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Customer engagement in social media: a framework and meta-analysis

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  1. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
  2. Ji, Elena & Mahmudur Rahman, Syed & Wilden, Ralf & Lin, Nidthida & Harrison, Norma, 2024. "Leveraging customer knowledge obtained through social media: The roles of R&D intensity and absorptive capacity," Journal of Business Research, Elsevier, vol. 182(C).
  3. Hossain, Md Alamgir & Hossain, Md Shakhawat & Chowdhury, Md Sohel & Shuvro, Razuan Ahmed, 2024. "The power of livestreaming: Will it become an alternative strategy for startups?," Technology in Society, Elsevier, vol. 78(C).
  4. Edison Jair Duque Oliva & Pedro Duque, 2022. "Tendencias emergentes en la literatura sobre el compromiso del cliente: un análisis bibliométrico," Estudios Gerenciales, Universidad Icesi, vol. 38(162), pages 120-132.
  5. Naim Zierau & Christian Hildebrand & Anouk Bergner & Francesc Busquet & Anuschka Schmitt & Jan Marco Leimeister, 2023. "Voice bots on the frontline: Voice-based interfaces enhance flow-like consumer experiences & boost service outcomes," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 823-842, July.
  6. Gibson, Samantha & Hsu, Maxwell K. & Zhou, Xing, 2022. "Convenience stores in the digital age: A focus on the customer experience and revisit intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  7. Luiz Philipi Calegari & Guilherme Luz Tortorella & Diego Castro Fettermann, 2023. "Getting Connected to M-Health Technologies through a Meta-Analysis," IJERPH, MDPI, vol. 20(5), pages 1-33, February.
  8. Todd Pezzuti & James M. Leonhardt, 2023. "What’s not to like? Negations in brand messages increase consumer engagement," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 675-694, May.
  9. Kyeongmin Yum & Byungjoon Yoo, 2024. "Enhancing online reviews: exploring the impact of characteristic-based review system on customer engagement for offline sellers," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
  10. Sanjit Roy & Gaganpreet Singh & Saalem Sadeque & Paul Harrigan & Kristof Coussement, 2023. "Customer engagement with digitalized interactive platforms in retailing," Post-Print hal-04282353, HAL.
  11. Ghasem Zaefarian & Constantine S. Katsikeas & Zhaleh Najafi-Tavani & Matthew J. Robson, 2025. "Unpacking when and how customer involvement as co-developer affects supplier new product performance," Journal of the Academy of Marketing Science, Springer, vol. 53(3), pages 876-906, May.
  12. Ghouri, Arsalan Mujahid & Mani, Venkatesh & Haq, Mirza Amin ul & Kamble, Sachin S., 2022. "The micro foundations of social media use: Artificial intelligence integrated routine model," Journal of Business Research, Elsevier, vol. 144(C), pages 80-92.
  13. Carmen Bălan, 2020. "How Does Retail Engage Consumers in Sustainable Consumption? A Systematic Literature Review," Sustainability, MDPI, vol. 13(1), pages 1-25, December.
  14. Miriam Tiutiu & Sefora Nemțeanu & Dan-Cristian Dabija & Corina Pelau, 2025. "The impact of online customer service and store features on consumer experience and willingness to revisit their preferred online store," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-13, December.
  15. Sara Quach & Park Thaichon & Kelly D. Martin & Scott Weaven & Robert W. Palmatier, 2022. "Digital technologies: tensions in privacy and data," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1299-1323, November.
  16. Chawla, Yash & Chodak, Grzegorz, 2021. "Social media marketing for businesses: Organic promotions of web-links on Facebook," Journal of Business Research, Elsevier, vol. 135(C), pages 49-65.
  17. T. Ndhlovu & T. Maree, 2024. "The central role of consumer–brand engagement in product and service brand contexts," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(4), pages 944-961, December.
