Managing brands in the social media environment

Gensler,Sonja S.,Völckner,Franziska F.,Liu-Thompkins,Yuping Y.,Wiertz,Caroline C.,


Abstract
The dynamic, ubiquitous, and often real-time interaction enabled by social media significantly changes the landscape for brand management. A deep understanding of this change is critical since it may affect a brand's performance substantially. Literature about social media's impact on brands is evolving, but lacks a systematic identification of key challenges related to managing brands in this new environment. This paper reviews existing research and introduces a framework of social media's impact on brand management. It argues that consumers are becoming pivotal authors of brand stories due to new dynamic networks of consumers and brands formed through social media and the easy sharing of brand experiences in such networks. Firms need to pay attention to such consumer-generated brand stories to ensure a brand's success in the marketplace. The authors identify key research questions related to the phenomenon and the challenges in coordinating consumer- and firm-generated brand stories. © 2013.



Publication type
Article in Journal

Peer reviewed
Yes

Publication status
Published

Year
2013

Journal
Journal of Interactive Marketing

Volume
27

Issue
4

Start page
256

Pages range
242-256

Language
English

ISSN
10949968

DOI

Affiliation
Westfalische Wilhelms-Universitat Munster,Universitat zu Koln,Old Dominion University,Cass Business School