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Sökning: L773:0264 2069

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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.
  • Echeverri, Per, 1958- (författare)
  • Co-creating sociality : Organizational and marketing in voluntary organizations
  • 2018
  • Ingår i: Service Industries Journal. - Taylor & Francis. - 0264-2069. ; 38:5-6, s. 282-302
  • Tidskriftsartikel (refereegranskat)abstract
    • A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create transformative services.
  • Edvardsson, B., et al. (författare)
  • Internal service quality and the psychosocial work environment : An empirical analysis of conceptual interrelatedness
  • 1997
  • Ingår i: Service Industries Journal. - 0264-2069. ; 17:2, s. 252-263
  • Tidskriftsartikel (refereegranskat)abstract
    • There is a need to integrate service quality concepts withconcepts from other research fields, such as the psychosocialwork environment, to help us better understand and create abasis for quality control in services. The main aim of this paperis to explore empirically the relationships between thepsychosocial work environment and internal service qualily. Weuse concepts and measures derived from psychosocial workenvironment theory and service quality theory respectively. Datawere collected from 555 employees in a Swedish computerservice company using questions from a Stress Profile as well as from a Quality Profile. All 52 items from the Stress Projile and20 items from the Quality Profile were entered into a factoranalysis. The main result of the study is not the exact outcome ofthe factor analysis per se, but rather the point that questionsderived from two different research fields appear to measuredifferent mental representations of work conditions. Clearly,interdependence exists between the psyclzosocial workenvironment and internal quality. It is quite concmon to ncap adrestructure service processes in order to improve internal qualityin an attempt to solve quality problems created by organisationalchanges. We suggest that it should be equally inportant to takenieasures to increase work satisfaction by improvingpsychosocial work conditions
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