Social Media Brand Engagement Research Articles

The impact of social media marketing on brand awareness, brand engagement and purchase intention in emerging economies

PurposePurpose. Based on the Uses and Gratifications Theory (UGT), theory of consumer brand engagement (CBE), and empirical findings, we examine the impact of social media marketing (SMM) on brand awareness (BA), consumer brand engagement (CBE), and purchase intention in emerging economies.Design/methodology/approachData were collected in North Macedonia, Albania, Kosovo, Romania, and Ukraine from 1808 social media users, through a self-administered online survey. Partial least square structural equation modeling was used to assess the theoretical model, and a multi-group analysis to explore the differences between countries.FindingsSocial media marketing has a positive impact on brand awareness, brand engagement, and purchase intention, while country moderates the relationship between brand engagement and purchase intention. We reveal differences among countries regarding SMM's impact on brand engagement and purchase intention.Practical implicationsThe study promotes SM's impact on brand communications, providing consumer insights that help companies design effective SMM strategies, using similarities and differences in emerging economies. The different levels of CBE and their different influences on purchase intention require a focus on the motivations for brand engagement in social media and the type of content preferred by consumers in each country. The originality of our research lies in our examination of the impact of social media marketing on consumer behavior in five emerging countries. Additionally, we are investigating how the country of origin influences the relationship between social media marketing, brand awareness, consumer behavior, and purchase intention in different countries.Originality/valueThe originality of our research lies in our examination of the impact of social media marketing on consumer behavior in five emerging countries. Additionally, we are investigating how the country of origin influences the relationship between social media marketing, brand awareness, consumer behavior, and purchase intention in different countries.

Influencer Marketing Impact on Consumer Behavior: Trust, Authenticity, and Brand Engagement in Social Media

This abstract summarizes recent research on the influence of social media influencers on consumer behavior. Three key studies are highlighted: one exploring the impact of different categories of female social media influencers on consumer credibility and purchase intention, another investigating the psychological mechanisms underlying influencer marketing, and a third examining the moderating role of cultural factors on influencer-consumer relationships. The studies emphasize the multifaceted nature of influencer marketing and underscore the importance of considering influencer types, psychological processes, and cultural differences in designing effective marketing strategies. Themes such as influencer credibility, psychological mechanisms, and cultural moderation emerge as significant factors shaping consumer behavior in the digital age.

The effects of celebrity endorser on consumer advocacy behavior through the customization and entertainment intention – A multivariate analysis

Purpose The purpose of this study is to investigate the effects of celebrity endorsers on consumer advocacy, customization and entertainment intentions based on the notion of the stimulus–organism–response (SOR) framework. In addition, this study aims to examine the mediating and moderating role of customization and entertainment intentions on the proposed relationships. The authors also intend to highlight the comparative effects between male and female young social media consumers on those proposed associations. Design/methodology/approach In the pursuit of comprehensive and rigorous data collection, this study adopted a quantitative methodology using a meticulously crafted questionnaire. The questionnaire survey was conducted in major cities of Malaysia using the convenience and snowball sampling techniques. A total of 576 responses were collected, even though 549 retorts were used for data analysis. In this investigation, the authors strategically used covariance-based structural equation modeling through the use of AMOS v. 24 as the primary data analysis tool. Augmenting the analytical depth, the authors also conducted a supplementary bootstrap analysis. The additional layers of examination were crucial for appraising the mediating and moderating effects inherent within the model, in which the PROCESS MACRO v.4.20 was used. Findings The results of this study revealed the significant direct positive effects of celebrity endorsers on consumer customization, entertainment and advocacy intentions. Consumer customization and entertainment intentions also found significant direct affirmative effects on consumer advocacy intention, along with the significant direct positive effects of consumer entertainment intention on consumer customization intention. The results further revealed that consumer customization and entertainment intentions cannot mediate the relationship between celebrity endorsers and advocacy intention. The entertainment intention also declined the mediating effects between celebrity endorsers and consumer customization intention. On the contrary, consumer customization intention significantly and positively, and entertainment intention also significantly but negatively, moderate the association between celebrity endorsers and consumer advocacy intention. This study also illustrates that the effects of those examined relationships differ between male and female young social media consumers. Originality/value This study investigates the impact of celebrity endorsers on consumer behavior, focusing on their customization, entertainment and advocacy intentions. It extends current SOR framework, enhances source credibility theory, fills gaps in the literature on social media brand engagement and underscores the significance of customization and entertainment intentions. The findings provide insights for managers aiming to harness consumer brand advocacy through celebrity endorsers effectively.

