implicationsThe Approach Research Articles

The magic of place branding: regional brand identity in transition

PurposeThe purpose of this paper is to examine the transition of a place brand identity from a cultural anthropological perspective. More specifically, the paper analyses the ritual features and magical qualities of the development process of a regional brand in Scandinavia.Design/methodology/approachThe study consists of an exploratory, longitudinal single case study of regional branding. An abductive research design was used in which the data, consisting of qualitative interviews, policy and promotional documents, were analysed with an interpretive approach.FindingsThree place branding rituals of re-naming, managing ambiguity and instilling faith are identified as central in the transition process. These practices generate different forms of magic that facilitate transition and accommodate change.Research limitations/implicationsThe study suggests that the theoretical lens of the anthropological concept of the rite of passage is useful to capture the mechanisms and practices of the transition from an old to a new place brand identity.Practical implicationsThe approach outlined in this paper is relevant for brand development and planning in that it demonstrates the ritual features and magical qualities of branding. In contrast to the linear step-by-step approach to brand planning, the study visualises brand development as overlapping phases in a process.Originality/valueThe study demonstrates the value of anthropological insights into transition rituals for understanding how change is alleviated in the development of place brands.

Similarity-based approach for accurately retrieving similar cases to intelligently handle online complaints

PurposeThe purpose of this paper is to propose a similarity-based approach to accurately retrieve reference solutions for the intelligent handling of online complaints.Design/methodology/approachThis approach uses a case-based reasoning framework and firstly formalizes existing online complaints and their solutions, new online complaints, and complaint products, problems and content as source cases, target cases and distinctive features of each case, respectively. Then the process of using existing word-level, sense-level and text-level measures to assess the similarities between complaint products, problems and contents is explained. Based on these similarities, a measure with high accuracy in assessing the overall similarity between cases is designed. The effectiveness of the approach is evaluated by numerical and empirical experiments.FindingsThe evaluation results show that a measure simultaneously considering the features of similarity at word, sense and text levels can obtain higher accuracy than those measures that consider only one level feature of similarity; and that the designed measure is more accurate than all of its linear combinations.Practical implicationsThe approach offers a feasible way to reduce manual intervention in online complaint handling. Complaint products, problems and content should be synthetically considered when handling an online complaint. The designed procedure of the measure with high accuracy can be applied in other applications that consider multiple similarity features or linguistic levels.Originality/valueA method for linearly combining the similarities at all linguistic levels to accurately assess the overall similarities between online complaint cases is presented. This method is experimentally verified to be helpful to improve the accuracy of online complaint case retrieval. This is the first study that considers the accuracy of the similarity measures for online complaint case retrieval.

Toward evidence-based HR

PurposeSharing a practitioner perspective on the current value, challenges and future direction of HR analytics, from experience in a Fortune 500 company, to contribute to the development of the field in practice and academia. The paper aims to discuss this issue.Design/methodology/approachPerspective/position paper with practical findings.FindingsHR analytics – i.e., applied management/OE science – clearly adds value when a number of pre-conditions are met. The value goes beyond talent outcomes, and applies to profits, cyber security, safety, and other outcomes.Practical implicationsHR/OE practitioners and academia should continue to work together, and consider both clear monetary value and change management when working toward evidence-based HR and evidence-based management.Social implicationsThe approach increases the impact of for- and non-profit organizations, giving higher impact at lower cost, via more efficient and effective use of human capital and also removes biases present in approaches that are not evidence-based.Originality/valueFew very large companies have shared their experiences building up HR analytics, and this paper does exactly that from a large company that has invested heavily in HR analytics and is considered a front-runner globally (Shell). This showcases to practitioners and researchers what HR analytics can be, provided proper investments are made, and practitioners and researchers work together – i.e., what the impact of HR analytics is and what the challenges and pitfalls are.

