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Social media marketing efforts of luxury brands: Influence on brand equity
and consumer behavior
Article in Journal of Business Research · June 2016
DOI: 10.1016/j.jbusres.2016.04.181
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Social media marketing efforts of luxury brands: Influence on brand equity and
consumer behavior
Bruno Godey a,⁎, Aikaterini Manthiou a, Daniele Pederzoli a, Joonas Rokka b, Gaetano Aiello c,
Raffaele Donvito c, Rahul Singh d
a NEOMA Business School, 1 rue du Maréchal Juin, BP 215, 76825 Mont Saint Aignan cedex, France
b EM LYON Business School, 23 Avenue Guy de Collongue, 69130 Écully, France
c University of Florence, Dipartimento di Scienze Aziendali, Edificio D6, Terzo piano, Stanza n. 60, Via delle Pandette 9, 50127 Firenze, Italy
d Birla Institute of Management Technology, 5, Knowledge Park-II Greater Noida, National Capital Region, UP 201 306, India
a r t i c l e i n f o a b s t r a c t
Article history:
Received 1 April 2015
Received in revised form 1 February 2016
Accepted 1 April 2016
Available online xxxx
Scant evidence is available on of how social media marketing activities influence brand equity creation and
consumers’ behavior towards a brand. This research explores these relationships by analyzing pioneering brands
in the luxury sector (Burberry, Dior, Gucci, Hermès, and Louis Vuitton). Based on a survey of 845 luxury brand
consumers (Chinese, French, Indian, and Italian), who follow the five brands studied on social media, the study
develops a structural equation model that helps to address gaps in prior social media branding literature. Specifically, the study demonstrates the links between social media marketing efforts and their consequences (brand
preference, price premium, and loyalty). The study measures brands’ social media marketing efforts as a holistic
concept that incorporates five aspects (entertainment, interaction, trendiness, customization, and word of
mouth). Another contribution of the study is that it finds that SMMEs have a significant positive effect on
brand equity and on the two main dimensions of brand equity: brand awareness and brand image.
© 2016 Elsevier Inc. All rights reserved.
Keywords:
Social media marketing
Brand equity
Preference
Loyalty
Price premium
Luxury brands
International
1. Introduction
The proliferation of social media created a whole new era for companies and brands, forcing them to seek new interactive ways of reaching
and engaging their customers (Gallaugher & Ransbotham, 2010;
Kozinets, de Valck, Wojnicki, & Wilner, 2010). This quickly expanding
marketing channel, which already reaches more than two thirds of all
Internet users, provides unparalleled opportunities for brand and reputation building (Correa, Hinsley, & De Zúñiga, 2010; Spillecke & Perrey,
2012). Although social media provide new opportunities and benefits
for brand management (Kaplan and Haenlein, 2010), one of the persistent challenges – despite growing scholarly interest – is the difficulty
with measuring the impact of social media marketing activities on key
brand success measures (Schultz & Block, 2012; Schultz & Peltier, 2013).
Research that examines social media marketing effects from the
perspective of branding literature is also still mainly exploratory and
lacks empirical studies (Hollebeek, Glynn, & Brodie, 2014). To date,
brand equity has received only limited attention in the context of social
media marketing and its effectiveness, despite a few notable exceptions
(e.g. Kim & Ko, 2012). This research contributes to prior literature by
offering a comprehensive framework that shows how social media
marketing efforts influence brand equity and consumer behavior
towards five luxury brands in four countries.
The objective here is to systematically and comprehensively examine the influence of social media marketing on consumers’ responses
through brand equity creation. The objectives of this study are to fill
the gaps in previous research and to particularly: (1) measure the relationships between social media marketing efforts, brand equity, and
customer behavior towards the brand; (2) evaluate the relative importance of the components of social media marketing efforts (SMMEs)
regarding creating brand value and consumer preferences; (3) analyze
the main components of brand equity creation in SMMEs; (4) measure
the effect of SMMEs and brand equity on creating brand loyalty, brand
preference, and on brands’ possibility to ask a premium price for their
products, and (5) compare the results obtained in the four countries.
This empirical study examines luxury brands that actively adopted
and applied social media marketing activities. Prior research shows
that marketing communication through social media channels is a
promising promotional strategy for luxury brands (Kim & Ko, 2010,
2012; Phan, Thomas, & Heine, 2011; Schwedt, Chevalier, & Gutsatz,
Journal of Business Research xxx (2016) xxx–xxx
⁎ Corresponding author.
E-mail addresses: bruno.godey@neoma-bs.fr (B. Godey),
aikaterini.manthiou@neoma-bs.fr (A. Manthiou), daniele.pederzoli@neoma-bs.fr
(D. Pederzoli), rokka@em-lyon.com (J. Rokka), gaetano.aiello@unifi.it (G. Aiello),
raffaele.donvito@unifi.it (R. Donvito), rahul.singh@bimtech.ac.in (R. Singh).
JBR-09187; No of Pages 9
http://dx.doi.org/10.1016/j.jbusres.2016.04.181
0148-2963/© 2016 Elsevier Inc. All rights reserved.
