| 1. |
- Edvardsson, Bo, 1944-
(författare)
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Tankefel inom vardag, yrkesliv och politik
- 2009
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Annan publikation (populärvet., debatt m.m.)abstract
- Syftet är att klargöra begreppet tankefel och att beskriva några vanliga exempel på tankefel. Tankefel har en omfattande förekomst och omfattande konsekvenser för enskilda och samhälle.
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| 2. |
- Caridà, Angela, et al.
(författare)
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Conceptualizing resource integration as an embedded process : Matching, resourcing and valuing
- 2019
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Ingår i: Marketing Theory. - : Sage Publications. - 1470-5931 .- 1741-301X. ; 19:1, s. 65-84
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Tidskriftsartikel (refereegranskat)abstract
- The strong linkage between the creation of value and the actors’ resource-integrating efforts forces academics and practitioners to understand how value stems from resource integration (RI). This article analyses RI as an embedded process within the wider process of interactive value formation. The study is conceptual in nature and adopts a qualitative research approach and an empirical contextualization strategy. It provides a granular perspective on RI and proposes a framework that depicts RI as a process that shapes and results from a complex service context through a sequence of three phases: matching, resourcing and valuing. The article, particularly the suggested new framework, contributes to the extant literature on RI in service research; it reconceptualizes RI as process per se that is embedded in actors’ value co-creation efforts and offers the opportunity to reflect on this process as a fundamental enabler in value-creating service ecosystems.
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| 3. |
- Valtakoski, Aku, et al.
(författare)
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Cross-country differences in new service development : The moderating effects of national culture
- 2019
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 30:2, s. 186-208
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.
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| 4. |
- Walter, Ute, et al.
(författare)
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The physical environment as a driver of customers' service experiences at restaurants
- 2012
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Ingår i: International Journal of Quality and Service Sciences. - : Emerald. - 1756-669X .- 1756-6703. ; 4:2, s. 104-119
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words.Design/methodology/approach – A critical incident study was conducted through 122 interviews resulting in a total of 195 favourable and unfavourable customer service experiences in restaurants. Data were analysed inductively in accordance with the principles of constant comparison and the results were interpreted by regarding customers as creators of their own meaning.Findings – The physical environment has both a functional and a social dimension and it is an important driver of customer service experiences in restaurants. Customers interact with these drivers individually and create their own meanings and value expressed as feelings, thoughts, imagination and behaviour.Research limitations/implications – The results develop the tenets of service-dominant logic by offering some insight into customers' own logic in value creation and the design of the physical restaurant environment.Practical implications – Customers actively construct their own individual meanings from the physical environment, throughout the whole service process, indicating that the customer service experience is not controlled solely by restaurant management. As some drivers are only experienced in their absence or when they are noticeably disturbing or pleasing, it is important for managers to understand these dimensions in order to treat them appropriately. Both favourable and unfavourable service experiences need to be considered.Originality/value – The physical environment can be described as a dynamic driver which includes a social dimension and customers are regarded as active creators of their own experience.
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| 5. |
- Walter, Ute, et al.
(författare)
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Drivers of customers’ service experiences : a study in the restaurant industry
- 2010
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Ingår i: Managing Service Quality. - Yorkshire, United Kingdom : Emerald Group Publishing Limited. - 0960-4529 .- 1758-8030. ; 20:3, s. 236-258
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to identify, portray and analyse the frequent drivers of customer service experiences as described by customers in their own words – the voice of the customer.Design/methodology/approach: A critical incident technique study was conducted, based on 122 interviews, including 195 favourable and unfavourable narratives, about customer experiences. The data were analysed in an inductive manner and the results are presented by means of extracts from the narratives.Findings: The findings describe the dimensions of drivers of customers' favourable and unfavourable experiences and the frequent drivers, the social interaction, the core service and the physical context.Research limitations/implications: Customer experiences are processes and include dynamic interactions and the customer as a co-producer. The study context is limited to the restaurant setting and Swedish customers.Practical implications: For managers the results suggest that great effort needs to be put into understanding the process of customer experiences and the various interactions involved, especially social interactions and the crucial roles of contact employees and customers involved in these interactions.Originality/value: The paper provides a detailed description and analysis of the frequent and less frequent drivers of favourable, and unfavourable customer experiences – the constellation of drivers. The findings are illustrated by extracts from customer narratives and show how experiences occur and that experiences are processes occurring in a social and physical environment when people do things together. Furthermore, the paper introduces customer experience to service dominant logic by describing the dynamics of resource interactions in customer experience formation.
