Social media content can spread quickly, particularly that generated by users themselves. This is a problem for businesses as user-generated content (UGC) often portrays brands negatively and, when mishandled, may turn into a crisis. This paper presents a framework for crisis management that...

Social media content can spread quickly, particularly that generated by users themselves. This is a problem for businesses as user-generated content (UGC) often portrays brands negatively and, when mishandled, may turn into a crisis. This paper presents a framework for crisis management that...

Artificial intelligence (AI) is expected to bring to the physical retail environment the kind of mass personalisation that is already common in online commerce, delivering offers that are targeted to each customer, and that adapt to changes in the customer’s context. However, factors related...

For ‘viral marketing’, it is critical to understand what motivates consumers to share their consumption experiences through ‘electronic word of mouth’ (eWoM) across various social media platforms. This conceptual paper discusses eWoM as a coping response dependent on positive, neutral,...

The efficiency of Portuguese banks is evaluated for the period 1990 to 1995. Portugal provides a unique case to study the relative efficiency of new banks, a significant segment of the banking industry, as well as to study the improvement in efficiency overtime following a period of rapid and...