Identifying and prioritizing social media business values in small and medium-sized businesses: A systematic review

Social media as an effective tool in small and medium businesses will create a wide range of valuable opportunities and significantly reduce costs. Today, the strategy of companies to interact with customers and build relationships and cooperation with other market elements has changed with the advent of social media. Is. Over the past two decades, business-related social media research has grown exponentially, but so far no comprehensive study has been conducted on the social values ​​of social media in small and medium-sized businesses and their prioritization. Therefore, the present study, by systematically reviewing the studies in the period from 2012 to 2019, 57 articles were selected and reviewed using the meta-combined method of selected articles and the commercial values ​​mentioned in them were coded. The identified values ​​were then prioritized using Shannon entropy method so that the five main categories of business value including operational value, financial value, strategic value, customer value and finally knowledge / information value were ranked first to fifth, respectively. The present study is innovative both in terms of findings and methodology in the field of using social media in small and medium enterprises.