{"title":"Emojis and Users’ Brand Engagement in Instagram. The Case of Eco-Friendly Restaurants","authors":"Estefania Ballester, Natalia Rubio, Carla Ruiz","doi":"10.29036/jots.v14i27.514","DOIUrl":null,"url":null,"abstract":"The aim of this research is to examine the drivers of followers´ behavioural engagement with eco-friendly restaurants on Instagram. In addition, the present study explores the influence of followers´ behavioural engagement on word of mouth (WOM) and intention to visit the restaurant, paying special attention to the moderating effect of consumers’ attitudes towards the use of emojis in the posts. The research model was tested on 491 female followers of the Instagram account operated by the establishment. Following the validation of measurement scales, the hypotheses are tested using structural equation modelling (SEM) with AMOS software. It was found that behavioural brand engagement was positively affected, with similar intensity, by the perceived enjoyment provided by, and the perceived originality of, brand-generated content posted on Instagram. In addition, behavioural brand engagement was found to drive positive WOM and visiting intentions, and WOM had a significantly higher effect on females who have positive attitudes towards emojis. Brand-generated content (BGC) characteristics (perceived enjoyment and perceived originality) increase followers' brand engagement. Managers should focus on BGC characteristics and the communication style of their messages to strengthen follower-brand relationships. This research can help restaurant owners/managers understand the drivers and outcomes of followers´ behavioural engagement with brands (FBE) on Instagram and the role of emojis on customer behaviours.","PeriodicalId":43795,"journal":{"name":"Journal of Tourism and Services","volume":null,"pages":null},"PeriodicalIF":3.1000,"publicationDate":"2023-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Tourism and Services","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.29036/jots.v14i27.514","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
The aim of this research is to examine the drivers of followers´ behavioural engagement with eco-friendly restaurants on Instagram. In addition, the present study explores the influence of followers´ behavioural engagement on word of mouth (WOM) and intention to visit the restaurant, paying special attention to the moderating effect of consumers’ attitudes towards the use of emojis in the posts. The research model was tested on 491 female followers of the Instagram account operated by the establishment. Following the validation of measurement scales, the hypotheses are tested using structural equation modelling (SEM) with AMOS software. It was found that behavioural brand engagement was positively affected, with similar intensity, by the perceived enjoyment provided by, and the perceived originality of, brand-generated content posted on Instagram. In addition, behavioural brand engagement was found to drive positive WOM and visiting intentions, and WOM had a significantly higher effect on females who have positive attitudes towards emojis. Brand-generated content (BGC) characteristics (perceived enjoyment and perceived originality) increase followers' brand engagement. Managers should focus on BGC characteristics and the communication style of their messages to strengthen follower-brand relationships. This research can help restaurant owners/managers understand the drivers and outcomes of followers´ behavioural engagement with brands (FBE) on Instagram and the role of emojis on customer behaviours.
期刊介绍:
Journal of Tourism and Services, established in September 2010, is the international reviewed scientific research journal published by the Center for International Scientific Research of VŠO and VŠPP in cooperation with the following partners. The journal publishes high-quality scientific papers and essays with a focus on tourism and service industry development. Together with the scientific part and in order to promote the exchange of current and innovative ideas and stimulating debate, the Journal also includes Reviews of Existing Work or Short Essays, Research Notes, and Research and Industry sections to address important topics and advance theoretical knowledge or thinking about key areas of tourism and services and to allow researchers to present initial findings and reflections or problems concerning fieldwork and research in general.