Based on a review of 27 research papers related to social media analytics (SMA), we
develop an integrated, unifying definition of Business SMA, providing a nuanced starting …

Traditionally, consumers used the Internet to simply expend content: they read it, they
watched it, and they used it to buy products and services. Increasingly, however, consumers …

Social media data are becoming increasingly critical for businesses to capture, analyse, and
utilise in a timely manner. However, the unstructured and distributed nature and volume of …

The spread and use of social networks provide a rich data source that can be used to
answer a wide range of research questions from various disciplines. However, the nature of …

Purpose Customer knowledge from social media can become an important organizational
asset. The purpose of this paper is to identify useful customer knowledge including …

Social media has drastically improved the way we can reach target audiences and serve our
customers. Like its financial counterpart, the social media audit (SMA) can be described as a …

Social media refers to conversational media (ie, channel or tools used to store and deliver
information). Safko and Brake (2009) highlight the main goal of social media is to engage …

The two most important challenges facing banks today are attracting new customers and
retaining their existing ones. Research shows that 30 percent of banks cited customer loyalty …

In this contribution, we introduce “social media analytics”(SMA) as an emerging
interdisciplinary research field that, in our view, will have a significant impact on social …

Social Media Analytics and Practical Applications: The Change to the Competition
Landscape provides a framework that allows you to understand and analyze the impact of …