There are in excess of three million brand identities (including those from individuals) on
Facebook, supported by over 20 million fans (Walsh, 2009). Companies have clearly recognized
the importance of social networks for their ongoing marketing activities with more than 2.5 million organizations worldwide now integrating their websites with the Facebook interface (Facebook, 2011b). Accordingly, Facebook is recognized as an important customer relationship management tool for corporations and marketers. Its online platform allows brands to develop more open and two-way relationships with their customers by facilitating participation, dialogue, and opt-in brand experiences (Treadaway & Smith, 2009). Offering site users (i.e., existing and potential customers) entertaining games, exclusive content, and the opportunity for engaging conversations can contribute to strong customer relationships (Zhang, Sung, & Lee, 2010). This way of connecting with the consumer represents a departure from the traditional broadcast-based advertising model, which focuses more on creating brand and product consideration through raised awareness (Meadows-Klue, 2008).