Unha análise empírica dos factores que inflúen no boca a boca electrónico nas redes sociais tras unha promoción de marca

Abstract

Social networking sites have greatly increased in recent years in terms of use by consumers and companies, with more and more frequent development of marketing communication strategies in these media. Companies are increasing their investment in social networking sites in order to attract new consumers through electronic word of mouth (e-WOM) and stimulate purchase intention. This study contributes to literature by increasing knowledge of the factors that help improve the e-WOM resulting from a promotion made by a brand in social networking sites, through a combined model. The empirical contrast is made with a sample of university students with presence on different social networking sites. The developed analyses are carried out by means of a model of structural equations. The results show the relevant role of the exchange of online experiences between consumers and the commitment to the social network on the intention of eWOM. Likewise, they emphasize the importance of opportunity and identification with the social networking site as determinants of these antecedents.Resumo As redes sociais experimentaron nos últimos anos un gran crecemento en termos de uso por parte de consumidores e empresas, sendo cada vez máis frecuente o desenvolvemento de estratexias de comunicación de márketing nestes medios. As empresas están aumentando o seu investimento en redes sociais co fin de atraer novos consumidores a través do boca a boca electrónico (electronic word of mouth [eWOM]) e estimular a intención de compra. Este estudo contribúe á literatura incrementando o coñecemento dos factores que axudan á mellora do eWOM resultado dunha promoción realizada por unha marca en redes sociais, a través dun modelo combinado. O contraste empírico realízase cunha mostra de estudantes universitarios con presenza en diferentes redes sociais. As análises desenvolvidas efectúanse a través dun modelo de ecuacións estruturais. Os resultados mostran o papel relevante do intercambio de experiencias online entre consumidores e do compromiso coa rede social sobre a intención de eWOM. Así mesmo, destacan a importancia da oportunidade e a identificación coa rede social como determinantes destes antecedentes