ABSTRACT

The major premise of the study is a recognition that competitive companies increasingly engage consumers to create business innovation. This study aims to develop a framework for analyzing consumer engagement in business process innovation and apply this framework to ICT companies in Poland and the UK to analyze how they practice consumer engagement and what differences are exhibited between the two countries. It reports on 48 case studies where data were gathered through online observation, a qualitative analysis of collected data was undertaken, and data were analyzed by applying descriptive statistics and Chi-Square test. The suggested framework deals with four key aspects of consumer engagement in business process innovation, i.e., types and ways of consumer engagement, extrinsic incentives, and ICT supporting consumer engagement. This study advances the academic research on consumer engagement and provides a blueprint for ICT companies to design and improve their consumer engagement activities.

摘要

该研究的主要前提是认识到有竞争力的公司越来越多地吸引消费者来创造业务创新。本研究旨在开发一个分析消费者参与业务流程创新的框架，并将该框架应用于波兰和英国的 ICT 公司，以分析他们如何实践消费者参与以及两国之间表现出的差异。它报告了 48 个案例研究，其中通过在线观察收集数据，对收集的数据进行定性分析，并通过应用描述性统计和卡方检验对数据进行分析。建议的框架涉及消费者参与业务流程创新的四个关键方面，即消费者参与的类型和方式、外在激励和支持消费者参与的信息通信技术。