| 41. |
- Björlin Lidén, Sara, 1973-
(författare)
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The Role of Service Guarantees in Managing Services
- 2004
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. The aim of this dissertation is to provide a wider understanding of the roles of service guarantees. Data is gathered from actual customers (as opposed to fictitious participants of an experiment) and/or employees regarding service guarantees in three different service contexts. The methods used to gather and analyze the data were manifold and includes personal interviews, Mystery Shopping observations, focus group interviews and a postal survey. The results represent new knowledge when it comes to the roles of service guarantees in managing services. Previous research has almost exclusively addressed pre-purchase effects of the service guarantee, but has failed to address the impact of the service guarantee after it has been used. Therefore, the most important contribution to service research of this dissertation concern the understanding of service guarantees “in action” and the post-use effects of a service guarantee in real service settings. Another contribution is the identification of the recovery paradox; that the customer is more satisfied with the service after he or she has used the service guarantee, than before he or she experienced the original service failure. This result strongly suggests that the use of a service guarantee can make a fruitful contribution in the managing of services.
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| 42. |
- Borumand, Maryam, et al.
(författare)
-
Socialtjänstens maktutövning
- 1995
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Syftet är att grundat på litteratur undersöka hur socialtjänsten kontrollerar medborgare. Fyra fall visas. Värderingar och intressen hos makthavare dominerar socialtjänsten, forskning och användning av kunskap. Makthavare kontrollerar forskningsresurser och skapar kunskap till egna intressen.
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| 43. |
- Bowen, David E., et al.
(författare)
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Learning from the pioneering founders of the service research field
- 2023
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:4, s. 605-630
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.
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| 44. |
- Broberg, Alexander, et al.
(författare)
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Instruktionsminne : Förmågan att kunna erinra och hålla isär korta instruktioner
- 2002
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Syftet är att undersöka förmågan att minnas och hålla isär tre olika militära order innehållande 30 ord vardera. Deltagande värnpliktiga (N = 53) fick lyssna på samtliga tre order givna av ett befäl och fick sedan skriva ner order nr 2. Resultatet visade att deltagarna klarade av att hålla isär givna order och att de tenderade att minnas bäst från den första halvan av den givna ordern. De fel som uppstod i återgivningen bestod främst av bortfall av ord och informationen, i den utsträckning den erinras, ändras i sättet att uttrycka den.
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| 45. |
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| 46. |
-
Business transformation for a sustainable future
- 2021
-
Samlingsverk (redaktörskap) (övrigt vetenskapligt/konstnärligt)abstract
- Interconnecting the concepts of sustainability, innovation and transformation, this book explains how organizations have successfully transformed themselves and wider society to foster a more sustainable future, and identifies the difficulties and challenges along the way. Part of the Principle of Responsible Management Education (PRME) series, the book promotes a strong voice for meeting sustainability challenges for transformative change in a globalized world through business education and practice.A transition to a more sustainable way of doing business can only be attained by combining technology with profound system innovations and lifestyle changes. The chapters in the book, each written by a strong and well-recognized team of researchers in the field, open up the discussion about a new partnership between sustainability, innovation, and transformation that includes the global society (big world), the biosphere (small planet), and also requires a deep mind shift. The book presents cases from business (including Ikea and Eataly) and other service networks including the Base of the Pyramid (BoP), and illustrates how these organizations have transformed themselves for a sustainable future. The research perspectives are macro (policies and legislation), meso (institutional practices) and micro (business practices and individual behavior). This book is where research meets real-world business and societal practice. The chapters are grounded in business research, specifically the interdependencies between sustainability, innovation, and transformation, which makes for a robust basis for describing, explaining, and understanding the complex challenges faced by business and society in the 21st century.The book is intended for graduate- and postgraduate-level students and executive education with implications for practitioners. Furthermore, it contributes to multidisciplinary research in the field of interaction between business and society with a view to extending the firm-centric view to encompass a broader, systemic, and dynamic understanding of business and societal transformation.
