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Purpose Nowadays, the recent advances in information and communications technology and the advent of Web 2.0 technology have resulted in the increasing popularity of social media and provided enterprises and companies with new horizons in establishing an effective significant relationship with clients. Despite the recognized importance of social media in knowledge management (KM) and customer relationships, there is not any research to identify social media capabilities related to customer knowledge management (CKM). Therefore, the purpose of this study is to recognize the social media capabilities related to CKM effectively. Design/methodology/approach To obtain research objectives, literature review, focus group method and expert interview were applied to identify and categorize social media capabilities. Analytical hierarchy process (AHP) also used to prioritize capabilities important. Findings The results indicate social media capabilities such as conversation capability, sharing capability, groups/community capability, relationship capability, speed and ease of access for the public are the main capabilities related to exploit customer knowledge and manage it successfully. Research limitations/implications The results highlight the different social media capabilities for CKM approach which will enhance customer insight and personalized services. Because of the newness of CKM and social media implementation in Iranian firms, empirical study was not conducted for a better understanding of their business value. Originality/value The main innovation of this study is identifying the social media capabilities related to CKM and prioritizing them which allow managers to select the most appropriate social media tools based on these results.

Purpose Following the emergence of Web 2.0 technologies, social commerce has been viewed as an inseparable part of today’s business environment. Social commerce is a recent version of e-commerce, which has rapidly become a new interesting field for both practitioners and academics. To improve social commerce success, managers should be aware of what encompasses social commerce quality, how consumers sense it and how it is assessed. Though, despite the importance of social commerce, designing of scales for measuring the social commerce quality has rarely been explored. Therefore, the purpose of this study is to develop a new scale for measuring the social commerce service quality comprehensively. Design/methodology/approach To obtain the research objective, in the first step, a comprehensive literature review along with focus group discussions was conducted to theoretically conceptualize service quality dimensions and measures. Then, for evaluating the proposed scale via social commerce customers, the survey method was used. Finally, the verified measures were weighted and ranked using fuzzy analytic hierarchy process. Findings The findings showed that social commerce service quality is a hierarchical and multidimensional construct consisting of six key dimensions including information quality, social interaction quality, design quality, functional quality, social trust/security and social support. Research limitations/implications The study results assist managers to improve the quality of social commerce services through increasing the awareness of customers’ perceptions and expectations concerning social service quality. They further help managers to understand systematically all dimensions of social commerce service quality, which may lead to reduce the risk of social commerce adaptation failure and consequently increase the customers’ satisfaction. Originality/value The role of service quality in acceptance and success of social commerce has been emphasized by many academics and practitioners. However, review of the previous literature shows that inadequate studies in this field have been conducted so far. The main contribution of this study is conceptualization and development of a validated scale for measuring the social commerce service quality. This scale provides a useful instrument for researchers who wish to measure the service quality of social commerce and for managers who want to improve the perceived quality of their services.

Purpose Today social media capabilities have enabled businesses and enterprises to more collaboration, engagement and co-creation with their customers. So the current paper expands on this notion. The aim of this study is a bibliometric analysis to examine the trends of publications in the field of co-creation based on social media. Design/methodology/approach To data collection of quantitative analysis, Scopus database was selected and the collected data were analyzed using Bibliometrix-package. The Web of Science also was selected to retrieve highly cited and hot papers for qualitative part of analysis besides top 10 Scopus highest citation per year documents on June 6, 2020. Findings The results indicate insights into research trends pertaining to social media-based co-creation, as follows: starting jump to the publications occurred in this researches from the year 2008 and the growth trend is progressing in recent years; the stressful points are “co-design,” “co-creation” and “value co-creation” and concepts such as “open innovation,” “co-innovation” and “co-new product design” are new topics that guide future direction; the USA and UK are leaders in number of multiple and single publications; the most active and top journals that are better suited to achieving a high citation rate per year for a related paper were introduced. In addition, the top documents and highly cited papers were qualitatively analyzed on the basis of times cited per year. Research limitations/implications The current study is not free of limitations. The database was limited to only Scopus. So the patterns and trends generated in the study may not be generalized to all social media-based co-creation research. Of course, the authors did not intend to ignore other contributions. It is mainly because of the number of documents retrieved from Scopus database and the coverage, Scopus was selected. Moreover, other types of research techniques such as correspondence analysis can be incorporated to generate additional meaningful insight. Originality/value In this time of social media and user-generated content portals, co-creation through social media has become quite popular. So the main innovation of this study is providing a visual presentation of the trends and patterns in the evaluation of social media-based co-creation from the first document about the research area published till 2020. The results of this paper can shed light on the factors that strengthen the contribution of studies in a research area. Generally, the bibliometric items the authors analyzed essentially show the entire field picture and guide researchers toward understanding future trends to produce impactful studies.