The Role of Social Commerce Features and Customer Knowledge Management in Improving SME's Innovation Capability

Winarni, Muhammad Fadhil Dzulfikar, Regina Carla Handayani, Andy Syahrizal, Dana Indra Sensuse, Deki Satria, Ika A. Wulandari

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2018 6th International Conference on Cyber and IT Service Management, CITSM 2018
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781538654330
DOIs
Publication statusPublished - 25 Mar 2019
Event6th International Conference on Cyber and IT Service Management, CITSM 2018 - Parapat, Indonesia
Duration: 7 Aug 20189 Aug 2018

Publication series

Name2018 6th International Conference on Cyber and IT Service Management, CITSM 2018

Conference

Conference6th International Conference on Cyber and IT Service Management, CITSM 2018
Country/TerritoryIndonesia
CityParapat
Period7/08/189/08/18

Keywords

  • Customer Knowledge Management
  • Innovation
  • Instagram-for-Business
  • Social Commerce

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