| 1. |
- Carlborg, Per, 1984-, et al.
(författare)
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The evolution of service innovation research : a critical review and synthesis
- 2014
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 34:5, s. 373-398
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Forskningsöversikt (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.
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| 2. |
- Sundin, Elisabeth
(författare)
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Gender-determined Jobs and Job-rotation - Problems and Possibilities
- 2001
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Ingår i: The Service Industries Journal. - 0264-2069. ; 21:3, s. 87-112
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Tidskriftsartikel (refereegranskat)abstract
- The aim of the article is to discuss and analyse the strategy for quality introduced by a Swedish daily-ware retailer and especially what role organisational rationality, irrationality and gender plays for some aspects of this strategy. The strategy was motivated by the intense competition. One of its key components was work rotation in the stores. Six out of 90 stores were studied. In five of these work rotation was selective: the most female-labelled duty, cashier work, and the most male-labelled, butchering, were excluded. In the sixth store the work rotation was total. Before analysing the results, the national, sector and company contexts are presented. The analytical tools and concepts are drawn from different feminist organisational researchers. The main conclusions are that decisions made by top managers are necessary but not sufficient to create changes in organisations. The importance of middle management is emphasised although it is obvious that power is present everywhere. These findings indicate that there is not one all-embracing decision behind the outcomes but rather many small decisions made by both women and men on all hierarchical levels. The outcome also suggests that economic rationalities are weaker than gender rationalities, an outcome which ought to influence organisational theories.
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| 3. |
- Öberg, Christina, 1970-
(författare)
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The core-customer concept
- 2011
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 31:16, s. 2677-2692
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer.
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