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| 2. |
- Edvardsson, Bo, et al.
(författare)
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Service Portraits in Service Research : A Critical Review
- 2005
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Ingår i: International Journal of Service Industry Management. - : Emerald. - 0956-4233 .- 1758-6704. ; 16:1, s. 107-121
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Tidskriftsartikel (refereegranskat)abstract
- Focusing on one main research question: how is the phenomenon “service” portrayed within service research?, the aim is to describe and analyze how the concept of service is defined, how service characteristics express the concept, the relevance of the existing “service portraits”, and to suggest a new way of portraying service.Design/methodology/approachA literature search was carried out in order to find definitions of the service concept and expressions about the service characteristics. Databases were searched and 34 articles were used for further analysis. The same procedure was carried out for service characteristics. The articles that were chosen by the databases were reviewed thoroughly and those most relevant to the search topic were chosen. Sixteen leading scholars who had been shaping the service research field were also asked two basic questions.FindingsThe analysis of the concept of service and service characteristics shows that the definitions are too narrow and the characteristics are outdated as generic service characteristics. It is suggested that service is used as a perspective. When service is portrayed as a perspective, the approach is clear: it depends on who is portraying the service and on the purpose. If service characteristics are outdated, when will they stop being used in teaching? It is no longer necessary to defend services as being different from goods. Service is a research area in its own right.Research limitations/implicationsThe number of articles and books used in the analysis can be criticized for not including enough relevant literature. The keywords used when searching in databases should also have included other words to capture the concept of service and service characteristics.Practical implicationsThe practical implications are not so clear since this article is a contribution to the ongoing discussion about future directions of service research. However, it is suggested that service is a perspective on value creation and that value creation is best understood from the lens of the customer based on value in use.Originality/valueThis paper contributes with a literature review, a discussion on what service portraits are, and describes service as a perspective on value creation through the lens of the customer.
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| 3. |
- Essén, Anna
(författare)
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The Emergence of Technology-based Service Systems : a Case study of a Telehealth Project in Sweden
- 2009
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Ingår i: International Journal of Service Industry Management. - : Emerald Group Publishing Limited. - 0956-4233 .- 1758-6704 .- 1757-5818. ; 20:1, s. 98-121
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to propose a framework for studying the process of technology-based service system innovation from a broad perspective using an approach that elucidates the non-linear facets of this process. The framework draws on Lévy-Strauss's concept of bricolage, which implies that individuals' “making do with resources at hand,” as opposed to managerial visions, can trigger innovation. This concept is combined with the notion of technological drift and with a model of emergentism. Design/methodology/approach – The paper uses case study data from the Swedish elderly homecare setting. Findings – The findings illustrate how the emergence of technology-based care services can be triggered by an injection of energy in terms of a new technological resource being made available in an organization, proceeding as a continuous interaction between personnel repurposing and recombining resources at hand, positive and negative feedback dynamics, institutional regulations and culture-related stabilizing mechanisms. Research limitations/implications – New services can arise as a result of a number of efforts and events that, in isolation, might appear insignificant. Taken together, and interacting with enabling and constraining forces that promote the emergence of certain new services and prevent others, such acts and events generate unpredictable outcomes. The result may be incremental but by no means trivial innovations. Originality/value – The paper suggests an approach to innovation that complements conventional thinking in the new service development literature. The proposed framework can help to explain how and why certain new services emerge and why others do not in unexpected and unpredictable ways.
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| 4. |
- Fyrberg, Anna, 1980-, et al.
(författare)
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What about interaction? Networks and brands as integrators within service-dominant logic
- 2009
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Ingår i: International Journal of Service Industry Management. - UK : Emerald. - 0956-4233 .- 1758-6704 .- 1757-5818 .- 1757-5826. ; 20:4, s. 420-432
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Tidskriftsartikel (refereegranskat)abstract
- The paper conceptualizes the key actors involved in the co-creation process as Brand Governor, Providers and Customers. In addition, it proposes an advancement of the service brand-relationship-value triangle introduced by Brodie et al. by linking the key processes and actors in the triangle. It is found that the network approach provides a deeper understanding of how actors integrate with one another and how this interaction leads to co-created outcomes that can be translated into value
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| 5. |
- Gustafsson, Anders, et al.
