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Träfflista för sökning "AMNE:(SAMHÄLLSVETENSKAP Ekonomi och näringsliv) ;pers:(Gustafsson Anders);pers:(Kristensson Per)"

Sökning: AMNE:(SAMHÄLLSVETENSKAP Ekonomi och näringsliv) > Gustafsson Anders > Kristensson Per

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  • Snyder, Hannah, et al. (författare)
  • Identifying categories of service innovation : A review and synthesis of the literature
  • 2016
  • Ingår i: Journal of Business Research. - : Elsevier BV. - 0148-2963 .- 1873-7978. ; 69:7, s. 2401-2408
  • Forskningsöversikt (refereegranskat)abstract
    • Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance. 
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  • Kristensson, Per, 1969-, et al. (författare)
  • Tjänsteinnovation
  • 2014
  • Bok (övrigt vetenskapligt/konstnärligt)
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  • Andersson K, Pernille, et al. (författare)
  • The effect of frontline employees' personal self-disclosure on consumers' encounter experience
  • 2016
  • Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 30:May, s. 40-49
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.
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  • Edvardsson, Bo, et al. (författare)
  • Customer Integration in Service Innovation
  • 2010
  • Ingår i: The handbook of Innovation and Services. - Cheltenham : Edward Elgar Publishing. - 9781849803304 - 9781847205049 ; , s. 301-317
  • Bokkapitel (refereegranskat)
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  • Resultat 1-10 av 22

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