Typology of customer experience with social media branded content: a netnographic study

Muhammad Waqas, Zalfa Laili Hamzah*, Noor Akma Mohd Salleh

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


Drawing on consumer culture theory (CCT), this study explores the customer experiences with branded content posted on social media platforms. A netnography of the comments of the members of the Volvo Truck brand community was conducted to grasp the consumer expressions of experiences with the branded content. It was revealed that social media branded content experience typology comprises experiences such as self-identity, social bonding, aesthetic, utilitarian, humour, awe-inspiring, and discerning. The findings contribute to the research on customer experiences in social media and may help in designing the branded content which provides favourable experiences and fosters engagement in social media.

Original languageEnglish
Pages (from-to)184-213
Number of pages30
JournalInternational Journal of Internet Marketing and Advertising
Issue number2
Publication statusPublished - 4 Jun 2020


  • aesthetic
  • awe-inspiring
  • branded content
  • CCT
  • consumer culture theory
  • customer experience
  • humour
  • self-identity
  • social bonding
  • social media
  • utilitarian

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