Identifying and Screening Components and Indicators of Brand Management Positioning in Art

Objective: The objective of this study is to identify and screen the components and indicators of brand management positioning within the art industry. Methodology: This research employs a mixed-methods approach, incorporating both qualitative and quantitative methods. The study is interpretive, with an inductive approach, and is classified as cross-sectional. Data collection involved a combination of library and field studies. The qualitative section analyzed 166 articles using open, axial, and selective coding to identify key positioning components. The quantitative section involved a purposive sample of 28 industry and academic experts from the seven fields of art, who participated in a fuzzy screening process to evaluate the importance of the identified components and indicators. Findings: The qualitative analysis resulted in the identification of 83 initial indices, which were grouped into 15 general components and ultimately categorized into three main dimensions: resources and assets, capabilities, and benefits of positioning. The fuzzy screening process revealed that the importance of these components varied across the seven artistic fields. The most emphasized indices for effective positioning were understanding audience needs, audience relationship management, brand identity, use of new technology, innovative products/services, advertising and public relations, sales policy, and brand reputation. Key components included audience-centricity, financial resources, brand assets, financial benefits, audience engagement, marketing capabilities, relational benefits, differentiation from competitors, and networking capabilities. Conclusion: This study provides a structured framework for brand positioning in the art industry, emphasizing the need for a tailored approach based on the specific characteristics of each artistic field. The findings highlight the importance of leveraging audience understanding, innovative practices, and effective communication to create a distinctive brand image.

Modeling Brand Engagement in Social Media (Based on Sentiment Analysis and Customer Data)

Objective: The primary aim of this study is to develop a comprehensive model that can identify and analyze the factors influencing customer engagement with brands. Methodology: A mixed-methods approach was utilized for this purpose. In the qualitative section, interviews were conducted with managers and experts in the field of digital marketing at a dairy company. These interviews aimed to identify and gain a deeper understanding of the key factors that could impact brand engagement on social media. The results of these interviews facilitated the identification of initial and main codes using MaxQDA software. In the quantitative section, a dataset comprising 50,525 user-generated content in response to 505 promotional posts by a dairy brand on Instagram was used. By employing the BERT model and Natural Language Processing (NLP) techniques, the sentiments of users in their comments were analyzed and identified. After sentiment analysis, the K-means clustering technique was employed to organize the sentiments into distinct topics. Subsequently, these clusters were compared and analyzed with expert opinions to identify the most critical factors influencing brand engagement. Findings: The findings of the research indicated that cognitive factors such as brand awareness, emotional factors such as positive emotions and emotional attachment, and behavioral (social) factors such as participation and social interaction each play a vital role individually and interactively in customer engagement and loyalty. Conclusion: This research demonstrated that creating positive emotional experiences and encouraging active participation in social activities can significantly contribute to positive interactions and customer loyalty to the brand.

An integrated model of social media brand engagement: an empirical study of the Vietnamese luxury residential property market

PurposeProperty developers identify the vital role of social media brand engagement (SMBE) in sustaining their businesses in competitive marketplaces, but it remains underexplored. This paper examines how SMBE mediates the effects of firm-generated content (FGC) and user-generated content (UGC) on brand trust, considering the moderating effects of social media influencer endorsement (SMIE) and self-image congruence (SIC) for luxury residential properties (LRPs).Design/methodology/approachAround 516 high-income homebuyers in Vietnam who shared information about LRP on social media were targeted to test the research model empirically. The primary data collected from paper-based surveys were analysed using SPSS 26 and AMOS 24.FindingsResults indicate that FGC and UGC positively impact SMBE and consequently significantly affect brand trust. Further, results confirm the moderating roles of SMIE and SIC in the effects of FGC and UGC on SMBE.Research limitations/implicationsData and sample size were limited to meet the generalisation from different nations and cross cultures.Practical implicationsThe authors' findings suggest that marketers should apply the authors' integrated SMBE model to strengthen brand–consumer interactions and increase their sales revenue.Originality/valueThis study is the first in its application of the uses and gratifications theory and self-congruence theory to investigate how SMBE mediates the relationship between FGC and brand trust as well as between UGC and brand trust. Noticeably, this study makes a novel contribution as the first to quantitatively explore the moderating effects of SMIE and SIC in the authors' research model.

