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The interaction between social media, knowledge management and service quality: A decision tree analysis.

ABSTRACT: The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. Thirdly, we analyze to what extent KM mediates between SM and the quality of IT services, that is, which client activities on SM should be formalised in the form of KM processes so as to influence the quality of IT services. In order to asses these goals, the decision tree method was used at the sample of B2B companies, more specifically at the sample of those companies offering Knowledge Intensive Business Services (KIBS). The study has shown that: (i) SM client activities have the largest importance for building efficient KM; (ii) KM functions are relevante to the overall quality of IT services, and (iii) those SM options and activities have been identified, whose importance for the assessment of the quality of IT services is indirectly transmitted through KM. This paper offers new empirical evidence which can lead to a better understanding of the role of KM in KIBS. Thanks to the obtained findings, managers will be able to define the goals of their companies in relation to the utilization of SM, more specifically: their presentation on SM, monitoring the outcomes of the SM, usage improving their KM practices and, thus, define strategies to increase the quality of the IT services they offer.

SUBMITTER: Kascelan L

PROVIDER: S-EPMC7398501 | biostudies-literature | 2020

REPOSITORIES: biostudies-literature

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The interaction between social media, knowledge management and service quality: A decision tree analysis.

Kašćelan Ljiljana L Pejić Bach Mirjana M Rondović Biljana B Đuričković Tamara T

PloS one 20200803 8

The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be ...[more]

PMID: 32745126

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Project description:BackgroundSocial media can be used to engage consumers in hospital service design and quality improvement (QI) activities, however its uptake may be limited by a lack of guidance to support implementation. This article presents the perceived barriers and enablers in using social media for consumer engagement derived from an interview study with public hospital stakeholders.MethodsSemi-structured interviews with 26 Australian hospital service providers and consumer representatives. Data were analysed using a deductive content analysis method.ResultsData were collected between October 2019 and April 2020. Facebook was the platform most commonly used for consumer engagement activities. Barriers and enablers to social media-based consumer engagement were identified. The barrier themes were (1) fears and concerns; (2) lack of skills and resources for social media engagement; (3) lack of organisational processes and support; and (4) problems with social media platforms and the changing social media landscape. The enabler themes were: (1) hospitals facilitating access and use; (2) making discussions safe; (3) cultivating a social media community; and (4) building on success.ConclusionUsing social media to facilitate consumer engagement in hospital service design and QI activities is feasible and acceptable to service providers and consumers. Hospitals and their executives can create a supportive environment for social media-based engagement activities through developing clear governance systems and providing training and support to all users. Consumers need to be involved in co-designing social media-based activities and determining which forms of engagement are accessible and acceptable. For some consumers and service providers, barriers such as a lack of resources and distrust of social media companies might mean that social media-based engagement will be less acceptable for them. Because of this it is important that hospitals provide complementary methods of engagement (eg, face-to-face) alongside social media-based methods.

Dataset Information

The interaction between social media, knowledge management and service quality: A decision tree analysis.

Publications

The interaction between social media, knowledge management and service quality: A decision tree analysis.

Similar Datasets

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