Advances in Consumer Research
Issue 11 : 150-160
Original Article
Brand Communities and Customer Advocacy in Management: Exploring Consumer Engagement in the Age of Social Media
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1
Assistant Professor, School of Commerce & Management, K. K. University, Nalanda, Bihar Nalanda, Bihar
2
Assistant Professor, School of Business, Galgotias University, Greater Noida Uttar Pradesh 203201
3
Principal, Commerce, Peri College of Arts and Science, Chengalpattu, Chennai
4
MM Institute of Management, Maharishi Markandeshwar (Deemed to be University) Mullana Ambala
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Research Scholar, Department Of Faculty of Business Management, Mahatma Gandhi Chitrakoot Gramodaya Vishvavidyalaya, Chitrakoot, Satna, Madhya Pradesh
6
Assistant Professor, Department of Commerce, Utkal University (CDOE), Bhubaneswar, Odisha
Abstract

Social media has changed the way brands are managed by allowing organisations to build interactive brand communities where it can promote consumer interactions and customer recommendation. The paper discusses the correlation between the social media brand community, consumer engagement, and customer advocacy and how they relate to the modern management practice. This study will be qualitative and exploratory utilizing secondary research and thematic analysis of the literature available. The results show that brand communities promote the exchange of knowledge, social interaction, emotional attachment and collaborative engagement that has the potential to support consumer relations and promote positive electronic word-of-mouth. The importance of brand trust, perceived authenticity, customer satisfaction and community identification are found as affecting the development of customer advocacy. It also involves identifying the potential problems including negative interaction with the communities, avoiding the brands, anti-brand activism and reputational risk of ineffective community management that the analysis is done. These conclusions indicate that consumer interaction does not necessarily enlist advocacy but the measure of its success is the quality of the interactions and the trustworthiness of the brand messages. As a manager, the organisation needs to focus on open communication, sensitive community management and participation that is meaningful to consumers in order to have sustainable customer relationships. The research would contribute to the strategic significance of digital brand communities as well as the chances to open new empirical studies of consumer engagement and advocacy on various social media platforms in the future.

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