| 1. |
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| 2. |
- Alm, Håkan, et al.
(författare)
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Metod för utveckling av medborgarkontakter i Marks kommun
- 2008
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Annan publikation (populärvet., debatt m.m.)abstract
- Att säkerställa kvalitet i den service som en kommun erbjuder sina medborgare är en komplicerad uppgift. Olika analysinstrument och arbetsformer behöver tillämpas för att säkerställa tillräckligt tydligt medborgarfokus. I detta arbete har en metod utvecklats för att analysera kvalitet i det elektroniska servicemötet. Denna metod bygger på att betrakta organisationens ambitioner och de instrument som tillhandahålls för medborgarna i kontrast till den livssituation som medborgaren befinner sig i. Olika analysinstrument har tillämpats där resultaten pekar på att de tjänster som Marks kommun idag tillhandahåller för elektronisk kontakt inte i tillräckligt grad motsvarar medborgarnas förväntningar. I och med att arbetet i detta inledningsskede bara fokuserat på den elektroniska kontakten så är nästa steg att 1) bredda analysen till att också innefatta övriga sätt att ha kontakt med medborgaren och 2) studera samspelet mellan olika kontaktsätt samt 3) analysera processer och intern koordination hos Marks kommun för att säkerställa kvalitet i kontaktverksamheten.
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| 3. |
- Cronholm, Stefan, et al.
(författare)
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Collaborative practice : an action research approach to efficient ITSM
- 2011
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Ingår i: 1 st International & Inter-disciplinary Workshop on Practice Research.
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Konferensbidrag (refereegranskat)abstract
- This paper addresses collaborative research as an action research approach. Many times action research is described as embracing one research organisation and one business organisation. We are challenging this view by introducing the concept of collaborative practice. A collaborative practice can be seen as a cluster of local practices and researchers working together. In this way, a collaborative practice should enable joint learning between, and joint development efforts for, several business practices as well as contributing to general practice and the scientific body of knowledge. Based on a case study within efficient IT Service Management (ITSM), the concept of collaborative practice and its relation to other adjacent concepts (such as local practice, general practice and scientific body of knowledge) have been characterized. Our results should be viewed as preliminary since they are gathered from an ongoing project.
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| 4. |
- Cronholm, Stefan, et al.
(författare)
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Measures that Matters : Service Quality in IT Service Management
- 2014
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Ingår i: International Journal of Quality and Service Sciences. - : Emerald Group Publishing Ltd.. - 1756-669X .- 1756-6703. ; 6:1, s. 60-76
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SERVQUAL scale has been used as a base for suggesting customer-oriented measurements for the ITSM-field. The gathered qualitative empirical data consisted of customer feedback, in questionnaires, to five IT service providers in Sweden. Based on these empirical data, the SERVQUAL scale has been modified according to ITSM-specific customer requirements. The service providers represent the sectors: car construction, forest management, IT consultants, public sector and logistics. Findings – The paper demonstrates three types of findings: confirmation of original SERVQUAL determinants that could be reused in the ITSM-field, modification of attributes of the SERVQUAL determinants to better fit in the ITSM-field, and development of new categories and new attributes. Moreover, the analysis of SERVQUAL in relation to the empirical data revealed that the SERVQUAL’s original conceptual structure needed to be improved. The authors have added a third hierarchical level that supports a conceptual understanding. Originality/value – The knowledge contribution consists of a developed SERVQUAL, adjusted to fit the ITSM-field, and a suggested new conceptual structure of SERVQUAL consisting of three concepts: determinant, category and attribute.
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| 5. |
- Echeverri, Per, 1958-, et al.
(författare)
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Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
- 2017
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 36, s. 93-102
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility services, seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.
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| 6. |
- Echeverri, Per, 1958-, et al.
(författare)
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Consumer vulnerability during mobility service interactions : causes, forms and coping
- 2019
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Ingår i: Journal of Marketing Management. - : Taylor & Francis. - 0267-257X .- 1472-1376. ; 35:3-4, s. 364-389
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Tidskriftsartikel (refereegranskat)abstract
- Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.