Contents lists available at ScienceDirect
Journal of Business Research
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
2012). Luxury brands not only jumped on the social media bandwagon,
but also play a pioneering role in the way they use Facebook, Twitter,
YouTube, and Instagram (Schwedt et al., 2012).
The study uses a survey to empirically investigate two types of customer populations – French and Italian on one side and Chinese and
Indian on the other – of five globally renowned luxury brands. Italy
and France represent historical and well-established traditional luxury
markets characterized by refined fashion tastes and preferences. China
and India have rapidly growing luxury consumer populations who
only recently gained access to these kinds of status goods. This study
finds that social media marketing has significant positive effects on
brand equity and consumer responses, including on brand loyalty, preference, and willingness to pay a premium price. The managerial implications of this study will help marketers to analyze the strengths and
potential of their marketing actions.
The study starts with a conceptual framework for social media marketing efforts, brand equity, and customer reactions (Fig. 1). Thereafter,
the study describes and justifies the empirical methods and explains the
results. A discussion of the implications of the findings for future research and managerial practice concludes the study.
2. Literature review
2.1. Social media marketing efforts
Social media provide marketers with remarkable opportunities to
reach consumers in their social communities and build more personal
relationships with them (Kelly, Kerr, & Drennan, 2010). Social media
have changed the way brand content is created, distributed, and consumed, transferring the power to shape brand images from marketers
to consumers’ online connections and content (Tsai & Men, 2013).
In the luxury sector, social media seem to play a key role in a brand’s
success (Phan et al., 2011). For example, Louis Vuitton (LV) posts videos
of its catwalk presentations on its Facebook page, giving all LV fans the
opportunity to enjoy the show (Kapferer, 2012). Burberry launched an
online shopping site for Chinese consumers, offering a 24-hour customer service through online chat systems. The brand also has accounts on
Chinese social media sites such as kaixin001.com and douban.com.
Local celebrities send comments to the Burberry account on Weibo (a
microblogging service). In January 2012, Burberry had 180,000 Weibo
followers, up from 90,000 in early 2011 (Spillecke & Perrey, 2012). Hermès launched J’aime mon carré (I love my scarf), a social networking
website dedicated to its signature square scarves. The website, which
is directly linked to the Hermès Facebook page, shows hip young girls
wearing scarves as turbans, ties, belts, bras, and around the neck
(Cpp-luxury.com 2013).
Kim and Ko (2012) described luxury brands’ social media marketing
efforts as comprising five dimensions: entertainment, interaction,
trendiness, customization, and word of mouth (WOM). This study
examines the social media marketing efforts of different luxury brands
from Kim and Ko’s (2012) five perspectives.
2.1.1. Entertainment
Entertainment is the result of the fun and play emerging from the social media experience (Agichtein et al., 2008). A hedonic perspective
views social media users as pleasure seekers who are being entertained
and amused, and who experience enjoyment (Manthiou, Chiang, &
Tang, 2013). Various studies present entertainment as a strong motive
for social media use (Kaye, 2007; Muntinga, Moorman, & Smit, 2011;
Park, Kee, & Valenzuela, 2009). For example, Shao (2009) finds entertainment a strong motivation for consuming user-generated content
(UGC). Park et al. (2009) mention that entertainment drives participation in social networks to some degree.
Muntinga et al. (2011) find that social media users consume brandrelated content for enjoyment, relaxation, and as a pastime. Courtois,
Mechant, De Marez, and Verleye (2009) maintain that relaxation and
escapism, which are reasons for seeking entertainment, drive content
loading on social media. This study uses a survey to assess whether consumers find luxury brands’ social media fun and interesting, and to subsequently measure entertainment.
2.1.2. Interaction
Social media interaction is fundamentally changing communication
between brands and customers (Gallaugher & Ransbotham, 2010;
Kaplan and Haenlein, 2010). Daugherty, Eastin, and Bright (2008) find
that social interaction is an important motivator for creating usergenerated content. Social media can offer consumers assistance as
well as space for discussions and the exchange of ideas. According to
Muntinga et al. (2011), social interaction describes users who
contribute to brand-related social media platforms in order to meet
like-minded others, interact, and talk with them about specific
products/brands.
Zhu and Chen (2015) divide social media into two groups (profilebased and content-based), depending on the nature of the connection
and interaction. In particular, profile-based social media focus on individual members. The information/topics are related to the members
and the main purpose is to encourage social media users to connect
with the specific information/topics. Profile-based social media encourage connection, because they are interested in the user behind the profile (e.g. on Facebook, Twitter, and WhatsApp).
On the other hand, content-based social media focus on the contents,
discussions, and comments on the posted content. The main purpose is
for the users to connect with the content a certain profile provides (e.g.
on Flickr, Instagram, Pinterest, and YouTube) because they like it.
Gallaugher and Ransbotham (2010) find that the social media-based
customer dialog is more active than ever and they conceptualize this interaction with a megaphone, magnet, and monitor (3-M) framework.
