Emotional branding e engajamento do consumidor em tempos de pandemia em redes sociais

Lucas Silva Barreto, Vérica Freitas, Verônica Angelica Freitas de Paula
DOI: https://doi.org/10.21529/RECADM.2023005

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Resumen

É em momentos de adversidade, como a pandemia de Covid-19, em que alguns sentimentos, tais como o medo e a solidão, são comuns, as redes sociais se tornaram canais para a busca de afeto, aceitação e informações sociais. O apelo emocional surge como uma estratégia que busca estabelecer uma conexão profunda com os consumidores nessas redes. Nesse contexto, o presente artigo investiga as práticas de emotional branding e a sua relação com o engajamento dos usuários nas redes sociais, no contexto da pandemia de Covid-19. Por meio de mineração de textos, foi analisada a presença de sentimentos positivos e negativos em publicações de 2019 e 2020 no Facebook®, considerando-se três marcas de moda no Brasil. Foi constatada a adoção mais frequente dessas estratégias a partir da pandemia, destacando-se a utilização de textos relacionados aos sentimentos de “força”, “carinho”, “segurança” e “vivacidade” e a menor utilização de textos relacionados a “diversão” e “animação”. Foi identificada uma correlação positiva entre a presença de conteúdo relacionado a “solidariedade”, “força” e “tolerância” e o engajamento dos usuários a partir de 2020. Os resultados do estudo reforçam a importância da congruência entre as ações das marcas nas redes sociais e as necessidades emocionais dos usuários em períodos de crise.

Palabras clave

branding; sentimentos; pandemia; redes sociais

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