| 1. |
- Andersson, Tommy D., et al.
(författare)
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Experience accounting : an accounting system that is relevant for the production of restaurant experiences
- 2009
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 29:10, s. 1377-1396
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Tidskriftsartikel (refereegranskat)abstract
- Restaurants are clearly part of the experience industry but managers get little information and support from the accounting system in their efforts to create memorable meal experiences for their customers. The objective of this study is to empirically assess how an accounting system can be better aligned with the production of customer experiences. First, total costs are allocated to the production of four major types of experiences in a restaurant: basic food, culinary finesse, atmosphere, and service. This is followed by an analysis of customer evaluations of a meal experience categorised into the same four components. The study is based on empirical accounting data from three restaurants and an explorative study of how their customers evaluate an ideal as well as an actual meal experience they had in that restaurant. Experience evaluations are made in monetary terms, using the contingent valuation method, and the value of an experience can be compared with the cost of producing it. The analysis of the production cost compared with the value created indicate that, on average, the restaurants need to reallocate resources from service and basic food expenses to invest in the interior atmosphere of the restaurant to meet customer expectations.
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| 2. |
- 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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| 3. |
- Daunfeldt, Sven-Olov, 1970-, et al.
(författare)
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Which firms provide jobs for unemployed non-Western immigrants?
- 2019
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 39:9-10, s. 762-778
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Tidskriftsartikel (refereegranskat)abstract
- Although the refugee immigration crisis is one of the major socio-economic challenges in Europe, we still lack knowledge on what characterizes firms that provide jobs for unemployed immigrants. We provide an answer by investigating firms that recruit unemployed non-Western immigrants using matched employer-employee data from Statistics Sweden. We find large industry differences; firms active in the service sectors, such as the hospitality, transport, and healthcare industries, are much more likely to hire unemployed non-Western immigrants than firms in high-tech and manufacturing industries. In addition, after controlling for educational attainment and industry of occupation, firms with at least one non-Western immigrant manager hire more than four times as many unemployed non-Western immigrants than firms without any non-Western immigrant managers. Public policies that target industries might thus also influence job opportunities for immigrants and, thereby, the possibility of their integration into society.
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| 4. |
- 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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