...Colin C.J. Cheng; Chwen Sheu Purpose Prior research on business analytics has advanced substantially our understanding of how social media analytics affect business performance. However, the specific value of social media analytics to product innovation has not been fully explored and appreciated...

...Yichuan Wang; Minhao Zhang; Ying Kei Tse; Hing Kai Chan Purpose Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics...