Research on the Impact of Intercustomer Social Support on Customer Engagement Behaviors in Virtual Brand Communities

Abstract

Customer engagement behavior is a key factor in promoting the sustainable growth of virtual brand communities. Despite the extensive research on the antecedents of customer engagement behaviors, the influence of intercustomer social support remains a neglected area in the context of virtual brand communities. Based on a total of 293 valid questionnaires collected via an online survey, a structural equation model and hierarchical regression analysis are used to examine the effects of intercustomer social support (informational/emotional support) on customer engagement behaviors (customer-oriented/community-oriented engagement behaviors) in virtual brand communities, as well as consider the mediating role of self-efficacy and the moderating role of interdependent self-construal in the above relationships. The empirical finding shows that informational/emotional support significantly affects customer-oriented and community-oriented engagement behaviors. Self-efficacy plays a mediating role in the relationship between informational/emotional support and customer-oriented/community-oriented engagement behaviors. Interdependent self-construal positively moderates the relationship between informational/emotional support and customer-oriented engagement behaviors and positively moderates the relationship between informational support and community-oriented engagement behaviors. This article provides a more comprehensive understanding of the relationships between intercustomer social support and customer engagement behaviors in the context of virtual brand communities, and improves the existing customer engagement behaviors management practices that are beneficial for the companies.