Wang, Yichuan; Zhang, Minhao; Tse, Ying Kei; Chan, Hing Kai - In: International Journal of Operations & Production Management 40 (2020) 5, pp. 647-669
Purpose: Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics of different external stakeholders, including business partners...