Gathering Customer Insights from Social Media: The Impact on Operations and Supply Chains

Hamzeh Nuseir; Brad McKenna; Tomás Harrington

Gathering Customer Insights from Social Media: The Impact on Operations and Supply Chains

Hamzeh Nuseir, Brad McKenna, Tomás Harrington

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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Abstract

The purpose of this study is to understand what insights could be gathered from customer posts on social media that would benefit operations and supply chains. This research analyses social media posts to uncover the themes that could be related to new product development (NPD) and the design of ‘end-to-end’ supply chains. Consumer posts will be analysed from social media platforms of two well-known multinational food and beverage companies. Social media analytics can be used to gather knowledge and intelligence for organisations aiming to have consumer-centric supply chains.

Original language	English
Title of host publication	Americas Conference on Information Systems
Publication status	Published - 1 Jul 2020

Access to Document

SMOPS Revision FINALAccepted author manuscript, 272 KB

https://aisel.aisnet.org/amcis2020/social_computing/social_computing/5/

Cite this

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title = "Gathering Customer Insights from Social Media: The Impact on Operations and Supply Chains",

abstract = "The purpose of this study is to understand what insights could be gathered from customer posts on social media that would benefit operations and supply chains. This research analyses social media posts to uncover the themes that could be related to new product development (NPD) and the design of {\textquoteleft}end-to-end{\textquoteright} supply chains. Consumer posts will be analysed from social media platforms of two well-known multinational food and beverage companies. Social media analytics can be used to gather knowledge and intelligence for organisations aiming to have consumer-centric supply chains.",

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AB - The purpose of this study is to understand what insights could be gathered from customer posts on social media that would benefit operations and supply chains. This research analyses social media posts to uncover the themes that could be related to new product development (NPD) and the design of ‘end-to-end’ supply chains. Consumer posts will be analysed from social media platforms of two well-known multinational food and beverage companies. Social media analytics can be used to gather knowledge and intelligence for organisations aiming to have consumer-centric supply chains.

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