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HOW AND WHEN CUSTOMER ENGAGEMENT UNDERLIES THE LINK BETWEEN FAMILY OWNERSHIP AND FIRM PERFORMANCE: A CONCEPTUAL FRAMEWORK

Yıl 2022, Cilt: 31 Sayı: 2, 477 - 487, 29.10.2022
https://doi.org/10.35379/cusosbil.1102174

Öz

With the rapid proliferation of social media, two-way interactions between customers and firms are increased in the past decade. This interactive communication helps firms increase customer engagement. For this reason, social media-driven customer engagement and firm performance have received academics' attention. However, the existing studies substantially focus on customers, and very little is known about firms' related factors (antecedents). Therefore, this study was designed to explain the missed relations from the firm focus. This study aims to develop a comprehensive conceptual framework of customer engagement that includes antecedents (firm’s governance characteristics), consequences (firm performance), and moderators (family strategic emphasis and social media usage intensity). To explain the new relations, five theoretical propositions have been proposed. The study offers theoretical contributions that also help practitioners. The proposed new conceptual model expands the customer engagement literature. Furthermore, family firms can also get a competitive advantage over rivals by emphasizing their characteristics in their communication strategy.

Kaynakça

  • Ahn, J., Back, K., & Barišić, P. (2019). The effect of dynamic integrated resort experience on Croatian customer behavior. Journal of Travel & Tourism Marketing, 36(3), 358-370. https://doi.org/10.1080/10548408.2018.1557097
  • Ailawadi, K. L., Lehmann, D. R., & Neslin, S. A. (2003). Revenue premium as an outcome measure of brand equity. Journal of Marketing, 67(4), 1-17. https://doi.org/10.1509/jmkg.67.4.1.18688
  • Algharabat, R., Rana, N. P., Alalwan, A. A., Baabdullah, A., & Gupta, A. (2020). Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media. Journal of Retailing and Consumer Services, 53, 101767. https://doi.org/10.1016/j.jretconser.2019.01.016
  • Ali, A., Chen, T., & Radhakrishnan, S. (2007). Corporate disclosures by family firms. Journal of Accounting and Economics, 44(1-2), 238-286. https://doi.org/10.1016/j.jacceco.2007.01.006
  • Arregle, J., Hitt, M. A., Sirmon, D. G., & Very, P. (2007). The development of organizational social capital: Attributes of family firms. Journal of Management Studies, 44(1), 73-95. https://doi.org/10.1111/j.1467-6486.2007.00665.x
  • Bednarz, J., Bartosik-Purgat, M., Jastrzębski, T., & Cirella, G. T. (2022). Young consumer perception towards family firms: Relationship building and gender. Entrepreneurial Business and Economics Review, 10(1), 161-174. https://doi.org/10.15678/eber.2022.100111
  • Boujena, O., Ulrich, I., Manthiou, A., & Godey, B. (2021). Customer engagement and performance in social media: A managerial perspective. Electronic Markets, 31(4), 965-987. https://doi.org/10.1007/s12525-020-00450-3
  • Bozkurt, S., Gligor, D.M. & Babin, B.J. (2021), "The role of perceived firm social media interactivity in facilitating customer engagement behaviors," European Journal of Marketing, Vol. 55 No. 4, pp. 995-1022. https://doi.org/10.1108/EJM-07-2019-0613
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114. https://doi.org/10.1016/j.jbusres.2011.07.029
  • Chung, K. H., & Pruitt, S. W. (1994). A simple approximation of Tobin's q. Financial Management, 23(3), 70. https://doi.org/10.2307/3665623
  • Cohen, H. (2018, October 18). Fortune 500 social media research: How to make your business succeed. Heidi Cohen. https://heidicohen.com/fortune-500-social-media-research/
  • Coviello, N., Milley, R., & Marcolin, B. (2001). Understanding IT-enabled interactivity in contemporary marketing. Journal of Interactive Marketing, 15(4), 18-33. https://doi.org/10.1002/dir.1020
  • Das, T. K., & Teng, B. (2001). Trust, control, and risk in strategic alliances: An integrated framework. Organization Studies, 22(2), 251-283. https://doi.org/10.1177/0170840601222004
  • Davis, J. H., Schoorman, F. D., & Donaldson, L. (1997). Toward a stewardship theory of management. The Academy of Management Review, 22(1), 20-47. https://doi.org/10.2307/259223
  • Dessart, L. (2017). Social media engagement: A model of antecedents and relational outcomes. Journal of Marketing Management, 33(5-6), 375-399. https://doi.org/10.1080/0267257x.2017.1302975
  • Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand communities: A social media perspective. Journal of Product & Brand Management, 24(1), 28-42. https://doi.org/10.1108/jpbm-06-2014-0635
  • Duan, W., Gu, B., & Whinston, A. (2008). The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry. Journal of Retailing, 84(2), 233-242. https://doi.org/10.1016/j.jretai.2008.04.005
  • France, C., Merrilees, B., & Miller, D. (2016). An integrated model of customer-brand engagement: Drivers and consequences. Journal of Brand Management, 23(2), 119-136. https://doi.org/10.1057/bm.2016.4
