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Consumer engagement on social media: evidence from small retailers
journal contributionposted on 2023-05-20, 08:35 authored by Devereux, E, Eleanor GrimmerEleanor Grimmer, Martin GrimmerMartin Grimmer
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.
Publication titleJournal of Consumer Behaviour
PublisherJohn Wiley & Sons Ltd.
Place of publicationUnited Kingdom
Rights statementCopyright 2019 John Wiley & Sons Ltd