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

作者：

Highlights：

• 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.

摘要

•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.

论文关键词：Social network analysis,Knowledge,Process improvement,Principal component analysis,Structural equation modeling,Insurance supply chain

论文评审过程：Received 18 September 2019, Revised 5 March 2020, Accepted 5 March 2020, Available online 3 April 2020, Version of Record 3 April 2020.

论文官网地址：https://doi.org/10.1016/j.ipm.2020.102237