The impact of social media evolution on practitioner-stakeholder relationships in brand management

Abstract

Purpose The purpose of this paper is to explore the tension in brand management created through the rapid transformation of social media, mapping the maintenance of increasingly complex B2B relationship dynamics with key intermediaries. Design/methodology/approach In-depth interviews with 17 social media practitioners from leading fashion brands, agencies and platforms in the UK and Australia informed this study. Analysis used grounded theory, and results were interpreted through the lens of network and stakeholder theories. Findings Social media platforms have evolved into critical brand stakeholders, serving as gatekeepers in an increasingly unbalanced system between provider and marketer. The perpetuation of a hierarchical power dynamic affects the development of both practitioner and firm capabilities with negative implications and consequences for organisational control of branded social media communications. Three theoretical propositions are offered relating to the nature of platform hegemony, the notion of social media democratisation and the limiting impact of rapid change on the formation of relational ties. Originality/value This study extends the conceptualisation of communal custody of brands in social media settings to incorporate a growing number of commercial stakeholders, challenging the traditional dyadic consumer-brand relational paradigm. This study sheds new light on the impact of digital transformation on power distributions in social media communities not hitherto addressed.