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Title: Introducing Relational Dialectics on Actor Engagement in the Social Media Ecosystem
Authors: Tsiotsou, Rodoula H.
Type: Article
Subjects: FRASCATI::Social sciences::Economics and Business::Business and Management
FRASCATI::Social sciences::Economics and Business::Business and Management
Keywords: customer/actor engagement
social media
relational dialectics
SDL service ecosystem
Issue Date: 2021
Publisher: EMERALD
Source: Journal of Services Marketing
Volume: 35
Issue: 3
First Page: 349
Last Page: 366
Abstract: Abstract Purpose. The purpose of this paper is to provide an in-depth understanding of actor engagement (AE) on social media by proposing a holistic and integrative conceptual framework. Methodology/Approach. Based on a sample of 118 articles, the paper draws on the service-dominant logic (SDL)-based service ecosystem perspective combined with the tenets of relational dialectics as theoretical lenses to inform AE research in social media. Findings. The paper proposes a framework of AE in social media called the TASC model, an acronym of Thesis-Antithesis-Synthesis-Conflict. TASC introduces the dialectical nature of AE and discusses the contexts and levels of AE in the social media ecosystem as well as their evolving processes. Practical Implications. Firms can apply the knowledge provided by TASC to gather marketing intelligence and develop marketing strategies to anticipate tensions, motivate the desired AE intensity and valence, and reinforce value co-creation in the social media ecosystem. Originality. TASC is a comprehensive framework that, for the first time, explains engagement at all levels of the social media ecosystem by combining the SDL-based service ecosystem view with the relational dialectics perspective.
Other Identifiers: 10.1108/JSM-01-2020-0027
Appears in Collections:Department of Business Administration

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