Climate adaptation strategies: cohesion policy 2014-2020 and prospects for Greek regions

PurposeThe purpose of this paper is to examine the framework of the EU cohesion policy 2014-2020 with respect to its potential to secure not only the resources necessary for climate action in EU regions but also an integrated climate adaptation approach. It also examines the prospects for Greek regions with respect to climate adaptation.Design/methodology/approachUsing the regional policy approach as it is generally formulated and applied in the context of the EU cohesion policy, this paper seeks to identify the policy objectives, the funding opportunities and the conditionalities for climate adaptation action. It also examines the above-mentioned elements for Greek regions.FindingsThe context of the EU cohesion policy constitutes a necessary but not sufficient condition for developing and implementing successful regional adaptation strategies. The process and content of regional policies are of significant importance in order for this context to be fully exploited.Research limitations/implicationsSince this is the first time that climate adaptation at the regional level is directly addressed by cohesion policy, there is not much evidence on this issue, at least for Greek regions.Practical implicationsThe approach followed in this paper may constitute a useful contribution to the formulation of regional adaptation strategies. This is of particular importance as climate adaptation, together with risk prevention, is one of the key thematic objectives of the EU cohesion policy 2014-2020.Originality/valueThis paper makes an original contribution by introducing and explaining a new challenging issue for the regional policies agenda, namely, the climate adaptation strategy, and stresses the need for a comprehensive approach to it, especially for Greek regions.

Mobile value, spectrum and data demand – a bootstrap approach to estimation

PurposeThe purpose of this paper is to integrate mobile supply and demand on an economic basis and to model the economic value of additional data capacity, spectrum demand and data growth under a range of parameter and policy assumptions.Design/methodology/approachThe modelling requires an iterative solution to find an equilibrium between supply and demand, which allows data demand to be bootstrapped, i.e. determined endogenously within the model.FindingsThe sensitivity of the model to input parameter changes differs from a modelling approach where data demand is assumed to be exogenous, whilst in some instances, the sign of the relationship is reversed, e.g. the response of economic value to mobile site cost changes.Research limitations/implicationsThe approach suggests a research agenda to estimate willingness to pay for data and the price elasticity of data demand, and may also suggest new explanatory variables to test econometrically in relation to spectrum value.Practical implicationsThe approach provides a different route to spectrum valuation and allows estimation of the economic impacts of a range of policy questions.Originality/valueThis paper provides the integration of supply and demand and endogenous estimation of data demand and economic value, coupled with quantitative assessment of a range of policy questions.

Building urban climate resilience through community-driven approaches to development

Purpose This paper aims to explore how the implementation of community-driven approaches to improve the living conditions of the urban poor can also have positive co-benefits for resilience to climate change, by addressing the underlying drivers of physical, social and economic vulnerability. Design/methodology/approach The paper applies a case study approach, drawing from the documented experiences of organised urban poor groups in Asian countries already actively participating in collective settlement upgrading, building networks and financial resources for further action. Findings The findings show that while certain actions might not be taken with climate change adaptation specifically in mind, these development activities also contribute to broader resilience to climate change, by reducing exposure to risk and addressing other drivers of vulnerability. The findings also show that partnerships between low income communities and other urban stakeholders, including local government, and innovative financial mechanisms managed by communities, can lead to scaled-up action to address development and adaptation deficits. This can lead the way for transformation in socio-political systems. Practical implications The approaches applied by organised urban poor groups in Asia show that community-level actions can make a positive contribution to building their resilience to climate change, and with local government support and partnership, it could lead to scaled-up actions, through a bottom-up approach to multi-level governance. Originality/value This paper considers how community-driven actions can build resilience to climate change, and it argues that adaptation and development should be considered together.

Thermal analysis of natural convection and radiation in a fully wet porous fin

Purpose The purpose of this paper is to take the thermal analysis of natural convection and radiation heat transfer in fully wet porous fins. The wet porous fins taken for the analysis are straight fins in nature and wet. Their profile being straight helps heat transfer process of fins faster. The analysis is performed using the Darcy’s model to generate the heat equation to analyze the variation of convection and radiation parameters. The porous nature of the fins allows the flow to penetrate through the porous material of the fins leading to solid-fluid interface. The obtained non-dimensional ordinary differential equation involving three highly nonlinear terms are solved numerically by using spectral collocation method after which they are reduced into algebraic equations using Chebyshev polynomials. The study is analyzed using the mathematical analysis on heat equation and generating graphs for finding the parameters important to the heat transfer in the straight fins. Design/methodology/approach This study is performed using Darcy’s model to formulate heat transfer equation. To study the thermal performance, the authors considered a finite length fin with insulated tip. The effects of the wet fin parameter m2, porosity parameter Sh, radiation parameter G and temperature ratio CT on the dimensionless temperature distribution and heat transfer rate are discussed. Findings The results show that the base heat flow increases when the permeability of the medium is high and/or when the buoyancy effect induced in the fluid is strong. Research limitations/implications The analysis is made for the Darcy’s model. Non-Darcy effects will be investigated in a future work. Practical implications The approach is useful in enhancing heat transfer rates. Originality/value The results of the study will be interest to the researchers of the field of heat exchanger designers.