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| 6. |
- Gebauer, Heiko, et al.
(författare)
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The Impact of Service Orientation in Corporate Culture on Business Performance in Manufacturing Companies
- 2010
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 21:2, s. 237-259
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product organization interacts with service culture.Design/methodology/approachData are collected through a survey and structural equation modeling is used for the data analysis.FindingsThe three main findings are: identified interactions among different elements of service orientation in corporate culture, the positive association between the service orientation of corporate culture and business performance, and the moderating effects of the type of organizational structure on interactions among service‐orientation elements in corporate culture.Research limitations/implicationsThere may be alternative explanations for the correlations in the model. There are limitations in survey research in measuring service orientation in service culture.Practical implicationsSeparating the service and product organization strengthens the creation of a service orientation in the corporate culture, but at the same time, does not affect the link between culture and performance.Originality/valueThe originality of the paper comes from combining service orientation in corporate culture with types of organizational structure. In addition, compared to the dominant single dimension approach to service orientation in corporate culture, four dimensions are used (service orientation of management values, management behavior, employee values, and employee behavior).
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| 7. |
- Lundberg, Christine, 1972-
(författare)
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Challenges in Delivering Services: The Front-Line Hospitality and Tourism Employee Perspective
- 2010
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Significant challenges are faced by front-line hospitality and tourism employees interacting with customers on a daily basis. These challenges and the ways they are dealt with form the focus of this thesis. As they interact, a range of incidents may arise from highly satisfactory encounters to service failures. It has been argued that in order to achieve satisfactory service encounters, employees need to feel in control, satisfied and motivated as well as being given appropriate assistance, information and training. Front-line employees in hospitality and tourism are focused on here due to the complex nature of the industry. It is commonly agreed that it is characterised by poor working conditions such as anti-social working hours, part-time and/or seasonal work, minimal on-the-job training and low levels of pay. These are all factors which may affect employee work satisfaction and motivation as well as recruitment and retention. The thesis is comprised of four studies. In Study I, hospitality and tourism employee work motivation is analysed. Study II examines front-line hotel restaurant employees’ experiences of service encounters. How the skills utilised by employees during these service encounters are acquired and developed is then explored in Study III. Study IV concludes by examining employee informal information sharing activities, which offer one way of developing these skills. The thesis’ findings paint a more positive picture of work and workers in hospitality and tourism than suggested in some of the earlier published research. This could be explained by the fact that the thesis utilises an employee perspective in its truest sense. The findings of the thesis show that employees are motivated (to large extent by factors that have been pointed out in earlier published work motivation research) and that they are active in the pursuit of developing skills necessary to create satisfactory service encounters. Another conclusion of the thesis’ findings is that the interaction between workers and guests in the service encounter provides an important opportunity for workers to feel satisfied at work.
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| 8. |
- Findsrud, Rolf Gunnar, et al.
(författare)
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Motivation : The missing driver for theorizing about resource integration
- 2018
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Ingår i: Marketing Theory. - : Sage Publications. - 1470-5931 .- 1741-301X. ; 18:4, s. 493-519
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Tidskriftsartikel (refereegranskat)abstract
- Resource integration is vital to value co-creation. However, most research focuses on competencies as enablers of resource integration and the social aspects that guide them. Based on a literature review of resource integration and motivation theories, this article proposes including motivation as a driver of resource integration and integrating concepts from motivation theories into the resource integration process. This approach extends the understanding and conceptualization of actors’ resource integration processes, such that motivation determines the direction, intensity, and persistence of effort. When they engage in behavioral and cognitive activities, actors interact with resources, which informs the actors and influences their competences and motivation. Accordingly, motivation is central for a clear understanding of the psychological mechanisms of resource integration processes, as motivation expands the explanatory power of sociological factors by including intensity and persistence.
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