| 902 | -- | 904 | Carla Ruiz-Mafé, Cleopatra Veloutsou. Information flow and WOM in social media and online communities |
| 905 | -- | 920 | Freya De Keyzer, Nathalie Dens, Patrick De Pelsmacker. Don't be so emotional! How tone of voice and service type affect the relationship between message valence and consumer responses to WOM in social media |
| 921 | -- | 935 | Wu He, Xin Tian, Ran Tao, Weidong Zhang, Gongjun Yan, Vasudeva Akula. Application of social media analytics: a case of analyzing online hotel reviews |
| 936 | -- | 953 | Silvia Sanz-Blas, Enrique Bigné, Daniela Buzova. m-WOM in a brand's Facebook fan page |
| 954 | -- | 968 | Antonia Estrella-Ramon, Fiona E. Ellis-Chadwick. Do different kinds of user-generated content in online brand communities really work? |
| 969 | -- | 984 | Rocío Alarcón López, Salvador Ruiz de Maya, Inés López-López. Sharing co-creation experiences contributes to consumer satisfaction |
| 985 | -- | 1005 | Sandra Maria Correia Loureiro, Tatjana Gorgus, Hans Rüdiger Kaufmann. Antecedents and outcomes of online brand engagement: The role of brand love on enhancing electronic-word-of-mouth |
| 1006 | -- | 1028 | Rania Hussein, Salah Hassan. Customer engagement on social media: how to enhance continuation of use |
| 1029 | -- | 1045 | Lingyun Guo, Mingli Zhang, Kai Kang, Mu Hu. Transforming followers into fans: a study of Chinese users of the WeChat Official Account |
| 1046 | -- | 1063 | Luis Vicente Casaló, Carlos Flavián, Sergio Ibáñez-Sánchez. Antecedents of consumer intention to follow and recommend an Instagram account |
| 1064 | -- | 1075 | Jeannette Paschen, Leyland F. Pitt, Jan Kietzmann, Amir Dabirian, Mana Farshid. The brand personalities of brand communities: an analysis of online communication |