Linguistic perception of corporate responsibility disclosure: the case of Japanese Idemitsu

Purpose This paper aims to examine a case to illustrate the linguistic perception of corporate responsibility disclosures. Design/methodology/approach In this study, a content analysis framework based on fuzzy linguistic variables is proposed to measure the level of sustainable and responsible practices perceived by the stakeholders. A case is examined to illustrate the linguistic perception of corporate responsibility disclosures. Findings The results demonstrated a significant difference between Perception of Disclosure, using linguistic variables and most common sustainability indicators, and a Boolean analysis based on sustainability reporting indicators. The approach helps companies in developing a more robust stakeholder management program and to better respond to stakeholders’ demands. Research limitations/implications Future studies can evaluate corporate responsibility and sustainability performance using linguistic variables. Practical implications The approach helps companies to better respond to stakeholders’ demands. Social implications The approach helps companies in developing a more robust stakeholder management program and to better respond to stakeholders’ demands. Originality/value Most of the studies on corporate responsibility disclosure analysis have focused on a binary response to the level of disclosure of a certain economic, social, environmental or governance issue; however, how a disclosed item is being perceived by the user has not been taken into consideration.

An analysis of local government health policy against state priorities and a social determinants framework

ObjectiveVictorian local governments are required to develop Municipal Public Health and Wellbeing Plans that incorporate state‐level health planning priorities and address the social determinants of health. This paper describes a novel method for evaluating councils' performance against these requirements. MethodsDeductive content analysis was used to categorise all actions in 14 local government MPHWPs against Victorian state priorities as well as against social determinants of health policy areas. ResultsMore than 1,000 actions were identified. However, fewer than half directly addressed a state priority, with many actions addressing policy areas known to be broader determinants of health. In particular, there was a marked focus on leisure and culture, and on building social cohesion through changes to living and working conditions. ConclusionsCouncils are working beyond state priorities and there was a clear emphasis on addressing the diverse upstream ‘causes of the causes’ of health, rather than health promotion behaviour change programs. ImplicationsThe approach for data analysis and presentation provides a useful method for rapid appraisal of health and wellbeing actions relative to councils', and the State's, responsibility and efficacy in public health.

Multi-disciplinary design investigation of propulsive fuselage aircraft concepts

Purpose Motivated by the potential of gaining noticeable improvements in vehicular efficiency, this paper aims to investigate the benefits attainable from introducing a more synergistic propulsion/airframe integration. In previous work, the concept of a boundary layer ingesting propulsor encircling the aft section of an axisymmetric fuselage was identified to be particularly promising for the realisation of aircraft wake filling, and hence, a significant reduction of the propulsive power required. Design/methodology/approach After reviewing the theoretical principles of the propulsive fuselage concept, a book-keeping and model matching procedure is introduced, which is subsequently used to incorporate the numerically computed aerodynamic characteristics of a propulsive fuselage aircraft configuration into a propulsion system (PPS) sizing and performance model. As part of this, design heuristics for important characteristics intrinsic to propulsive fuselage power plants are derived. Thereafter, parametric study results of the PPS are discussed, and the obtained characteristics are compared to those of a conventionally installed power plant. Finally, the impact of the investigated PPS on the integrated performance of a propulsive fuselage aircraft concept is studied, and the results are compared and contrasted to previously conducted analyses based on semi-empirical characteristics. Findings It was found that the aircraft-level benefit originally predicted based on semi-empirical methods could be confirmed using the numerically derived PPS design heuristics, specifically an improvement in vehicular efficiency of 10.4 per cent over an advanced conventional reference aircraft. Practical implications The approach presented in the paper may serve as a guideline when incorporating the results of high-fidelity aerodynamic methods into a PPS sizing and performance model suitable for aircraft-integrated assessment of a propulsive fuselage concept. The vehicular efficiency potentials offered through the synergistic PPS integration approach are highlighted. Originality/value The paper contributes to a deeper understanding of the characteristics of a boundary layer ingesting fuselage fan (FF) power plant relative to a conventionally installed PPS. In addition, a set of PPS design correlations are presented allowing for the integrated sizing of a FF power plant.

