Does “Liking” Lead to Loving? The Impact of Joining a Brand's Social Network on Marketing Outcomes

Abstract

Does “liking” a brand on Facebook cause a person to view it more favorably? Or is “liking” simply a symptom of being fond of a brand? The authors disentangle these possibilities and find evidence for the latter: brand attitudes and purchasing are predicted by consumers' preexisting fondness for brands, and these are the same regardless of when and whether consumers “like” brands on social media. In addition, we explore possible second-order effects by examining whether “liking” brands might cause consumers' friends to view that brand more favorably. When consumers see that a friend has “liked” a brand, they are less likely to buy the brand relative to when they learn that a friend genuinely likes the brand in the offline sense, which is a more meaningful social endorsement. Taken together, five experiments and two meta-analyses (N > 14,000) suggest that turning “liking” into improved brand attitudes and increased purchasing by consumers and their friends may require more than just the click of a button.