The megaphone represents firm-to-customer communication, the magnet represents customer-to-firm communication, and the monitor represents customer-to-customer interaction.
Brands therefore need to post unique content, reflect their members’
profile, be active and open in discussions, and helpful with practical
matters in order to promote interaction. Creating this relationship can
Fig. 1. Conceptual model.
2 B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
increase credibility and affinity (Manthiou et al., 2013). This study defines interaction as information sharing and opinion exchange with
others.
2.1.3. Trendiness
Social media provide the latest news and hot discussion topics
(Naaman, Becker, & Gravano, 2011) and are also core product search
channels. Consumers more frequently turn to various types of social
media to obtain information, as they perceive them as a more trustworthy source of information than corporate-sponsored communication
through traditional promotional activities (Mangold & Faulds, 2009;
Vollmer & Precourt, 2008).
According to Muntinga et al. (2011), trendy information on social
media covers four sub-motivations: surveillance, knowledge, prepurchase information, and inspiration. Surveillance describes observing,
and remaining updated about, one’s social environment. Knowledge
refers to brand-related information that consumers obtain to profit
from other consumers’ knowledge and expertise in order to learn
more about a product or brand. Pre-purchase information denotes
reading product reviews or threads on brand communities in order to
make well-considered buying decisions. Finally, inspiration relates to
consumers following brand-related information obtaining new ideas –
the brand-related information therefore serves as a source of
inspiration. For instance, consumers look at images of other people’s
clothes for ideas about what they want to wear. Given the above
discussion, this study defines trendiness in terms of the dissemination
of the latest and trendiest information about luxury brands.
2.1.4. Customization
The level of customization describes the degree to which a service is
customized to satisfy an individual’s preferences (Schmenner, 1986). By
personalizing their site, brands can customize and express individuality,
building stronger brand affinity and loyalty (Martin & Todorov, 2010).
In the social media world, customization refers to the intended audience
of the posted messages.
According to Zhu and Chen (2015), there are two types of posts, depending on the messages’ level of customization: a customized message
and a broadcast. A customized message targets a specific person or a
small audience (e.g. Facebook posts). A broadcast contains messages
that target anyone who is interested (e.g. Twitter tweets). For instance,
Burberry and Gucci make significant use of their online presence by
sending personalized messages to individual customers, enabling
them to customize and design their own products (Sangar, 2012). This
study defines customization as the extent to which social media channels provide a customized information search and a customized service.
2.1.5. Word of mouth (WOM).
Social media associate eWOM with online consumer-to-consumer
interactions about brands (Muntinga et al., 2011). Research shows
that eWOM has higher credibility, empathy, and relevance for customers than marketer-created sources of information on the Web
(Gruen, Osmonbekov, & Czaplewski, 2006). Social media are ideal
tools for eWOM, because consumers generate and spread brandrelated information to their friends, peers, and other acquaintances
without constraints (Kim & Ko, 2012; Vollmer & Precourt, 2008).
Jansen, Zhang, Sobel, and Chowdury (2009) study examine the WOM
activity regarding brands on Twitter. They find that consumers’ posts
generate information dissemination processes, which include branding
comments, sentiments, and opinions.
According to Chu and Kim (2011), researchers can examine the use
of eWOM on social media from three perspectives: opinion seeking,
opinion giving, and opinion passing. Consumers with a high level of
opinion seeking behavior tend to search for information and advice
from other consumers when making a purchase decision. Consumers
with a high level of opinion-giving behavior, also called opinion leaders,
have a significant influence on consumers’ attitudes and behaviors.
Finally, online forwarding is a specific characteristic of eWOM that
facilitates the flow of information. The discussion in this paper therefore
refers to WOM as the extent to which consumers of luxury brands pass
along information and upload content on social media.
2.2. Social media marketing efforts and the creation of brand equity
Economic crises encourage companies to study the links between
consumers and luxury brands in greater depth. Consumers buy luxury
products for two main reasons: their own pleasure and as symbols of
success. Kapferer (2009) maintains that the future of luxury brands depends on a balance between these two motivations. This balance may
vary with regard to the studied geographical areas, for instance between
countries where luxury goods are traditionally produced and consumed
and those where luxury brands are a more recent phenomenon
(Kapferer, 2009). In addition, consumers often buy luxury products as
gifts. Despite differences in purchasing motivations, the brand is still
the main vehicle for connecting with the consumer (Godey et al.,
2013). A brand may influence customers’ perceptions of and attitudes
to it in several ways, including brand awareness, perceptions about
image, and preference for this brand.
The development of the brand equity concept resulted in significant
changes to the brand concept. The model of brand equity that Keller
(1993) proposes is dominant, providing the link between its two dimensions – brand awareness and image. Brand awareness refers to
the strength of the brand node, or the trace of this brand in memory,
which consumers’ ability to identify the brand under different conditions represents (Rossiter & Percy, 1987). That is, brand awareness is
the likelihood that a brand name will occur to consumers as well as
the ease with which it does so (Keller, 1993). On the other hand, Keller
describes brand image as perceptions about a brand which the brand associations in consumers’ memory reflect.
