- -

Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case

RiuNet: Institutional repository of the Polithecnic University of Valencia

Share/Send to

Cited by


Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case

Show full item record

Leon, R.; Rodríguez Rodríguez, R.; Gómez-Gasquet, P.; Mula, J. (2020). Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case. Information Processing & Management. 57(4):1-16. https://doi.org/10.1016/j.ipm.2020.102237

Por favor, use este identificador para citar o enlazar este ítem: http://hdl.handle.net/10251/165604

Files in this item

Item Metadata

Title: Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case
Author: Leon, Ramona-Diana Rodríguez Rodríguez, Raúl Gómez-Gasquet, Pedro Mula, Josefa
UPV Unit: Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses
Issued date:
[EN] This paper analyses how the knowledge shared between employees and suppliers within a private enterprise social network affects process improvement. Data was collected from internal documents, and the internal and ...[+]
Subjects: Social network analysis , Knowledge , Process improvement , Principal component analysis , Structural equation modeling , Insurance supply chain
Copyrigths: Reserva de todos los derechos
Information Processing & Management. (issn: 0306-4573 )
DOI: 10.1016/j.ipm.2020.102237
Publisher version: https://doi.org/10.1016/j.ipm.2020.102237
Project ID:
info:eu-repo/grantAgreement/EC/FP7/324408/EU/Engaging in Knowledge Networking via an interactive 3D Social Supplier Network/
The research reported in this paper is supported by the European Commission for the project "Engaging in Knowledge Networking via an interactive 3D social Supplier Network (KNOWNET)" (FP7-PEOPLE-2013-IAPP 324408)".
Type: Artículo


Aboelmaged, M. G. (2018). Knowledge sharing through enterprise social network (ESN) systems: motivational drivers and their impact on employees’ productivity. Journal of Knowledge Management, 22(2), 362-383. doi:10.1108/jkm-05-2017-0188

Al Saifi, S. A., Dillon, S., & McQueen, R. (2016). The relationship between face to face social networks and knowledge sharing: an exploratory study of manufacturing firms. Journal of Knowledge Management, 20(2), 308-326. doi:10.1108/jkm-07-2015-0251

Alavi, M., & Leidner, D. E. (2001). Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues. MIS Quarterly, 25(1), 107. doi:10.2307/3250961 [+]
Aboelmaged, M. G. (2018). Knowledge sharing through enterprise social network (ESN) systems: motivational drivers and their impact on employees’ productivity. Journal of Knowledge Management, 22(2), 362-383. doi:10.1108/jkm-05-2017-0188

Al Saifi, S. A., Dillon, S., & McQueen, R. (2016). The relationship between face to face social networks and knowledge sharing: an exploratory study of manufacturing firms. Journal of Knowledge Management, 20(2), 308-326. doi:10.1108/jkm-07-2015-0251

Alavi, M., & Leidner, D. E. (2001). Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues. MIS Quarterly, 25(1), 107. doi:10.2307/3250961

Al-Thuhli, A., Al-Badawi, M., Baghdadi, Y., & Al-Hamdani, A. (2017). A Framework for Interfacing Unstructured Data Into Business Process From Enterprise Social Networks. International Journal of Enterprise Information Systems, 13(4), 15-30. doi:10.4018/ijeis.2017100102

Amaratunga, D., Baldry, D., Sarshar, M., & Newton, R. (2002). Quantitative and qualitative research in the built environment: application of «mixed» research approach. Work Study, 51(1), 17-31. doi:10.1108/00438020210415488

Aslam, U., Muqadas, F., Imran, M. K., & Ubaid-Ur-Rahman, U.-U.-R. (2018). Exploring the sources and role of knowledge sharing to overcome the challenges of organizational change implementation. International Journal of Organizational Analysis, 26(3), 567-581. doi:10.1108/ijoa-07-2017-1189

Bakotic, D., & Krnic, A. (2017). Exploring the relationship between business process improvement and employees’ behavior. Journal of Organizational Change Management, 30(7), 1044-1062. doi:10.1108/jocm-06-2016-0116

