This study examines the effects of companies' social media communication strategies on users' electronic word-of-mouth behavior through a content analysis. The sample includes more than 15,000 posts from Fortune 500 companies' Facebook accounts in a five-year time frame. Three communication strategies are examined, including appeal, vividness, and interactivity. Results confirm the main effects of vividness and emotional appeals. However, interactivity does not help generate more eWOM behavior. Proposed interactions between vividness and appeal type, as well as between vividness and interactivity, are significant. Emotional appeals amplify the beneficial effects of vividness, whereas interactivity dampens the potency of vividness.
- Social media
ASJC Scopus subject areas
- Arts and Humanities (miscellaneous)
- Human-Computer Interaction