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The purpose of this study is to understand the use of social networking sites (SNSs) by hotels. Specifically, drawn upon a resource and capability-based perspective, this study addresses two research questions: (1) the relationship between a hotel’s resources and its use of Twitter and (2) the relationship between the use of Twitter by hotels and their RevPAR.

The research data include the hotel chain scales, Twitter user profiles and Twitter activities of the hotel parent companies in the USA and the hotels’ RevPAR. To more clearly understand the effect of the use of SNSs, the study uses two dimensions: electronic word-of-mouth and customer engagement. The two dimensions of the hotels’ Twitter use are calculated based on the data extracted from their Twitter user profiles and historical tweets. For a practical purpose, a social media index (SMI), which combines electronic word-of-mouth and the customer engagement score, was used to determine the overall level of Twitter use by hotels.

For RQ1, the results indicate there is a positive association between a hotel’s resources and Twitter use. For RQ2, this study shows there is also a positive association between Twitter use by hotels and their RevPAR.

Twitter use appears to be associated with hotels’ resources. In turn, Twitter use is positively associated with hotel RevPAR. Thus, hotels should look at Twitter as a potential strategic tool for business operation and attempt to increase their ability to leverage Twitter (and other SNSs) for organizational goals (e.g. sales, promotion, customer service).

To the authors’ knowledge, this is the first study empirically investigating the use of SNSs by hotels with the data drawn from actual firm-generated content (e.g. tweets, retweets) and hotels’ user profile information from Twitter.

This paper aims to showcase the trends in the research topics and their contributors over a time period of 30 years in the International Journal of Contemporary Hospitality Management (IJCHM). To be specific, this paper uncovers IJCHM’s latent topics and hidden patterns in published research and highlights the differences across three decades and before and after Social Sciences Citation indexing.

In total, 1,573 documents published over 199 issues of IJCHM were analyzed using two computational tools, i.e. metaknowledge and structural topic modeling (STM), as the basis of the mixed method. STM was used to discover the evolution of topics over time. Moreover, bibliometrics (and network analysis) were used to highlight IJCHM’s top researchers, top-cited references, the geographical networks of the researchers and differences in the collaborative networks.

The number of papers published continually increased over time with changes of key researchers publishing in IJCHM. The co-authorship networks have also changed and revealed an increasing diversity of authorship and collaborations among authors in different countries. Moreover, the variety of topics and the relative weight of each topic have also changed.

Based on the findings of this study, theoretical and practical implications for hospitality and tourism researchers are provided.

It is the first attempt to apply topic modeling to a leading academic journal in hospitality and tourism and explore the diversity in contemporary hospitality management research (topics and contributors) from 30 years of published research.

The purpose of this study was to explore influences of review-related information on topical proportions and the pattern of word appearances in each topic (topical content) using structural topic model (STM).

For 173,607 Yelp.com reviews written in 2005-2016, STM-based topic modeling was applied with inclusion of covariates in addition to traditional statistical analyses.

Differences in topic prevalence and topical contents were found between certified green and non-certified restaurants. Customers’ recognition in sustainable food topics were changed over time.

This study demonstrates the application of STM for the systematic analysis of a large amount of text data.

Limited study in the hospitality literature examined the influence of review-level metadata on topic and term estimation. Through topic modeling, customers’ natural responses toward green practices were identified.

本研究旨在通过结构性话题建模（STM）方法以开拓评论性内容对于话题组成和词条构成的影响。

本论文采用 173，607 份 Yelp.com 在 2015 至 2016 年间的评论内容为样本，STM 分析结合共变量形成话题性建模。

话题趋势和话题内容的不同存在于认证过的绿色餐馆与非认证的绿色餐馆中。消费者对于可持续性的食物话题兴趣随着时间而改变。

本研究对 STM 相关大规模文本型数据的系统分析方法给与启示。

在酒店管理文献中很少有文章研究评论性元数据对于话题和词条预估的影响。通过话题建模，消费者对于绿色措施的反馈获得了梳理和确认。

Measuring or monitoring supply chain performance reveals the gap between planning and execution and helps companies to identify potential problems and areas for improvement. However, it is recognized that developing key performance indicators (KPIs), or metrics, is very challenging and a set of practical guidelines is not readily available for companies and supply chain management (SCM) practitioners. This paper seeks to offer a practical approach to performance measurement and to present a list of essential KPIs.

