Role of Social Networking Technologies in Developing Public Services Supply Chain During COVID-19

Abstract

The purpose of this research study was to examine the role of Social Networking Technologies (SNT) in developing Public Services Supply Chain (PSSC) during COVID-19 pandemic. Due to lack of sufficient support from corporations and non-government groups, citizens in developing democracies were dependent upon their governments for the delivery of vital public services. During the COVID-19 epidemic, a number of organisations attempted to assist governments in managing the supply of public services. However, organisations often lacked a thorough grasp of how to cultivate social ties for the delivery of efficient and effective public services for citizens. In this research work, to study the delivery of efficient and effective public services to citizens, the authors have proposed a social network viewpoint. This was at a ‘meso-level’ lens so as to examine the intersection between organisational SNT and PSSC. According to the qualitative study conducted in this research work, it became evident that organisational social ties could play a significant role in facilitating homophilic and heterophilic ties. This was specially so for the distribution of public services in pandemic situation like COVID-19. However, the research study findings also found out that these network forces were highly dynamic and dependent upon a set of factors. These factors included tie frequency, the sequencing of interaction with social ties and the prevailing norms. This research study enriched the understanding regarding the role of SNT. This was in the context of developing PSSC during critical crisis situations such as prevalent during COVID-19 pandemic. This research study offered a better understanding of social ties and motivational factors in the social networking environment. The social ties were analysed based on the contact incidents of six participants focusing on the PSSC during the COVID-19. Future research studies could consider a diverse set of participants in complex global PSSC consisting of multiple constraints. Furthermore, this research study had practical implications for managers. The study revealed that homophilic social ties were more supportive as compared to the sequence of interactions starting with heterophilic ties. Therefore, managers needed to develop better PSSC especially as compared to unrelated institutions.

Citation

Sabat, K.C. and Bhattacharyya, S.S. (2023), "Role of Social Networking Technologies in Developing Public Services Supply Chain During COVID-19", Sharma, R., Shishodia, A. and Gupta, A. (Ed.) Fostering Sustainable Development in the Age of Technologies, Emerald Publishing Limited, Leeds, pp. 79-92. https://doi.org/10.1108/978-1-83753-060-120231008