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To unlock social media’s value, this study aims to integrate insights from several theoretical perspectives and the relevant literature, developing an extended social media analytics framework. It identifies the stages underlying the social media analytics process and tests the framework in three important and interconnected areas: social media (Twitter), new product adoption (iWatch and Google Glass) and social media analytic techniques (text mining and sentiment analysis).

Based upon a systematic review of different research approaches, theories and media types, this paper presents and tests an extended framework in three important and interconnected areas mentioned above.

This paper offers a theory-driven social media analytics framework. It validates the framework by providing concrete processes, examples, evidence and insights related to three chosen areas mentioned above, thereby helping managers create effective and efficient social media and new product development strategies.

This paper integrates insights from theories of the middle range (Merton, 1949), Campbell’s (1965) model of sociocultural evolution and Fan and Gordon’s (2014) social media analytics framework, developing its own extended social media analytics framework and validating it in three important and interconnected areas mentioned above. This paper demonstrates not only how the proposed framework can be applied to the context of new product development, but also how social media are transforming research approaches (qualitative, quantitative and mixed method) and the very nature of business itself (increased importance of digital business).

The Nationwide Suspicious Activity Reporting Initiative (NSI) is the focal point of the Information Sharing Environment (ISE), a radical reformulation of policies governing government intelligence activities within US borders. In the wake of the September 11th attacks, long-standing informational norms for the production, use, and circulation of domestic intelligence records containing personal information are being replaced with far less restrictive norms, altering a status quo that had been in effect since mid-1970s. Although the NSI represents an unprecedented expansion of human resources dedicated to the collection and production of domestic intelligence, it is not well known in privacy advocacy community. This chapter considers these and other terms in the context of relevant US law and policy, including the Privacy Act of 1974, the E-Government Act of 2002, Executive Order 12333, and 28 CFR Part 23. In addition to describing the federal (ISE-SAR) standard, the chapter examines the critical role of guidance in the logic of suspicious activity report (SAR) production, and the problematic role finished ISE-SARs seem to play in the matrix of federal and state-level watch lists. The program, if not properly regulated, could pose a considerable threat to personal privacy and the life chances and self-determination of all US persons. The chapter considers this threat in terms of Nissenbaum's (2010) “contextual integrity,” a theory of context-relative informational norms.

This paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.

A literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.

By adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.

The five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.

Social CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.

Research in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.

While some large organizations are preoccupied with mastering operational Agility as a way to upgrade existing products and services, they and the wider management community need to realize that the main financial benefits from Agile management will flow from the next frontier: achieving Strategic Agility, a market-making approach to innovation.

The author proposes that firms adopt Agile management as a way to promote market-creating innovations through a process of imagining and delivering something that unexpectedly delights whole new groups of customers, once they realize the possibilities.

The potential of the Agile approach to innovation is that it can revitalize mature companies by discovering new customer experiences and create products and services that fulfill unmet needs.

This article shows how Agile management and strategic management concepts like “Jobs to be done” theory and “Blue Ocean” strategy can merge to promote market-creating innovation.

Given that industry borders are dissolving and competition is more dynamic than ever, the need for Strategic Agility – speedy, customer focused innovation that aims to make markets–is becoming increasingly obvious. This confluence of Agile and strategic management is a new and exciting approach to innovation.

The books, The Innovator’s Dilemma and Fooled by Randomness were best-sellers, and both books’ authors rightly have legions of followers. Nevertheless, the dynamics each author analyzed so well continue to plague many executives. Why? Is there some way to close the analytical loop between these two extremes? Put another way, is there a practical method of being productive and profitable in “normal” environments while at the same time working to capitalize on the impact of volatile disruption? This paper presents a practical approach for doing so that builds on prior research.

This paper differentiates between the normal, linear environment of “business as usual” (BaU) and the volatile, nonlinear environments of disruption to both upside and the downside. It then profiles how to navigate each environment, illustrated by way of examples.

Our findings, which are supported by historical and contemporary examples, are that leading executives consistently navigate the environments of BaU and disruption due to explicit strategic decisions based on an “information advantage,” which is knowledge that their competitors either do not have or choose to ignore. Such advantages are monetized by efficient operations in BaU and by economically, which is to say strategically, benefiting from disruptive volatility to the upside and/or avoiding it on the downside, over time.

Managerial focus should be directed to potentially disruptive innovations and other kinds of ambiguous threats, which could develop to be strategically significant over time, and these need to be tracked in a meaningful way. To benefit from an information advantage, executives must selectively – that is, strategically – make small investments that could either payoff dynamically or economically mitigate the risk of extreme losses over time.

This paper offers executives a practical explanation why the environments of BaU and disruption must be analyzed and planned for separately by different functions. Doing so facilitates the efficient realization of corporate goals and objectives over time in both normal (linear) and highly volatile (nonlinear) environments.