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The topicality of customer engagement into value creation as a marketing research object has especially grown in the context of current value co-creation studies. The current exploration shows that most works on the topic of customer engagement into value creation have been performed in the case of services. Their analysis reveals that up till now no complex research has been done that would analyse reasons for engagement into value creation of customers of services and all possible intermediate variables of relations between customer engagement into value creation and loyalty. The aim of this article is to substantiate the integrated approach towards customer engagement into value creation identifying its determining factors and relations with loyalty in the case of health care services. The compiled theoretical framework reflects the integrated approach towards service customer engagement into value creation and encompasses two groups of relations between the research constructs. The results of the empirical research show that patients' engagement into value creation is strongly influenced by communication of a clinic's doctors, and the other three factors have an average influence. It has been revealed that the influence of patients' engagement into value creation on attitude loyalty is stronger not in the case of direct impact of patients' engagement into value creation on loyalty but through intermediate variables. This is based on the research results, which confirm the influence of patients' engagement into value creation on their satisfaction, trust, and relationship strength of a clinic's doctors. All the mentioned variables influence patients' attitude loyalty, and the strongest influence is identified in the case of trust. The influence of patient's engagement into value creation on behaviour loyalty has not been identified.

Abstract-Growing ICT role and adaptation implies various attempts to understand what economic benefits ICT bring to private and public sectors. Private sector was deeply analyzes by various researchers; however ICT impact on public sector is not explored in deep. Paper analyzes ICT development preconditions as well as various perspectives towards ICT economic impact evaluation. Considering earlier research paper proposes conceptual ICT impact on private and public sectors assessment model. Index Terms-ICT impact, impact evaluation framework, public sector, business sector.

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Purpose Business model innovations (BMIs), their drivers and outcomes are attracting increasing attention in academic literature. However, previous studies have mainly focused on large companies, while knowledge of BMI in small-to-medium-sized enterprises (SMEs) is limited. Therefore, the purpose of this paper is to add new insights into how related BMI drivers, practices and outcomes are in relation to SMEs. Design/methodology/approach An extensive review of the existing literature was performed. Consequently, the relationships between BMI drivers, BMI practices and outcomes of BMI were developed as a conceptual framework. An empirical study was carried out. A structural equation modeling (SEM) procedure was used to empirically test the model using a quantitative data set of Lithuanian SMEs (n=73). Findings The study provides insights into the relations between BMI drivers, BMI practices and outcomes of BMI in SMEs. The findings of SEM, four drivers (innovation activities, strategic orientation, market and technology turbulence, respectively) are indicated to contribute to BMI of SMEs. In addition, the results proved that the implementation of BMI practices leads to strategic and architectural changes in firms and has a positive impact on SMEs performance and innovativeness. Research limitations/implications Empirical research is focused on a limited number of internal and external BMI drivers, which have an influence on BMI in SMEs from one geographical region. Consequently, there are many external and internal BMI drivers which also may have an influence on BMI in SMEs, such as industry life cycle, organizational inertia and leadership. Meanwhile, SMEs possess multiple characteristics, i.e. a phase of maturity, gender of CEO, firm size and industry; therefore, the aforesaid aspects are considered to be significant limitations. In addition, the importance of SMEs characteristics as mediators for the effects on a firm’s performance and innovativeness should be considered in future research avenues. Practical implications Findings of this research can be used by SME managers to better understand how firms might actively engage in BMI practices, what drivers lead to BMI and, in turn, affect their firm’s performance and innovativeness. SME managers should be encouraged to pay attention to strategic and architectural changes of BM that can contribute to enterprise performance and innovativeness. Originality/value This paper adds to the stream of BMI research by empirically exploring drivers and outcomes of BMI in SMEs. In addition, this paper fulfills research gaps proposed by Bouwman et al. (2018), Foss and Saebi (2017), Heikkilä, Bouwman and Heikkilä (2018) and Lambert and Davidson (2013), and enhances the current overall understanding of BMIs.

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