Efficiency analysis of information technology and online social networks management: An integrated DEA-model assessment

This paper analyses the relationship between productive efficiency and online-social-networks (OSN) in Spanish telecommunications firms. A data-envelopment-analysis (DEA) is used and several indicators of business social Media activities are incorporated. A super-efficiency analysis and bootstrapping techniques are performed to increase the model's robustness and accuracy. Then, a logistic regression model is applied to characterise factors and drivers of good performance in OSN. Results reveal the company's ability to absorb and utilise OSNs as a key factor in improving the productive efficiency. This paper presents a model for assessing the strategic performance of the presence and activity in OSN. (C) 2014 Elsevier B.V. All rights reserved.