  • Gligor, D., Bozkurt, S., & Russo, I. (2019). Achieving customer engagement with social media: A qualitative comparative analysis approach. Journal of Business Research, 101, 59-69. https://doi.org/10.1016/j.jbusres.2019.04.006
  • Gligor, D., & Bozkurt, S. (2021). The role of perceived social media agility in customer engagement. Journal of Research in Interactive Marketing, 15(1), 125-146. https://doi.org/10.1108/jrim-12-2019-0196
  • Gligor, D., Bozkurt, S., Welch, E., & Gligor, N. (2022). An exploration of the impact of gender on customer engagement. Journal of Marketing Communications, 1-24. https://doi.org/10.1080/13527266.2022.2030390
  • Gomez-Mejia, L. R., Nunez-Nickel, M., & Gutierrez, I. (2001). The role of family ties in agency contracts. Academy of Management Journal, 44(1), 81-95. https://doi.org/10.2307/3069338
  • Guzzo, R. A., & Abbott, S. (1990). Family firms as utopian organizations. Family Business Review, 3(1), 23-33. https://doi.org/10.1111/j.1741-6248.1990.00023.x
  • Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312-335. https://doi.org/10.1007/s11747-016-0509-2
  • Harris, D., Martinez, J. I., & Ward, J. L. (1994). Is strategy different for the family-owned business? Family Business Review, 7(2), 159-174. https://doi.org/10.1111/j.1741-6248.1994.00159.x
  • Hirschey, M. (1982). Intangible capital aspects of advertising and R & D expenditures. The Journal of Industrial Economics, 30(4), 375. https://doi.org/10.2307/2097924
  • Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development, and validation. Journal of Interactive Marketing, 28(2), 149-165. https://doi.org/10.1016/j.intmar.2013.12.002
  • Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer cocreation in new product development. Journal of Service Research, 13(3), 283-296. https://doi.org/10.1177/1094670510375604
  • James, H. S. (1999). Owner as manager, extended horizons, and the family firm. International Journal of the Economics of Business, 6(1), 41-55. https://doi.org/10.1080/13571519984304
  • Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177-192. https://doi.org/10.1509/jmkg.2005.69.4.177
  • Kashmiri, S., & Mahajan, V. (2010). What's in a name?: An analysis of the strategic behavior of family firms. International Journal of Research in Marketing, 27(3), 271-280. https://doi.org/10.1016/j.ijresmar.2010.04.001
  • Kashmiri, S., & Mahajan, V. (2014). Beating the recession blues: Exploring the link between family ownership, strategic marketing behavior and firm performance during recessions. International Journal of Research in Marketing, 31(1), 78-93. https://doi.org/10.1016/j.ijresmar.2013.08.003
  • Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514. https://doi.org/10.1509/jmr.15.0044
  • Lansberg, I. S. (1983). Managing human resources in family firms: The problem of institutional overlap. Organizational Dynamics, 12(1), 39-46. https://doi.org/10.1016/0090-2616(83)90025-6
  • Lansberg, I. (1999). Succeeding generations: Realizing the dream of families in business. Harvard Business Press.
  • Le Breton–Miller, I., & Miller, D. (2006). Why do some family businesses out-compete? Governance, long–term orientations, and sustainable capability. Entrepreneurship Theory and Practice, 30(6), 731-746. https://doi.org/10.1111/j.1540-6520.2006.00147.x
  • Mackie, R. (2001). Family ownership and business survival: Kirkcaldy, 1870-1970. Business History, 43(3), 1-32. https://doi.org/10.1080/713999227
  • Miller, D., & Breton-Miller, I. L. (2005). Managing for the long run: Lessons in competitive advantage from great family businesses. Harvard Business Press.
  • Miller, D., & Shamsie, J. (2001). Learning across the life cycle: Experimentation and performance among the Hollywood studio heads. Strategic Management Journal, 22(8), 725-745. https://doi.org/10.1002/smj.171
  • Milliken, F. J. (1987). Three types of perceived uncertainty about the environment: State, effect, and response uncertainty. Academy of Management Review, 12(1), 133-143. https://doi.org/10.5465/amr.1987.4306502
  • Mizik, N., & Jacobson, R. (2003). Trading off between value creation and value appropriation: The financial implications of shifts in strategic emphasis. Journal of Marketing, 67(1), 63-76. https://doi.org/10.1509/jmkg.67.1.63.18595
  • Molinillo, S., Anaya-Sánchez, R., & Liébana-Cabanillas, F. (2020). Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites. Computers in Human Behavior, 108, 105980. https://doi.org/10.1016/j.chb.2019.04.004
  • Moriuchi, E. (2019). Okay, Google!: An empirical study on voice assistants on consumer engagement and loyalty. Psychology & Marketing, 36(5), 489-501. https://doi.org/10.1002/mar.21192
  • Naumann, K., Bowden, J., & Gabbott, M. (2020). Expanding customer engagement: The role of negative engagement, dual valences and contexts. European Journal of Marketing, 54(7), 1469-1499. https://doi.org/10.1108/ejm-07-2017-0464
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AİLE MÜLKİYETİ VE FİRMA PERFORMANSI ARASINDAKİ İLİŞKİYE MÜŞTERİ KATILIMI NASIL VE NE ZAMAN TEMEL OLUŞTURUR: KAVRAMSAL BİR ÇERÇEVE