Balbi, S., Misuraca, M., & Scepi, G. (2018). Combining different evaluation systems on social media for measuring user satisfaction. Information Processing & Management, 54(4), 674-685. doi:10.1016/j.ipm.2018.04.009

Barney, J. B. (1996). The Resource-Based Theory of the Firm. Organization Science, 7(5), 469-469. doi:10.1287/orsc.7.5.469

Bassano, C., Piciocchi, P., Spohrer, J. («Jim») C., & Pietronudo, M. C. (2018). Managing value co-creation in consumer service systems within smart retail settings. Journal of Retailing and Consumer Services, 45, 190-197. doi:10.1016/j.jretconser.2018.09.008

Behrend, F. D., & Erwee, R. (2009). Mapping knowledge flows in virtual teams with SNA. Journal of Knowledge Management, 13(4), 99-114. doi:10.1108/13673270910971860

Berraies, S. (2019). The effect of enterprise social networks use on exploitative and exploratory innovations. Journal of Intellectual Capital, 20(3), 426-452. doi:10.1108/jic-02-2019-0030

boyd, danah m., & Ellison, N. B. (2007). Social Network Sites: Definition, History, and Scholarship. Journal of Computer-Mediated Communication, 13(1), 210-230. doi:10.1111/j.1083-6101.2007.00393.x

Brajer-Marczak, R. (2016). Elements of knowledge management in the improvement of business processes. Management, 20(2), 242-260. doi:10.1515/manment-2015-0063

Capó‐Vicedo, J., Mula, J., & Capó, J. (2011). A social network‐based organizational model for improving knowledge management in supply chains. Supply Chain Management: An International Journal, 16(5), 379-388. doi:10.1108/13598541111155884

Carter, C. R., Ellram, L. M., & Tate, W. (2007). THE USE OF SOCIAL NETWORK ANALYSIS IN LOGISTICS RESEARCH. Journal of Business Logistics, 28(1), 137-168. doi:10.1002/j.2158-1592.2007.tb00235.x

Cetto, A., Klier, M., Richter, A., & Zolitschka, J. F. (2018). «Thanks for sharing»—Identifying users’ roles based on knowledge contribution in Enterprise Social Networks. Computer Networks, 135, 275-288. doi:10.1016/j.comnet.2018.02.012

Chandra, R., Iyer, R. S., & Raman, R. (2015). Enabling organizations to implement smarter, customized social computing platforms by leveraging knowledge flow patterns. Journal of Knowledge Management, 19(1), 95-107. doi:10.1108/jkm-11-2014-0455

Charoensukmongkol, P. (2014). Effects of support and job demands on social media use and work outcomes. Computers in Human Behavior, 36, 340-349. doi:10.1016/j.chb.2014.03.061

Choo, A. S., Linderman, K. W., & Schroeder, R. G. (2007). Method and Psychological Effects on Learning Behaviors and Knowledge Creation in Quality Improvement Projects. Management Science, 53(3), 437-450. doi:10.1287/mnsc.1060.0635

Chreim, S., Williams, B. E. (Bernie), & Hinings, C. R. (Bob). (2007). Interlevel Influences on the Reconstruction of Professional Role Identity. Academy of Management Journal, 50(6), 1515-1539. doi:10.5465/amj.2007.28226248

Coleman, J. S. (1988). Social Capital in the Creation of Human Capital. American Journal of Sociology, 94, S95-S120. doi:10.1086/228943

Collinson, S., & Wilson, D. C. (2006). Inertia in Japanese Organizations: Knowledge Management Routines and Failure to Innovate. Organization Studies, 27(9), 1359-1387. doi:10.1177/0170840606067248

Dartmouth, U.M.ass (2018). 2018 Fortune 500 Social Media Research. Retrieved fromhttps://www.umassd.edu/cmr/socialmediaresearch/2018fortune500/.