In a social media setting, marketing activities enhance customerbased brand equity (Bruhn, Schoenmueller, & Schafer, 2012; Kim & Ko,
2012). According to Mangold and Faulds (2009), social media
marketing actions are part of the promotional mix in the new brand communication paradigm. Bruhn et al. (2012) disclose that traditional as well
as social media communication have a significant impact on brand equity. While traditional media have a stronger impact on brand awareness,
social media communication strongly influences brand image. In the
light of this discussion, this study expects the social media marketing efforts of luxury brands to have an impact on brand equity creation.
2.3. Brand equity and consumer response
The way brand equity benefits the company has been subject to
extensive debate, just as the discussion of what comprises brand equity
and how it can be built with distinct marketing actions (Christodoulides
& De Chernatony, 2010). Despite disagreement regarding their relative
importance and measurement, most scholars agree that stronger
brand equity contributes to increased brand preference, willingness to
pay a premium price, and customer loyalty (Aaker, 1991; Keller, 1993,
2003; Keller & Lehmann, 2006). Kim and Ko (2012) reveal that in social
media settings brand equity that social media marketing activities
create is positively related to future purchase behavior/responses. This
study therefore focuses on the influence of brand equity on three important customer responses.
2.3.1. Brand preference
Brand preference means that, given several competing brands on the
market, consumers tend to prefer a brand on the basis of what they
know and feel about it (Keller, 2003). Brand preference is commonly
measured by asking consumers to indicate their favorite brands from
a category or selection of brands. Previous studies on luxury brands
used specific brand preference scales (Truong, McColl, & Kitchen,
2010; Vigneron & Johnson, 2004).
B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx 3
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
2.3.2. Price premium
Price premium is probably a potential direct antecedent of purchasing behavior, according to Netemayer et al. (2004), who define willingness to pay a premium price as the amount customers are willing to pay
for their brand rather than another.
2.3.3. Brand loyalty
Jacoby (1971) describes brand loyalty as a decision-making unit’s biased (non-random) behavioral response (purchase) over time regarding one or more alternative brands out of a set of brands and as a
function of psychological processes. The luxury literature sees brand
loyalty as the extent to which consumers declare they have bought a
particular brand or will be buying it in future.
2.4. Influence of social media marketing efforts on consumer responses
Social media are the right platforms to find information for developing preferences about products/brands (Naylor, Lamberton, & West,
2012). For instance, in the hotel industry, customer ratings have a
strong effect on customers’ preferences regarding which hotel to book
(Verma, Stock, & McCarthy, 2012). A study published by eMarketer.
com shows that 81% of teenage girls use their friends and peers as a
source of trend information, while 45% seek the opinions of the same
groups when deciding which clothes or footwear to purchase. These
groups therefore influence consumer preferences (eMarketer, 2010).
Social media become social commerce platforms where consumers
pay to buy products directly from these social channels (Anderson,
Sims, Price, & Brusa, 2011; Tuten & Solomon, 2015). For example, Dell
Outlet has already sold products worth $6.5 million through its Twitter
feed (Anderson et al., 2011).
In addition to the easy direct payments, social media activities
cement customers’ relationships with the brand, the product, the company, and other customers. According to Laroche, Habibi, and Richard
(2013), these stronger relationships enhance loyalty. Based on this discussion, this study expects luxury brands’ marketing efforts on social
media to have a direct impact on consumer responses, such as their
preference, price premium, and loyalty.
3. Method
The objective of this study is to investigate the influence of social
media marketing efforts on brand equity creation and consumer
behavior towards a brand. We designed a quantitative survey targeting
consumers and followers of prominent luxury brands with significant
investments in social media marketing. We primarily selected the luxury brands on the basis of their prominence in social media interactions
and their follower base. In addition to four established social media
brands (Burberry, LV, Dior, and Gucci), we decided to include one
brand that more recently starting appearing in social media (Hermès).
This allowed us to examine whether researchers can already determine
brand equity effects in the early stages of social media adoption
(Table 1).
We approached consumers who had made luxury brand purchases
during the last year and who follow the brand on social media platforms. As it was one of our objectives to assess social media marketing’s
influence on different customer populations, we targeted four fairly distinct customer populations: Chinese, French, Indian, and Italian luxury
consumers. This sample of two distinct groups of populations in terms
of the maturity of their access to the luxury market allowed us to better
generalize the research results.
We defined a sample close to 200 people for each country; the structure of each sample reflected the age and gender distribution of the relevant country’s total population. In terms of income and education, our
samples differ from the population distribution. The higher levels of
these two criteria are not problematic because the research focuses on
luxury brands. The samples are closer to luxury companies’ traditional
target of customers with an average annual income of €39,500. The
total number of respondents was 845, fairly evenly distributed between
the four countries that participated in the research (China = 198,
France = 239, India = 206, and Italy = 202). The sample comprised
57.6% women and 42.4% men, with an average age of 34. In the sample,
the average expenditure on luxury brands is €2441 per year and the
average time spent on social networks per week is almost 2 h.
