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Examining the mediating role of social interactivity between customer engagement and brand loyalty

Ding Hooi Ting (Department of Management and Humanities, Universiti Teknologi PETRONAS, Seri Iskandar, Malaysia)
Amir Zaib Abbasi (Faculty of Management Sciences, Shaheed Zulfikar Ali Bhutto Institute of Science and Technology - Islamabad Campus, Islamabad, Pakistan)
Sohel Ahmed (School of Business Administration, Al Akhawayn University in Ifrane, Ifrane, Morocco)

Asia Pacific Journal of Marketing and Logistics

ISSN: 1355-5855

Article publication date: 8 October 2020

Issue publication date: 20 April 2021

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1522

Abstract

Purpose

This study aims at identifying and examining the mediating role of customer engagement behavior and social interactivity onbrand loyalty.

Design/methodology/approach

A correlational study design was adopted in this study to collect data (online survey) from 400 online participants active on Facebook pages.

Findings

Empirical results reveal that there is a significant and positive impact of social interactivity on consumer engagement behavior and brand loyalty.

Research limitations/implications

The findings would help decision makers to make useful decisions in their everyday work practices, which would ultimately increase the market competition of brands.

Practical implications

Decision makers should focus on the entertainment and interactivity levels in advertisement designs that would allow customers to perceive the novelty of advertising.

Social implications

The results are critical in developing consumers' attitude and perception toward a brand by providing them insights regarding the characteristics of brands.

Originality/value

The participation and social interactivity of consumers on the Facebook page drive consumer engagement behavior and brand loyalty.

Keywords

Citation

Ting, D.H., Abbasi, A.Z. and Ahmed, S. (2021), "Examining the mediating role of social interactivity between customer engagement and brand loyalty", Asia Pacific Journal of Marketing and Logistics, Vol. 33 No. 5, pp. 1139-1158. https://doi.org/10.1108/APJML-10-2019-0576

Publisher

:

Emerald Publishing Limited

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