El Ouirdi, A., El Ouirdi, M., Segers, J., & Henderickx, E. (2015). Employees’ use of social media technologies: a methodological and thematic review. Behaviour & Information Technology, 34(5), 454-464. doi:10.1080/0144929x.2015.1004647

Eling, M., & Jia, R. (2019). Efficiency and profitability in the global insurance industry. Pacific-Basin Finance Journal, 57, 101190. doi:10.1016/j.pacfin.2019.101190

Fang, R., Chi, L., Chen, M., & Baron, R. A. (2014). Bringing Political Skill into Social Networks: Findings from a Field Study of Entrepreneurs. Journal of Management Studies, 52(2), 175-212. doi:10.1111/joms.12107

Fronzetti Colladon, A., & Vagaggini, F. (2017). Robustness and stability of enterprise intranet social networks: The impact of moderators. Information Processing & Management, 53(6), 1287-1298. doi:10.1016/j.ipm.2017.07.001

Fulk, J., & Yuan, Y. C. (2013). Location, Motivation, and Social Capitalization via Enterprise Social Networking. Journal of Computer-Mediated Communication, 19(1), 20-37. doi:10.1111/jcc4.12033

Galinsky, A. D., Seiden, V. L., Kim, P. H., & Medvec, V. H. (2002). The Dissatisfaction of Having Your First Offer Accepted: The Role of Counterfactual Thinking in Negotiations. Personality and Social Psychology Bulletin, 28(2), 271-283. doi:10.1177/0146167202282012

Granovetter, M. (1985). Economic Action and Social Structure: The Problem of Embeddedness. American Journal of Sociology, 91(3), 481-510. doi:10.1086/228311

Grant, S. B., & Preston, T. A. (2019). Using social power and influence to mobilise the supply chain into knowledge sharing: A case in insurance. Information & Management, 56(5), 625-639. doi:10.1016/j.im.2018.10.004

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. doi:10.1108/ebr-11-2018-0203

Hayes, A. F., & Krippendorff, K. (2007). Answering the Call for a Standard Reliability Measure for Coding Data. Communication Methods and Measures, 1(1), 77-89. doi:10.1080/19312450709336664

Heimbach, I., Gottschlich, J., & Hinz, O. (2015). The value of user’s Facebook profile data for product recommendation generation. Electronic Markets, 25(2), 125-138. doi:10.1007/s12525-015-0187-9

Holsapple, C. W., Hsiao, S.-H., & Pakath, R. (2018). Business social media analytics: Characterization and conceptual framework. Decision Support Systems, 110, 32-45. doi:10.1016/j.dss.2018.03.004

Hu, Q., Williams, S., Mason, R., & Found, P. (2019). Knowledge management in consultancy-involved process improvement projects: cases from Chinese SMEs. Production Planning & Control, 30(10-12), 866-880. doi:10.1080/09537287.2019.1582095

Hung, S.-W., Chen, P.-C., & Chung, C.-F. (2013). Gaining or losing? The social capital perspective on supply chain members’ knowledge sharing of green practices. Technology Analysis & Strategic Management, 26(2), 189-206. doi:10.1080/09537325.2013.850475

Huybrechts, B., & Haugh, H. (2017). The Roles of Networks in Institutionalizing New Hybrid Organizational Forms: Insights from the European Renewable Energy Cooperative Network. Organization Studies, 39(8), 1085-1108. doi:10.1177/0170840617717097

Idrees, I. A., Vasconcelos, A. C., & Ellis, D. (2018). Clique and elite: inter-organizational knowledge sharing across five star hotels in the Saudi Arabian religious tourism and hospitality industry. Journal of Knowledge Management, 22(6), 1358-1378. doi:10.1108/jkm-07-2017-0276

Jones, C., Hesterly, W. S., & Borgatti, S. P. (1997). A General Theory of Network Governance: Exchange Conditions and Social Mechanisms. Academy of Management Review, 22(4), 911-945. doi:10.5465/amr.1997.9711022109

Kane, G. C. (2017). The evolutionary implications of social media for organizational knowledge management. Information and Organization, 27(1), 37-46. doi:10.1016/j.infoandorg.2017.01.001

Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59-68. doi:10.1016/j.bushor.2009.09.003

Khanbabaei, M., Alborzi, M., Sobhani, F. M., & Radfar, R. (2019). Applying clustering and classification data mining techniques for competitive and knowledge‐intensive processes improvement. Knowledge and Process Management, 26(2), 123-139. doi:10.1002/kpm.1595

