Facebook as a platform for corporate branding : How IKEA brand values are co-created in communication by users on Facebook

Abstract: The aim of this thesis is to explore and illustrate empirically how brand values are co-created in communication by users on a corporate Facebook page. The text from two months of conversa-tion on IKEA Sweden’s Facebook page has been analyzed using qualitative and quantitative meth-ods. The concept of value co-creation has been excessively discussed in marketing literature during the last decades. In co-creation the customers, or stakeholders, create value together with the brands, but how this happens in communication on the social media remains to be further exam-ined. This thesis takes a close perspective of the phenomenon and the result shows how a few brand values of the IKEA brand are recurrently reinforced in the text communication as IKEA and other users of their Facebook page share practical advices, emotions, and thoughts. The communication is surprisingly friendly and supportive, the atmosphere reminds of a big family, an IKEA family, even though users don’t know each other. The social values appear to be of fun-damental importance as one of the world’s largest furnisher retailers uses the world’s largest social media, and these values are co-created between the users in the IKEA Facebook community. Fur-thermore, there is a brand value of IKEA explaining that IKEA understands their customers living situations and needs. This value is continuously co-created as employees of IKEA talks with cus-tomers and learn from what is said, commented and suggested on their corporate Facebook page.