2, Papers and Proceedings of the Twenty-Eighth Annual Meeting, By clicking accept or continuing to use the site, you agree to the terms outlined in our. Toward a strategic research agenda, The Journal of Strategic Information Systems, Romero DM, Galuba W, Asur S, Huberman BA Influence and passivity in Social Media. Received 2020 Jan 17; Accepted 2020 Jul 13. 0000059304 00000 n To the best of our knowledge, no surveys have been conducted so far on the intermediary role of KM between SM and the quality of services. Keeping in mind that the creation and collection of knowledge does not guarantee its efficient immediate use, Muller and Doloreux [39] show the importance of storing knowledge to quality service and the possibility of using it without time constraints. The rule that corresponds to Node 3 indicates that the high importance of SM in terms of the visibility of clients is sometimes not a prerequisite for a high importance of SM to KM (but only for 15% of companies). Social media are defined as a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation QA~S|>S-(E`/4int6m^YUOZkCSP57C'mXq>'rQ5&%;%\eP)}.

During the generation of the tree, the importance of individual attributes in the discrimination of target classes as the sum of the qualities of all divisions in which this attribute participated was also taken into account. The information about client business intention (a5), has the highest importance for KM (45% of the importance of all activities), but has no direct relevance to the quality of IT services. Guided by this idea, Scarso and Bolisani [34] later offered empirical evidence that, most notably, companies providing IT services went through complex processes and a series of cognitive interactions and that the quality of service itself depended on all the elements of the KM process.

0000016728 00000 n By: Andreas M. Kaplan, Michael Haenlein The concept of Social Media is top of the agenda for many business executives today. The results reveal that IBEX 35 companies consider of great relevance their corporate profiles on social media, as well as their frequent updating and professionalized management, and the respondents understand the conversational nature of social networks, although, they are using these channels mainly for informative goals. The CART classification model implies that the target variable is categorical. The research model, the development of the hypotheses, and an explanation of the implementation of the survey and the Decision Tree Model are presented in the third section, while in the fourth section the hypotheses are tested; this is followed by a discussion in the fifth section. Therefore, these two activities of clients on SM, which were recognized as important to the quality of service, can be used directly from the KM system for the improvement of the IT services of the IT companies considered here. The leaves of the tree present groups of cases that have high or low importance in terms of SM for KM. [61] emphasize the possibility of presenting information about organizational activities within the company, which can serve to increase internal knowledge, but also to increase the knowledge of business partners as a special feature of SM in B2B relations. Decision makers, as well as consultants, try to identify ways in which firms can make profitable use of applications such as Wikipedia, YouTube, Facebook, Second Life, and Twitter. The quality of service rating was obtained on the basis of the average value of 6 attributes: quality rating of IT service, quality rating of the information system, quality rating of the process, the customer satisfaction rating, the assessment of service behaviour and the value of service [52]. In addition, it provides empirical support for studies examining whether KM can operate as an intermediary between an IT platform (SM in this analysis) and organizational efficiency. Fig 3 shows the intermediary effect of KM between SM and IT SQ as well as the hypotheses that were confirmed. 0000059843 00000 n The contribution of the personal information that clients present on SM (c1) to SM importance toKM is 6%. In the literature, there is no universal agreement on the types of SM elements or activities and, therefore, it is possible that their different composition could lead to different outcomes of the analysis. Computer Science. 0000008692 00000 n &? the overall quality of knowledge. However, some authors disagree on the attributes to be used to measure the quality of IT services [51].

But, contrary to this belief, the creation and exchange of user-generated content existed long before. In addition, the DT method does not require the specification of a functional form or the verification of the multicollinearity of factors, which is a common problem in regression analysis [24]. Furthermore, our findings, unlike previous results, which were based on analyzes of individual impacts, give an insight into the interactive relationships between the observed variables, which, as far as we know, have not been offered in the literature so far. Bethesda, MD 20894, Web Policies Although the DT method has several advantages, as pointed out earlier, it does not detect causal relationships between variables. WebKaplan and Haenlein have proposed a classification system for marketers based on two factors: (1) Media Richness (2) Self-disclosure Media Richness

The nodes of a tree-like graph generated in such a way are leaves corresponding to individual classes (where the purity of a data set corresponding to a leaf does not have to be 100%, but only of a satisfactory degree of homogeneity). Instagram let anyone has the opportunity to attract other user attention by doing social construction from its of the contents through his

In addition, they were asked to forward the survey to the addresses of the companies they cooperate with, which deal with the same activities. Try again later. H\n0.

