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Social media and performance measurement systems: towards a new model?

Yulia Sidorova (Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Milan, Italy)
Michela Arnaboldi (Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Milan, Italy)
Jacopo Radaelli (Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Milan, Italy)

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 8 February 2016

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Abstract

Purpose

The purpose of this paper is to analyse how social media (SM) influence performance measurement systems (PMS), examining changes in measurement methods, performance indicators and their application.

Design/methodology/approach

The framework of the research was constructed to cover the technical component of PMS (measurement methods and indicators) and the use of the information obtained from SM. Empirically, the study is based on a set of case studies in eight companies.

Findings

The study findings offer a theoretical and empirical framework to evaluate PMS in the era of SM. It provides a classification of SM metrics, key performance indicators correlated to their use within different departments belonging to eight companies, highlighting the benefits and threats of SM information for PMS.

Research limitations/implications

The limitation of this study is the diversity of industries included into the multiple-case study. The authors choose cases with the aim of providing a broader view on the impact of SM on PMS. However, the results show the dependency of use and type of measurement on certain industries, requiring future research focused on specific sectors or PMS aspects.

Practical implications

The paper provides a map of SM information measurement methods and use, which allows companies to position themselves and examine PMS evolution.

Originality/value

The results of the paper propose a holistic model, employing SM as a new variable in PMS.

Keywords

Citation

Sidorova, Y., Arnaboldi, M. and Radaelli, J. (2016), "Social media and performance measurement systems: towards a new model?", International Journal of Productivity and Performance Management, Vol. 65 No. 2, pp. 139-161. https://doi.org/10.1108/IJPPM-06-2014-0084

Publisher

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Emerald Group Publishing Limited

Copyright © 2016, Emerald Group Publishing Limited

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