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Consumer engagement on social media: evidence from small retailers

Devereux, E, Grimmer, L ORCID: 0000-0002-6815-0932 and Grimmer, MR ORCID: 0000-0002-4076-2259 2020 , 'Consumer engagement on social media: evidence from small retailers' , Journal of Consumer Behaviour, vol. 19 , pp. 151-159 , doi: 10.1002/cb.1800.

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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 versus 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.

Item Type: Article
Authors/Creators:Devereux, E and Grimmer, L and Grimmer, MR
Keywords: retail, social media, marketing, small business, consumer behaviour
Journal or Publication Title: Journal of Consumer Behaviour
Publisher: John Wiley & Sons Ltd.
ISSN: 1479-1838
DOI / ID Number: 10.1002/cb.1800
Copyright Information:

Copyright 2019 John Wiley & Sons Ltd

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