Yıl 2022, Cilt: 31 Sayı: 2, 477 - 487, 29.10.2022
https://doi.org/10.35379/cusosbil.1102174

Öz

Sosyal medyanın hızla yaygınlaşmasıyla birlikte müşterilerin ve firmaların birbirleriyle olan etkileşimi son on yılda hızla arttı. Bu etkileşimli iletişim, firmaların müşteri katılımını artırmalarına yardımcı oldu. Bu nedenle, sosyal medya odaklı müşteri katılımı ve firma performansı akademisyenlerin ilgisini çekmiştir. Ancak, mevcut çalışmalar büyük ölçüde müşterilere odaklanmaktadır ve firmalarla ilgili faktörler (öncüller) hakkında bilinenler çok kısıtlı kalmaktadır. Bu nedenle, bu çalışmada ilişkiler, firma ile ilgili özelliklere odaklanarak müşteri katılımını açıklamak için tasarlanmıştır. Bu çalışma, müşteri katılımına ilişkin kapsamlı bir kavramsal çerçeveyi, öncülleri (firmanın yönetişim özellikleri), sonuçları (firma performansı) ve moderatörleri (aile stratejik vurgusu ve sosyal medya kullanım yoğunluğu) kapsayacak bir biçimde geliştirmeyi amaçlamaktadır. Yeni ilişkileri açıklayabilmek için beş teorik önerme tasarlanmıştır. Önerilen yeni kavramsal model, müşteri bağlılığı literatürünü genişletmektedir. Ayrıca aile şirketleri, iletişim stratejilerinde kendi özelliklerini vurgulayarak rakiplerine karşı rekabet avantajı da elde edebilirler.

