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Open AccessArticle

Sustainable Activity of Cultural Service Consumers of Social Media Users—Influence on the Brand Capital of Cultural Institutions

1
Department of Management and Production Engineering, WSB University, 41-300 Dąbrowa Górnicza, Poland
2
Department of Marketing Management and Tourism, University of Economics in Katowice, 40-287 Katowice, Poland
3
Department of Management, WSB University, 41-300 Dąbrowa Górnicza, Poland
*
Author to whom correspondence should be addressed.
Sustainability 2018, 10(11), 3986; https://doi.org/10.3390/su10113986
Received: 17 September 2018 / Revised: 27 October 2018 / Accepted: 29 October 2018 / Published: 31 October 2018
(This article belongs to the Special Issue Sustainable Cultural Management)
In the second decade of the 21st century, social media changed the nature of communication and cooperation between participants of the culture services market. They became, among other things, an important marketing instrument in the area of contact with the customers of the cultural offer. However, despite their growing importance in various areas of activity of organisations in the cultural sector, the issue of building the cultural institution’s brand equity by social media users is relatively seldom raised. Research on the impact of online consumer activity on brand equity is at an early stage of development. Therefore, this article is an attempt to fill the research gap in this area. The article presents the results of a survey that was conducted in 2018 on a group of 1021 consumers of cultural services, who at the same time regularly used social media. The statistical analysis carried out and the research results obtained prove that the 3C sustainable system (3C means: consumer Consumption, Contribution, Creation) developed by the authors, concerning the activity of consumers of cultural services in social media, stimulates the consumer-based brand equity (CBBE). Statistically significant relations have been observed in particular for CBBE components that are related to the awareness of a cultural institution’s brand and for the relationship related to the perception of its quality. View Full-Text
Keywords: consumer-based brand equity; social media; cultural institutions; factor analysis; CBBE; 3C Sustainable System consumer-based brand equity; social media; cultural institutions; factor analysis; CBBE; 3C Sustainable System
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Wróblewski, Ł.; Bilińska-Reformat, K.; Grzesiak, M. Sustainable Activity of Cultural Service Consumers of Social Media Users—Influence on the Brand Capital of Cultural Institutions. Sustainability 2018, 10, 3986.

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