A1 Refereed original research article in a scientific journal

Which message? Which channel? Which customer? Exploring response rates in multi-channel marketing using short-form advertising




AuthorsMarzouk Omar, Salminen Joni, Zhang Pengyi, Jansen Bernard J.

PublisherElsevier Ltd

Publication year2022

JournalData and Information Management

Journal name in sourceData and Information Management

Volume6

Issue1

ISSN2543-9251

DOIhttps://doi.org/10.1016/j.dim.2022.100008

Web address https://doi.org/10.1016/j.dim.2022.100008

Self-archived copy’s web addresshttps://research.utu.fi/converis/portal/detail/Publication/178550030


Abstract

Formulating short form advertising messages with little ad content that work and choosing high-performing channels to disseminate them are persistent challenges in multichannel marketing. Drawing on the persuasive systems design model, we conducted an experiment with 33,848 actual customers of an international telecom company. In a real-life setting, we compared the effectiveness of three persuasion strategies (rational, emotional, and social) tested in three marketing channels (short message service, social media advertising, and mobile application), evaluating their effect on influencing customers to purchase international mobile phone credits. Results suggest that companies should send rational messages when using short form advertising messages regardless of the channel to achieve higher response rates. Findings further show that certain customer characteristics are predictive of positive responses and differ by channel but not by message type. Findings from crowdsourced evaluations also indicate that people noticeably disagree on what persuasive strategy was applied to these short messages, which might indicate that consumers are not well-equipped to identify persuasive strategies or that what advertisers see as a ‘pure’ strategy actually involves elements from multiple strategies as interpreted by consumers. The results have implications for the theoretical understanding of persuasive short form commercial messaging in multichannel marketing and practical insights for advertising within limited amount of space and attention afforded by many digital channels.


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