A radical agenda for enabling organisation transformation through work-applied learning

Purpose The purpose of this paper is to challenge how we have traditionally thought about organisations and introduce two frameworks to enable us to understand how change in organisations might be facilitated better. Design/methodology/approach The paper discusses organisations as complex adaptive systems and uses complexity theory to inform two new frameworks for facilitating organisational learning and change. Findings In order for organisational learning to occur we need to change our mind-set of how we see organisations and to think of learning not just as individual but also as generative “communicative action” that emerge out of collaborative relationships. Research limitations/implications The frameworks proposed are grounded in organisational learning literature and the experience of the author. The proposed agenda for organisational learning has yet to be acted upon and evaluated. Practical implications The frameworks can be used to enhance understanding of learning and change in organisations. The agenda for enabling organisational transformation identifies key steps to put the ideas developed in the paper into practice. Social implications The approach advocated for use within organisations is one of empowerment and collaboration rather than top down direction. Originality/value The paper introduces new frameworks and a practical agenda to bring about organisational transformation through work-applied learning.

The use of participatory action research to design a patient-centered community health worker care transitions intervention

BackgroundPolicymakers, patients and clinicians are increasingly eager to foster patient involvement in health care innovation. Our objective was to use participatory action research with high-risk hospitalized patients to design a post-hospital transition intervention. MethodsWe conducted qualitative interviews with sixty-five low-income, recently hospitalized patients exploring their perceptions of barriers to post-hospital recovery and ideas for improvement. We then used a modified grounded theory approach to design an intervention that would address each barrier using patients׳ suggestions. ResultsFive key themes were translated into design elements. First, patients wished to establish a relationship with healthcare personnel to whom they could relate. The intervention was provided by an empathic community health worker (CHW) who established rapport during hospitalization. Second, patients suggested tailoring support to their needs and goals. CHWs and patients designed individualized action plans for achieving their goals for recovery. Third, patient goals were misaligned with those of the inpatient team. CHW facilitated patient-provider discharge communication to align goals. Fourth, patients lacked post-discharge support for predominantly psychosocial or financial issues that undermined recovery. CHWs provided support tailored to patient needs. Finally, patients faced numerous barriers in obtaining post-hospital primary care. CHWs helped patients to obtain timely care with a suitable provider. ConclusionsLow-income hospitalized patients voiced needs and suggestions that were directly translated into the design of a scalable patient-centered CHW intervention. ImplicationsThe approach of using participatory action research to tightly mapping patient input into intervention design is rapid and systematic strategy for operationalizing patient involvement in innovation.

Certification of maintenance providers: a competitive advantage

PurposeThe purpose of this paper is to synthesize some relevant norms, namely European norms (EN), to the maintenance field.Design/methodology/approachThe methodology is based on the conjunction of the most relevant norms to the maintenance field that represent a coherent set of tools to aid maintenance activity and maintenance companies to achieve a new level of competitiveness.FindingsUntil now, the companies have not given relevance to specific certifications, such as PAS 55 or NP4492. But, with the increase of competitiveness and the market more and more exigent, it is necessary to introduce this new paradigm to raise the maintenance activity at an upper level.Practical implicationsThe approach presented in the paper constitutes a base for an upper level of competitiveness among companies, based on common standards that make the maintenance activity more exigent and transparent.Originality/valueThe paper presents a conjunction among standards, including the newest ones, that constitutes a new vision for maintenance providers, representing a definitive contribution for a new positioning of the maintenance market.

Effect of magnetic field on thermocapillary convection in a system of two immiscible liquid layers in a rectangular cavity

PurposeThe purpose of this paper is to conduct a numerical study of the effect of magnetic field on thermocapillary convection of a two layered system of Newtonian fluids, confined in a rectangular cavity. The flow within the cavity is subject to the horizontal temperature gradient. Attention is focused on how the heat transfer and flow properties are affected subject to the applied magnetic field, particularly in the lower layer. For this purpose, the fluid combinations of di‐Boron Trioxide (B2O3) over Gallium Arsenide GaAs (III‐V), and Silicon oil 10 cSt over Fluorinert FC 70 are considered in the present study.Design/methodology/approachThe non‐linear two‐dimensional vorticity transport equations along with the energy equations are solved for the two liquid layers using the Alternate Direct Implicit method, whereas the elliptic partial differential equations of the stream function are solved using the Successive Over Relaxation method.FindingsIt was found that despite the significant reduction of flow in the two layers, the number of cells in the lower layer increases with the increase in Hartmann number Ha. However, the flow intensity decreases with the increase in Hartmann number. This decrease is more pronounced in the lower layer, as compared to the upper layer. The numerical scheme employed for the solution is found to be in good agreement with the previous work.Research limitations/implicationsThe analysis is made for two layer liquid system with undeformable interface and free surface. The detailed study of the effect of magnetic field on oscillatory Marangoni convection in two layer system with deformable interface is left for future work.Practical implicationsThe approach is useful in optimizing the flow properties of the fluids in a two layer system, particularly the lower layer, to yield the results of potential practical interest.Originality/valueThe results of the study may be of some interest to researchers in the field of semiconductor technology, as the melt control is intensively investigated for the development in the manufacture of defect‐free semiconductors and crystals.

E‐commerce websites for developing countries – a usability evaluation framework

PurposeThe purpose of this paper is to develop a methodological usability evaluation approach for e‐commerce websites in developing countries.Design/methodology/approachA multi‐faceted usability evaluation of three Jordanian e‐commerce websites was used, where three usability methods (user testing, heuristic evaluation and web analytics) were applied to the sites.FindingsA four‐step approach was developed to facilitate the evaluation of e‐commerce sites, mindful of the advantages and disadvantages of the methods used in identifying specific usability problems.Research limitations/implicationsThe approach was developed and tested using Jordanian users, experts and e‐commerce sites. The study compared the ability of the methods to detect problems that were present, however, usability issues not present on any of the sites could not be considered when creating the approach.Practical implicationsThe approach helps e‐commerce retailers evaluate the usability of their websites and understand which usability method(s) best matches their need.Originality/valueThis research proposes a new approach for evaluating the usability of e‐commerce sites. A novel aspect is the use of web analytics (Google Analytics software) as a component in the usability evaluation in conjunction with heuristics and user testing.

A procedure to analyse the strategic outliers and the multiple motivations in a contingent valuation

PurposeThe purpose of this paper is to describe a methodological approach to analyse the strategic outliers and the multiple motivations in a contingent valuation used for a real policy case study.Design/methodology/approachThe used approach rationalises the cross comparison of the overall different information levels obtained by the survey to outline a qualitative‐quantitative pattern of the relations between the rationale and other motivations of preference behaviours.FindingsThe paper found that no assumption or investigation tool used alone was sufficient to explain the respondents elicited preferences. The results confirm that those who are willing to pay also hold significant motives other than the rationale ones influencing their decisions.Research limitations/implicationsThe approach allows to reasonably rule the sharing‐out of true zero values from “protest zeros” avoiding the risk of arbitrarily excluding valid data from the CV analyses.Practical implicationsThe approach may overpass the reasons behind the provision point mechanism; hence, the authors suggest to extend this procedure to divergent environmental contexts to verify the generality of the methodology.Originality/valueThe adopted procedure shows that the use of monetary estimates of ecological services to support sustainable decision processes can be acceptable if coupled with the multiple motivations that hold them.

Performance of rice straw‐based composites using environmentally friendly polyalcoholic polymers‐based adhesive system

PurposeThe purpose of this paper is to study the possibility of preparing high performance, agro‐based composites from rice straw, using eco‐polyalcohol polymers‐based adhesive system. The utilization of rice straw (undesirable biowastes) for the production of high quality biocomposite products, will add economic value, help to reduce the environmental impact of waste disposal and, most importantly, provide a potentially inexpensive alternative to the existing commercial artificial wood‐panels.Design/methodology/approachSimple synthesizing and optimizing the polyalcohol polymers‐based non‐toxic adhesive system were carried out, by blending corn starch, as natural polyalcohol polymer with polyvinyl alcohol, as synthetic polyalcohol polymers‐based adhesive (St/PV adhesive), at temperature ∼75°C. The percentages of adhesive components, type of starch, bonding temperature and time were optimized. Assessment of the synthesized adhesive was performed from its adhesion behavior (bond strength), in comparison with commercial thermosetting resin (urea‐formaldehyde), as well as the properties (mechanical and physical properties) of the composites produced. The effects of amount and type of water resistance co‐additives (paraffin wax and polyester), on mechanical properties of RS‐based composite were also optimized.FindingsThe promising adhesive system exhibits improved performance over a previously commercially HCHO‐based adhesive (UF), and results bonding strength 9.8 N/mm2, as well as MOR, IB and TS of RS‐based composites up to 31 N/mm2, 0.49 N/mm2 and 20%, respectively.Research limitations/implicationsThrough the studied eco‐adhesive with relatively high natural polyalcohol polymer (starch) in presence of water‐resistance additive (PE) provided a good bonding strength and comparative RS‐based composite properties, with that produced from commercial UF. For the mechanical properties (MOR and IB) are complied the standard values; while water resistance is still higher. Further study is needed to solve this problem.Practical implicationsThe approach provided a HCHO‐free adhesive with good bonding strength, comparative board strength and water resistance, reasonable working life, and without formaldehyde emission. Starch‐based adhesive with low percentages of polyvinyl alcohol is considered a promising inexpensive alternate adhesive in wood industry based on rice straw wastes, which traditionally required expensive pMDI.Originality/valueThe paper provides a potential way to utilise undesirable rice by‐product (RS), corn starch as industrial raw material. This will benefit farmers significantly. Meanwhile, the modified starch adhesive with low percentage of PVA is promising to partly or completely replace urea formaldehyde resin and pMDI that are mainly used in wood industry, or pMDI in RS‐based artificial wood, avoiding formaldehyde emission or toxic gases during exposed to burning, and reducing the dependence on petroleum products.