Kaynakça

  • Ahn, J., Back, K., & Barišić, P. (2019). The effect of dynamic integrated resort experience on Croatian customer behavior. Journal of Travel & Tourism Marketing, 36(3), 358-370. https://doi.org/10.1080/10548408.2018.1557097
  • Ailawadi, K. L., Lehmann, D. R., & Neslin, S. A. (2003). Revenue premium as an outcome measure of brand equity. Journal of Marketing, 67(4), 1-17. https://doi.org/10.1509/jmkg.67.4.1.18688
  • Algharabat, R., Rana, N. P., Alalwan, A. A., Baabdullah, A., & Gupta, A. (2020). Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media. Journal of Retailing and Consumer Services, 53, 101767. https://doi.org/10.1016/j.jretconser.2019.01.016
  • Ali, A., Chen, T., & Radhakrishnan, S. (2007). Corporate disclosures by family firms. Journal of Accounting and Economics, 44(1-2), 238-286. https://doi.org/10.1016/j.jacceco.2007.01.006
  • Arregle, J., Hitt, M. A., Sirmon, D. G., & Very, P. (2007). The development of organizational social capital: Attributes of family firms. Journal of Management Studies, 44(1), 73-95. https://doi.org/10.1111/j.1467-6486.2007.00665.x
  • Bednarz, J., Bartosik-Purgat, M., Jastrzębski, T., & Cirella, G. T. (2022). Young consumer perception towards family firms: Relationship building and gender. Entrepreneurial Business and Economics Review, 10(1), 161-174. https://doi.org/10.15678/eber.2022.100111
  • Boujena, O., Ulrich, I., Manthiou, A., & Godey, B. (2021). Customer engagement and performance in social media: A managerial perspective. Electronic Markets, 31(4), 965-987. https://doi.org/10.1007/s12525-020-00450-3
  • Bozkurt, S., Gligor, D.M. & Babin, B.J. (2021), "The role of perceived firm social media interactivity in facilitating customer engagement behaviors," European Journal of Marketing, Vol. 55 No. 4, pp. 995-1022. https://doi.org/10.1108/EJM-07-2019-0613
  • Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114. https://doi.org/10.1016/j.jbusres.2011.07.029
  • Chung, K. H., & Pruitt, S. W. (1994). A simple approximation of Tobin's q. Financial Management, 23(3), 70. https://doi.org/10.2307/3665623
  • Cohen, H. (2018, October 18). Fortune 500 social media research: How to make your business succeed. Heidi Cohen. https://heidicohen.com/fortune-500-social-media-research/
  • Coviello, N., Milley, R., & Marcolin, B. (2001). Understanding IT-enabled interactivity in contemporary marketing. Journal of Interactive Marketing, 15(4), 18-33. https://doi.org/10.1002/dir.1020
  • Das, T. K., & Teng, B. (2001). Trust, control, and risk in strategic alliances: An integrated framework. Organization Studies, 22(2), 251-283. https://doi.org/10.1177/0170840601222004
  • Davis, J. H., Schoorman, F. D., & Donaldson, L. (1997). Toward a stewardship theory of management. The Academy of Management Review, 22(1), 20-47. https://doi.org/10.2307/259223
  • Dessart, L. (2017). Social media engagement: A model of antecedents and relational outcomes. Journal of Marketing Management, 33(5-6), 375-399. https://doi.org/10.1080/0267257x.2017.1302975
  • Dessart, L., Veloutsou, C., & Morgan-Thomas, A. (2015). Consumer engagement in online brand communities: A social media perspective. Journal of Product & Brand Management, 24(1), 28-42. https://doi.org/10.1108/jpbm-06-2014-0635
  • Duan, W., Gu, B., & Whinston, A. (2008). The dynamics of online word-of-mouth and product sales—An empirical investigation of the movie industry. Journal of Retailing, 84(2), 233-242. https://doi.org/10.1016/j.jretai.2008.04.005
  • France, C., Merrilees, B., & Miller, D. (2016). An integrated model of customer-brand engagement: Drivers and consequences. Journal of Brand Management, 23(2), 119-136. https://doi.org/10.1057/bm.2016.4
  • Gligor, D., Bozkurt, S., & Russo, I. (2019). Achieving customer engagement with social media: A qualitative comparative analysis approach. Journal of Business Research, 101, 59-69. https://doi.org/10.1016/j.jbusres.2019.04.006