Brand trust and engagement in social commerce

AbstractWith the surge in social media (SM) users around the world, the scope of social commerce (SC) in brand engagement is a prominent area of discussion. The present study empirically investigates the effect of social commerce construct (SCC), multi‐dimensional constructs of social presence theory (SPT) and consumer generated content (CGC) on brand trust and brand engagement in SC platforms. An online survey was conducted among 625 Indian consumers who had made more than one purchase using SC platforms in the previous 6 months. Structural equation modelling technique was employed for testing the hypotheses and conceptual model. The results suggest that each element of SCC, SPT and CGC positively contributes to brand trust and engagement. Further, the study provides insight into brand trust and brand engagement in SM, which prompts brand usage intention of the consumers. The insights can be used by managers to create long‐term customer relationship management action plans that emphasize brand trust and engagement.

THE INFLUENCE OF INSTAGRAM SOCIAL MEDIA MARKETING AND TECHNOLOGY READINESS TO INCREASE PURCHASE INTENTION THROUGH SOCIAL MEDIA BRAND ENGAGEMENT MEDIATION ON X INSTANT MORTAR BRAND

The Covid-19 has disrupted several businesses marketing strategies. This also has an effect on the building materials industry, they have to adapting its marketing to the B2C market via social media. Social Media Marketing can increase a customer's interest in making purchase, according to the findings of prior study and theory; yet, the company's data reveals various outcomes. There was a strong response to the social media marketing campaign, however the number of sales was not related to the number of sales the company made. Consequently, this study will assess the impact of Social Media Marketing on Purchase Intention as mediated by Social Media Brand Engagement, and considering the Technology Readiness. 150 Instagram followers of Mortar Instant X were surveyed using a quantitative way to acquire data for this study. According to the findings, Social Media Marketing has a positive direct and indirect influence (mediated by Social Media Brand Engagement) on Purchase Intention. Meanwhile, Technology Readiness has a positive direct and indirect effect (mediated by Social Media Brand Engagement) on Purchase Intention. It is anticipated that Instant Mortar X and the construction materials industry would use the findings of this study to develop and implement social media marketing strategies.

The Antecedents of Facebook Brand Page Engagement in Public Relations

Social media has increased the integration of marketing and PR. Consequently, due to this transition, businesses increasingly value customer relations above transactional marketing through social media brand pages communication. However, according to recent research, a practical problem has been identified: despite the significance of social media in marketing and communication, there is a lack of understanding among PR practitioners about how to successfully and strategically communicate via social media. PR practitioners still use social media asymmetrically and as promotional or advertising tools rather than for forming relationships with the public, which creates a lack of engagement. Secondly, a recent empirical study showed that humanise interaction can create customer and brand engagement through social media brand pages. Hence, recent public relations and social media-related research did not focus on humanised interaction influencing people to engage on brands’ social media Facebook pages. Thirdly, consumer brand engagement on social media was researched for several years. Furthermore, recent research conceptualised consumer engagement and brand engagement and called it social media brand engagement. Hence, social media brand engagement does not conceptualise or analyse humanised interaction and two-way symmetrical communication in computer-mediated communication in public relations related literature. Moreover, it is unclear how humanise interaction to create customer engagement through social media brand pages. This study aims to fill the research gap by providing a clear picture of how humanising interaction (as an antecedent) creates brand engagement and how to maintain a two-way communication strategy (as an antecedent) to maintain effective communication and build relationships. To answer these questions, this study conceptualises and develops a research framework where conversational human voice from relational maintenance theory and two-way symmetrical communication from excellence theory are taken as the antecedents of social media brand engagement.

Mediation Role of Destination Brand Patriotism in Social Media Brand Engagement and Destination Brand Value Co-creation: Local Residents’ Perspective in the Tourism Sector in Tanzania

ABSTRACT The study is an attempt to advance knowledge on the supply-side perspective of destination branding using a bottom-up approach. The study proposed and tested a model that examines the role of social media brand engagement in enhancing destination brand value co-creation via destination brand patriotism. The proposed model was tested empirically among 499 local residents using structural equation modeling. The findings suggest that social media brand engagement influences destination brand value co-creation via destination brand patriotism. Therefore, the findings suggest that destinations can use social media to engage local residents in destination brand value co-creation as brand value co-creators.

