Online Communication and Brand Attitudes : A Millennial Perspective

Abstract: This study’s purpose was to provide a deeper understanding regarding how millennials’ attitudes towards brands are influenced by online communication. With the aim of fulfilling the purpose of the study, two research questions of descriptive and explorative kind were stated; “How can the factors that influence millennials’ use of electronic word-of-mouth be described?” as well as “How does electronic word-of-mouth influence millennials’ brand attitude?”. In order to generate potential answers to the stated research questions, a conceptual framework was conducted by reviewing scholarly literature. The conceptual framework then provided the study with a theoretical foundation of which was utilized during both the data collection and the data analysis. Methodologically, this was a case study analyzing qualitative data that was collected through eleven semi-structured and in-depth interviews with both male and female millennials. The findings and conclusions of this study implied that electronic word-of-mouth has a meaningful impact on both the formation of and influence on attitudes towards brands amongst the millennials. Moreover, this was heavily dependent on the one disseminated it. However, with regard to the ever-evolving area of social network sites, other noteworthy factors such as millennials’ need for affiliation, aesthetically appealing firm-generated content and intense exposure to digital advertising were emphasized as components of which too formed their attitudes towards brands. Furthermore, the results suggested that adopting personalization- and social interaction strategies will encourage the spreading of positive electronic word-of-mouth. Lastly, positive electronic word-of-mouth was then for its part related to brand loyalty, which was reckoned to promote the persistency of positive brand attitudes.