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Improve enterprise knowledge management with internet of things: a case study from auto insurance industry

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  • Lixin Liu
  • Wenzhuo Li
  • Wu He
  • Justin Zuopeng Zhang

Abstract

The Internet of Things (IoT) technology has been increasingly used in industries. However, studies on IoT in knowledge management (KM) are still very limited. This research contributes to understanding the role of IoT-based technologies in KM, specifically acting as a knowledge creation mediator. By investigating a case study in the automobile insurance industry, this paper reveals IoT-based technologies’ supporting role and impacts on the insurer’s decision-making process – risk assessment and pricing, business process performance – claim accuracy and efficiency, and the role of an IoT system’s functionalities in improving drivers’ attitude (i.e., higher satisfaction) and behaviours (i.e., main resources for Data Analysis using the socialisation-externalisation-combination-internalisation (SECI) model), the research offers practitioners an overview of the value of IoT concerning organisational KM and demonstrates the role of IoT technologies in enhancing business performance, leading to broader social good.

Suggested Citation

  • Lixin Liu & Wenzhuo Li & Wu He & Justin Zuopeng Zhang, 2022. "Improve enterprise knowledge management with internet of things: a case study from auto insurance industry," Knowledge Management Research & Practice, Taylor & Francis Journals, vol. 20(1), pages 58-72, January.
    • Handle: RePEc:taf:tkmrxx:v:20:y:2022:i:1:p:58-72
    DOI: 10.1080/14778238.2021.1970490
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    Cited by:

    1. Sriyanto Sriyanto & Muhammad Imran & Shiraz Khan & Khalid Zaman & Haroon ur Rashid Khan & ?Dadang Yunus Lutfiansyach? & Parmono Parmono & Abdul Wahab Pathath & Mohd Khata Jabor, 2023. "Harnessing the Power of Globalization: A Study of the Association between Globalization, Transportation Energy, and Insurance and Financial Services in Europe and Central Asia," International Journal of Energy Economics and Policy, Econjournals, vol. 13(2), pages 453-461, March.

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