The questionnaire was translated into the respondents’ mother
tongue. Rather than developing specific measurement instruments,
we selected SMMEs, BE, and CR scales subjected to numerous replications and which demonstrated their international statistical stability
(Table 2). We asked the respondents to express their opinions and
evaluations on a classic seven-point Likert scale. (See Table 2)
We first had to validate the measurement scale structures for the definitive sample. We sequentially conducted exploratory and confirmatory factor analyses of SMMEs, brand equity, and consumer response
scales. Confirmatory factor analysis showed that the three scales fit
their data satisfactorily. We then tested a causal relationship model for
SMMEs, brand equity, and consumer response regarding luxury brands.
4. Analysis and results
Hypothesis 1. : Marketing efforts on social media (SMMEs) have a positive and direct influence on consumer-based brand equity (CBBE).
H1 is tested with a structural equation model linking SMMEs to
brand equity (Table 3).
The impact of SMMEs on CBBE is significant at p b 0.001 level and
accounts for 29.4% of the explanation of the brand equity variance in
the tested luxury brands. The components of the SMMEs are all statistically significant. The effect on brand equity is more on the luxury brand
image than on its awareness.
Hypothesis 2. : Marketing efforts on social media (SMMEs) have a
positive and direct influence on the consumer preference, willingness
to pay a premium price, and brand loyalty.
The study verifies SMMEs’ direct influence on consumer preference,
loyalty, and willingness to pay a premium price, and this influence is
Table 1
Luxury brands and their social media presence (April 2013).
Brand Luxury brands Social media presence
Burberry 139 16.4% Facebook – 15,163,000 likes – 82,000 talk about this YouTube – 68,000 subscribers – 24,397,000 views
Twitter – 1.8 million followers
Louis Vuitton 203 24.0% Facebook – 13,780,000 likes – 371,000 talk about this YouTube – 42,000 subscribers – NA
Twitter – 0.9 million followers
Dior 214 25.3% Facebook – 11,865,000 likes – 65,000 talk about this YouTube – 59,000 subscribers – NA
Twitter – 2 million followers
Gucci 174 20.6% Facebook – 10,801,000 likes – 155,000 talk about this YouTube – 9000 subscribers – 3,068,000 views
Twitter – 0.7 million followers
Hermès 115 13.6% Facebook – 1,194,000 likes – 22,000 talk about this YouTube – 6000 subscribers – 1,416,000 views
Total 845 100.0%
4 B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
statistically significant (p b 0.001). However, the coefficient of determination explains just more than 26% of the consequences of consumers’
positive behavior towards luxury brands (Table 4).
The findings raised the question of whether there was a mediating
effect in the relationship between CR and SMMEs (Baron & Kenny,
1986), which led to the testing of a comprehensive model introducing
brand equity mediation to the initial relationship.
Hypothesis 3. : Brand equity (BE) has a mediating effect on the relation
between marketing efforts on social media (SMMEs) and consumer
response (CR).
As the model fit was acceptable, estimates of the standardized regression weights, coefficients, and squared multiple correlations of the
dependent variables were calculated. The results highlight the existence
and relative importance of the link between SMMEs and brand equity
with a coefficient of determination (R2 = 0.212) significant at the 5%
level. SMMEs explain 21.2% of the CBBE variance. The most significant
result of this model is the explanation of luxury brand consumers’
behavioral responses (Fig. 2). The results indicate that luxury companies’ investments in social media explain 85% of their variance. The impact is statistically significant in the three tested responses: consumer
preference for a luxury brand, loyalty to that brand, and willingness to
pay a premium price for buying that brand.
In this model of relationship between social media efforts and
consumer responses in terms of preference, willingness to pay a
premium price, and loyalty with the mediation of CBBE, a social media
strategy explains consumers’ positive behavioral intentions towards
luxury brands. The influence is mostly indirect and involves the
prior formation of a CBBE for luxury brands. The two components of
brand equity are almost equally affected by the tested luxury brands’
SMMEs.
Hypothesis 4. : The impact of marketing efforts on social media
(SMMEs) varies depending on the maturity of the luxury market.
The study includes the assumption that significant differences occur
between homogenous groups of countries, depending on their level of
maturity in the luxury goods market. While luxury brands in Europe
date back to the 18th century, they only arrived in China in the early
1990s (Louis Vuitton in 1992, L’Oréal-Lancôme in 1994, and Gucci in
1997). Their presence in India is even more recent, with flagship stores
only opening from 2010 (Burberry in 2010 and Hermès in 2011).
A one-way ANOVA was conducted on the scores of the model variables (SMMEs, BE, and CR) and post hoc tests to determine whether
Table 2
Measurement scales used.
Social media marketing efforts (Kim & Ko, 2012)
Entertainment
1. Using X brand’s social media is fun.
2. Content of X brand’s social media seems interesting.
Interaction
3. X brand’s social media enable information-sharing with others.
4. Conversation or opinion exchange with others is possible through X brand’s
social media.
