Customers’ opinions on social network platforms are known to influence peer behaviour (Bai, 2011; Eirinaki, Pisal, & Singh, 2012). Customers are also known to be more engaged in sharing their experiences by writing online reviews and recommendations that may be useful to others (Cantallops & Salvi, 2014; Tang & Guo, 2015; Xu & Li, 2016). Actually, user-generated content (UGC) on social network platforms has emerged as an important source for understanding and managing consumers’ expectations, particularly using automated and semi-automated knowledge extraction techniques from text such as text mining and sentiment analysis (Zhang, Zeng, Li, Wang, & Zuo, 2009). This research analyses dimensions of online customer engagement and associated concepts in customers’ reviews through (i) a global sentiment analysis using positive, neutral and negative sentiments and (ii) a topic-sentiment analysis to capture latent topics in online reviews. Furthermore, it examines what influences customers to contribute their online reviews, beyond the features of each focal company or brand. The research methodology is based on a text mining approach, using the MeaningCloud tool. The study focuses on Yelp.com reviews and includes a random sample of 15,000 unique reviews of restaurants, hotels and nightlife entertainment in eleven cities in the USA. An innovative customer engagement dictionary is created, based on previously validated scales using known dimensions of engagement, experience, emotions and brand advocacy, and extended using WordNet 2.1 lexical database. The research findings reveal a high impact of the engagement cognitive processing dimension and hedonic experience on customers’ review endeavour. The study results further indicate that customers seem to be more engaged in positively advocating a company/brand than the contrary. The findings will help social network managers to reinforce their platforms.

The purpose of this study was to determine the social engagement network in Sido Muncul’s CSR, the partnership program with farmers, and how the implementation of corporate social entrepreneurship in the program is carried out. The research design uses qualitative methods with a grounded theory approach that tests the validity and reliability of the data using triangulation of data sources and methods, namely, data obtained through documentation and the results of surveys and interviews to more than one observation unit. Data was obtained from surveys and interviews with Sido Muncul’s Public Relations and CSR Division, as well as partner farmers. The results of this study indicate that the social engagement network in Sido Muncul’s partnership program is related to the role of farmer groups, farmer cooperatives, government, NGOs, universities, and private companies as facilitators and control functions, thus creating mutually beneficial relationships with one another. The process of implementing corporate social entrepreneurship in Sido Muncul’s CSR for the partnership program with farmers consists of nine stages: problem identification, coordination with related parties, allocation of resources and commitments, collaboration with NGOs, local entrepreneurs and government, social innovation and the creation of new businesses, documentation of activities, reporting, monitoring and evaluation, as well as publications.