...Carine Dominguez-Péry; Rana Tassabehji; Lakshmi Narasimha Raju Vuddaraju; Vikhram Kofi Duffour Purpose This paper aims to explore how big data analytics (BDA) emerging technologies crossed with social media (SM). Twitter can be used to improve decision-making before and during maritime accidents...

...Yuanzhu Zhan; Kim Hua Tan; Leanne Chung; Lujie Chen; Xinjie Xing Purpose The main purpose of this paper is to investigate how social media can provide important platforms to facilitate organisational learning and innovation in new product development (NPD) process. Design/methodology/approach...

...Yujuan Guo; Di Fan; Xiao Zhang Purpose This study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation...

...Aneesh Banerjee; Jörg M. Ries; Caroline Wiertz Purpose Online B2B markets offer buyers a new source of information provided by social media signals about suppliers. These signals have not yet received much attention in the supplier selection literature. This study advances our understanding of how...

...Zsófia Tóth; Martin Liu; Jun Luo; Christos Braziotis Purpose Managing attractiveness is a constant challenge to mobilize relationship-specific investments, especially in a business environment increasingly enhanced by social media (SM) activities. There is limited knowledge on how SM activities...

... The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery strategies using social network from operations management perspective. Specifically, the authors study the relationships between social media agent responses to customer complaints, customer emotion...