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| 7. |
- Echeverri, Per, et al.
(författare)
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Dealing with customer misbehavior : The role of practical judgement in service provision
- 2009
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Ingår i: QUIS 11: Moving forward with Service Quality, Proceedings of the QUIS 11 – Services Conference, June 11-14, 2009, Wolfsburg, Germany. - 9783000273421
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Service encounters sometimes involve dealing with annoying or even threatening customers. Employees are being abused by customers and customers are being abused by service employees. However, much of current research on the dynamics of customer and service provider misbehavior fails to account for and explain incidents of customer abuse. Understanding the causes and consequences of misbehavior is important but not sufficient in advancing our knowledge that makes an impact in service industries. Uncovering the underlying knowledge that informs action on employee side seems to be more critical. Much current thinking reveals the significant role of tacit knowledge - a specific mode of knowing - in explaining the actions that may contribute to service interaction breakdowns. What we know less about is how tacit knowledge in service provision informs practical judgments, which in turn dictate how choices are made, decisions are reached and outcomes sought. By unpacking experience of incidents of customer abuse in service encounter interactions from an employee perspective; our paper aims to address the powerful role of practical judgment in service provision. We will, based on a rich empirical material on service interactions show how misbehavior appear in service encounters and by this elaborate on the underlying structures and mechanisms related to tacit knowledge. Supported by empirical data from service provision where the interaction is conditioned by no or limited service alternatives, we explore how employees experience and act on this kind of incidents. The findings are divided into four categories regarding two qualitatively different features of customer misbehavior, firstly the degree of misbehavior and secondly the misbehaviors direction towards the employee or the organization. On basis of different types of customer misbehavior we argue that the employees deal with misbehavior in distinctive ways. Based on these findings we propose some managerial implications.
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| 8. |
- Echeverri, Per, et al.
(författare)
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Dealing with customer misbehaviour : Employees’ tactics, practical judgement and implicit knowledge
- 2012
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Ingår i: Marketing Theory. - : SAGE. - 1470-5931 .- 1741-301X. ; 12:4, s. 427-449
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Tidskriftsartikel (refereegranskat)abstract
- Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.
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| 9. |
- Echeverri, Per, et al.
(författare)
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Demeanour Co-Creation Value (DCCV): Bi-Directional Practices In Service Encounters
- 2015
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Ingår i: 22nd Recent Advances in Retailing & Services Science Conference. - 9789038638089
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Konferensbidrag (refereegranskat)abstract
- This paper explores in-depth what frontline employees actually do when they co-create value in relation to customers. Analyses of data (1 469 short narratives, questionnaire responses, and instances of critical incidents) collected from surveys and interviews in public transport, are used to identify distinct styles of value co-creation. Building on service-dominant (S-D) logic and social practice theory, the authors identify “practice styles”, “value co-creation activities”, and “specific interactions’’ that underlie frontline co-creation of value in relation to people with functional limitations in both face-to-face and ear-to-ear interactions. The authors uncover and structure a list of customer value co-creation activities, in terms of doings and sayings, yielding a typology of seven practice styles and link these to quality in service encounter demeanour. When congruence among these value co-creation styles is displayed the demeanour tends to be associated with higher value and as such should be encouraged by managers and employees. As a consequence this vulnerable segment of customers will have better support in executing their daily transportation. The usefulness of the typology is demonstrated by showing links to quality of life and its potential application to other service encounter settings.
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| 10. |
- Echeverri, Per, 1958-, et al.
(författare)
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Embodied Value Co-Creation : A Turn-taking Perspective on Service Encounter Interactions
- 2017
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Ingår i: Journal of Creating Value. - : SAGE Publications. - 2394-9643 .- 2454-213X. ; 3:1, s. 1-17
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Tidskriftsartikel (refereegranskat)abstract
- This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value, that is, the specific reciprocal and embodied actions in service encounters.For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and that uncover how the interactants reciprocally use multiple modes in the production of social outcomes.Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.
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