5. It is easy to provide my opinion through X brand’s social media.
Trendiness
6. Content of X brand’s social media is the newest information.
7. Using X brand’s social media is very trendy.
Customization
8. X brand’s social media offer a customized information search.
9. X brand’s social media provide customized service.
Word of mouth
10. I would like to pass information on brand, product, or services from X brand’s
social media to my friends.
11. I would like to upload content from X brand’s social media on my blog or
micro blog.
Brand equity
Brand awareness (Kim and Hyun, 2011)
12. I am always aware of X brand.
13. Characteristics of X brand come to my mind quickly.
14. I can quickly recall the symbol or logo of X brand.
Brand image (Kim and Hyun, 2011)
15. X brand is a leading luxury company.
16. X brand has extensive experience.
17. X brand is a representative of the luxury industry.
18. X brand is a customer-oriented company.
Consumer response
Brand preference (Kim and Hyun, 2011)
19. Although another brand has the same features as X, I would prefer to purchase
from X.
20. If another brand does not differ from X, it seems smarter to purchase from
X.
21. Although there is another brand as good as X, I prefer to buy from X.
Willingness to pay a premium price (Netemeyer et al., 2004)
22. The price of X brand would have to increase quite a bit before I would
switch to another brand.
23. I am willing to pay a higher price for X brand than for other brands.
24. I am willing to pay a lot more for X brand than for other brands.
25. I am willing to pay ___% more for X brand over other brands:
0% ꞁ 5% ꞁ 10% ꞁ 15% ꞁ 20% ꞁ 25% ꞁ 30% and more
Brand loyalty (Aaker, 1991; Yoo et al., 2000)
26. I will suggest X brand to other consumers.
27. I would love to recommend X brand to my friends.
28. I regularly visit X brand.
29. I intend to visit X brand again.
30. I am satisfied with X brand with every visit.
31. X brand would be my first choice.
Table 3
SMMEs → Brand equity model items
(absolute standardized regression weights (λi), coefficient of determination
(R2) and ranking).
N 845
Brand equity ← SMMEs 0.542
SMME
Entertainment ← SMMEs 0.879 (1)
Interaction ← SMMEs 0.856 (3)
Trendiness ← SMMEs 0.865 (2)
Customization ← SMMEs 0.781 (4)
WOM ← SMMEs 0.720 (5)
Brand equity
Brand awareness ← Brand equity 0.693 (2)
Brand image ← Brand equity 0.804 (1)
Determination
R2 brand equity 0.294
Table 4
SMMEs → Consumer response model items
(absolute standardized regression weights (λi), coefficient of determination (R2)
and ranking).
N 845
Consumer response ← SMMEs 0.513
SMME
Entertainment ← SMMEs 0.879 (1)
Interaction ← SMMEs 0.855 (3)
Trendiness ← SMMEs 0.863 (2)
Customization ← SMMEs 0.783 (4)
WOM ← SMMEs 0.724 (5)
Consumer response
Preference ← Consumer response 0.816 (1)
Price premium ← Consumer response 0.670 (3)
Loyalty ← Consumer response 0.779 (2)
Determination
R2 consumer response 0.264
B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx 5
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
there were statistical differences between countries and if stable country groups could be identified. The differences between the countries
are all statistically significant. If the differences between countries are
very sensitive regarding investment in social media (F = 77.238),
they are much less marked for consequences (F = 26.021) and brand
equity (F = 10.850).
Post hoc tests failed to form homogeneous groups of countries based
on the scores. In contrast to the initial supposition, the situation appears
to be more complex and therefore requires a finer distinction between
countries. It is possible to observe the difference in impact across
countries by means of the causal model (Table 5).
China’s scores are the lowest of the four countries in terms of all
SMMEs’ components, except interaction. Simultaneously, Chinese consumers record the higher score for SMMEs’ influence on brand equity,
especially regarding the image component. Chinese consumers score
the lowest regarding consumer response, especially regarding the
loyalty and premium price elements. The conclusion is that Chinese
consumers mainly appreciate their interaction with a luxury brand
through SMMEs. This interaction helps to reinforce the image of the
brand, but the effects on their responses are less important than in the
other countries.
Chinese consumers’ low scores should be evaluated in the light of the
peculiarity of their Internet. Very strong networks available worldwide
are forbidden in China and national substitutes have emerged. Analyses
should be made of whether the brands studied have developed as strong
a presence on Chinese networks as they have on networks that are available in other countries to better understand the country’s results.
India, another relative newcomer to luxury consumption, presents
different results. Indian consumers record the highest scores for all
SMMEs’ components, but they also evaluate SMMEs’ effect on brand
equity and on consumer response, especially concerning preference
for a brand, at the maximum level.
Indians appear to be very enthusiastic, “young” luxury consumers,
with a strong appetite for social networks and sensitive to the actions realized in this field to build brand equity and influence consumer response.