This paper offers insights from industry in the area of supply chain performance measurement and a practical approach to developing performance metrics.

The experience from, and the review of, industry standards and best practices in supply chain performance measurement suggest that “less is better” as to developing performance metrics. Companies should focus on only a small list of KPIs which are critical for their operations management, customer service, and financial viability. Potential KPIs should be developed for each of the supply chain operations‐reference (SCOR) model's four meta‐processes (plan, source, make, and delivery) and need to be hierarchically grouped such as primary and secondary metrics.

The paper offers a background of why performance measurement is necessary for SCM success, pragmatic guidelines for designing and implementing performance metrics, and critical KPIs with the definition, examples, and computation mechanism.

Despite the importance of performance measurement for successful SCM, many companies wonder how to put performance metrics in place and make them work in practice. This paper offers an industry‐oriented, practical approach to performance measurement in SCM contexts and proposes key performance metrics which can be easily adapted for different businesses.

The primary purpose of this paper is to demonstrate the importance of viewing paradoxes, which are commonly‐accepted logical perspectives that appear contradictory, as being useful for organizational learning and to show why organizational paradoxes need to be managed integratively.

The cultural industries (those that promote art, music and entertainment) are used as a backdrop for developing propositions that explain the benefits of dynamically shifting between poles of a paradox and the relationship between elements of managing multiple paradoxes integratively and organizational outcomes.

It is expected that organizations which move between the poles of paradoxes are more likely to increase organizational knowledge about their capabilities and to enhance their ability to deal with paradoxes.

Organizational researchers should consider identifying the direction and rate of movement along the poles of paradoxes by organizations when studying the appropriateness of various organizational methods for achieving outcomes such as growth or performance. Future research should examine a larger variety of paradoxes in order to increase understanding of the appropriateness of their integrative management.

Managers should become familiar with the speed and direction of movement (organizational change) between the poles of organizational paradoxes before making operational and strategic decisions. In addition, managers should be cognizant of the variety of paradoxes present in their organization and of the need for their integrative management.

The paper describes how movement along the poles of organizational paradox enhances organizational learning, as well as the importance of managing organizational paradoxes integratively.

This paper seeks to introduce a six‐sigma based methodology for the SCM domain which was developed and has been used in Samsung.

The paper provides a detailed description of how and why a six‐sigma‐based methodology for the SCM domain was developed in Samsung and presents a real industry case to illustrate the usage of the methodology.

In Samsung, the effort and investment in synthesizing SCM and six sigma, and developing a unique six‐sigma‐based methodology to improve its SCM operation, have turned out to be fruitful. The Black Belt program has produced highly qualified and talented SCM specialists, who are currently training the methodology to members in their organizations and leading SCM projects. SCM projects are being prepared and conducted in a more disciplined way and their outcomes are continuously monitored and shared through the company's repository.

To generalize its usefulness, the methodology needs to be applied to the SCM projects of those companies whose organizational and cultural contexts are different from those of Samsung. In addition, the overview of an illustrative SCM project presented in the paper is brief due to space limitations.

Today, SCM is increasingly recognized as a strategic way to innovate a company's business operation. This paper shows that a methodology such as Samsung's SCM six sigma can be the key to conducting SCM projects in a more disciplined way and for fruitful outcomes.

The paper introduces a unique six‐sigma‐based methodology for the SCM domain which has been developed and applied in a leading global manufacturing, financial, and services conglomerate. This methodology could be adapted by other companies for their SCM projects to increase the likelihood of project success.

To give an overview of the papers contained in this Special Issue.

Looks at how each of the papers reflects the theme of the Special Issue, “Complexity and IT design and evolution”.

The collection of papers in this Special Issue addresses complexity, drawing on multi‐faceted, multi‐theoretical lines of inquiry.

Frameworks from complexity science, institutional theory, social science, philosophy, and recent thinking in science and technology studies (STS) are used as theoretical lenses to conceptualize and analyze complexity in IS and to offer ways to mitigate it.