0000000001026629

AUTHOR

Ljiljana Kašćelan

showing 1 related works from this author

The interaction between social media, knowledge management and service quality: A decision tree analysis

2020

The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. Thirdly, we analyze to what extent KM mediates between SM and the quality of IT services, that is, which client activities on SM should be formalised…

Decision AnalysisResearch FacilitiesKnowledge managementResearch Quality AssessmentSocial SciencesSurveysInformation CentersTreesCreativityMathematical and Statistical TechniquesSociologyPsychologyEmpirical evidencemedia_commonMultidisciplinaryknowledge management ; service quality ; social media ; decision treesArchivesQStatistics05 social sciencesRCommerceSocial CommunicationEukaryotaResearch AssessmentPlantsKnowledge ManagementSocial NetworksResearch DesignOrder (business)Physical SciencesMedicineEngineering and TechnologyRegression AnalysisManagement EngineeringNetwork AnalysisResearch ArticleComputer and Information SciencesSciencemedia_common.quotation_subjectDecision treeSample (statistics)Research and Analysis Methods0502 economics and businessHumansSocial mediaQuality (business)Statistical MethodsService qualitySurvey Researchbusiness.industryDecision TreesCognitive PsychologyOrganismsBiology and Life SciencesBusiness operationsCommunicationsCognitive Science050211 marketingBusinessSocial MediaMathematics050203 business & managementNeurosciencePLOS ONE
researchProduct