An integrative typology of relational benefits and costs in social media brand pages

This article focuses on consumer–brand relationships in the social media environment and suggests a typology of the benefits and costs consumers perceive when interacting with social media brand pages.

Introduction

The emergence of communication technologies, which have developed in parallel with the rise of the Internet, have served as platforms facilitating interaction with and among consumers, allowing the formation of brand communities in social networks (Zaglia, 2013). The advent of social networking sites has not only introduced radically new means and ways of interaction between individuals but also altered the digital marketing landscape (Hudson, Huang, Roth, & Madden, 2016). Consumers increasingly use social media (SM) platforms to interact with the firms they love and purchase from, as well as with other consumers who may have insights about these firms...

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