| 31. |
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| 32. |
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| 33. |
- As'ad, Nabila, et al.
(författare)
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Understanding service ecosystem dynamics : a typology
- 2024
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 35:6, s. 159-184
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Tidskriftsartikel (refereegranskat)abstract
- PurposeThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approachThis study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. FindingsThe paper identifies three types of service ecosystem dynamics-behavioral patterns of service ecosystems-and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implicationsThe typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/valueThe paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.
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| 34. |
- Axelsson, Linda, et al.
(författare)
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Samtalsminnen inom polisförhör med barn och ungdomar
- 1997
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Syftet är att undersöka vilka kategorier av samtalsminnen som förekommer hos förhörsledare och hos förhörda barn. Totalt 20 förhörsutskrifter med barn och ungdomar granskades. Ett kategorisystem redovisas över förhörsledares olika varianter av samtalsminnen och två kategorisystem redovisas över de förhördas olika varianter av samtalsminnen inom och utom förhörssituationen.
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| 35. |
- Axelsson, Maria, et al.
(författare)
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Press i utredande samtal med barn
- 1999
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Förskolebarn (N = 32; pojkar och flickor 3 respektive 5 år gamla) intervjuades dels neutralt och dels med någon press. Resultatet påvisade en påtaglig förändring i svarsmönster vid införande av press.
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| 36. |
- Bejou, D, et al.
(författare)
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A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationshiops : The Case of Swedish and U.S. Airlines
- 1996
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Ingår i: Journal of Travel Research. - : SAGE Publications. - 0047-2875 .- 1552-6763. ; 35:1, s. 35-40
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Tidskriftsartikel (refereegranskat)abstract
- This article presents the results of empirical studies of critical incidents in airline services in Sweden and the United States. The main aim is to describe and analyze service break downs from the customer's point of view and thus create a basis for crisis management. The aim is also to compare Sweden, a monopoly market, with the United States, a market with keen competition in airline services. The discussion is based on personal interviews with 320 customers and 80 airline employees in Sweden and 241 customers and 100 employees in the United States. The study focuses on negative critical incidents in the relations between the service provider and business passengers
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| 37. |
- Ben Letaifa, Soumaya, et al.
(författare)
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The role of social platforms in transforming service ecosystems
- 2016
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Ingår i: Journal of Business Research. - : Elsevier BV. - 0148-2963 .- 1873-7978. ; 69:5, s. 1933-1938
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Tidskriftsartikel (refereegranskat)abstract
- This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a-service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on how people, especially social movers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that starts with people, evolves to meso and macro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems.
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| 38. |
- Berg, Iren, et al.
(författare)
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BUP-utredningar : En kritisk granskning
- 2002
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Femton BUP-utredningar, flertalet riktade till socialtjänsten, granskas kritiskt utifrån saklighetsaspekter. Omfattande saklighetsbrister och tankefel förekommer. Brist på etik föreligger.
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| 39. |
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| 40. |
- Björlin-Lidén, Sara, et al.
(författare)
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Customer Expectations on Service Guarantees
- 2003
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Ingår i: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 13:5, s. 338-348
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Tidskriftsartikel (refereegranskat)abstract
- Focuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public transport, where customers that have invoked a service guarantee participate in focus groups. The results expand on prior research, which has argued that negative industry reputation is a hotbed for service guarantees and that the most preferred guarantee is unconditional; the paper’s results imply that customers prefer detailed regulations for when the guarantee is applicable, and that their general disbelief in a company with negative reputation makes the unconditional guarantee seem like a rip off. The results also indicate that the customers of a public service want the guarantee to be fair, that is, fairness in the possibility for all customers to invoke the guarantee, that all customers are familiar with the guarantee and that it cannot be misused by cheating customers. One of the contributions of the article is therefore to add “fairness” as a dimension to the previous guidelines suggested by Hart.
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