The role of sustainable social media marketing activities in raising bottom-of-the-pyramid customers' engagement, satisfaction, and subjective well-being

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Al Amin, M., Rahmen, M. M., Hollebeek, L. D., Islam, J. U. and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (2025) The role of sustainable social media marketing activities in raising bottom-of-the-pyramid customers' engagement, satisfaction, and subjective well-being. Business Strategy and the Environment. ISSN 1099-0836 doi: 10.1002/bse.70357

Abstract/Summary

Though prior studies have explored the effects of firms' social media marketing activities on customer engagement, the dynamics characterizing this association in bottom-of-the-pyramid(BoP) markets remain tenuous, exposing a critical gap. Addressing this gap, we develop and test a model assessing (a) the effects of firms' sustainable social media marketing activities (SSMMAs) on BoP customers' engagement, satisfaction, and subjective well-being, and (b) the moderating role of environmental consciousness and customer empowerment. A self-administered survey with 414 BoP customers was conducted, with the data being analyzed using partial least squares structural equation modeling (PLS-SEM). The results reveal that SSMMAs drive BoP customers' engagement and satisfaction, impacting their subjective well-being. The findings also confirm the mediating role of customer satisfaction and engagement in the association of SSMMAs and subjective well-being. Finally, the results indicate that while perceived environmental consciousness moderates the association of SSMMAs and BoP customer satisfaction, empowerment moderates the relationship between satisfaction and subjective well-being. By exploring the effects of firm-based SSMMAs on customers' engagement, satisfaction, and well-being, this research adds to the literature on social media marketing activities by focusing on sustainable social media communications at the BoP, raising pertinent implications.

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Item Type Article
URI https://centaur.reading.ac.uk/id/eprint/128536
Identification Number/DOI 10.1002/bse.70357
Refereed Yes
Divisions Henley Business School > Digitalisation, Marketing and Entrepreneurship
Uncontrolled Keywords bottom-of-the-pyramid, customer empowerment, customer engagement, social media marketing activities,subjective well-being, sustainability
Publisher Wiley-Blackwell
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