Successful customer knowledge management implementation through social media capabilities

Customer values and patronage intention in social media networks: mediating role of perceived usefulness

Purpose

This paper aims to validates a framework using the Uses and Gratifications Theory (UGT) to study the effect of values, i.e. Functional Value (FV), Social Value (SV), Emotional Value (EV) and Monetary Value (MV), on the Patronage Intention (PI) of Social Network Users (SNU’s) with mediating role of Perceived Usefulness (PU).

Design/methodology/approach

A survey method was used to collect responses from 302 SNUs, and the variance-based structural equation method was used to understand the relationships among the constructs.

Findings

The results found a significant positive effect of FV and EV on Perceived Usefulness (PU) and MV and PU on Patronage intention (PI) of SNUs. Further, PU partially mediated the relationship of EV with PI.

Originality/value

This study used the UGT to understand the effect of values on the PI of SNUs. This research study contributes to the existing social networks/social media literature.

Patterns of publications in social media-based co-creation: a bibliometric analysis

Purpose

Today social media capabilities have enabled businesses and enterprises to more collaboration, engagement and co-creation with their customers. So the current paper expands on this notion. The aim of this study is a bibliometric analysis to examine the trends of publications in the field of co-creation based on social media.

Design/methodology/approach

To data collection of quantitative analysis, Scopus database was selected and the collected data were analyzed using Bibliometrix-package. The Web of Science also was selected to retrieve highly cited and hot papers for qualitative part of analysis besides top 10 Scopus highest citation per year documents on June 6, 2020.

Findings

The results indicate insights into research trends pertaining to social media-based co-creation, as follows: starting jump to the publications occurred in this researches from the year 2008 and the growth trend is progressing in recent years; the stressful points are “co-design,” “co-creation” and “value co-creation” and concepts such as “open innovation,” “co-innovation” and “co-new product design” are new topics that guide future direction; the USA and UK are leaders in number of multiple and single publications; the most active and top journals that are better suited to achieving a high citation rate per year for a related paper were introduced. In addition, the top documents and highly cited papers were qualitatively analyzed on the basis of times cited per year.

Research limitations/implications

The current study is not free of limitations. The database was limited to only Scopus. So the patterns and trends generated in the study may not be generalized to all social media-based co-creation research. Of course, the authors did not intend to ignore other contributions. It is mainly because of the number of documents retrieved from Scopus database and the coverage, Scopus was selected. Moreover, other types of research techniques such as correspondence analysis can be incorporated to generate additional meaningful insight.

Originality/value

In this time of social media and user-generated content portals, co-creation through social media has become quite popular. So the main innovation of this study is providing a visual presentation of the trends and patterns in the evaluation of social media-based co-creation from the first document about the research area published till 2020. The results of this paper can shed light on the factors that strengthen the contribution of studies in a research area. Generally, the bibliometric items the authors analyzed essentially show the entire field picture and guide researchers toward understanding future trends to produce impactful studies.

How Social Media Facilitates the Knowledge Management Process: A Systematic Review

The aim of this review is to present the social media roles that facilitate knowledge management processes. This paper used a systematic literature review method based on PRISMA guidelines. The literature search was conducted using the following five electronic scientific databases: Web of Knowledge, Science Direct, Emerald, PubMed and Scopus. The search identified 82 selected works and the findings showed that social media facilitates knowledge acquisition by being used as a source of knowledge, facilitating knowledge accessibility and influencing knowledge creation and creating an interactive environment. Social media has created a new dimension of knowledge organisation by evolving knowledge storage, retrieval and classification activities. Social media has developed into a new flexible form of user’s communication by removing knowledge-sharing barriers, and accelerated knowledge sharing, in particular collaborative sharing. Finally, social media facilitates knowledge application activities such as knowledge translation, decision-making, education, problem-solving, team work and research process. The knowledge activities in social media need to be monitored for quality and reliability, and endangerment of ethics, users’ privacy, fake news, false information and negative comments need to be maintained.

Toward an Integrated Framework of Corporate Knowledge Portals Vulnerabilities: Resolving KM Security Challenges

Recently, knowledge management (KM) has been considered as a strategic weapon in a competitive environment. Corporate knowledge portals are one of the popular KM mechanisms for managing organisational knowledge and implementing knowledge management systems (KMSs) which use the communication networks. Since these portals are one of the main sources of organisational knowledge, their security becomes more essential. Despite the importance of the knowledge portal security, there are few studies to identify and evaluate the vulnerabilities of knowledge portals. The main purpose of this study is to offer an integrated framework to recognise, categorise and prioritise the key knowledge portal vulnerabilities based on the ITU-TX-805 architecture in order to enhance the security of KMSs. To identify the knowledge portal vulnerabilities, related studies were reviewed and then using the survey method, the main categories and related items were weighted by KM experts. The results proposed a new framework for identifying and prioritising knowledge portal vulnerabilities by using ITU-TX-805 architecture. The framework contains three main categories of vulnerabilities such as network components, network activities, and network security dimensions. In KM initiatives implementation, knowledge sharing along with knowledge protection must be considered. The proposed framework identifies and prioritizes the main vulnerabilities of knowledge portals which must be considered to make secure knowledge sources. It can assist knowledge manager officers (CKOs) to identify vulnerabilities, strengthen the security of knowledge portals, and protect knowledge assets.

