Aportación de las comunidades virtuales a la gestión del conocimiento en el sector financiero

• Autores: Carles Planuch Prats, Ramon Salvador Vallès
• Localización: Revista general de información y documentación, ISSN-e 1988-2858, ISSN 1132-1873, Vol. 32, Nº 1, 2022, págs. 137-161
• Idioma: español
• DOI: 10.5209/rgid.82950
• Enlaces
  • Texto completo
• Resumen

  • En el contexto de transformación digital actual, las organizaciones consideran los procesos de intercambio de conocimiento y de aprendizaje cada vez más cruciales para su éxito. En este contexto las tecnologías de la información y la comunicación juegan un papel importante. En este artículo, se ha hallado que las comunidades virtuales constituyen una herramienta útil para compartir conocimiento, para la innovación y se analizan diversos casos en el sector financiero español, donde se han utilizado las tecnologías de la información para apoyarlas, con diversos grados de éxito. Así se ha comprobado que las comunidades virtuales han contribuido al desarrollo de numerosos productos y servicios según las necesidades de los clientes y a mejorar las buenas prácticas en la organización, así como la formación de los empleados. Crear un entorno propicio para que tanto clientes como empleados participen en las comunidades compartiendo experiencias o necesidades es sin duda primordial. Y desde el punto de vista tecnológico las herramientas Web 2.0 constituyen un instrumento primordial para implementar dichas comunidades con el fin de mejorar la gestión del conocimiento, la innovación y los resultados en los servicios financieros. En el presente articulo se propone un esquema conceptual basado en la relación de tres ámbitos de investigación, las tecnologías de la información y la comunicación, haciendo un énfasis especial sobre las herramientas Web 2.0, la creación y el intercambio de conocimiento y las comunidades virtuales. Se aportan datos de las tres principales entidades financieras españolas, es decir, Banco Santander, BBVA y CaixaBank. Los resultados obtenidos muestran cómo se crea y comparte conocimiento, a partir de las comunidades virtuales y que posteriormente se adopta en dichas entidades; y que el proceso de creación y compartición de conocimiento influye positivamente en las entidades dado que: acelera el desarrolla e implantación de nuevos productos y servicios financieros, intensifica la innovación de la entidad y mejora las relaciones con los clientes

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