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

Lixin Liu, Wenzhuo Li, Wu He and Justin Zuopeng Zhang

Knowledge Management Research & Practice, 2022, vol. 20, issue 1, 58-72

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.

Date: 2022
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DOI: 10.1080/14778238.2021.1970490

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