Value added knowledge by prosumers in Poland and the UK specifically for service process stages

Abstract

The purpose of the paper is to advance research on knowledge sharing by prosumers with enterprises and public organizations by examining and better understanding what knowledge about improving services, prosumers currently share and would like to share in future. The paper verifies a proposed theoretical framework by showing those service knowledge items that prosumers can share with enterprises and public organizations. The reported outcomes result from a survey that yielded responses by 171 prosumers from the United Kingdom (UK) and 783 from Poland. The research findings describe the differences between prosumers in Poland and the UK, both in their current knowledge sharing experiences and their desired future knowledge sharing. The analysis of the results shows that in general prosumers would like to share knowledge more widely than they are sharing currently. Furthermore, the findings show that Polish prosumers currently share knowledge marginally more than their counterparts in the UK. Should they be given the opportunity Poland-based prosumers would like to share knowledge more widely than their UK-based counterparts. In particular the results reveal that both in Poland and the UK, prosumers want to engage with enterprises in sharing knowledge relevant to the ordering process and the customer services process. This finding is relevant to any enterprises that may like to engage prosumers in providing feedback about their service offerings.