Purpose – The purpose of this paper is to understand the factors which impact upon the consumers’
willingness to utilise company Facebook pages and e-word-of mouth by proposing and testing
a conceptual framework which is inspired by theories in marketing and information systems fields.
The authors believe that only by applying both theories will provide a more complete understanding
of the relationship between brand experience and Facebook. The research model attempts to illustrate
the factors according to customers’ intrinsic and extrinsic motivations and their impact on brand
experience, brand Facebook page loyalty and e-word-of-mouth (E-WOM).
Design/methodology/approach – The authors adopted an online survey method for data collection.
The subjects the authors used were Facebook users. The data were collected in Taiwan over spring 2011.
The authors then used the structural equation model to analyse the data collected.
Findings – The findings suggest that users are influenced by the technical characterises of a brand
Facebook page, such as ease of use and usefulness, which might be combated by attempting to reduce
customer effort when accessing Facebook pages. The authors conclude that customer effort influenced
brand experience and consequently loyalty to brand Facebook pages and E-WOM.
Research limitations/implications – The limitations of this study relate to the investigation of
consumer perspectives in a specific geographical context and time frame.
Originality/value – The study’s contributions are both theoretical and practical, as it offers new
insights into brand experience attitudes in an online environment and useful insights to companies
willing to market themselves on Facebook.
Keywords Marketing, Facebook, Virtual community, Extrinsic motivations, Intrinsic motivations
Paper type Research pape
