Social media analytics (SMA) practices are playing a vital role in improving online store performance by creating insights about customer preferences, trends, and behaviors. Social media analytics (SMA) practices are a critical contributor to boost online store performance by creating insights on customer preferences, trends and behaviors. The effective utilization of such analytics helps online retailers to adjust their marketing strategies, increase customer engagement, and ultimately boost their sales. This study examines the dynamic link between SMA and customer engagement in online retail firms with special focus on the moderating role of customer voice (promotive and prohibitive) in determining the performance outcomes. Specifically, it examines the impact of consumers' promotive and prohibitive voices on the relationship between customer engagement and online store performance. Using a time-lagged study and data obtained from 407 online stores across three survey waves, the findings show there is a strong positive relationship between SMA and customer engagement. In addition, both promotive and prohibitive customer voice are found to positively moderate the engagement-performance relationship, increasing the effect of engagement on operational outcomes. The study concludes with implications and future research directions.

This study investigates the influence of artificial intelligence-driven sustainable human resource management (AI-SHRM) on employee job engagement and resilience, with a particular focus on the mediating role of relational contracts. Anchored in the social exchange paradigm, the study examines how the fulfillment of relational contracts fosters positive work outcomes, thereby enhancing overall organizational performance. Additionally, this research explores the role of perceived artificial intelligence decision-making (PAIDM) in amplifying these outcomes by promoting fairness and transparency within HR practices. Utilizing data from a three-wave field survey of 481 respondents in China, the findings reveal that AI-SHRM significantly enhances relational contracts, leading to increased job engagement and resilience. Moreover, PAIDM serves as a significant moderating factor, intensifying the positive effects by strengthening perceptions of equitable treatment. This research advances both theoretical and practical perspectives on AISHRM, relational contracts, and the role of AI-driven decisions in contemporary workplace dynamics, offering critical insights for future organizational studies.