Facebook Me Right: Needs-Based Segmentation of Facebook Brand Page Users

  • Lee, Kiwon (Hospitality Management, School of Foundations, Leadership, and Administration, Kent State University) ;
  • Lim, Heejin (Dept. of Retail, Hospitality, and Tourism Management, University of Tennessee)
  • Received : 2017.05.05
  • Accepted : 2017.06.23
  • Published : 2017.06.30


In the era of social media, marketers have struggled to understand and serve participants' diverse and multifaceted needs in a novel form of online brand community in the social-networking sites such as Facebook. Thus, this study identifies different groups of participants affiliated with Facebook brand pages based on their needs for brand connection. The need-based segments are validated by comparing results across foodservice and consumer goods. Results of cluster analysis reveal three distinct segments (i.e., residents, lurkers, and peepers) based on participants' functional, experiential, and incentive needs. Results of multivariate analysis of variance illustrate significant differences in relational tendencies for a brand of interest among these three groups. The three groups are profiled based on participants' engagement level. Findings of this study are expected to help marketers better understand the needs of diverse participants in their SNS-embedded brand community so they can develop tailored communication strategies for targeted groups.


Supported by : Marketing Science Institute


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