TY - GEN
T1 - The Role of Social Commerce Features and Customer Knowledge Management in Improving SME's Innovation Capability
AU - Winarni,
AU - Dzulfikar, Muhammad Fadhil
AU - Handayani, Regina Carla
AU - Syahrizal, Andy
AU - Sensuse, Dana Indra
AU - Satria, Deki
AU - Wulandari, Ika A.
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2019/3/25
Y1 - 2019/3/25
N2 - Due to the limitation of resources and cost, it is hard for small medium enterprises (SMEs) to survive in the competitive market, especially in establishing an effective relationship with customers. Alternatively, many SMEs use social commerce platforms to cover those limitations, one of them is Instagram-for-Business. The enterprise edition of Instagram has offered knowledge-based features to manage customer information. However, since the launching in 2016, the impact about Instagram-for-Business related to customer knowledge management (CKM) has not been researched properly. Therefore, in this study, we evaluate the role of Instagram-for-Business and CKM for SME's innovation capability. By conducting a survey method, this research has collected information from 152 SMEs from any type of industry in Indonesia. The findings conclude that through CKM implementation, Instagram-for-Business significantly affects innovation capability in SMEs.
AB - Due to the limitation of resources and cost, it is hard for small medium enterprises (SMEs) to survive in the competitive market, especially in establishing an effective relationship with customers. Alternatively, many SMEs use social commerce platforms to cover those limitations, one of them is Instagram-for-Business. The enterprise edition of Instagram has offered knowledge-based features to manage customer information. However, since the launching in 2016, the impact about Instagram-for-Business related to customer knowledge management (CKM) has not been researched properly. Therefore, in this study, we evaluate the role of Instagram-for-Business and CKM for SME's innovation capability. By conducting a survey method, this research has collected information from 152 SMEs from any type of industry in Indonesia. The findings conclude that through CKM implementation, Instagram-for-Business significantly affects innovation capability in SMEs.
KW - Customer Knowledge Management
KW - Innovation
KW - Instagram-for-Business
KW - Social Commerce
UR - http://www.scopus.com/inward/record.url?scp=85064336701&partnerID=8YFLogxK
U2 - 10.1109/CITSM.2018.8674059
DO - 10.1109/CITSM.2018.8674059
M3 - Conference contribution
AN - SCOPUS:85064336701
T3 - 2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
BT - 2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 6th International Conference on Cyber and IT Service Management, CITSM 2018
Y2 - 7 August 2018 through 9 August 2018
ER -
