The role of social media data in operations and production management

Hing Kai Chan, Ewelina Lacka, Rachel W.Y. Yee, Ming K. Lim

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

Social media data contain rich information in posts or comments written by customers. If those data can be extracted and analysed properly, companies can fully utilise this rich source of information. They can then convert the data to useful information or knowledge, which can help to formulate their business strategy. This cannot only facilitate marketing research in view of customer behaviour, but can also aid other management disciplines. Operations management (OM) research and practice with the objective to make decisions on product and process design is a fine example. Nevertheless, this line of thought is under-researched. In this connection, this paper explores the role of social media data in OM research. A structured approach is proposed, which involves the analysis of social media comments and a statistical cluster analysis to identify the interrelationships amongst important factors. A real-life example is employed to demonstrate the concept.

LanguageEnglish
Pages5027-5036
Number of pages10
JournalInternational Journal of Production Research
Volume55
Issue number17
Early online date14 Jun 2015
DOIs
Publication statusPublished - 2017

Fingerprint

Cluster analysis
Product design
Marketing
Process design
Industry
Operations and production management
Social media
Management research
Operations management
Factors
Interrelationship
Management practices
Business strategy
Sources of information
Customer behavior
Marketing research

Keywords

  • cluster analysis
  • content analysis
  • operations management
  • social media

Cite this

Chan, Hing Kai ; Lacka, Ewelina ; Yee, Rachel W.Y. ; Lim, Ming K. / The role of social media data in operations and production management. In: International Journal of Production Research. 2017 ; Vol. 55, No. 17. pp. 5027-5036.
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The role of social media data in operations and production management. / Chan, Hing Kai; Lacka, Ewelina; Yee, Rachel W.Y.; Lim, Ming K.

In: International Journal of Production Research, Vol. 55, No. 17, 2017, p. 5027-5036.

Research output: Contribution to journalArticle

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