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The interaction between social media, knowledge management and service quality: A decision tree analysis
Ljiljana Kašćelan1, Mirjana Pejić Bach2, Biljana Rondović1
1Faculty of Economics, University of Montenegro, Podgorica, Montenegro.
Plos One
|August 4, 2020
Summary
Social media client activities significantly boost knowledge management (KM) effectiveness. KM functions are crucial for IT service quality, with specific social media strategies enhancing this relationship in B2B KIBS companies.
Area of Science:
- Business Operations
- Information Science
- Information Systems
Background:
- The literature lacks clarity on social media's impact on knowledge management (KM) effectiveness in business operations.
- Understanding the interplay between social media activities, KM, and IT service quality is crucial for B2B companies, especially Knowledge Intensive Business Services (KIBS).
Purpose of the Study:
- To investigate the importance of client social media activities for KM processes.
- To examine the relevance of KM functions in achieving IT service quality.
- To analyze the mediating role of KM between social media and IT service quality.
Main Methods:
- Decision tree method employed.
- Study conducted on a sample of B2B companies, specifically those offering Knowledge Intensive Business Services (KIBS).
Main Results:
- Client activities on social media (SM) are highly important for effective KM.
- KM functions significantly contribute to the overall quality of IT services.
- Specific SM activities and options were identified that indirectly enhance IT service quality assessment through KM.
Conclusions:
- Empirical evidence clarifies the role of KM in KIBS.
- Managers can leverage findings to define SM strategies for improved KM practices and enhanced IT service quality.
- This research provides a framework for optimizing SM utilization to boost business operations and IT service delivery.
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