Business process improvement and the knowledge flows that cross a private online social network: An insurance supply chain case
Information Processing & Management(2020)
Abstract
•It analyzes the knowledge shared by employees and suppliers within an enterprise social network.•Internal and external social networks have a different and powerful impact on process improvement.•Internal and external social networks influence the average cycle time of handling claims.•Not all the characteristics of the social network influence process improvement.
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Key words
Social network analysis,Knowledge,Process improvement,Principal component analysis,Structural equation modeling,Insurance supply chain
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