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Identifying and Responding to Customer Needs on Facebook Fan Pages

Aikaterini Manthiou, Lanlung Chiang, Liang (Rebecca) Tang

Source Title: International Journal of Technology and Human Interaction (IJTHI)9(3)

ISSN: 1548-3908|EISSN: 1548-3916|EISBN13: 9781466634398|DOI: 10.4018/jthi.2013070103

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MLA

Manthiou, Aikaterini, et al. "Identifying and Responding to Customer Needs on Facebook Fan Pages." IJTHI vol.9, no.3 2013: pp.36-52. http://doi.org/10.4018/jthi.2013070103

APA

Manthiou, A., Chiang, L., & Liang (Rebecca) Tang. (2013). Identifying and Responding to Customer Needs on Facebook Fan Pages. International Journal of Technology and Human Interaction (IJTHI), 9(3), 36-52. http://doi.org/10.4018/jthi.2013070103

Chicago

Manthiou, Aikaterini, Lanlung Chiang, and Liang (Rebecca) Tang. "Identifying and Responding to Customer Needs on Facebook Fan Pages," International Journal of Technology and Human Interaction (IJTHI) 9, no.3: 36-52. http://doi.org/10.4018/jthi.2013070103

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Abstract

Understanding the needs or expectations customers aim to pursue is the priority of marketing communications. This study employed a theoretical approach to identify and respond to the needs that consumers seek to satisfy on fan pages. The customer needs were evaluated from functional, hedonic, social, and psychological perspectives. A two-step confirmatory factor analysis was applied. All four of the need components make significant contributions to the overall need on fan pages. Businesses in the food service industry are advised to build an emotional bond with consumers, enhance two-way communication, provide useful information and encourage entertainment on their fan pages.

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Identifying and Responding to Customer Needs on Facebook Fan Pages

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