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Sökning: L773:0264 2069

  • Resultat 1-10 av 28
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  • Alverén, Ellen, et al. (författare)
  • Seasonal employees' intention to return and do more than expected
  • 2012
  • Ingår i: Service Industries Journal. - 0264-2069. ; 32:12, s. 1957-1972
  • Tidskriftsartikel (refereegranskat)abstract
    • Seasonal employment is important in the service industries. Having motivated and satisfied employees is fundamental when front-line employees play a key role for the customers' perceived service quality. Seasonal work differs from permanent employment in many aspects and if managed properly, this could be a competitive advantage and contribute to the success of an organization. This study focuses on seasonal employees' intention to return and to do more than expected at work as well as the relationships between certain motivational factors and job satisfaction. A survey was carried out at four ski resorts with 477 respondents. Correlation and regression analyses indicate that job satisfaction influences the intention to return but does not have a strong influence on organizational citizenship behaviour (i.e. doing more than expected at work). The results improve our understanding of seasonal workers' motivation and behaviour. The concluding part discusses managerial implications.
  • Andersson Cederholm, Erika, et al. (författare)
  • The Service Triad: Modelling Dialectic Tensions in Service Encounters
  • 2010
  • Ingår i: Service Industries Journal. - Taylor & Francis. - 0264-2069. ; 30:2, s. 265-280
  • Tidskriftsartikel (refereegranskat)abstract
    • SUMMARY: Models of service encounters are often fraught by reductionism, describing business relationships as mathematical combinations of dyadic constellations. Metaphors of ideal social relationships (marriages or friendships) are highlighted to stress normative aspects of equal, balanced and long-term business partnerships. However, these approaches are limited in their analytical sensitivity, as they cannot address the complexity of multipart relationships, where meanings, roles and relationships are continuously constructed and reconstructed. In order to understand the ambivalent quality of business interactions, this article analyses the corporate travel market by applying Georg Simmel’s depiction of the triad as a specific social form. Triadic constellations and more complex service networks involve dialectic tensions, simultaneously exhibiting loyalty and disloyalty, trust and distrust, empowerment and disempowerment. It is argued that a qualitative methodology is more adequate approach to grasp such dynamic and contextual social realities, because (opposed to a quantitative approach) it is not confined to operate with mutually exclusive analytical categories.
  • Carlborg, Per, et al. (författare)
  • The evolution of service innovation research A critical review and synthesis
  • 2014
  • Ingår i: Service Industries Journal. - Routledge. - 0264-2069. ; 34:5, s. 373-398
  • Tidskriftsartikel (refereegranskat)abstract
    • The number of service innovation articles has increased dramatically in the past 25 years. By reviewing 128 articles published between 1986 and 2010, primarily in leading marketing and innovation journals, this study analyzes the progression of service innovation research according to topicality and perspective. The authors summarize prior research by clustering it into three evolutional phases and drawing parallels with the evolution of the wider services marketing field. Overall, the view of service innovation has evolved, from a complement of traditional product innovation to a multidimensional, all-encompassing notion that entails several functions, both within and outside the firm.
  • Dahlström, Margareta, 1958- (författare)
  • The production of child care services in Sweden- uneven development and local solutions
  • 1997
  • Ingår i: Service Industries Journal. - Florence, Kentucky : Routledge. - 0264-2069. ; 17:1, s. 28-50
  • Tidskriftsartikel (refereegranskat)abstract
    • This article deals with the production and regional development of child care services in Sweden. The production of social services outside the home is discussed in relation to labour market needs and equal opportunities. Staffing, organisation and extension of child care services, as well as restructuring trends are dealt with. The services studied are characterised by local solutions. Reasons for local variations are discussed with special references to labour market factors, political tradition and level of urbanisation. No single factor can explain the variations. Explanations have to be found in the specific local mix of factors.
  • Daunfeldt, Sven-Olov, et al. (författare)
  • Firm growth in the Swedish retail and wholesale industries
  • 2013
  • Ingår i: Service Industries Journal. - 0264-2069. ; 33:12, s. 1193-1205
  • Tidskriftsartikel (refereegranskat)abstract
    • To identify the determinants of firm growth in the Swedish retail and wholesale industries during 2000–2004, we analyse a sample of 400 limited liability companies using quantile regression techniques. Firm growth was mainly found to depend upon time-invariant firm-specific effects, supporting Penrose's [1959. The theory of the growth of the firm (4th ed.). New York: Oxford University Press] suggestion that internal resources such as firm culture, brand loyalty, entrepreneurial skills, and so on are important determinants of firm growth.
  • Edvardsson, Bo, et al. (författare)
  • Key Concepts for New Service
  • 1996
  • Ingår i: The Service Industries journal. - 0264-2069. ; 16:2
  • Tidskriftsartikel (refereegranskat)
  • Edvardsson, Bo, et al. (författare)
  • 'The IKEA Saga' : Service Culture and Service Strategy
  • 2002
  • Ingår i: Service Industries Journal. - 0264-2069. ; 22:4, s. 153-186
  • Tidskriftsartikel (refereegranskat)abstract
    • Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success
  • Engen, Marit, et al. (författare)
  • Exploring the role of frontline employees as innovators
  • 2015
  • Ingår i: Service Industries Journal. - 0264-2069. ; 35:6, s. 303-324
  • Tidskriftsartikel (refereegranskat)abstract
    • This article aims for a deeper understanding of front-line employees (FLEs) and their boundary-spanning role in service organizations’ innovation processes from the vantage points of creativity and service innovation theory. It explores in particular FLEs’ processes of creativity by focusing on how ideas emerge and how these ideas are further managed in the organizations’ innovation processes. It draws on an in-depth empirical study of three units at a large spa and resort hotel. The article demonstrates how FLEs’ ideas are related to the assimilation and utilization of knowledge gained in the customer–supplier interface. Furthermore, it introduces the concept of ‘management by weaving’, which encompasses the middle managers’ roles in the complexity of leading diverse innovation processes in the service organization. By having the roles of facilitator, gatekeeper, and translator, middle managers hold the key position for letting FLEs play the role as innovators.
  • Eriksson, Kent, et al. (författare)
  • Knowledge of inter-customer relations as a source of value creation and commitment in financial service firm's intermediation
  • 2007
  • Ingår i: Service Industries Journal. - 0264-2069. ; 27:5, s. 563-582
  • Tidskriftsartikel (refereegranskat)abstract
    • This paper develops a knowledge perspective on value creation in organisations that employ mediating technology to facilitate inter-customer relations. Mediators, individually and collectively, build networks of customers between whom linking can take place, and they provide services that facilitate inter-customer exchanges. Earlier research has shown the importance of size and standardisation in mediation. A different stream of research has shown that contextual knowledge is important for problem solving and innovation in organisations. Combining theories of mediating technology and situated problem solving, the paper posits that inter-customer relations constitute the fundamental context for value creation of firms using the mediating technology. LISREL is used to test relationship-level, cross-sectional hypotheses that link knowledge of inter-customer relationships, added value, and customer commitment to bank services for small firms. This work extends Thompson's work on mediating technology with implications for organisation action by demonstrating that mediators' knowledge of inter- customer relationships is an important resource in intermediation. Three contributions are made to strategic management and organisation theory. First, the paper provides a deeper understanding of the relationship between knowledge and committed customers. Second, fundamental resources are developed for firms using mediating technology. Finally, the use of the situated knowledge concept is extended to inter-customer relations, thus explaining performance beyond the contexts to which the concept has previously been applied. The findings have implications for segmentation practices, organisation domain decisions and the corresponding organisational
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