It is obvious that, in order to assess the quality of the IT services they offer, the analyzed companies need inexpensive access to the databases of generated content. The second part served to investigate the influence of four KM functions on the quality of the analyzed service that companies offer. 0000009220 00000 n WebClassification of social media presented by Kaplan and Haenlein (2010) Source publication A Survey of User Modelling in Social Media Websites Article Full-text The https:// ensures that you are connecting to the 0000007935 00000 n In Proceedings of the 14th international academic mindtrek conference: Envisioning future media environments 2010; 228236 doi: 10.1145/1930488.1930536, DiMicco J, Millen DR, Geyer W, Dugan C, Brownholtz B, Muller M Motivations for social networking at work. Social Media Social Media offers consumers less privacy and anonymity than does traditional media. 0000005673 00000 n In addition, thanks to these findings, managers of some companies might find reasons for certain failures in the processes of establishing KM. Before The challenges and opportunities of Social Media, Kietzmann JH, Hermkens K, McCarthy IP, Silvestre BS, Social Media? In the IT services sector, using the example of Greek tourism companies, Sigala and Chalkiti [6] prove that KM plays an important role as an intermediary between SM activities and the creativity of their employees. 0000003532 00000 n endstream endobj 83 0 obj <>/Metadata 21 0 R/Outlines 18 0 R/Pages 20 0 R/StructTreeRoot 23 0 R/Type/Catalog/ViewerPreferences<>>> endobj 84 0 obj <>/Font<>/ProcSet[/PDF/Text]>>/Rotate 0/StructParents 2/TrimBox[0.0 0.0 439.37 666.142]/Type/Page>> endobj 85 0 obj <> endobj 86 0 obj <> endobj 87 0 obj <> endobj 88 0 obj <> endobj 89 0 obj <> endobj 90 0 obj [107 0 R] endobj 91 0 obj <>stream Given that the potentials of SM, knowledge management and value-creation are perceived from multiple perspectives, and that this study provides insights from one perspective only (that of IT companies), an interesting possibility has been created to complement these findings with future research which would use other perceptions. Model 4 examines which SM offers exert a direct importance toIT service quality (hypotheses H6a-H9a).

For this reason, individual differences in the estimates of the importance of SM activities for KM processes should not be neglected, and neither should the differences in terms of the perception of the mediating role of KM between SM and the assessment of service quality.

Peregrine Technical Solutions LLC (Peregrine) is a small disadvantaged business, 8(a), Alaska Native Corporation (ANC), operating with a primary NAICS code of 541513, under the three-year size standard under $27.5M. Based in Hampton Roads, Peregrine was founded in 2011 to meet the expanding requirements of Cyber offense/defense activities, including full-spectrum Information Operations (IO) and security engineering.