Kogut, B., & Zander, U. (1992). Knowledge of the Firm, Combinative Capabilities, and the Replication of Technology. Organization Science, 3(3), 383-397. doi:10.1287/orsc.3.3.383

Kogut, B., & Zander, U. (1996). What Firms Do? Coordination, Identity, and Learning. Organization Science, 7(5), 502-518. doi:10.1287/orsc.7.5.502

Kolleck, N. (2013). Social network analysis in innovation research: using a mixed methods approach to analyze social innovations. European Journal of Futures Research, 1(1). doi:10.1007/s40309-013-0025-2

Krumeich, J., Weis, B., Werth, D., & Loos, P. (2014). Event-Driven Business Process Management: where are we now? Business Process Management Journal, 20(4), 615-633. doi:10.1108/bpmj-07-2013-0092

Kuegler, M., Smolnik, S., & Kane, G. (2015). What’s in IT for employees? Understanding the relationship between use and performance in enterprise social software. The Journal of Strategic Information Systems, 24(2), 90-112. doi:10.1016/j.jsis.2015.04.001

Lee, I. (2018). Social media analytics for enterprises: Typology, methods, and processes. Business Horizons, 61(2), 199-210. doi:10.1016/j.bushor.2017.11.002

Lee, S., Ha, T., Lee, D., & Kim, J. H. (2018). Understanding the majority opinion formation process in online environments: An exploratory approach to Facebook. Information Processing & Management, 54(6), 1115-1128. doi:10.1016/j.ipm.2018.08.002

Leon, R. – D., Rodríguez-Rodríguez, R., Gómez-Gasquet, P., & Mula, J. (2017). Social network analysis: A tool for evaluating and predicting future knowledge flows from an insurance organization. Technological Forecasting and Social Change, 114, 103-118. doi:10.1016/j.techfore.2016.07.032

Li, Y.-M., Liao, T.-F., & Lai, C.-Y. (2012). A social recommender mechanism for improving knowledge sharing in online forums. Information Processing & Management, 48(5), 978-994. doi:10.1016/j.ipm.2011.10.004

Lin, Z. (John), Yang, H., & Demirkan, I. (2007). The Performance Consequences of Ambidexterity in Strategic Alliance Formations: Empirical Investigation and Computational Theorizing. Management Science, 53(10), 1645-1658. doi:10.1287/mnsc.1070.0712

Linderman, K., Schroeder, R. G., & Sanders, J. (2010). A Knowledge Framework Underlying Process Management*. Decision Sciences, 41(4), 689-719. doi:10.1111/j.1540-5915.2010.00286.x

Liu, C., Liu, Y.-H., Gedeon, T., Zhao, Y., Wei, Y., & Yang, F. (2019). The effects of perceived chronic pressure and time constraint on information search behaviors and experience. Information Processing & Management, 56(5), 1667-1679. doi:10.1016/j.ipm.2019.04.004

Liu, Z., & Jansen, B. J. (2017). Identifying and predicting the desire to help in social question and answering. Information Processing & Management, 53(2), 490-504. doi:10.1016/j.ipm.2016.05.001

Mäntymäki, M., & Riemer, K. (2016). Enterprise social networking: A knowledge management perspective. International Journal of Information Management, 36(6), 1042-1052. doi:10.1016/j.ijinfomgt.2016.06.009

Massa, F. G. (2016). Guardians of the Internet: Building and Sustaining the Anonymous Online Community. Organization Studies, 38(7), 959-988. doi:10.1177/0170840616670436

Massingham, P., & Al Holaibi, M. (2017). Embedding Knowledge Management into Business Processes. Knowledge and Process Management, 24(1), 53-71. doi:10.1002/kpm.1534

Modrák, V. (2013). On the Measurement of Business Process Centralization. Procedia Technology, 9, 547-552. doi:10.1016/j.protcy.2013.12.061

