Development of a Social Media Maturity Model for Logistics Service Providers

Abstract

Logistics service providers (LSPs) conduct their business in an environment of steadily changing stakeholders and business models. Social media (SM) has become an important communication tool and source for new business models for LSPs. Nevertheless, a lot of LSPs struggle with the utilization of SM. In this paper, we develop an SM maturity model (MM) for LSPs. By doing so, our research sheds light on the use of SM at LSPs and reveals impediments. Thus, the developed MM will help researchers better understand the utilization of SM at LSPs and practitioners to improve their business processes.