What keeps me engaging? A study of consumers' continuous social media brand engagement practices

PurposeThis study examines some pertinent individual-level factors and consequences of consumers' continuous social media brand engagement (SMBE) practices. Further, this study examines the moderating effect of other-efficacy to deepen the understanding.Design/methodology/approachOnline survey data collected from 785 respondents, through a convenience sampling technique on Facebook, was analyzed through structural equation (SEM) modeling with AMOS 23.0.FindingsThe findings suggest that compatibility with lifestyle, perceived information quality and escapism, which significantly drive consumers' continuous engagement with brands on social media. However, perceived enjoyment does not. Other-efficacy duly moderates consumers' continuous SMBE practices. While continuous SMBE significantly drives consumer-based brand equity (CBBE), continuous SMBE does not have any significant relationship with consumers' subjective well-being (SWB).Research limitations/implicationsThis study reports robust findings on the effects of individual-level factors that drive consumers' continuous SMBE practices. However, the study only focused on Facebook brand pages. This is a limitation for generalizability of results because the research did not take a holistic view of all types of social media.Practical implicationsThe research suggests a need for managers to project their brands and share relevant and stimulating information throughout their continuous SMBE with consumers to build strong consumer–brand relationships. Managers should also engage consumers with interesting social media messages as well as both informative and transformative creative strategies to excite them. This will further give consumers a reason to continuously interact with the brand on social media platforms.Originality/valueThis study is one of the very few works to tease out pertinent factors that drive consumers' continuous SMBE practices. The paper integrates the consumer-level factors and moderating effects of other-efficacy through the lens of Social Cognitive Theory (SCT) and Uses and Gratification Theory (UGT) to make a significant contribution to the SMBE literature.

It’s mine, that’s why I speak: Destination brand psychological ownership as a mediator of the link between social media brand engagement and local residents’ voice behavior

Local residents’ voices have been regarded as the most important extra-role behavior that determines the growth and survival of tourist destinations. This study examines the antecedents of such crucial extra-role behaviors of local residents. Furthermore, it examines the mediation role of destination brand psychological ownership in the relationship between social media brand engagement and local residents’ voice behavior. The study collected data from 376 local residents and was analyzed using Structural Equation Modelling. The findings suggest that social media brand engagement plays a crucial role in motivating voice behavior among local residents. In addition, destination brand psychological ownership is a mediator of the relationship between social media brand engagement and local residents’ voice behavior. Therefore, Destination Marketing Organizations (DMOs) should deliberately consider Web 2.0 technologies as strategic assets to engage local residents in enhancing brand-building behaviors through voice behavior.

Pengaruh Keterlibatan Merek, Komunikasi Merek, Dan Interaktivitas Merek Pada Keterikatan Merek Media Sosial

This study aims to explain the effect of brand involvement, brand communication, and brand interactivity on brand engagement J.CO Indonesia Instagram. The population of this study is J.CO Donuts & Coffee customers, and the sample is J.CO Donuts & Coffee customers that follow company official Instagram. Using purposive sampling technique, a total of 120 respondents is asked to fill the questionaire as main survey data sources. The results show that partially Brand Involvement has a positive and significant effect on Social Media Brand Engagement, Brand Communication has a positive and significant effect on Social Media Brand Engagement, and Brand Interactivity has a positive and significant effect on on Social Media Brand Engagement, and simultaneously Brand Involvement, Brand Communication, and Brand Interactivity have a positive and significant effect on Social Media Brand Engagement.

Examining drivers and outcomes of social media brand engagement

PurposeThis study empirically examines a set of drivers (i.e. social media involvement, self-brand congruence, firm image and relationship age) of consumers’ social media brand engagement (SMBE), which subsequently influences consumer outcomes (i.e. consumer satisfaction, brand trust and perceived value).Design/methodology/approachData were collected using a self-administered online survey of 340 social media users. Structural equation modelling was employed to test the conceptual model.FindingsFindings indicate that social media involvement, self-brand congruence and firm image are significant drivers of SMBE, while relationship age is not. SMBE subsequently impacts consumer satisfaction, brand trust and perceived value.Research limitations/implicationsThis study contains some limitations associated with cross-sectional research. It does not investigate consumer engagement with other entities (e.g. other commercial brands) through the use of social media.Practical implicationsThese findings call for marketing managers and social media brand managers to pay attention and invest resources in the significant drivers of SMBE. They also provide insights on enhancing SMBE to strengthen consumer–brand relationships.Originality/valueBased on consumer–brand relationship marketing and consumer psychology of brands, this study investigates brand-related relational drivers and outcomes of SMBE, thereby deepening understanding of consumer engagement in digital environments.