  18. Mangiò, Federico & Di Domenico, Giandomenico, 2022. "All that glitters is not real affiliation: How to handle affiliate marketing programs in the era of falsity," Business Horizons, Elsevier, vol. 65(6), pages 765-776.
  19. Lim, Weng Marc & Rasul, Tareq, 2022. "Customer engagement and social media: Revisiting the past to inform the future," Journal of Business Research, Elsevier, vol. 148(C), pages 325-342.
  20. Abbasi, Amir Zaib & Tsiotsou, Rodoula H. & Hussain, Khalil & Rather, Raouf Ahmad & Ting, Ding Hooi, 2023. "Investigating the impact of social media images’ value, consumer engagement, and involvement on eWOM of a tourism destination: A transmittal mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  21. Saha, Sajeeb & Ranjan, Kumar Rakesh & Pappu, Ravi & Akhlaghpour, Saeed, 2023. "Corporate giving and its impact on consumer evaluations: A meta-analysis," Journal of Business Research, Elsevier, vol. 158(C).
  22. Xiaofei Song & Mengyao Fu & Jie Fang & Zhao Cai & Chee-Wee Tan & Eric Tze Kuan Lim & Alain Yee Loong Chong, 2025. "Turning the wheels of engagement: Evidence from entertainment live streaming," Journal of the Academy of Marketing Science, Springer, vol. 53(4), pages 1055-1080, July.
  23. Khan, Imran & Fatma, Mobin, 2024. "AR app-based brand engagement and outcomes: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  24. Cristiane Pizzutti & Renata Gonçalves & Maura Ferreira, 2022. "Information search behavior at the post-purchase stage of the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 981-1010, September.
  25. Japheth Nuhu Ahmed & Ahmet Adalıer & Hale Özgit & Marjan Kamyabi, 2025. "Do Social Media Platforms Control the Sustainable Purchase Intentions of Younger People?," Sustainability, MDPI, vol. 17(12), pages 1-24, June.
  26. Afonso Vieira, Valter & Wolter, Jeremy S. & Falcão Araujo, Clécio & Saraiva Frio, Ricardo, 2023. "What makes the corporate social responsibility impact on Customer–Company identification stronger? A meta-analysis," International Journal of Research in Marketing, Elsevier, vol. 40(2), pages 475-492.
  27. Angelo R. Santos & Arjay F. Ortiz & Jennifer G. Fronda & Joannie A. Galano & Joy N. Savellano, 2024. "Effective Approaches to Enhance Social Media Marketing for Philippine Small Enterprises," International Review of Management and Marketing, Econjournals, vol. 14(5), pages 205-215, September.
  28. Reimer, Thomas, 2023. "Environmental factors to maximize social media engagement: A comprehensive framework," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  29. Xiaowei Fan & Jiyao Xun & Les Dolega & Lin Xiong, 2025. "The Role of Augmented and Virtual Reality in Shaping Retail Marketing: A Meta-Analysis," Sustainability, MDPI, vol. 17(2), pages 1-37, January.
  30. Esther Calderon-Monge & Domingo Ribeiro-Soriano, 2024. "The role of digitalization in business and management: a systematic literature review," Review of Managerial Science, Springer, vol. 18(2), pages 449-491, February.
  31. Markus Blut & Viktorija Kulikovskaja & Marco Hubert & Christian Brock & Dhruv Grewal, 2023. "Effectiveness of engagement initiatives across engagement platforms: A meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 941-965, September.
  32. Naveed Ahmad & Aqeel Ahmad & Irfan Siddique, 2024. "Beyond self‐interest: how altruistic values and human emotions drive brand advocacy in hospitality consumers through corporate social responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2439-2453, May.
  33. Vasu Unnava & Ashwin Aravindakshan, 2021. "How does consumer engagement evolve when brands post across multiple social media?," Journal of the Academy of Marketing Science, Springer, vol. 49(5), pages 864-881, September.