Nakano, M., & Oji, N. (2016). Success factors for continuous supply chain process improvement: evidence from Japanese manufacturers. International Journal of Logistics Research and Applications, 20(3), 217-236. doi:10.1080/13675567.2016.1219704

Neshati, M., Fallahnejad, Z., & Beigy, H. (2017). On dynamicity of expert finding in community question answering. Information Processing & Management, 53(5), 1026-1042. doi:10.1016/j.ipm.2017.04.002

Nisar, T. M., Prabhakar, G., & Strakova, L. (2019). Social media information benefits, knowledge management and smart organizations. Journal of Business Research, 94, 264-272. doi:10.1016/j.jbusres.2018.05.005

Nonaka, I., & Konno, N. (1998). The Concept of «Ba»: Building a Foundation for Knowledge Creation. California Management Review, 40(3), 40-54. doi:10.2307/41165942

Nourani, M., Devadason, E. S., Kweh, Q. L., & Lu, W.-M. (2016). Business excellence: the managerial and value-creation efficiencies of the insurance companies. Total Quality Management & Business Excellence, 28(7-8), 879-896. doi:10.1080/14783363.2015.1133244

Olfat, M., Tabarsa, G. A., Ahmadi, S., & Shokouhyar, S. (2019). Disclosing the bright side of SNs in the workplace. Journal of Enterprise Information Management, 32(3), 390-412. doi:10.1108/jeim-10-2018-0215

Oostervink, N., Agterberg, M., & Huysman, M. (2016). Knowledge Sharing on Enterprise Social Media: Practices to Cope With Institutional Complexity. Journal of Computer-Mediated Communication, 21(2), 156-176. doi:10.1111/jcc4.12153

Panahi, S., Watson, J., & Partridge, H. (2016). Conceptualising social media support for tacit knowledge sharing: physicians’ perspectives and experiences. Journal of Knowledge Management, 20(2), 344-363. doi:10.1108/jkm-06-2015-0229

Parise, S. (2009). Social Media Networks: What Do They Mean for Knowledge Management? Journal of Information Technology Case and Application Research, 11(2), 1-11. doi:10.1080/15228053.2009.10856156

Pathak, S. D., Wu, Z., & Johnston, D. (2014). Toward a structural view of co-opetition in supply networks. Journal of Operations Management, 32(5), 254-267. doi:10.1016/j.jom.2014.04.001

Patroni, J., von Briel, F., & Recker, J. (2016). How Enterprise Social Media Can Facilitate Innovation. IT Professional, 18(6), 34-41. doi:10.1109/mitp.2016.102

Putnam, R. D. (1995). Bowling Alone: America’s Declining Social Capital. Journal of Democracy, 6(1), 65-78. doi:10.1353/jod.1995.0002

Qi, C., & Chau, P. Y. K. (2017). Will enterprise social networking systems promote knowledge management and organizational learning? An empirical study. Journal of Organizational Computing and Electronic Commerce, 28(1), 31-57. doi:10.1080/10919392.2018.1407081

Rafique, M., Hameed, S., & Agha, M. H. (2018). Impact of knowledge sharing, learning adaptability and organizational commitment on absorptive capacity in pharmaceutical firms based in Pakistan. Journal of Knowledge Management, 22(1), 44-56. doi:10.1108/jkm-04-2017-0132

Reagans, R., Singh, P. V., & Krishnan, R. (2015). Forgotten Third Parties: Analyzing the Contingent Association Between Unshared Third Parties, Knowledge Overlap, and Knowledge Transfer Relationships with Outsiders. Organization Science, 26(5), 1400-1414. doi:10.1287/orsc.2015.0976

Riemer, K., Stieglitz, S., & Meske, C. (2015). From Top to Bottom. Business & Information Systems Engineering, 57(3), 197-212. doi:10.1007/s12599-015-0375-3

Roberts, P. W., & Sterling, A. D. (2012). Network Progeny? Prefounding Social Ties and the Success of New Entrants. Management Science, 58(7), 1292-1304. doi:10.1287/mnsc.1110.1484

Rodriguez, R. R., Saiz, J. J. A., & Bas, A. O. (2009). Quantitative relationships between key performance indicators for supporting decision-making processes. Computers in Industry, 60(2), 104-113. doi:10.1016/j.compind.2008.09.002