Social media brand engagement in the context of collaborative consumption: the case of AIRBNB

This study focuses on social media brand engagement in the context of shared and collaborative consumption businesses, a novel trend in the hospitality industry. By drawing on the concept of brands being defined collectively through an assemblage of heterogonous human and nonhuman actors, and focusing on the brand Airbnb—a peer-to-peer online platform for renting, swapping, and lending accommodations—the current study examines how consumers’ perceptions of Airbnb brand equity mediate the relationship between functional and hedonic brand image and social media behavioral engagement in terms of consumption, contribution, and creation of brand-related content (COBRAs). Results discriminate between direct and indirect effects. Findings reveal that hedonic brand image directly influences behavioral engagement on social media, whereas brand equity fully mediates the relationship between functional brand image and COBRAs. Implications for theory and practice related to shared or collaborative consumption platforms in the hospitality industry are discussed and suggestions for future studies are presented. This research paper provides conceptual and theoretical clarity on issues such as how consumers’ brand perceptions influence their behavioral engagement on social media.

Um Modelo Integrativo do Engajamento do Consumidor com a Marca nas Mídias Sociais

Objetivo: O objetivo desta pesquisa foi propor um modelo integrativo do engajamento do consumidor com a marca nas mídias sociais, com seus antecedentes e consequentes, analisando como o engajamento, juntamente com o boca a boca online positivo, afetam a intenção de compra dos consumidores nesses ambientes.Método: Foi desenvolvida uma pesquisa do tipo survey com usuários de mídias sociais. Para a execução dos testes de validação dos modelos de mensuração e do modelo estrutural proposto utilizou-se o software Smart PLS-SEM 3.0.Originalidade/Relevância: A investigação lançou foco sobre as motivações mais recorrentes na literatura sobre o engajamento do consumidor com a marca nas mídias sociais – expressão pessoal, socialização e obtenção de informação –, além de examinar o papel do boca a boca online positivo, enquanto um resultado e um colaborador do engajamento com a marca para a intenção de compra dos consumidores nesses ambientes.Resultados: Foram confirmadas as hipóteses teóricas propostas de que as motivações expressão pessoal, socialização e obtenção de informação impactam positivamente o engajamento do consumidor com a marca, além deste influenciar o boca a boca online positivo e a intenção de compra. Ademais, os resultados apontam que o engajamento com a marca e o boca a boca online positivo do consumidor podem exercer um efeito mediador na relação entre as motivações e a intenção de compra.Contribuições teóricas/metodológicas: Este trabalho contribui para o desenvolvimento teórico do engajamento do consumidor com a marca nas mídias sociais, ao testar empiricamente um modelo integrativo que proporciona um melhor entendimento do seu processo.Contribuições gerenciais/sociais: Gerencialmente, a pesquisa fornece orientações para a construção de estratégias que levem ao aumento do engajamento dos consumidores com a marca nas mídias sociais, assim como da recomendação online e intenção de compra da marca. Socialmente, o estudo evidencia as novas formas de relacionamento dos indivíduos com a marca, em razão da necessidade de se socializarem com seus pares, expressarem sua personalidade e obterem informações por meio das mídias sociais.

Social media brand engagement: dimensions, drivers and consequences

Purpose This paper aims to advance the current understanding of social media (SM) brand engagement. Specifically, it validates the dimensionality of SM brand engagement, examines its drivers and explores the impact of SM brand engagement on brand equity. Design/methodology/approach A survey was conducted with 433 Generation Y (Gen Y) SM users. Findings The study results validate SM brand engagement as a multidimensional construct comprising utilitarian, hedonic and social dimensions. Three categories of SM engagement antecedents were identified: social factors (social identity and tie-strength), user-based factors (service, product and price information, hedonic motives and prior experience with SM) and firm-generated information (personalized advertising, mass advertising, promotional offers and price information). Finally, SM brand engagement was positively related to brand equity. Research limitations/implications This study focused on Gen Y SM users in India. This study should be replicated in other contexts to establish the generalizability of the findings. Practical implications A better understanding of the dimensionality and drivers of SM brand engagement can help managers to enhance their SM strategies to build brand equity. Originality/value This is the first study to provide a comprehensive examination of the dimensions, drivers and consequences of SM brand engagement.

