Purpose In recent years, social media crises occurred more and more often, which negatively affect the reputations of individuals, businesses and communities. During each crisis, numerous users either participated in online discussion or widely spread crisis-related information to their friends...

Purpose: Few academic studies specifically investigate how businesses can use social media to innovate customer loyalty programs. The purpose of this paper is to present an in-depth case study of the Shop Your Way (SYW) program, which is regarded as one of the most successful customer loyalty...

Purpose This paper aims to propose a knowledge management (KM) framework for leveraging big social media data to help interested organizations integrate Big Data technology, social media and KM systems to store, share and leverage their social media data. Specifically, this research focuses on...

As a new IT paradigm for users, cloud computing has the potential to transform the way that IT resources are utilized and consumed. Many multinational enterprises (MNEs) are interested in cloud computing but do not know how to adopt and implement cloud computing in their enterprise settings. In...