Roelens, I., Baecke, P., & Benoit, D. F. (2016). Identifying influencers in a social network: The value of real referral data. Decision Support Systems, 91, 25-36. doi:10.1016/j.dss.2016.07.005

Ashok Sarkar, S., Ranjan Mukhopadhyay, A., & Ghosh, S. K. (2013). Improvement of claim processing cycle time through Lean Six Sigma methodology. International Journal of Lean Six Sigma, 4(2), 171-183. doi:10.1108/20401461311319347

Sarstedt, M., Hair, J. F., Ringle, C. M., Thiele, K. O., & Gudergan, S. P. (2016). Estimation issues with PLS and CBSEM: Where the bias lies! Journal of Business Research, 69(10), 3998-4010. doi:10.1016/j.jbusres.2016.06.007

Melo, A. C. S., Netto, M. A. C., Ferreira Filho, V. J. M., & Fernandes, E. (2010). Knowledge management for improving business processes: an analysis of the transport management process for indivisible exceptional cargo. Pesquisa Operacional, 30(2), 305-330. doi:10.1590/s0101-74382010000200004

TOPAL, B., & SAHIN, H. (2019). The Influence of Information Sharing in the Supply Chain Process on Business Performance: An Empirical Study. Studies in Informatics and Control, 27(2), 201-212. doi:10.24846/v27i2y201808

Tsai, W., Su, K., & Chen, M.-J. (2011). Seeing Through the Eyes of a Rival: Competitor Acumen Based on Rival-Centric Perceptions. Academy of Management Journal, 54(4), 761-778. doi:10.5465/amj.2011.64870138

Turban, E., Bolloju, N., & Liang, T.-P. (2011). Enterprise Social Networking: Opportunities, Adoption, and Risk Mitigation. Journal of Organizational Computing and Electronic Commerce, 21(3), 202-220. doi:10.1080/10919392.2011.590109

Wetzels, Odekerken-Schröder, & van Oppen. (2009). Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration. MIS Quarterly, 33(1), 177. doi:10.2307/20650284

White, G. R. T., Cicmil, S., Upadhyay, A., Subramanian, N., Kumar, V., & Dwivedi, A. (2019). The soft side of knowledge transfer partnerships between universities and small to medium enterprises: an exploratory study to understand process improvement. Production Planning & Control, 30(10-12), 907-918. doi:10.1080/09537287.2019.1582098

Xue, B., Liu, B., & Sun, T. (2018). What Matters in Achieving Infrastructure Sustainability through Project Management Practices: A Preliminary Study of Critical Factors. Sustainability, 10(12), 4421. doi:10.3390/su10124421

Xue, Y., Bradley, J., & Liang, H. (2011). Team climate, empowering leadership, and knowledge sharing. Journal of Knowledge Management, 15(2), 299-312. doi:10.1108/13673271111119709

Yates, J., Orlikowski, W. J., & Okamura, K. (1999). Explicit and Implicit Structuring of Genres in Electronic Communication: Reinforcement and Change of Social Interaction. Organization Science, 10(1), 83-103. doi:10.1287/orsc.10.1.83

Yousfi, A., Batoulis, K., & Weske, M. (2019). Achieving Business Process Improvement via Ubiquitous Decision-Aware Business Processes. ACM Transactions on Internet Technology, 19(1), 1-19. doi:10.1145/3298986

Yuen, K. F., & Thai, V. (2017). Barriers to supply chain integration in the maritime logistics industry. Maritime Economics & Logistics, 19(3), 551-572. doi:10.1057/mel.2016.10

Zellner, G. (2013). Towards a framework for identifying business process redesign patterns. Business Process Management Journal, 19(4), 600-623. doi:10.1108/bpmj-mar-2012-0020

Zhang, J., & Pu, P. (2006). Performance Evaluation of Consumer Decision Support Systems. International Journal of E-Business Research, 2(3), 28-45. doi:10.4018/jebr.2006070103




This item appears in the following Collection(s)

Show full item record