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| 47. |
- Camén, Carolina, 1975-
(författare)
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Using contracts to manage services : A study of contracts in public transport
- 2011
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Contracts play a key role in many business to business relationships. Service organisations are no exception. Despite a growing interest of services and how services are managed, research on how to use contracts to manage services has been surprisingly sparse in service research. The overall aim of this thesis is to contribute to a deeper understanding of using contracts to manage services in business-to-business relationships. Contract theories together with concepts from service research are used to enrich and understand how contracts are used to manage services and thus make contributions to service research. The thesis will give an empirically grounded understanding of managing services through contracts. The thesis consists of six separate papers, all based on data gathered from contractual relationships between contractors and service providers. The results are based on studies of authentic contracts which are not the case in most previous studies. The methods used for gathering and analysing data involve case studies, content analysis of authentic contracts, interviews and document studies of the public transport sector in Sweden which is an empirically rich area for studying contracts. The three main contributions of this dissertation are; firstly, an extended understanding of how contracts are used to manage the prerequisites for service quality for the parties involved. It was found that the concept service quality is brought forward on three interdependent managerial levels; from a detailed operational level, to a systemic oriented strategic level, and also a visionary rhetorical level each specifying the prerequisite for the services. To manage the prerequisites, the contracts rely on three identified means; laws and regulations, standards and measurements and economical incentives. Secondly, the detailed contents and rigidity of the contracts bring forward an inflexible and asymmetric relationship, where the parties are restricted in their activities. Here the contracts become a substitute for trust and commitment instead of supporting the development of trust and commitment. Finally, the thesis deepen the understanding of the role of contracts in governing services, from being a static abbreviator to a dyadic market based relationship, to becoming a dynamic tool for developing and sustaining a value creating and value driven collaborative network.
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| 48. |
- Cárdenas-Barrón, L.E., et al.
(författare)
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Inventory model optimization revisited: Understandingservice inventories to improve performance
- 2020
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Ingår i: Scientia Iranica. International Journal of Science and Technology. - : Sharif University of Technology, Scientia Iranica. - 1026-3098 .- 2345-3605. ; 27:3, s. 1572-1592
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Tidskriftsartikel (refereegranskat)abstract
- Services are increasingly important in the modern economy, for both service and manufacturing firms, yet inventory literature has been focused mainly on physical goods and, only a few studies have included services in optimization. On the other side, traditional service management literature relies on an extremely narrow definition of inventory that excludes services, because they are perishable. Thus, there is a lack of research in the link between inventory optimization and service management. However, according to a new service inventory approach, businesses components such as tasks or information, as different from physical goods, can be performed and stored in anticipation of service demand as a form of service inventory—that is, inventorying by anticipation rather than delaying the service. This article aims to contribute to this lack of research by proposing a service inventory optimization model that integrates a service orientation to optimize tasks and information to be performed in advance. In contrast with traditional inventory models, where the objective is to optimize physical items, in this approach physical products whenever included, constitute only mechanisms for service provision. This service inventory model contributes to optimize the quantity of tasks or information to be anticipated and thus provides benefits for customers.
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| 49. |
- Carida, Angela, et al.
(författare)
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Creating harmony through a plethora of interests, resources and actors : the challenging task of orchestrating the service ecosystem
- 2022
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Ingår i: Journal of service theory and practice. - : Emerald Group Publishing Limited. - 2055-6225 .- 2055-6233. ; 32:4, s. 477-504
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Tidskriftsartikel (refereegranskat)abstract
- Purpose There is a need to understand value co-creation in service ecosystems that engage multiple actors with different goals. This study aims to extend the understanding of value co-creation by considering the orchestration of service ecosystems with reference to resource-integration processes. Design/methodology/approach An exploratory case study approach is used to analyze actors' roles in resource orchestration within a service ecosystem, gathering data from the macro, meso and micro levels of an Italian hospitality and tourism services ecosystem. Findings A framework is devised that highlights the intersection between orchestration and resource integration for value co-creation processes across the macro, meso and micro levels in service ecosystems. This extends the understanding of service ecosystem dynamics, especially how new value co-creation structures emerge, by emphasizing the circular causality between system levels. Findings show how orchestrating resource integration activities initiate and institutionalize non-linear value co-creation processes. Practical implications Resource integration orchestration within and between ecosystem levels is a possible response to societal challenges and for creating economic, cultural and social value across the community. The study offers policymakers insights into developing new competencies for developing actions according to a logic of socially and sustainable value. Originality/value This study advances the understanding of service orchestration by expanding the concept and the feasibility of service ecosystem orchestration. It offers insights into the importance of orchestrating resource integration to the emergence and vitality of service ecosystems themselves. The study responds to the need for empirical studies on value co-creation.
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| 50. |
- Carida, Angela, et al.
(författare)
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Leveraging TSR and social innovation for social inclusion via platforms
- 2024
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507.
-
Tidskriftsartikel (refereegranskat)abstract
- This study examines the potential of digital platforms to drive transformative social innovation and create new services that promote social inclusion. By integrating transformative service research (TSR) with social innovation literature, this study presents an interdisciplinary framework that highlights the role of digital platforms in alleviating the suffering of vulnerable populations and fostering happiness, thereby enhancing social conditions and community well-being. Empirical examples, such as Kiva, Duolingo, and Change.org, demonstrate the practical application of this framework in finance, education, and civic engagement. This research advances the conceptual foundation of TSR, offering valuable insights for academics, practitioners, and policymakers seeking to leverage digital platforms for social inclusion and societal improvement.
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