Lepmets et al. creating new knowledge and knowledge sharing (in this case, knowledge transfer from the provider to the user and from the purchaser to the user). The .gov means its official. In Model 2, information about the business intentions of clients that is presented on SM is most important for KM (a5) (this activity alone accounts for 45% of the importance of all client activities on SM). As with all research, this study has certain limitations. Thanks to the monitoring of the important activities, the analyzed companies can, on the one hand, create a service that meets consumer demands more effectively, which increases the customer's positive attitudes towards the service and encourages loyalty [58], and on the other, by monitoring the work of clients employees, as previously noted by Tapscott and Williams [89], they can implement an action of interpretation of the initiatives and actions of others and use them to increase consumer value. HHS Vulnerability Disclosure, Help The author(s) received no specific funding for this work. 0000004884 00000 n 3b3- Information on the behaviour of employees and experts while working on projects. In addition, this research was done only in relation to European companies offering IT services, a and given that there is a wide range of KIBS companies, it would be interesting to observe the difference in the findings depending on what service the company offers and in which market it operates. If this knowledge, gathered from SM, is used, even if there is no sharing knowledge and experience through SM, this is relevant to a high KM importance to the quality of service (Node 4). %PDF-1.4 % Consequently, the hypothesis H1 (with the sub-hypotheses H1.1 H1.7 shown in S1 Appendix) was defined to test the importance of SM visibility (and its associated activities) for KM in companies offering knowledge-based services: Thanks to various client activities, SM generates content that can be used independently of the time of creation, most often as inherited knowledge [65]. WebSocial media metricsA framework and guidelines for managing social media. When the contributions of all the attributes are calculated they are, then, scaled by values from 1 to 100. The results of this study will particularly contribute to the literature based on the research of the relationship between SM and B2B business. However, causality between the predictor and the target variable cannot be discussed when interpreting the results (see clarification in S3 Appendix). 0000050159 00000 n

The applied DT method generated models with good accuracy (accuracy from 69% to 76%), which confirms that this method is suitable for analyzing the relationship between SM, KM and IT service quality. After the transition from an industrial to an information economy, and, thus, the shift in focus from material to intellectual resources, knowledge management (KM) has become an interesting and necessary concept in overall enterprise management. Social media are defined as a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content (Kaplan and Haenlein 2010, p. 61). Without any doubt, social media and UCG have become a reality for millions of individuals and corporations. The result obtained by analyzing the direct importance of individual activities to the KM support of the services quality shows that the set of activities by which clients show their user experience are the most important.

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Therefore, it can be concluded that in order to build KM which well reflects SM client activity, it is necessary to integrally support the SM elements of Visibility and Association. It can be concluded that to achieve good KM support for IT service quality, monitoring the need of clients for information on the technologies and services they use and examining the previous contribution of their employees on SM is of crucial importance. According to the results, it is especially important to motivate users to take greater part in activities by which they leave information about the technologies and services they use in conjunction with information related to sharing knowledge and their experience with other participants, and information that emphasize their own reputation, which is in line with the findings in [92].

0000011904 00000 n Based on this information, staff competencies and their willingness to implement the offered services can be analyzed, and the success of the services depends on these parameters to a great extent. Dr Armistead received his PhD in IW and has written three books. We will now provide more detail on each of these six different types of Social Media, and discuss the challenges and opportunities they offer companies. In this way, this evidence from the analyzed companies becomes guidelines when making decisions on business performance, but also decisions on the capacities and the engagement of the resources on which they depend. BP.PHeDDuj%%:S&2&4I\6lBT4~Tt 57%k5ZBn!4 0000007460 00000 n Although they have also received some attention in the academic. Therefore, when building efficient KM, special attention should be paid to the formalization of information related to this activity. Model 3 tests the importance of KM elements tothe quality of IT services (hypotheses H5.1-H5.4). 0000003837 00000 n This item is part of a JSTOR Collection. The induction of the tree is finished when divisions are no longer possible (there is only one example in a divided set or all of the examples belong to a single class; that is, when the purity of the obtained set is 100%) or according to a certain criteria defined by the user, such as the maximum depth of the tree. [51] recommend a combined internal-external measurement approach, based on the literature review of 90 papers on the quality of IT services. hbbf`b`` e~ n3H1H&X cCc:ccC(3-.mVL30c(wp##/v1F\=eF&FkF}vbcvw>033Nqc )@ @~ vJp8TV LA

