| 1. |
- Hermelin, Brita
(författare)
-
Producer service firms in globalising cities : the example of advertising firms in Stockholm
- 2009
-
Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29:4, s. 457-471
-
Tidskriftsartikel (refereegranskat)abstract
- Spaces of flows have become basic processes and elements in the development of space economies and cities. The objective in this study is to understand spaces of flows of advanced producer services. This article focuses on advertising firms in the geographical context of Sweden and Stockholm. The analysis considers advertising activities in the context of globalisation and post-modern economies. The empirical data for this article are derived from secondary sources, including statistics, firm directories, and business journals. The conclusions indicate multi-scalar relations of advertising agencies. Relationships with clients tend to be local or national. At the same time, there are international intra-organisational connections and flows. Advertising activities have consolidated under transnational organisations.
|
|
| 2. |
- Värlander, Sara
(författare)
-
The Construction of Local Authenticity : An Exploration of Two Service Industry Cases
- 2009
-
Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29, s. 249-265
-
Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to explore the process of the social construction of local authenticity. More specifically, this study intends to outline the managerial practices that are being used to construct local authenticity. The background to this is the much-discussed phenomenon of the 'death of geography', where the Internet is famously implicated. In this study, it is claimed that in parallel to companies' increased use of the Internet, there has been a revalorisation and redefinition of the role of the local. Four key marketing practices that are used to construct local authenticity are identified: adapting employees' interactive manner, adapting employees' local explicit knowledge, using a local branding strategy and applying a local branch design.
|
|
| 3. |
- Värlander, Sara, et al.
(författare)
-
The effect of the Internet on front-line employee skills : exploring banking in Sweden and France
- 2010
-
Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 30:8, s. 1245-1261
-
Tidskriftsartikel (refereegranskat)abstract
- This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth interviews with 21 managers have been carried out. The paper argues that in light of the Internet, the face-to-face service encounter is becoming increasingly interactive and customized, where much attention is paid towards building and maintaining relationships with customers, providing advice and support in customer's decision making, and also, learning from and acquiring qualitative information about the customer. This up-scaling of the face-to-face service encounter entails an increase in job complexity and task discretion, involving demands for high-level skills such as information provisioning and evaluation, and emotional skills such as empathy, interpretive skills, conversational skills, and management of body language.
|
|