Social media brand engagement practices

Purpose The purpose of this paper is to deepen the understanding on social media brand engagement (SMBE) practices by exploring the impact of consumer brand knowledge, perceived social pressure, perceived social relatedness (PSR) and the role of brand trust. Design/methodology/approach A model is proposed to suggest the influence of consumer-level antecedents and moderators of SMBE. Following a survey design approach, data collected from 687 respondents on Facebook are examined through structural equation modelling using AMOS 23.0. Findings The findings reveal significant relationship between the examined antecedents (brand knowledge, perceived social pressure and brand trust) and SMBE. Examination of the moderation role of PSR revealed significant interaction effects on the relationship between brand knowledge and SMBE, as well as perceived social pressure and SMBE. The findings also suggest a lack of interaction effect of PSR on the relationship between brand trust and SMBE. Research limitations/implications This research provides empirical evidence in support of understanding SMBE practices by testing theoretically grounded hypotheses. The study focussed on technologically savvy respondents and only Facebook users in Ghana, which could limit the generalisation of the findings reported. Practical implications This study illustrates a need for managers to integrate multi-communication channels to enhance brand interactions and engagements. Firms must also adopt strategies that would enhance the sharing of interesting information about their brands on their social media platforms to attract others through customer networks. Originality/value The conceptualization of SMBE in this study zooms out our understanding of online SMBE by examining pertinent variables that drive or moderate consumer participation in SMBE activities. The integration of these variables brings out new empirical understanding and extends our knowledge on SMBE.

Antecedents and consequences of luxury brand engagement in social media

Purpose The purpose of this study is to analyse the antecedent (Consumer Involvement) and the consequences (Brand Connection and Brand Usage Intent [BUI]) of the three dimensions of Consumer Brand Engagement (CBE) (Cognitive Processing, Affection and Activation) in luxury brand engagement on Facebook. Design/methodology/approach Data were collected through an online questionnaire completed by fans/followers of luxury brands’ Facebook pages. The empirical study was conducted using structural equation modelling. Findings Consumer Involvement has a positive impact on the three dimensions of CBE (Cognitive Processing, Affection and Activation). This leads to the conclusion that Activation and Affection have an impact both on Self-Brand Connection and on BUI. Moreover, it was found that Cognitive Processing impacts only on BUI. Practical implications The results identified the factors which brand managers should focus on to increase CBE on Facebook. Originality/value This study is a pioneer, as it extends the consumer engagement model to the social media context in a hedonic and conspicuous consumption category which includes luxury brand products.

The Influence of B to B Social Media Message Features on Brand Engagement: A Fluency Perspective

ABSTRACTPurpose: Social media is increasingly drawing the attention and interest of business-to-business (B to B) organizations. Yet, B to B organizations remain cautious in their social media pursuits, in part based on a stated lack of understanding for best practices. The purpose of the current work is to take initial steps to address this challenge by identifying specific social media message features that influence online users’ engagement with B to B organizations.Methodology/Approach: This work examines the Twitter feeds of the top 50 social B to B brands (as reported by Brandwatch in 2015) to examine the effects of message features (hashtags, text difficulty, embedded media, and message timing) on user engagement, captured in terms of Twitter likes and retweets.Findings: We argue that message features that enhance fluency (e.g., images) should enhance engagement. In contrast, those that disrupt fluency (e.g., hasthags) should result in lower levels of engagement. Consistent with these predictions, we find that hashtags and text difficulty correlate to lower levels of engagement whereas embedded media in the form of images and video correlate to higher levels of engagement. Also consistent with the proposed fluency framework, we find that tweets from B to B organizations generate greater engagement on evenings and weekends.Research Implications: This research applies a fluency lens to identify specific message features that influence online engagement. In doing so, it highlights fluency as a powerful construct for understanding the drivers of B to B social media brand engagement. More generally, this work suggests fluency as a valuable conceptual lens for developing effective B to B social media strategies. This research also speaks to the complexity of B to B social media strategies – organizations must go beyond content and platform decisions, to also consider the specific features of the message.Practical Implications: Social media is becoming more and more important to B to B organizations and is as yet an underutilized engagement tool. The current work offers initial strategies regarding message features that business practitioners can incorporate into their content development strategies to strengthen engagement. Specifically, efforts should be made to attain high levels of fluency in B to B social media content development.Originality/Value/Contribution of the Paper: The current work offers initial insights as to the importance of understanding not only how social media topics/content influence engagement, but also the influence of message features (e.g., hashtags, embedded media). In doing so, it highlights fluency as a novel conceptual lens for developing more effective B to B social media strategies. Finally, it draws on actual tweets from leading B to B brands to examine the proposed influence of message features on engagement.