  • Gligor, D., & Bozkurt, S. (2021). The role of perceived social media agility in customer engagement. Journal of Research in Interactive Marketing, 15(1), 125-146. https://doi.org/10.1108/jrim-12-2019-0196
  • Gligor, D., Bozkurt, S., Welch, E., & Gligor, N. (2022). An exploration of the impact of gender on customer engagement. Journal of Marketing Communications, 1-24. https://doi.org/10.1080/13527266.2022.2030390
  • Gomez-Mejia, L. R., Nunez-Nickel, M., & Gutierrez, I. (2001). The role of family ties in agency contracts. Academy of Management Journal, 44(1), 81-95. https://doi.org/10.2307/3069338
  • Guzzo, R. A., & Abbott, S. (1990). Family firms as utopian organizations. Family Business Review, 3(1), 23-33. https://doi.org/10.1111/j.1741-6248.1990.00023.x
  • Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312-335. https://doi.org/10.1007/s11747-016-0509-2
  • Harris, D., Martinez, J. I., & Ward, J. L. (1994). Is strategy different for the family-owned business? Family Business Review, 7(2), 159-174. https://doi.org/10.1111/j.1741-6248.1994.00159.x
  • Hirschey, M. (1982). Intangible capital aspects of advertising and R & D expenditures. The Journal of Industrial Economics, 30(4), 375. https://doi.org/10.2307/2097924
  • Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development, and validation. Journal of Interactive Marketing, 28(2), 149-165. https://doi.org/10.1016/j.intmar.2013.12.002
  • Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer cocreation in new product development. Journal of Service Research, 13(3), 283-296. https://doi.org/10.1177/1094670510375604
  • James, H. S. (1999). Owner as manager, extended horizons, and the family firm. International Journal of the Economics of Business, 6(1), 41-55. https://doi.org/10.1080/13571519984304
  • Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177-192. https://doi.org/10.1509/jmkg.2005.69.4.177
  • Kashmiri, S., & Mahajan, V. (2010). What's in a name?: An analysis of the strategic behavior of family firms. International Journal of Research in Marketing, 27(3), 271-280. https://doi.org/10.1016/j.ijresmar.2010.04.001
  • Kashmiri, S., & Mahajan, V. (2014). Beating the recession blues: Exploring the link between family ownership, strategic marketing behavior and firm performance during recessions. International Journal of Research in Marketing, 31(1), 78-93. https://doi.org/10.1016/j.ijresmar.2013.08.003
  • Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497-514. https://doi.org/10.1509/jmr.15.0044
  • Lansberg, I. S. (1983). Managing human resources in family firms: The problem of institutional overlap. Organizational Dynamics, 12(1), 39-46. https://doi.org/10.1016/0090-2616(83)90025-6
  • Lansberg, I. (1999). Succeeding generations: Realizing the dream of families in business. Harvard Business Press.
  • Le Breton–Miller, I., & Miller, D. (2006). Why do some family businesses out-compete? Governance, long–term orientations, and sustainable capability. Entrepreneurship Theory and Practice, 30(6), 731-746. https://doi.org/10.1111/j.1540-6520.2006.00147.x
  • Mackie, R. (2001). Family ownership and business survival: Kirkcaldy, 1870-1970. Business History, 43(3), 1-32. https://doi.org/10.1080/713999227
  • Miller, D., & Breton-Miller, I. L. (2005). Managing for the long run: Lessons in competitive advantage from great family businesses. Harvard Business Press.
  • Miller, D., & Shamsie, J. (2001). Learning across the life cycle: Experimentation and performance among the Hollywood studio heads. Strategic Management Journal, 22(8), 725-745. https://doi.org/10.1002/smj.171
  • Milliken, F. J. (1987). Three types of perceived uncertainty about the environment: State, effect, and response uncertainty. Academy of Management Review, 12(1), 133-143. https://doi.org/10.5465/amr.1987.4306502
  • Mizik, N., & Jacobson, R. (2003). Trading off between value creation and value appropriation: The financial implications of shifts in strategic emphasis. Journal of Marketing, 67(1), 63-76. https://doi.org/10.1509/jmkg.67.1.63.18595