The Co-Evolution of IT, Knowledge, and Agility in Micro and Small Enterprises

Small firms facing today’s turbulent business environment often fail early in their life if they do not develop the necessary capabilities to survive. The main goal of this study is to investigate how IT and knowledge co-evolve, influencing a firm’s agility, within the context of micro and small enterprises (MSEs). Applying the resource-based view of the firm and dynamic capabilities, a multiple case study of eight firms was used to explore links among business, IT and knowledge strategies, resources, and capabilities. Links among IT and knowledge capabilities and firm agility were also explored. The results demonstrate that an MSE’s business strategy shapes, and is also shaped by, the firm’s IT and knowledge strategies; and that both IT and knowledge capabilities shape, and are shaped by, the firm’s agility, coevolving with it. By highlighting the important antecedents of small firm agility and presenting crucial links among agility, IT capabilities, and knowledge capabilities in MSEs, we encourage practitioners to think carefully about their IT and knowledge strategies and to rethink their use of firm resources and capabilities to develop agility in the face of environmental uncertainty and change.

A developed software agent-knowledge-assisted procurement management tool for retailing enterprise

Purpose

This study aims to develop a software agent-knowledge procurement management tool to address uncertainties from external and internal environments, such as record failure, slow logistics auditing and distribution delay toward improving procurement management in retailing enterprises.

Design/methodology/approach

Quantitative methodology was used to collect data using a self-administered survey from randomly selected procurement staffs, marketers and customers to measure their perception regarding the feasibility and acceptance of the implemented agent-knowledge-based procurement management tool.

Findings

Results from empirical analysis reveal that the implemented tool facilitates collaboration and interaction among buyers, sellers and procurement managers toward enhancing procurement managers’ flexibility to handle unexpected exceptions. In addition, results confirm the feasibility of the implemented tool in supporting procurement management toward handling inventory failure exception, which occurs in traditional procurement approaches. Moreover, descriptive results from user acceptance test verify that the tool was accepted by the respondents.

Research limitations/implications

The limitation of this study is that the implemented tool is evaluated using data collected from respondents in Malaysia retailing enterprise only; thus, the results cannot be generalized to other enterprises and country. In addition, research implications from this study design a methodological and comprehensive software agent-knowledge-based model that support buyers, sellers and procurement managers with information to facilitate buying and selling operations.

Practical implications

Practically, the designed software agent-knowledge-based model describes how software agents collaborate with each other to facilitate procurement tasks and also use the knowledge base in the implemented tool to provide information sharing platform that manages the dynamics of procurement operations.

Social implications

This research integrates software agents which are autonomous programs that carryout pre-defined task on behalf of end users. Socially, this study would be useful for procurement managers in developing mechanisms for instilling insights in retailing operations.

Originality/value

This research is among the first to attempt to develop a software agent-knowledge-based model to support procurement management in the retailing enterprise domain. It contributes to promote e-procurement practices by implementing a software agent-knowledge-oriented tool to address uncertainties experienced in retailing enterprise. It is envisaged that this study will provide basis for future research into e-procurement practices for retailing businesses in Malaysia and beyond.

Designing an integrated methodology for knowledge management strategic planning

Purpose

Today, knowledge extraction and sharing in the organizations have been positioned as one of the most significant managers’ priorities. However, despite huge investments in knowledge management (KM) area, the failure rates of these projects are high. One of the main reasons for these failures is the lack of a roadmap and a methodology for KM strategic planning which assist organizations to develop an integrated and aligned plan with business strategies which eventually reduces project’s failure rate. Yet, despite the extension of KM domain, little studies were conducted on strategic topics and especially KM strategic planning. Therefore, the purpose of this study is to offer an integrated methodology for KM strategic planning.

Design/methodology/approach

This study introduces a methodology for KM strategic planning by using the mixed methods. At the first stage, along with a comprehensive literature review, some semi-structured interviews with KM experts were conducted and the obtained data have been analyzed using the thematic analysis. After that, a survey is conducted to validate the extracted dimensions and activities of the proposed methodology via experts’ viewpoints.

Findings

The results of this study indicate that the main phases of the KM strategic planning methodology are as follows: strategic review, strategic orientation, implementation and evaluation. In the proposed methodology, main phases along with their related activities and their implementation order are presented as a roadmap for applying KM initiatives strategically.

Research implications/implications

In KM planning strategically, all phases of strategic management along with their related activities must be considered simultaneously. The proposed methodology can assist KM policy-makers to identify and guide KM initiatives as well as to perform appropriate actions for progress. This study tries to develop a coherent roadmap for knowledge initiatives by a strategic approach.

Originality/value

One of the major reasons for the failure of many KM projects is the absence of a strategic planning methodology. A review of the KM literature shows that there are few studies, which adequately integrate strategic KM planning process, yet most researchers view KM planning as the most difficult and complex part of KM implementation process. This study aims to introduce a novel methodology to KM strategic planning comprehensively. The main contribution of this study is to develop a new integrated methodology for strategic planning that considers the strategy formulation aspects along with strategy execution and control aspects, synchronously.