Detecting customers knowledge from social media big data: toward an integrated methodological framework based on netnography and business analytics Available to Purchase

Pasquale Del Vecchio is based at the Department of Innovation Engineering, University of Salento, Lecce, Italy. He, PhD, is a Researcher and a Lecturer at the Department of Engineering for Innovation of the University of Salento, Italy. In 2007, he was a visiting PhD student in the Center for Business Intelligence at MIT’s Sloan School of Management. His research field concerns the issues of open innovation with a specific focus on the phenomenon of virtual communities of customers and data-driven and Web business models. Currently, he is involved in a project related to the development of a model for the smart specialization of a regional destination. These research activities have been documented in approximately 40 publications spanning international journals, conference proceedings and book chapters.

Gioconda Mele is based at the Department of Innovation Engineering, University of Salento, Lecce, Italy. She, PhD, is a Research Fellow at the Department of Engineering for Innovation – University of Salento (Italy). After a degree in Economics at University of Salento, she took her master’s degree in “Business Innovation and Leadership” and her PhD in “e-business” at eBMS-ISUFI. She is involved in different research projects related to internet-based model of services for regional tourism destination since 2005. Recently, she is also actively involved in research projects related to the topics of technology-based entrepreneurship by focusing on understanding the role of entrepreneurial universities and centers for developing skills and competencies as well as for economic growth of the territory.

Giuseppina Passiante is based at the Department of Innovation Engineering, University of Salento, Lecce, Italy. She is a Full Professor at the Department of Engineering for Innovation – University of Salento (Italy). She leads the public–private research laboratory named X-Net.Lab whose researchers have been involved in several projects funded by the EC under FP6 (DBE, OPAALS) and FP7 (SECURE SCM, CRESCENDO) and by the Italian Ministry of Research (TEKNE, MED.NET). Currently, her research fields concern the e-business management and, more specifically, the management of learning organizations and learning processes in the net-economy. She is also an expert in development of local systems versus information and communications technologies, ITs and clusters approach and complexity in economic systems. In these research fields, she has published several books and about 100 papers.

Demetris Vrontis is based at University of Nicosia, Nicosia, Cyprus. Demetris Vrontis is a Professor of Marketing, an Executive Dean and a Director at the University of Nicosia, Cyprus. Professor Vrontis is the Editor-in-Chief of the EuroMed Journal of Business and the President of the EuroMed Research Business Institute. His prime research interests are in strategic marketing planning, branding, marketing communications and wine marketing, areas in which he has widely published and consulted.

Cosimo Fanuli is based at Avio Aero, Rivalta di Torino, Italy. He received a master’s degree in Management Engineering at the University of Salento by presenting a thesis in the field of Innovation Management titled “Customer Knowledge Management and Social Media Big Data: Empirical evidence on Aurora Company, an Historical Italian Brand.” Currently, he is a Quality Engineer at Avio Aero – a GE Aviation Business. In this role, he performs data analysis designed for the improvement of the product quality and for the operational performances, carries out analyses related to criticality in the production processes and deals with the management of the quality internal systems of production flows.