(författare)
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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System (SAS)
- 1999
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Ingår i: International Journal of Service Industry Management. - 0956-4233 .- 1758-6704. ; 10:4
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Tidskriftsartikel (refereegranskat)abstract
- The airline industry will be going through dramatic changes in the years tocome. This is due foremost to altered customer demands and expectations butalso to deregulation of the airline business. Many airline companies havelost track of the true needs of their passengers and are trapped in outdatedviews of what airline services are all about. The paper illustrates howScandinavian Airlines System (SAS) has carried out thorough investigationsinto the concerns of the customers throughout the entire travel experience.Based on the results, SAS has developed new services and re-designed oldservices. One of the key issues in the paper is the way SAS has chosen todevelop the new services, namely to allow the passengers to define theprocess as opposed to defining it from the company perspective
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| 6. |
- Kristensson, Per, 1969-, et al.
(författare)
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Key strategies for the successful involvement of customers in the co-creation of new technology-based services
- 2008
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Ingår i: International Journal of Service Industry Management. - : Emerald. - 0956-4233 .- 1758-6704. ; 19:4, s. 474-491
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Tidskriftsartikel (refereegranskat)abstract
- Purpose– The aim is to propose a conceptual framework consisting of research propositions concerning the key strategies required for the successful involvement of customers in the co-creation of new technology-based services.Design/methodology/approach– The methodology involves a single case study from which data are derived and analyzed using the grounded theory methodology of “constant comparative analysis.” User-generated ideas for future mobile phone services are collected from four user involvement projects and analyzed at several workshops attended by senior managers from telecommunication firms.Findings– Seven key strategies are identified as being essential for successful user involvement in new product development. Each strategy is described and illustrated in relation to existing theory and presented as a research proposition.Research limitations/implications– The exploratory nature of the research means that the findings are tentative and need to be confirmed in other settings by other researchers, including quantitative large-scale studies.Practical implications– The results of the study provide management with guidelines for organizing successful user involvement projects with a market-oriented approach.Originality/value– Despite the increasing popularity of user involvement, little research has examined the conditions required for successful user involvement in new product development. This study makes an original contribution by proposing strategies critical for a successful outcome.
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| 8. |
- Kumar, Rajesh, et al.
(författare)
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Maintenance of machinery : negotiating service contracts in business-to-business marketing
- 2004
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Ingår i: International Journal of Service Industry Management. - : Emerald. - 0956-4233 .- 1758-6704. ; 15:3/4, s. 400-413
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Tidskriftsartikel (refereegranskat)abstract
- As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important To achieve the best performance, industrial customers are entering into service contracts with the original equipment manufacturers (OEM) or independent service providers. This, in turn essentially involves service contract negotiation between OEM/service provider and the client If such contracts are not negotiated carefully, it may lead to conflict and poor system Performance. To achieve a win-win situation for both parties, aspects such as what services to deliver, who is to deliver them, how they are to be delivered and received, and at which performance level, need to be considered in the negotiation process and agreed upon by both the provider and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.
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| 9. |
- Lagerkvist, Anders
(författare)
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Academic research on solid waste in Sweden 1994-2003
- 2006
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Ingår i: Waste Management. - : Elsevier BV. - 0956-053X .- 1879-2456. ; 26:3, s. 277-283
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Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)abstract
- A small desk survey was conducted in the spring of 2004 to get an overview on the development of waste research. The survey targeted the last 10 years of waste research at Swedish academic institutions trying to identify the total amount of research and trends over time with regard to issues, volume and distribution over academic disciplines. In the survey, only the theses written at major Swedish universities were considered. All post-graduate theses from major Swedish universities were reviewed. Data were obtained from the homepages and search engines of the various libraries as of May 13 2004. Altogether 90 theses were identified from nine universities, i.e., an average of 1 thesis per University per year. The results of the survey indicate that: (1) the academic waste research is very small in comparison to the R&D performed by the industry; there seems to be a lack of interaction between industry and academia; (2) waste research is slowly getting into established academic environments and gains in quantity and diversion over time; (3) in addition to being driven by environmental protection legislation, there also seems to be emerging more industry interest from a production perspective.
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| 10. |
- Matthing, J., et al.
(författare)
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New service development : learning from and with customers
- 2004
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Ingår i: International Journal of Service Industry Management. - : Emerald. - 0956-4233 .- 1758-6704. ; 15:5, s. 479-498
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Tidskriftsartikel (refereegranskat)abstract
- New service development relies on the complex task of understanding and anticipating latent customer needs. To facilitate proactive learning about the customer, recent findings stress customer involvement in the development process and observations of customers in real action. This paper draws on theory from market and learning orientation in conjunction with a service‐centered model, and reviews the literature on customer involvement in innovation. A field experiment was conducted in Sweden with end‐user mobile phone services. The design departures from the nature of service that precepts value‐in‐use and by borrowing from relevant techniques within product innovation that supports learning in customer co‐creation. The experiment reveals that the consumers' service ideas are found to be more innovative, in terms of originality and user value, than those of professional service developers.
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