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

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

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dc.contributor.author Leon, Ramona-Diana es_ES
dc.contributor.author Rodríguez Rodríguez, Raúl es_ES
dc.contributor.author Gómez-Gasquet, Pedro es_ES
dc.contributor.author Mula, Josefa es_ES
dc.date.accessioned 2021-04-27T03:32:50Z
dc.date.available 2021-04-27T03:32:50Z
dc.date.issued 2020-07 es_ES
dc.identifier.issn 0306-4573 es_ES
dc.identifier.uri http://hdl.handle.net/10251/165604
dc.description.abstract [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 external enterprise social networks used by an international insurance company; the average cycle time for handling 8494 claims and 3240 messages posted on the internal and external social networks was analysed. Social network analysis techniques were combined with principal component analysis and structural equation modeling, and the results demonstrate that the knowledge shared within the internal and external social network can explain 35.10% of process improvement variability, while the knowledge shared within the internal social network explains 89.90% of external social network variability. The analysis also demonstrates that: (i) the knowledge shared among employees positively affects process improvement; (ii) the knowledge shared among suppliers negatively affects process improvement; and (iii) the knowledge shared among employees positively affects the knowledge shared among supply chain members. These findings have theoretical and practical implications. They extend the literature in the knowledge management and information management field by offering empirical evidence of how the knowledge shared through an enterprise social network affects business process improvement, using the objective data provided by Yammer. They also provide a strategic tool for managers that will allow them to better understand how they can use the enterprise social network for business processes improvement. es_ES
dc.description.sponsorship 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)". es_ES
dc.language Inglés es_ES
dc.publisher Elsevier es_ES
dc.relation.ispartof Information Processing & Management es_ES
dc.rights Reserva de todos los derechos es_ES
dc.subject Social network analysis es_ES
dc.subject Knowledge es_ES
dc.subject Process improvement es_ES
dc.subject Principal component analysis es_ES
dc.subject Structural equation modeling es_ES
dc.subject Insurance supply chain es_ES
dc.subject.classification ORGANIZACION DE EMPRESAS es_ES
dc.title Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1016/j.ipm.2020.102237 es_ES
dc.relation.projectID info:eu-repo/grantAgreement/EC/FP7/324408/EU/Engaging in Knowledge Networking via an interactive 3D Social Supplier Network/ es_ES
dc.rights.accessRights Abierto es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses es_ES
dc.description.bibliographicCitation 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 es_ES
dc.description.accrualMethod S es_ES
dc.relation.publisherversion https://doi.org/10.1016/j.ipm.2020.102237 es_ES
dc.description.upvformatpinicio 1 es_ES
dc.description.upvformatpfin 16 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.description.volume 57 es_ES
dc.description.issue 4 es_ES
dc.relation.pasarela S\420301 es_ES
dc.contributor.funder European Commission es_ES
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