Abstract
Social media have become an increasingly frequent research topic in management studies, whether in marketing for product promotion, in public relations for customer relationships, or even as a hiring tool in the area of human resources. However, the vast majority of studies are concerned with analyzing how information may be disclosed in social media, with few management studies dealing with the employment of User-Generated Content (UGC) in these media. In this study, we sought to make a systematic review of studies that addressed this issue with the purpose of using UGC for the improvement of organizational processes. As a result of this systematic review, we noted the paucity of studies related to this, although we found some interesting results for public organizations and those that generate content.
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Nascimento, A.M., da Silveira, D.S. (2016). Using Social Media for Business Process Improvement: A Systematic Review. In: Rocha, Á., Correia, A., Adeli, H., Reis, L., Mendonça Teixeira, M. (eds) New Advances in Information Systems and Technologies. Advances in Intelligent Systems and Computing, vol 444. Springer, Cham. https://doi.org/10.1007/978-3-319-31232-3_5
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