A process‐based operational framework for sustainability reporting in SMEs

PurposeThe paper aims to support small and medium enterprises (SMEs) in overcoming the difficulties they encounter in initiating sustainability reporting, proposing a “general” process for identifying a standard set of key sustainability indicators, that is specifically tailored on SMEs characteristics.Design/methodology/approachThe paper moves from the analysis of the existing international frameworks for sustainability reporting, and it discusses the main motivations whereby they are hardly applicable for SMEs. Then, it proposes a theoretical approach, which derives the set of key sustainability indicators starting from GRI, but explicitly considering SMEs specificities.FindingsThe paper presents and discusses the application of the proposed approach to a network of Italian steel SMEs.Practical implicationsThe approach proposed can support SMEs to face the problems they face in implementing sustainability reporting (resource and capability constraints and lack of operative instruments to support them), helping them to derive financial benefits arising from more sustainable choices.Originality/valueContrary to most existing international reporting guidance, this work does not seek to identify a set of general purpose key sustainability indicators (KSIs). Instead, the paper sets out a “general” process for obtaining a standard set of KSIs for use by any promoting organisation, whether a public administration seeking to reinforce sustainability strategies, or a trade association looking to support proactive SMEs.

Connecting the voices of users, caregivers and providers on service quality

This article aims to discuss the relevancy of different instruments used to gather information on homecare service quality from multiple stakeholders and the challenges encountered when trying to blend their views for prioritizing areas needing improvement. The study centers on four homecare agencies: one public, one private for-profit and two not-for-profit services, implementing continuous quality improvement (CQI) programs. Various instruments were tested with random and convenience elderly service user, family caregiver and front-line worker samples. Instrument evaluation included operational effectiveness and agency manageability. A qualitative approach, centered on small stakeholder samples, is fairly effective at assessing service quality, yet demands a strong commitment from agencies in personnel time and resources, as well as the necessary skills. Small-size, private homecare providers seem less-well equipped to handle comprehensive assessments without external support More importantly, assessments have to be done strategically, such that timing and work needed does not undermine program viability. The approach and instruments tested have practical implications for decision makers and homecare organization managers interested in CQI. The article systematically evaluates quality assessment and priority-setting instruments applied to various stakeholders and homecare settings.

Mining consumer dialog in online forums

PurposeThe paper's aim is to mine and analyze opinion formation on the basis of consumer dialogs in online forums.Design/methodology/approachThe study identifies opinions, communication relationships, and dialog acts of forum users using different text mining methods. Utilizing this data, social networks can be derived and analyzed to detect influential users and opinion tendencies. The approach is applied to sample online forums discussing the iPhone.FindingsCombining text mining and social network analysis enables the study of opinion formation and yields encouraging results. Out of the four methods employed for text mining, support vector machines performed best.Research limitations/implicationsThe data set applied here is fairly small. More threads on different products will be considered in future work to improve validation.Practical implicationsThe approach represents a valuable instrument for online market research. It enables companies to recognize opportunities and risks and to initiate appropriate marketing actions.Originality/valueThis work is one of the first studies that combine communication content, relationships and dialog acts for analyzing opinion formation.