Digital advertising as service: introducing contextually embedded selling

Anna-Greta Nyström, Karl-Jacob Mickelsson

Research output: Contribution to journalArticleScientificpeer-review

1 Citation (Scopus)

Abstract

Purpose
Previous research on advertising in digital contexts has emphasized its persuasive and information processing roles for the customer. This paper aims to problematize this point of view and argues that the converged and interactive nature of digital media makes all advertising content into potential points of engagement in a digital media journey.

Design/methodology/approach
The paper is conceptual in nature and applies service logic (SL) and customer engagement to reconceptualize digital advertising and selling.

Findings
The authors present digital advertisements and digital media content as elements that contribute to a digital media journey, which ideally leads to a purchase. Advertising content is regarded as a resource used by consumers in their underlying value-creating processes. Thus, the digital advertising process is conceptualized as a customer-driven process of engaging with digital media content, where a purchase is incorporated in (and naturally follows from) the theme of engagement.

Research limitations/implications
The paper introduces the concept of contextually embedded selling, which refers to a process where digital advertising content is thematically congruent with the surrounding editorial content, so that both contribute to the same consumer journey. Otherwise, consumers experience a contextual jump – a disconnect in theme, place or time during the consumer’s process of engagement with the digital content.

Originality/value
The paper contributes to advertising theory on advertising, engagement and the emerging research on consumer journey design by presenting an approach based on SL, namely, contextually embedded digital selling.
Original languageEnglish
Peer-reviewed scientific journalJournal of Services Marketing
Volume33
Issue number4
Pages (from-to)396-406
Number of pages11
ISSN0887-6045
DOIs
Publication statusPublished - 20.05.2019
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • Service logic
  • Engagement
  • Advertising
  • Digital media
  • Embeddedness
  • Value-in-use

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management

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