government site. As we have pointed out, European IT companies operate in a highly competitive environment and with the quality of their services they have to compete with American, Japanese and numerous Asian companies. In order to determine if the conclusions reached by this study can be generalized for different industries, it would be interesting to study other sectors as well. Collecting knowledge as a function of total KM helps the company identify, acquire and, if necessary, accumulate knowledge [81]. KM has been analyzed by gathering knowledge, creating new knowledge, storing and sharing it [31]. The growth of the number of companies in this industry using SM for their business is to be expected in relation to future studies, which would increase the sampling framework. 0000018642 00000 n Originality/value This viewpoint provides insights to anyone who is interested in researching consumer use of social media or using social media in a managerial context. Moving along the path from the root to the leaves, if-then rules are derived, defining the interactions of specific SM elements that determine the low or high importance of SM to KM (Table 2). The challenges and opportunities of Social Media. 0000009290 00000 n FOIA WebAbstract - It is undeniable that Instagram social media has entered in all aspects of communication.At first Instagram just sharing moments of photos and videos and then used for trading and spreading information. INTRODUCTION: The term "social media" refers to a series of technical applications and websites that were initially created to facilitate interpersonal social interactions. In the context of service quality, Stewart and Waddell [43] proved a direct dependence between KM and the quality management of services provided to users, as was also demonstrated later by Scarso and Bolisani [34]. The analysis further showed that KM functions should not be treated as equal and that the KM function of knowledge storage has the biggest impact on the quality of services in the analyzed group of companies. By analyzing in which new IT technologies or services clients are interested, the quality of offer in the future can be increased. [38] argue that in companies where innovation is a business imperative, and especially for companies offering knowledge-based services, the emphasis should be placed on: increasing, i.e. All relevant data are within the manuscript and its Supporting Information files. This paper contains practical insights on the consumer use and business potential of social media applications. The review of the key areas of academic discussion in this field (KM, the quality of IT services, and social media, as well as their relationships), was a motivation to conduct a detailed study which would investigate the link between SM and KM practices, and KM and the quality of IT services. 0000010506 00000 n

The rule that corresponds to Node 8 indicates that even only storing knowledge about clients taken from SM is relevant to a strong KM importance to the quality of service, regardless of the low level of knowledge collection and sharing with clients via SM. If used efficiently, it can contribute to creating new knowledge and improving the companys business operations [82], or else, it can be in significant and positive correlation with the companys performance [83]. In that sense, it was first necessary to investigate which SM possibilities and activities (which influence KM) have a direct importance toservice quality (hypotheses H6a-H9a in S1 Appendix). However, SEM models have a substantial flaw, since if important hypothesis on dependency is omitted from the model, it will not be detected. Zhang et al. 0000008371 00000 n

In terms of IT innovation, Lin and Lee [33] also showed that managers needed to develop strategies that would take all KM elements in consideration. 0000004779 00000 n Exploring the roles of social capital and organizational knowledge management, Customer knowledge management via Social Media: the case of Starbucks, Co-creation: Toward a taxonomy and an integrated research perspective, International journal of electronic commerce, Social media use in organizations: Exploring the affordances of visibility, editability, persistence, and association, Annals of the International Communication Association, Users of the world, unite! [76] have shown, thanks to social media connections, participants demonstrate a willingness to work as a team and make efforts to contribute to a positive outcome of the collective task, rather than through traditional business collaboration. NG endstream endobj 202 0 obj 296 endobj 113 0 obj << /CropBox [ 0 0 595.276 793.701 ] /Annots [ 140 0 R 141 0 R 142 0 R 143 0 R ] /Parent 105 0 R /B [ 144 0 R 145 0 R 164 0 R ] /Contents [ 175 0 R 177 0 R 179 0 R 181 0 R 183 0 R 185 0 R 189 0 R 191 0 R ] /Rotate 0 /MediaBox [ 0 0 595.276 793.701 ] /Thumb 48 0 R /Resources 165 0 R /Type /Page >> endobj 114 0 obj << /First 115 0 R /Count 25 /Last 115 0 R >> endobj 115 0 obj << /First 116 0 R /Parent 114 0 R /Dest (Title) /Count 24 /Last 117 0 R /Title (Users of the world, unite! (( x9F9!A Editability represents the ability to strategically edit information about yourself and/or your company in order to invite a targeted response from other users, while association is the possibility of using SM for the purposes of networking and sharing resources with other system users. The first step determined the independent variables that are relevant in evaluating the dependent variable. The concept of Social Media is top of the agenda for many business executives today. 1) Self-Disclosure 2) Media Richness Which of the following is superior in terms of its time to delivery and ability to be altered?

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