Skip to main content
SpringerLink
Log in

A Systematic Literature Review of the Use of Social Media for Business Process Management

  • Conference paper
  • First Online:
Business Process Management Workshops (BPM 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 308))

Included in the following conference series:

Abstract

In today’s expansion of new technologies, innovation is found necessary for organizations to be up to date with the latest management trends. Although organizations are increasingly using new technologies, opportunities still exist to achieve the nowadays essential omnichannel management strategy. More precisely, social media are opening a path for benefiting more from an organization’s process orientation. However, social media strategies are still an under-investigated field, especially when it comes to the research of social media use for the management and improvement of business processes or the internal way of working in organizations. By classifying a variety of articles, this study explores the evolution of social media implementation within the BPM discipline. We also provide avenues for future research and strategic implications for practitioners to use social media more comprehensively.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Blanchard, O.: Social Media ROI. Pearson Education, Boston (2011)

    Google Scholar 

  2. Van Looy, A.: Social Media Management. Springer, Switzerland (2016)

    Book  Google Scholar 

  3. Mangold, W.G., Faulds, D.J.: Social media: the new hybrid element of the promotion mix. Bus. Horiz. 52(4), 357–365 (2009)

    Article  Google Scholar 

  4. Kaplan, A.M., Haenlein, M.: Users of the world, unite! The challenges and opportunities of social media. Bus. Horiz. 53(1), 59–68 (2010)

    Article  Google Scholar 

  5. Safko, L., Brake, D.K.: The Social Media Bible. John Wiley & Sons Inc., Hoboken, New Jersey (2009)

    Google Scholar 

  6. Greenberg, P.: The impact of CRM 2.0 on customer insight. J. Bus. Ind. Mark. 25(6), 410–419 (2010)

    Article  Google Scholar 

  7. Choudhury, M.M., Harrigan, P.: CRM to social CRM. J. Strateg. Mark. 22(2), 149–176 (2014)

    Article  Google Scholar 

  8. Cook, N.: Enterprise 2.0. Gower Publishing, Ltd., Aldershot (2008)

    Google Scholar 

  9. Helms, R.W., Booij, E., Spruit, M.R.: Reaching out: Involving users in innovation tasks through social media. Reach. Out 5, 15–2012 (2012)

    Google Scholar 

  10. Kietzmann, J.H., Hermkens, K., McCarthy, I.P., Silvestre, B.S.: Social media? Get serious! Bus. Horiz. 54(3), 241–251 (2011)

    Article  Google Scholar 

  11. Smits, M., Mogos, S.: The impact of social media on business performance. In: ECIS, p. 125 (2013)

    Google Scholar 

  12. Fuduric, M., Mandelli, A.: Communicating social media policies. J. Commun. Manag. 18(2), 158–175 (2014)

    Article  Google Scholar 

  13. Dumas, M., La Rosa, M., Mendling, J., Reijers, H.A.: Fundamentals of Business Process Management. Springer, Heidelberg (2013)

    Book  Google Scholar 

  14. vom Brocke, J., Schmiedel, T., Recker, J., Trkman, P., Mertens, W., Viaene, S.: Ten principles of good business process management. Bus. Process Manag. J. 20(4), 530–548 (2014)

    Article  Google Scholar 

  15. vom Brocke, J., Sinnl, T.: Culture in business process management: a literature review. Bus. Process Manag. J. 17(2), 357–377 (2011)

    Article  Google Scholar 

  16. McCormack, K., Johnson, W.C.: Business Process Orientation. St. Lucie Press, Boca Raton, Florida (2001)

    Google Scholar 

  17. Van Looy, A., De Backer, M., Poels, G.: Defining business process maturity. Total Qual. Manag. Bus. Excell. 22(11), 1119–1137 (2011)

    Article  Google Scholar 

  18. de Bruin, T., Rosemann, M.: Using the Delphi technique to identify BPM capability areas. In: ACIS Proceedings, vol. 42, pp. 642–653 (2007)

    Google Scholar 

  19. Van Looy, A., Backer, M.D., Poels, G.: A conceptual framework and classification of capability areas for business process maturity. Enterp. Inf. Syst. 8(2), 188–224 (2014)

    Article  Google Scholar 

  20. vom Brocke, J., Zelt, S., Schmiedel, T.: On the role of context in business process management. Int. J. Inf. Manag. 36(3), 486–495 (2016)

    Article  Google Scholar 

  21. Pöppelbuß, J., Plattfaut, R., Ortbach, K., Niehaves, B.: A dynamic capability-based framework for business process management: theorizing and empirical application. In: HICCS Proceedings, pp. 4287–4296 (2012)

    Google Scholar 

  22. Kitchenham, B.: Guidelines for performing systematic literature reviews in software engineering. Technical report, Ver. 2.3 EBSE (2007)

    Google Scholar 

  23. Boell, S.K., Cecez-Kecmanovic, D.: On being ‘systematic’ in literature reviews in IS. J. Inf. Technol. 30(2), 161–173 (2015)

    Article  Google Scholar 

  24. Nascimento, A.M., da Silveira, D.S.: A systematic mapping study on using social media for business process improvement. Comput. Hum. Behav. 73, 670–675 (2017). https://doi.org/10.1016/j.chb.2016.10.016. (in press)

    Article  Google Scholar 

  25. Erol, S., Granitzer, M., Happ, S., Jantunen, S., Jennings, B., Johannesson, P., Koschmider, A., Nurcan, S., Rossi, D., Schmidt, R.: Combining BPM and social software: contradiction or chance? J. Softw. Maint. Evol. Res. Pract. 22(6–7), 449–476 (2010)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Economics and Business Administration, Faculty of Economics and Business, University of Burgos, C/Parralillos, s/n, 09001, Burgos, Spain

    Jana Prodanova

  2. Department of Business Informatics and Operations Management, Faculty of Economics and Business Administration, Ghent University, Tweekerkenstraat 2, 9000, Ghent, Belgium

    Amy Van Looy

Authors
  1. Jana Prodanova
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Amy Van Looy
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Jana Prodanova .

Editor information

Editors and Affiliations

  1. Department of Service and Information System Engineering, Universitat Politècnica de Catalunya, Barcelona, Spain

    Ernest Teniente

  2. Humboldt-Universität zu Berlin, Berlin, Berlin, Germany

    Matthias Weidlich

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer International Publishing AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Prodanova, J., Van Looy, A. (2018). A Systematic Literature Review of the Use of Social Media for Business Process Management. In: Teniente, E., Weidlich, M. (eds) Business Process Management Workshops. BPM 2017. Lecture Notes in Business Information Processing, vol 308. Springer, Cham. https://doi.org/10.1007/978-3-319-74030-0_31

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-74030-0_31

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-74029-4

  • Online ISBN: 978-3-319-74030-0

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation