@article{article, title  = {{Unpacking the impact of social media analytics on customer satisfaction : do external stakeholder characteristics matter?}},

 publisher = {{Emerald}},

 url = {{http://eprints.whiterose.ac.uk/160679/ }},

 year = {{2020}},

 month = {{6}},

 author = {{Wang Y and Zhang M and Tse YK and Chan HK}},

 doi = {{10.1108/IJOPM-04-2019-0331}},

 volume = {{40}},

 journal = {{International Journal of Operations and Production Management}},

 issue = {{5}},

 pages = {{647-669}},

 note = {{Accessed on 2024/12/22}}}