在线品牌社群中公民行为对社群绩效的影响研究
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摘要: 从社会资本视角进行实证研究发现:在线品牌社群公民行为对社群绩效具有显著影响,其影响是通过社会资本的结构维度与关系维度相互作用这一机制来实现的。企业应当建立和支持在线品牌社群的发展,并通过与社群成员的互动交流提高消费者的忠诚度;提供有利的外部条件,促进社群成员积极实施其公民行为;提高在线品牌社群成员对于社群社会资本的感知,以提高在线社群成员的社群认同和品牌忠诚度。
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