  • Molinillo, S., Anaya-Sánchez, R., & Liébana-Cabanillas, F. (2020). Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites. Computers in Human Behavior, 108, 105980. https://doi.org/10.1016/j.chb.2019.04.004
  • Moriuchi, E. (2019). Okay, Google!: An empirical study on voice assistants on consumer engagement and loyalty. Psychology & Marketing, 36(5), 489-501. https://doi.org/10.1002/mar.21192
  • Naumann, K., Bowden, J., & Gabbott, M. (2020). Expanding customer engagement: The role of negative engagement, dual valences and contexts. European Journal of Marketing, 54(7), 1469-1499. https://doi.org/10.1108/ejm-07-2017-0464
  • Number of social network users worldwide from 2017 to 2025. (2020, July 15). Statista. https://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/
  • Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294-311. https://doi.org/10.1007/s11747-016-0485-6
  • Park, J., Hyun, H., & Thavisay, T. (2021). A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention. Journal of Retailing and Consumer Services, 58, 102272. https://doi.org/10.1016/j.jretconser.2020.102272
  • Prahalad, C., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5-14. https://doi.org/10.1002/dir.20015
  • Pratt, J.H. and Davis, J.A., 1985. Measurement and evaluation of the populations of family-owned and home-based businesses. U.S. Small Business Administration Report No. 9202-AER-85. Washinton.DC: Government Printing Office.
  • Prentice, C., Han, X. Y., Hua, L., & Hu, L. (2019). The influence of identity-driven customer engagement on purchase intention. Journal of Retailing and Consumer Services, 47, 339-347. https://doi.org/10.1016/j.jretconser.2018.12.014
  • Sashi, C. (2012). Customer engagement, buyer‐seller relationships, and social media. Management Decision, 50(2), 253-272. https://doi.org/10.1108/00251741211203551
  • Shahbaznezhad, H., Dolan, R., & Rashidirad, M. (2021). The role of social media content format and platform in users' engagement behavior. Journal of Interactive Marketing, 53, 47-65. https://doi.org/10.1016/j.intmar.2020.05.001
  • Sirianni, N. J., Bitner, M. J., Brown, S. W., & Mandel, N. (2013). Branded service encounters: Strategically aligning employee behavior with the brand positioning. Journal of Marketing, 77(6), 108-123. https://doi.org/10.1509/jm.11.0485
  • Sokolova, K., & Kefi, H. (2020). Instagram and YouTube bloggers promote it, why should I buy? How credibility and parasocial interaction influence purchase intentions. Journal of Retailing and Consumer Services, 53, 101742. https://doi.org/10.1016/j.jretconser.2019.01.011
  • Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92-104. https://doi.org/10.1509/jmkr.46.1.92
  • Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266. https://doi.org/10.1177/1094670510375599
  • Villalonga, B., & Amit, R. (2006). How do family ownership, control and management affect firm value? Journal of Financial Economics, 80(2), 385-417. https://doi.org/10.1016/j.jfineco.2004.12.005
  • Wang, Z., & Kim, H. G. (2017). Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective. Journal of Interactive Marketing, 39, 15-26. https://doi.org/10.1016/j.intmar.2017.02.004
  • Wongkitrungrueng, A., & Assarut, N. (2020). The role of live streaming in Building Consumer Trust and engagement with Social Commerce Sellers. Journal of Business Research, 117, 543–556. https://doi.org/10.1016/j.jbusres.2018.08.032
Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Sıddık Bozkurt 0000-0002-3985-5925

Serap Sarp 0000-0002-2560-4105

David Glıgor 0000-0003-0819-4754

Yayımlanma Tarihi 29 Ekim 2022
Gönderilme Tarihi 12 Nisan 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 31 Sayı: 2

Kaynak Göster

APA Bozkurt, S., Sarp, S., & Glıgor, D. (2022). HOW AND WHEN CUSTOMER ENGAGEMENT UNDERLIES THE LINK BETWEEN FAMILY OWNERSHIP AND FIRM PERFORMANCE: A CONCEPTUAL FRAMEWORK. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 31(2), 477-487. https://doi.org/10.35379/cusosbil.1102174