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Managing enterprise social media to develop consumer trust

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dc.citedby2
dc.contributor.authorTseng H.-T.en_US
dc.contributor.authorShanmugam M.en_US
dc.contributor.authorMagalingam P.en_US
dc.contributor.authorShahbazi S.en_US
dc.contributor.authorFeatherman M.S.en_US
dc.contributor.authorid56998153300en_US
dc.contributor.authorid36195134500en_US
dc.contributor.authorid35302809600en_US
dc.contributor.authorid57457528600en_US
dc.contributor.authorid6506439458en_US
dc.date.accessioned2023-05-29T09:36:09Z
dc.date.available2023-05-29T09:36:09Z
dc.date.issued2022
dc.descriptionarticle; customer satisfaction; drawing; electronic commerce; entrepreneurship; food; human; human experiment; physician; social media; structural equation modeling; trusten_US
dc.description.abstractPurpose: This study examines the impact of social media information sharing and usage on consumer beliefs particularly in the credibility of the information provided by e-commerce vendors, and consumer trust formation. Design/methodology/approach: Drawing on trust through social media usage and surface credibility, the authors have proposed a research model to investigate consumers satisfaction on food and beverage (F&B) products. Empirical support for the research model was provided by using structural equation modelling using survey data drawn from Malaysian consumers with an account with Facebook. Findings: Results indicate that consumer participation in social media communities support higher levels of consumer trust and ratings of the surface credibility of information provided by an F&B vendor, and surface credibility also helped to develop consumer trust. Trust in the vendor also exerted a positive influence on consumer satisfaction with F&B product offerings. Results suggest that F&B that provide credible and transparent information regarding their branded products, enjoy increased levels of consumer trust, leading to higher levels of consumer satisfaction with their F&B consumption experience. Originality/value: The result of this research contributes to social commerce branch of literature and has practical implications for practitioners in the F&B industry as a means to survival strategies to embrace critical and challenging period during an endemic, particularly. As such, this study analyses the relationship between social media usage, surface credibility, trust and satisfaction for developing consumer trust while managing enterprise social media. � 2021, Emerald Publishing Limited.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.1108/BFJ-11-2020-0995
dc.identifier.epage4643
dc.identifier.issue12
dc.identifier.scopus2-s2.0-85124821084
dc.identifier.spage4626
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85124821084&doi=10.1108%2fBFJ-11-2020-0995&partnerID=40&md5=29448e8df1aea60ef86c7a7d0aaad131
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/26678
dc.identifier.volume124
dc.publisherEmerald Publishingen_US
dc.sourceScopus
dc.sourcetitleBritish Food Journal
dc.titleManaging enterprise social media to develop consumer trusten_US
dc.typeArticleen_US
dspace.entity.typePublication
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