Italian consumers are less sensitive to SMMEs, but, rather surprisingly, they are very responsive to SMMEs’ effect on brand equity. In terms
of consumer response, Italian consumers record a very high loyalty
and premium price score. The Italian consumers’ image is rather contradictory, because they do not evaluate SMMEs as very important, but are
sensitive to brand equity creation through SMMEs. They tend to be
more loyal and ready to pay a premium price compared to the brand
value than consumers in other countries.
French consumers seem to be the most balanced in the sample. All of
the SMMEs’ components are effective, but their effect is moderate. Conversely, SMMEs’ effect on brand equity is low and this effect on consumer response mainly affects their loyalty. French consumers’ familiarity
with four of the five brands under analysis can explain this “mature”
behavior. Only Burberry is a non-French brand if we do not take Gucci’s
origin into account, but its ownership for many years.
4.1. SMMEs
We observe two groups of variables for all countries. On the one
hand, entertainment, interaction, and trendiness have a major
influence, even though each country’s ranking is different. On the
other hand, customization and WOM have a lower impact.
Fig. 2. Measurement of SMMEs → Brand equity → Consumer response model for luxury brands Note: The global model testing results showed fit values of GFI (0.918) and RMSEA (0.046)
coefficients that were higher than commonly accepted standards and AGFI (0.863) close to the accepted norm. It was therefore possible to analyze the results of structural equation
modeling. The CFI and TLI, which compare the tested model with a model where all the manifest variables were independent of each other, were beyond what is acceptable (CFI =
0.941; TLI = 0.919). The normed χ2 (4.599) allowed the conclusion that the model fit is good.
6 B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
4.2. CBBE
The impact of SMMEs on luxury brand equity differs strikingly from
one country to another, ranging from 0.166 in Italy to 0.339 in China, averaging at 0.212. The distribution between the two dimensions of brand
equity also differs between countries. The impact of SMMEs on the overall population is mainly through the brand image they convey, with the
various countries’ scores of the influence of SMMEs on awareness being
very close. Italy shows an almost equal impact concerning brand image
and awareness. In France, the situation is the reverse of the overall impact, with the biggest effect linked to awareness. In China and India
the situation is comparable to the overall results, with a major impact
on brand image. However, the gap between the two dimensions is far
bigger in China.
4.3. Consumer response
The results of the behavioral consequences are very similar in the
overall and country-based consideration. The strongest impact of
SMMEs is at the level of the consumer’s brand loyalty, followed by preference for a luxury brand, and finally the willingness to pay a premium
price.
5. Discussion and implications
An increasing number of studies chart the theoretical and practical
implications of social media for brand building (Gallaugher &
Ransbotham, 2010; Kozinets et al., 2010), as well as the many management opportunities and challenges these entail (Kaplan and Haenlein
2010). Yet, researchers have so far struggled to find empirical evidence
of how SMMEs influence brand equity successfully and how this influence subsequently affects other important branding goals, including
brand loyalty, preference, and price premium. Social media marketing
is a challenging field for such measurements, due to various conceptual
and measurement issues (Schultz, 2011; Schultz & Peltier, 2013). This
research addresses this important gap in the literature by offering a
study on pioneering luxury brands in social media. The luxury sector
is the basis of the study, because prior research already pointed out
that luxury brands seem to have effective and successful ways of engaging and reaching their customers through new media (Kim & Ko, 2012;
Phan et al., 2011).
This research contributes to prior literature by providing a holistic
framework that demonstrates how SMMEs influence brand equity and
consumer behavior towards a brand. Although prior literature recognized the importance of various SMME elements (Kim & Ko, 2012),
our empirical study details their relative importance and shows that
all five elements should be holistically taken into account when planning social media activities. The results are also consistent across five
luxury brands and four countries. There are no statistically significant
differences between them: From the consumer’s point of view, all five
elements stand out in the social media efforts of the studied brands.
Another contribution of the study is that it finds that SMMEs have a
significant positive effect on brand equity (λi = 0.542, R2 = 0.294) and
on the two main dimensions of brand equity: brand awareness (0.693)
and brand image (0.804). This result means that SMMEs should not only
be thought of as a means of raising brand awareness and reaching new
customers, but also as an increasingly important and serious brand
image building tool. Even when the four countries with distinctive luxury consumers are compared, the effect of SMMEs on brand image was
consistently more important than brand awareness.
Finally, the study is the first to detail how social media marketing
influences brand equity and, consequently, key customer outcomes.
Not only do the results show that brand equity affects overall consumer
responses positively, which is consistent with previous work on CBBE,
but also that brand equity serves as a partial mediator of SMMEs. This
insight suggests that investments in brand equity (online as well as
offline) would strengthen SMMEs on customer responses. Specifically,
the findings demonstrate that SMMEs have significant positive effects
on brand loyalty (0.876), brand preferences (0.739), and price premium
(0.648). The order of importance of these outcomes was consistent
across the studied countries.
In contrast to more doubtful views (e.g. Schultz & Block, 2012), the
study illustrates SMMEs’ significant positive impact on brand loyalty,
which is in line with other brand equity research (Keller & Lehmann,
2006; Lassar, Mittal, & Sharma, 1995). In addition, price premium follows
brand preference, which is the second most important outcome. Both elements are important in prior research which did not focus on social
media (Cobb-Walgren, Ruble, & Donthu, 1995; Netemayer et al., 2004).
