Purpose – The paper aims to help identify the best logistical practices and to implement them with minimal organizational resistance in an environment with relatively similar business units utilizing an internal benchmarking approach. Design/methodology/approach – A stepwise benchmarking...

Social media has been widely adopted as a useful business tool, especially in the domain of business to consumer marketing. However, the deployment of social media tools to business processes is hindered by the lack of concrete indicators of the effects its use has on the business process....