Measuring performance of social network-based virtual community: a balanced scorecard approach Online publication date: Fri, 17-Apr-2015
by Bih-Ru Lea
International Journal of Business and Systems Research (IJBSR), Vol. 5, No. 3, 2011
Abstract: The objectives of this research are to propose a general framework and to illustrate development process of a balanced scorecard (BSC) performance management system for a non-profit seeking social network-based virtual community. Examples are used to derive a coherent set of strategies, objectives and measures to support the mission of the selected virtual community. The proposed framework augments the traditional social network performance measures by measuring performance from four different perspectives (customer, internal business process, value creation and learning and growth) for a more comprehensive view of the virtual community and by including means for continuous improvement. The proposed BSC performance management system allows the management to track the progress with selected measures, to monitor and articulate the value of the community delivers, to assess the performance of the network and to suggest improvements.
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