SMMEs therefore have the potential to contribute to common branding
goals in much the same way as more conventional marketing activities.
From a managerial point of view, the main contributions include the
following points. The Previously recognized social media content
dimensions of entertainment, interaction, trendiness, WOM, and
Table 5
SMMEs → Consumer response model items: Comparison between countries
(absolute standardized regression weights (λi), coefficient of determination (R2) and ranking).
N Overall China France India Italy
845 198 239 206 202
Brand equity ← SMMEs 0.460 0.582 0.448 0.563 0.407
Consumer response ← Brand equity 0.777 0.624 0.751 0.766 0.891
Consumer response ← SMMEs 0.254 0.262 0.260 0.294 0.134
SMME
Entertainment ← SMMEs 0.873 (1) 0.738 (3) 0.865 (1) 0.924 (3) 0.815 (2)
Interaction ← SMMEs 0.855 (3) 0.831 (2) 0.843 (2) 0.977 (1) 0.743 (3)
Trendiness ← SMMEs 0.861 (2) 0.842 (1) 0.838 (3) 0.929 (2) 0.833 (1)
Customization ← SMMEs 0.782 (4) 0.595 (4) 0.725 (4) 0.874 (4) 0.707 (4)
WOM ← SMMEs 0.726 (5) 0.587 (5) 0.689 (5) 0.866 (5) 0.706 (5)
Brand equity
Brand awareness ← Brand equity 0.754 (2) 0.478 (2) 0.760 (1) 0.819 (2) 0.846 (2)
Brand image ← Brand equity 0.782 (1) 0.742 (1) 0.657 (2) 0.859 (1) 0.848 (1)
R2 brand equity 0.212 0.339 0.200 0.317 0.166
Consumer response
Preference ← Consumer response 0.739 (2) 0.678 (2) 0.634 (2) 0.826 (2) 0.762 (2)
Price premium ← Consumer response 0.648 (3) 0.605 (3) 0.614 (3) 0.601 (3) 0.695 (3)
Loyalty ← Consumer response 0.876 (1) 0.745 (1) 0.887 (1) 0.853 (1) 0.916 (1)
R2 consumer response 0.850 0.648 0.805 0.927 0.908
B. Godey et al. / Journal of Business Research xxx (2016) xxx–xxx 7
Please cite this article as: Godey, B., et al., Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior, Journal of Business Research (2016), http://dx.doi.org/10.1016/j.jbusres.2016.04.181
customization all contribute to building brand equity. Three elements in
particular are relevant for consumers – entertainment, interaction, and
trendiness. According to the findings, any social media marketing strategy should pay special attention to content that is entertaining, current,
and likely to stimulate engagement and interaction. Generally speaking,
brands should therefore seek to promote these aspects on their social
media sites.
Brands should no longer regard social media marketing as a way to
reach consumers, but also as an important and cost-effective imagebuilding tool. Social media could therefore eventually compete with
more conventional marketing channels (TV and magazines) as an effective tool for building emotional effects with brands (Leong, Huang, &
Stanners, 1998). This finding also suggests that rapidly developing
digital technology and more advanced Internet users call for more
sophisticated marketing programs that make better use of rich,
interactive digital media.
Third, consumers expect a brand presence in the social media sector
and that there should be no first mover advantage in this field. The five
studied brands presented a very different seniority in the use of social
media, but no difference is found in this respect between the brands.
Consequently, if a luxury brand is still not present or very active in the
social media sector, it is not too late to enter, although the field is
evolving rapidly.
Fourth, SMME activities influence consumer response through
brand equity, but their role appears more relevant in terms of brand loyalty and preference than regarding premium price. This information
means that luxury brands can use social media to improve their
relationships with customers, but they should use more traditional
tools (such as store image and atmospherics) to convince customers
to pay a premium price for their products.
Fifth, there are few differences between the four studied countries;
therefore SMMEs could have a successful multinational approach.
SMMEs are relatively similar in more mature and relatively new luxury
markets, indicating that addressing both targets with a similar communication framework is feasible. Context-specific reactions should
however be studied carefully, as there is variation between countries.
6. Limitations and future research
The main limitation of this study is its generalizability beyond the
luxury sector. While the results are likely to be useful in the luxury sector, they may not be directly applicable to other industries. The general
nature of the findings therefore needs to be confirmed in other contexts.
Second, the study showed clear differences in the results between
the four examined consumer cultures. A more thorough investigation
of these differences lies outside the scope of this study and is a potential
avenue for future research.
Third, the study employed brand awareness and brand image as
dimensions of brand equity. Future research could also incorporate
other dimensions, such as brand quality and brand associations, and
re-evaluate the brand equity creation process.
Last but not least, socio-demographic variables such as gender, age,
income, and education, might have a significant influence, or a
moderating effect, on the conceptual model and could be included in
future analyses for a more thorough understanding of the studied
phenomenon.
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