Consumer Engagement in Business Process Innovation–ICT Companies Cases from Poland and UK

Ziemba, Ewa; Eisenbardt, Monika; Mullins, Roisin; Dettmer, Sandra

doi:10.1080/08874417.2020.1808865

Cited by 4 publications

(1 citation statement)

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“…(Tapscott & Williams, 2006), as well as the concept of customer experience management (Gentile, Spiller, & Noci, 2007). Prosumption means an active role of consumers in customer-organization relations and satisfying their consumption needs through self-design, reconfiguration or even the production and distribution of products and services that can be supported by various kinds of technology (Ziemba, Eisenbardt, Mullins, & Dettmer, 2022). The theory of customer experience management suggests that organizations should focus on delivering positive experiences to customers at every touchpoint.…”

Section: Cemjmentioning

confidence: 99%

Generative artificial intelligence as a new context for management theories: analysis of ChatGPT

Korzyński

Mazurek

Altmann

et al. 2023

CEMJ

Self Cite

148

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PurposeThe primary purpose of this paper is to examine how generative Artificial Intelligence (AI) such as ChatGPT may serve as a new context for management theories and concepts.Design/methodology/approachThe paper presents the analyses of selected management theories on decision-making, knowledge management, customer service, human resource management and administrative tasks and explains what may change after generative AI adoption.FindingsThe paper indicates that some management theories and concepts need to be studied in the generative AI environment that may influence managerial work at the strategic, functional and administrative levels.Research limitations/implicationsThis paper is an opinion piece article and does not refer to empirical data. It formulates some conclusions to further empirical research studies.Originality/valueThe paper analyzes selected management theories in a new technological setting. The paper also provides information about the functions of generative AI that are useful in understanding and overcoming how new technology may change organizations and management.

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Section: Cemjmentioning

confidence: 99%