Digitalisation is the twenty-first-century challenge impacting almost every process in manufacturing industry. The COVID-19 crisis increased the speed at which companies use technology in their day-to-day procedures and demonstrated the advantage of technology to improve supply chain resilience [1]. Access to complete information about process-related supply chain activities appeared to be a critical element in reducing supply chain risks during the crisis [2]. In such times of crisis, appropriate communication within the supply chain becomes even more essential to transfer information among supply chain members, making communication a critical factor towards the actual performance of the supply chain [3]. Most communication occurs between individuals in the supply chain and is typically based on their actual need for information [5]. In addition, during the crisis, customers started to appreciate the reduced number of physical supplier visits and became more open to new ways of communication [6].
BACKGROUND
The digital transformation has impacted all areas of business interactions, although it seems that the use of social media in supply chain management is relatively unusual for B2B companies. These companies have yet to exploit their potential to improve supply chain effectiveness and increase the experience their supply chain members have of using social media as a communication tool [12-14]. The application of social media itself is not an innovation for B2B companies, as other operational functions, such as human resource management and marketing, are already benefiting from it [10].
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