  34. Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai & Yu-Xuan You, 2023. "Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification," Service Business, Springer;Pan-Pacific Business Association, vol. 17(4), pages 937-962, December.
  35. Huang, Yu & Zhang, Xu & Zhu, Hong, 2022. "How do customers engage in social media-based brand communities: The moderator role of the brand's country of origin?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  36. Avneet Kaur & Sujata Khandai & Jones Mathew, 2023. "Mapping the Field of Social Media Engagement: A Literature Review Using Bibliometric Analysis," FIIB Business Review, , vol. 12(4), pages 368-385, December.
  37. Alarcón-del-Amo, María-del-Carmen & Rialp, Alex & Rialp, Josep & López-Belbeze, Pilar, 2024. "Unveiling the dynamics of exporting firms: How social media shapes export costs and relationships," International Business Review, Elsevier, vol. 33(5).
  38. Penttinen, Valeria, 2023. "Hi, I’m taking over this account! Leveraging social media takeovers in fostering consumer-brand relationships," Journal of Business Research, Elsevier, vol. 165(C).
  39. Sıddık Bozkurt & David Gligor & Nichole Gligor, 2022. "Investigating the impact of psychological customer engagement on customer engagement behaviors: the moderating role of customer commitment," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(4), pages 408-424, December.
  40. Spörl-Wang, Katja & Krause, Franziska & Henkel, Sven, 2025. "Predictors of social media influencer marketing effectiveness: A comprehensive literature review and meta-analysis," Journal of Business Research, Elsevier, vol. 186(C).
  41. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
  42. Santini, Fernando de Oliveira & Sampaio, Claudio Hoffmann & Rasul, Tareq & Ladeira, Wagner Junior & Kar, Arpan Kumar & Perin, Marcelo Gattermann & Azhar, Mohd, 2025. "Understanding students’ technology acceptance behaviour: A meta-analytic study," Technology in Society, Elsevier, vol. 81(C).
  43. Dongwei Yan & Chenke Wang & Tianyi Sun & Decheng Wen, 2024. "The impact of service experience on sustainable customer engagement: The mediation of green perceived value and customer satisfaction," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2175-2194, May.
  44. Mohamed Mansouri & Younes EL KHOUILDI & Naama Maoulainine & Malainine Cheklekbire, 2024. "Conquering Generation Z in Morocco: Mastering the Keys to Marketing 4.0 Conquérir la génération Z au Maroc : maîtriser les clés du marketing 4.0 [Conquérir la génération Z au Maroc : maîtriser les ," Post-Print hal-04676856, HAL.
  45. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
  46. Seigner, Benedikt David Christian & Milanov, Hana & Lundmark, Erik & Shepherd, Dean A., 2023. "Tweeting like Elon? Provocative language, new-venture status, and audience engagement on social media," Journal of Business Venturing, Elsevier, vol. 38(2).
  47. Mishra, Arindra Nath & Sengupta, Pooja & Biswas, Baidyanath & Kumar, Ajay & Coussement, Kristof, 2025. "Leveraging Machine learning and generative AI for content Engagement: An Exploration of drivers for the success of YouTube videos," Journal of Business Research, Elsevier, vol. 193(C).
  48. Khan, Imran, 2023. "Customer engagement outcomes in mobile applications: Self-congruence as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  49. Federico Mangiò & Giuseppe Pedeliento & Daniela Andreini & Lia Zarantonello, 2024. "How persuasive is woke brand communication on social media? Evidence from a consumer engagement analysis on Facebook," Journal of Brand Management, Palgrave Macmillan, vol. 31(4), pages 345-381, July.
  50. Jinjiang Cai & Jingjing Wu & Hongjie Zhang & Yifei Cai, 2023. "Research on the Influence Mechanism of Fashion Brands’ Crossover Alliance on Consumers’ Online Brand Engagement: The Mediating Effect of Hedonic Perception and Novelty Perception," Sustainability, MDPI, vol. 15(5), pages 1-17, February.
