Exploring potentials of digital nudging for business processes

Sandra Bammert · Ulrich König · Maximilian Roeglinger · Tabitha Wruck

38 citations0/0 files storedBusiness Process Management Journal

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Business Process Modeling and Analysis Decision-Making and Behavioral Economics Robotic Process Automation Applications

Abstract

Purpose Business process improvement is vital for organizations as business environments are becoming ever more volatile, uncertain, complex and ambiguous. Process improvement methods help organizations sustain competitiveness. Many existing methods, however, do not fit emerging business environments as they entail initiatives with long implementation times, high investments and limited involvement of process participants. What is needed are agile process improvement approaches. The purpose of this paper is to explore the potential of digital nudging – a concept offering tools that lead individuals to better decisions – to improve business processes. Design/methodology/approach Using process deviance as theoretical lens, an online experiment with 473 participants is conducted. Within the experiment, business processes and digital nudges are implemented to examine whether digital nudging can mitigate the weaknesses of existing process improvement methods. Findings Digital nudging can influence the decisions of process participants and entail positive process deviance that leads to process improvement opportunities. Further, the research gives a first hint on the effectiveness of different digital nudges and lays the foundation for future research. Research limitations/implications Since exploring a completely new field of research and conducting the experiment in a synthetic environment, the paper serves as a first step toward the combination of digital nudging, business process improvements and positive process deviance. Originality/value The major achievement reported in this paper is the exploration of a new field of research. Thus, digital nudging shapes up as a promising foundation for agile process improvement, a discovery calling for future research at the intersection of digital nudging and business process management.

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References

1977The Measurement of Observer Agreement for Categorical Data 1960A Coefficient of Agreement for Nominal Scales 1974Judgment under Uncertainty: Heuristics and Biases 2008Nudge: improving decisions about health, wealth, and happiness 1973Availability: A heuristic for judging frequency and probability 2007Dual-Processing Accounts of Reasoning, Judgment, and Social Cognition 1991Anomalies: The Endowment Effect, Loss Aversion, and Status Quo Bias 2012Computing Inter-Rater Reliability for Observational Data: An Overview and Tutorial

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2023Disentangling sustainability and resiliency factors in buyer-supplier relationships: A state-of-the-art review 2023The Moral Permissibility of Digital Nudging in the Workplace: Reconciling Justification and Legitimation 2021Evaluating Digital Nudging Effectiveness Using Alternative Questionnaires Design 2026The Comparative Effects of Digital Green Nudging, Gamification, and Monetary Incentives on Return Motivation in E-Commerce 2026Choose sustainable! How digital nudging architectures shape sustainable choices and consumer perceptions

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