Generating and exploiting customer insights from social media data

Item Type Journal paper

Previous research has emphasized the virtues of customer insights as a key source of competitive advantage. The rise of customers’ social media use allows firms to collect customer data in an ever-increasing volume and variety. However, to date, little is known about the capabilities required of firms to turn social media data into valuable customer insights and exploit these insights to create added value for customers. Based on the dynamic capabilities perspective, in particular the concept of absorptive capacity (ACAP), the authors conducted multiple case studies of seven mid-sized and large B2C firms in Switzerland and Germany. The results provide an in-depth analysis of the underlying processes of ACAP as well as contingent factors – that is, physical, human and organizational resources that underpin the firms’ ACAP.

Authors Wieneke, Alexander & Lehrer, Christiane
Research Team Competence Center Social CRM
Projects Jung, Prof. Dr. Reinhard; Lehrer, Prof. Dr. Christiane; Mirsch, Tobias & Wieneke, Alexander (2017) Competence Center Digital Service Innovation [applied research project] Official URL
Journal or Publication Title Electronic Markets
Language English
Subjects information management
Institute/School IWI - Institute of Information Management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed No
Date 27 May 2016
Publisher Springer
Place of Publication Heidelberg
Volume 26
Number 3
Page Range 245-268
ISSN 1019-6781
ISSN-Digital 1422-8890
Publisher DOI 10.1007/s12525-016-0226-1
Depositing User Prof. Dr. Christiane Lehrer
Date Deposited 13 Jun 2016 14:07
Last Modified 17 Mar 2017 18:18


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Wieneke, Alexander & Lehrer, Christiane (2016) Generating and exploiting customer insights from social media data. Electronic Markets, 26 (3). 245-268. ISSN 1019-6781

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