  51. Pereira, Vijay & Laker, Benjamin & Bamel, Umesh & Sharma, Gagan Deep & Paul, Happy, 2024. "Customer engagement strategies within family businesses in emerging economies: A multi-method study," Journal of Business Research, Elsevier, vol. 174(C).
  52. Daphnée Manningham & Hugo Asselin & Benoit Bourguignon, 2024. "Be Direct! Restaurant Social Media Posts to Drive Customer Engagement in Times of Crisis and Beyond," Tourism and Hospitality, MDPI, vol. 5(2), pages 1-10, April.
  53. Zheng Shen, 2024. "Shall brands create their own virtual influencers? A comprehensive study of 33 virtual influencers on Instagram," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
  54. Todd Pezzuti, 2025. "Highlighting Discrepancies in Brand Messaging Increases Social Media Engagement," Journal of the Academy of Marketing Science, Springer, vol. 53(4), pages 989-1010, July.
  55. Kulikovskaja, Viktorija & Hubert, Marco & Grunert, Klaus G. & Zhao, Hong, 2023. "Driving marketing outcomes through social media-based customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  56. Tanyatron Paweehirunkrai & Sumaman Pankham, 2025. "Determinants of Superior Long-Term Business Performance in Thai Small and Medium-Sized Enterprises: An Integrated Analysis Using Fuzzy Rough Set Theory and Second Order Confirmatory Factor Analysis," Sustainability, MDPI, vol. 17(5), pages 1-22, February.
  57. Poirier, Sara-Maude & Cosby, Sarah & Sénécal, Sylvain & Coursaris, Constantinos K. & Fredette, Marc & Léger, Pierre-Majorique, 2024. "The impact of social presence cues in social media product photos on consumers’ purchase intentions," Journal of Business Research, Elsevier, vol. 185(C).
  58. V. Kumar & Robert P. Leone & Leigh McAlister, 2025. "Enhancing customer engagement: Exploration and introduction to the special section," Journal of the Academy of Marketing Science, Springer, vol. 53(4), pages 955-967, July.
  59. Kathy-Ann Fletcher & Ayantunji Gbadamosi, 2024. "Examining social media live stream’s influence on the consumer decision-making: a thematic analysis," Electronic Commerce Research, Springer, vol. 24(3), pages 2175-2205, September.
  60. Rachel E. Hochstein & Colleen M. Harmeling & Taylor Perko, 2025. "Toward a theory of consumer digital trust: Meta-analytic evidence of its role in the effectiveness of user-generated content," Journal of the Academy of Marketing Science, Springer, vol. 53(4), pages 1034-1054, July.
  61. Mukta Srivastava & S. Abhishek & Neeraj Pandey, 2025. "Electronic word-of-mouth (eWOM) and customer brand engagement (CBE): Do they really go hand-in-hand?," Electronic Commerce Research, Springer, vol. 25(3), pages 1865-1933, June.
  62. Silva, Marianny Jessica de Brito & Campos, Patrícia de Oliveira & Gomes, Jairo de Pontes & Melo, Francisco Vicente Sales & de Moura, Maria Raíza Ferreira, 2025. "Proposing an integrative scale of digital influence in the context of influencer marketing," Journal of Business Research, Elsevier, vol. 189(C).
  63. Yossie Rossanty & Endang Sulistya Rini & Beby Karina Fawzeea Sembiring & Amlys Syahputra Silalahi, 2024. "Social Media Marketing and Consumer Brand Engagement: Elevating Luxury Perfume Brand Equity," International Review of Management and Marketing, Econjournals, vol. 14(6), pages 239-254, October.
  64. Zheng Shen, 2023. "Platform or Content Strategy? Exploring Engagement With Brand Posts on Different Social Media Platforms," SAGE Open, , vol. 13(4), pages 21582440231, December.
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