“…There are various works which have been conducted in the domain of disaster management (Beigi et al 2016), such as studies on dispatching resources in a natural disaster by monitoring real-time tweets (Chen et al, 2016) and on exploring the application of social media by non-profit organisations and media firms during natural disasters (Muralidharan et al, 2011). Analysis of Twitter data has also been conducted by researchers in the domain of operation management; such analyses include capturing big data in the form of tweets to improve the supply-chain innovation capabilities (Tan et al, 2015), investigating the state of logistics-related customer service which is provided by e-retailers on Twitter (Bhattacharjya et al, 2016), examining the process of service recovery in the context of operations management (Fan et al, 2016), developing a framework for assimilating social media into the supply chain management (Sianipar and Yudoko, 2014;Chae, 2015), determining the ranking of knowledge-creation modes by using extended fuzzy analytic hierarchy process (Tyagi et al, 2016), exploring the amalgamation of conventional knowledge management and the insights derived from social media (O'leary, 2011), improving the efficiency of the knowledge-creation process by developing a set of lean thinking tools (Tyagi et al, 2015a), and optimising the configuration of a platform via the coupling of product generations (Tyagi et al, 2015b).…”