Understanding relationships among customer experience, engagement, and word-of-mouth intention on online brand communities

Abstract

Purpose -Thriving brand communities are inseparable from engaged members and their word-of-mouth behavior. The purpose of this paper is to investigate which customer experience elevates customer engagement and consequent word-of-mouth intention in online brand communities, and how. Design/methodology/approach -From the perspective of service ecosystem theory, a framework with several hypotheses was proposed. The model was verified with structural equation modeling based on questionnaire data collected from smartphone communities in China. Findings -Empirical results indicate that customer experience promotes community engagement, and further enhances word-of-mouth intention. Furthermore, the mediating effect of community engagement in the relation between customer experience (social support and flow) and word-of-mouth intention has been verified. Practical implications -This paper informs practitioners about the importance of experience co-creation with community members in brand and community promotion, and provides several implications to encourage more engaged customers with fostering pleasant customer experiences. Originality/value -This study contributes to the theory of service ecosystem by empirical examination of its several propositions in a brand community context. The paper extends the present theory with the discussion of the mediation effect of community engagement in the continuing value co-creation process.

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