Unpacking the impact of social media analytics on customer satisfaction : do external stakeholder characteristics matter?

Wang, Y. orcid.org/0000-0003-1575-0245, Zhang, M., Tse, Y.K. et al. (1 more author) (2020) Unpacking the impact of social media analytics on customer satisfaction : do external stakeholder characteristics matter? International Journal of Operations and Production Management, 40 (5). pp. 647-669. ISSN 0144-3577

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Copyright, Publisher and Additional Information: © 2020 Emerald Publishing Ltd. This is an author-produced version of a paper subsequently published in International Journal of Operations and Production Management. This version is distributed under the terms of the Creative Commons Attribution-NonCommercial Licence (http://creativecommons.org/licenses/by-nc/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. You may not use the material for commercial purposes.
Keywords: Social media analytics; Contingency theory; Service operations; Customer satisfaction
Dates:
  • Accepted: 10 May 2020
  • Published (online): 16 June 2020
  • Published: 16 June 2020
Institution: The University of Sheffield
Academic Units: The University of Sheffield > Faculty of Social Sciences (Sheffield) > Sheffield University Management School
Depositing User: Symplectic Sheffield
Date Deposited: 13 May 2020 09:34
Last Modified: 30 Sep 2020 12:36
Status: Published
Publisher: Emerald
Refereed: Yes
Identification Number: https://doi.org/10.1108/IJOPM-04-2019-0331

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