi-distracting platform, two models were compared using structural equation modeling with SPSS AMOS; one with and one without the peer-, and knowledge engagement variables. The fit of both models are compared using the normed fit index (NFI), the comparative fit index (CFI), the Tucker-Lewis Index (TLI) and the root mean square error of approximation (RMSEA). In addition, the direct influence and indirect influence of all variables are compared to provide a better insight into what kind of influence social media can have upon student success.
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Civil society as a social sphere is constantly subjected to change. Using the Dutch context, this article addresses the question whether religiously inspired engagement is a binder or a breakpoint in modern societies. The author examines how religiously inspired people in the Netherlands involve themselves in non-governmental organizations (NGOs) and voluntary activities. Religious involvement and social engagement in different European countries are compared and discussed. In addition, the author explores the models of civil society and applies these to both the Christian and Islamic civil society in the Netherlands. Using four religious ‘identity organizations’ as case studies, this article discusses the interaction of Christian and Islamic civil society related to secularized Dutch society. The character and intentions of religiously inspired organizations and the relationship between religious and secular involvement are examined. This study also focuses on the attitude of policymakers towards religiously inspired engagement and government policy on ‘identity organizations’ in the Netherlands.
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Sowijs deed onderzoek naar verschillende strategieën voor burgerparticipatie via sociale media. Hoe moet je Twitteren om mensen te betrekken en gebruik je dan wel of geen hashtags. Lees het in dit whitepaper!
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