Consumer Engagement in Business Process Innovation : Cases of the Firms Operating in the ICT Sector

• Autorzy: Ewa Ziemba , Monika Eisenbardt

Warianty tytułu

Zaangażowanie konsumentów w kreowanie innowacji procesów biznesowych : przypadki firm działających w sektorze ICT

• Języki publikacji: EN

Abstrakty

EN

Consumer involvement in the innovation process is a rising trend as companies are looking for new growth streams. This paper focuses on consumer engagement in business process innovation in the information and communication technology (ICT) sector. The main objective is to identify how ICT firms engage consumers in business process innovation. The research approach is built on the literature on consumers' innovation and prosumption, whereas the empirical part is based on case studies of Apple, Google, and Microsoft. This paper demonstrates business processes in which consumers are engaged to create innovation, ways of consumers' engaging in business process innovation, and incentives encouraging consumers to engage in such innovation. The results show that ICT firms are active players in the field of consumers' innovations. The analyzed firms pay a lot of attention and make a lot of effort to obtain consumers' innovations. The results show that they employ different ways of consumers' engagement in innovation activities, especially in reviewing and designing products. They use consumers' innovations for their business process development as well. Nonetheless, our results show that consumers' innovations concern mainly BP 2.0 Develop and Manage Products and Services. ICT firms offer many incentives for consumers; however, our study proves that intangible incentives embracing social media services are most often offered to consumers. The results obtained can be helpful for both - the ICT and other sectors. They can show them how they can get the best out of consumers' involvement for creating business process innovation. (original abstract)

Firmy coraz częściej do kreowania innowacji biznesowych włączają konsumentów. Głównym celem artykułu jest identyfikacja zaangażowania konsumentów do tworzenia innowacji procesów biznesowych w firmach z sektora technologii informacyjno-komunikacyjnych (ICT). W badaniach wykorzystano krytyczną analizę literatury dotyczącej innowacji, innowacji konsumenckich i prosumpcji oraz studia przypadków trzech firm z sektora ICT, to jest Apple, Google i Microsoft. Analizie poddano procesy biznesowe, w które angażowani są konsumenci, aby kreować innowacje, sposoby angażowania konsumentów w tworzenie innowacji oraz zachęty wspierające to zaangażowanie. Wyniki badań pokazują, że analizowane firmy z sektora ICT podejmują różnorakie działania, aby angażować konsumentów w kreowanie innowacji. Najczęściej wykorzystują one konsumentów do oceny i projektowania produktów na potrzeby doskonalenia procesu BP 2.0: Rozwój produktów i usług oraz zarządzanie nimi, oferując w zamian wiele zachęt. Badanie dowodzi jednak, że najczęściej są to zachęty niematerialne związane z zaproszeniami w mediach społecznościowych. Uzyskane wyniki mogą być pomocne dla firm - nie tylko z sektora ICT, lecz także innych sektorów - w lepszym zrozumieniu jak włączyć konsumentów w tworzenie innowacji procesów biznesowych. (abstrakt oryginalny)

Słowa kluczowe

EN

Customer engagement; Innovations; Business processes

PL

Zaangażowanie klienta; Innowacje; Procesy biznesowe

• Czasopismo: Problemy Zarządzania
• Rocznik: 2019
• Tom: 17
• Numer: nr 5 (85) Big Data Phenomenon in the Economic and Social Spheres
• Strony: 24--39

Twórcy

autor

Ewa Ziemba

• University of Economics in Katowice, Poland

autor

Monika Eisenbardt

• University of Economics in Katowice, Poland

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Identyfikatory

DOI

doi.org/10.7172/1644-9584.85.2