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The role of social media data in operations and production management

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

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.

Suggested Citation

  • Hing Kai Chan & Ewelina Lacka & Rachel W.Y. Yee & Ming K. Lim, 2017. "The role of social media data in operations and production management," International Journal of Production Research, Taylor & Francis Journals, vol. 55(17), pages 5027-5036, September.
    • Handle: RePEc:taf:tprsxx:v:55:y:2017:i:17:p:5027-5036
    DOI: 10.1080/00207543.2015.1053998
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    6. Urvashi Tandon, 2021. "Predictors of online shopping in India: an empirical investigation," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(1), pages 65-79, March.
    7. Zhan, Yuanzhu & Han, Runyue & Tse, Mike & Ali, Mohd Helmi & Hu, Jiayao, 2021. "A social media analytic framework for improving operations and service management: A study of the retail pharmacy industry," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    8. Muhammed Kursad Ozlen, 2021. "Managers’ Attitude and Organizational Culture for Social Media Use in Supply Chain Efficiency and Responsiveness," Journal of Accounting and Management Information Systems, Faculty of Accounting and Management Information Systems, The Bucharest University of Economic Studies, vol. 20(3), pages 477-493, September.
    9. Sheng, Jie & Amankwah-Amoah, Joseph & Wang, Xiaojun, 2019. "Technology in the 21st century: New challenges and opportunities," Technological Forecasting and Social Change, Elsevier, vol. 143(C), pages 321-335.
    10. Huang, Shupeng & Potter, Andrew & Eyers, Daniel & Li, Qinyun, 2021. "The influence of online review adoption on the profitability of capacitated supply chains," Omega, Elsevier, vol. 105(C).
    11. Chae, Bongsug (Kevin) & McHaney, Roger & Sheu, Chwen, 2020. "Exploring social media use in B2B supply chain operations," Business Horizons, Elsevier, vol. 63(1), pages 73-84.
    12. Seddigh, Mohammad Reza & Targholizadeh, Aida & Shokouhyar, Sajjad & Shokoohyar, Sina, 2023. "Social media and expert analysis cast light on the mechanisms of underlying problems in pharmaceutical supply chain: An exploratory approach," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
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