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Sökning: WAKA:kon > Högskolan i Borås > Salomonson Nicklas

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1.
  • Cronholm, Stefan, et al. (författare)
  • Collaborative practice : an action research approach to efficient ITSM
  • 2011
  • Ingår i: 1 st International & Inter-disciplinary Workshop on Practice Research.
  • Konferensbidrag (refereegranskat)abstract
    • This paper addresses collaborative research as an action research approach. Many times action research is described as embracing one research organisation and one business organisation. We are challenging this view by introducing the concept of collaborative practice. A collaborative practice can be seen as a cluster of local practices and researchers working together. In this way, a collaborative practice should enable joint learning between, and joint development efforts for, several business practices as well as contributing to general practice and the scientific body of knowledge. Based on a case study within efficient IT Service Management (ITSM), the concept of collaborative practice and its relation to other adjacent concepts (such as local practice, general practice and scientific body of knowledge) have been characterized. Our results should be viewed as preliminary since they are gathered from an ongoing project.
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2.
  • Echeverri, Per, et al. (författare)
  • Dealing with customer misbehavior : The role of practical judgement in service provision
  • 2009
  • Ingår i: QUIS 11: Moving forward with Service Quality, Proceedings of the QUIS 11 – Services Conference, June 11-14, 2009, Wolfsburg, Germany. - 9783000273421
  • Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
    • Service encounters sometimes involve dealing with annoying or even threatening customers. Employees are being abused by customers and customers are being abused by service employees. However, much of current research on the dynamics of customer and service provider misbehavior fails to account for and explain incidents of customer abuse. Understanding the causes and consequences of misbehavior is important but not sufficient in advancing our knowledge that makes an impact in service industries. Uncovering the underlying knowledge that informs action on employee side seems to be more critical. Much current thinking reveals the significant role of tacit knowledge - a specific mode of knowing - in explaining the actions that may contribute to service interaction breakdowns. What we know less about is how tacit knowledge in service provision informs practical judgments, which in turn dictate how choices are made, decisions are reached and outcomes sought. By unpacking experience of incidents of customer abuse in service encounter interactions from an employee perspective; our paper aims to address the powerful role of practical judgment in service provision. We will, based on a rich empirical material on service interactions show how misbehavior appear in service encounters and by this elaborate on the underlying structures and mechanisms related to tacit knowledge. Supported by empirical data from service provision where the interaction is conditioned by no or limited service alternatives, we explore how employees experience and act on this kind of incidents. The findings are divided into four categories regarding two qualitatively different features of customer misbehavior, firstly the degree of misbehavior and secondly the misbehaviors direction towards the employee or the organization. On basis of different types of customer misbehavior we argue that the employees deal with misbehavior in distinctive ways. Based on these findings we propose some managerial implications.
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3.
  • Echeverri, Per, et al. (författare)
  • Demeanour Co-Creation Value (DCCV): Bi-Directional Practices In Service Encounters
  • 2015
  • Ingår i: 22nd Recent Advances in Retailing & Services Science Conference. - 9789038638089
  • Konferensbidrag (refereegranskat)abstract
    • This paper explores in-depth what frontline employees actually do when they co-create value in relation to customers. Analyses of data (1 469 short narratives, questionnaire responses, and instances of critical incidents) collected from surveys and interviews in public transport, are used to identify distinct styles of value co-creation. Building on service-dominant (S-D) logic and social practice theory, the authors identify “practice styles”, “value co-creation activities”, and “specific interactions’’ that underlie frontline co-creation of value in relation to people with functional limitations in both face-to-face and ear-to-ear interactions. The authors uncover and structure a list of customer value co-creation activities, in terms of doings and sayings, yielding a typology of seven practice styles and link these to quality in service encounter demeanour. When congruence among these value co-creation styles is displayed the demeanour tends to be associated with higher value and as such should be encouraged by managers and employees. As a consequence this vulnerable segment of customers will have better support in executing their daily transportation. The usefulness of the typology is demonstrated by showing links to quality of life and its potential application to other service encounter settings.
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  • Echeverri, Per, et al. (författare)
  • Uncovering the reciprocal mechanisms of embodied value co-creation : turn-taking and multimodality
  • 2017
  • Konferensbidrag (refereegranskat)abstract
    • The interaction between customer and provider is a crucial locus for marketing. Essentially, it is in the interplay between these actors where value is created or destroyed for the beneficiary—i.e. primarily for the customer but also for the provider. The way in which this interplay is performed will determine the outcome. This notion is recognized in contemporary service and marketing literature, but still not fully reflected in published studies. Rather, the bulk of studies understand service as a perceptual psychological phenomenon, most often focusing on how the customer, and with some exceptions the staff, perceive and experience the service. However, this tradition tends to overlook what is actually done in service interaction, what specific doings and sayings each party use in relation to the other, and what effects that have on the interactants. To advance service marketing research aiming at more in-depth theories of how value is co-created, we argue that focus needs to be broadened, from perspectives of perception and experience to the production–i.e. reciprocal actions in service encounters.This purpose of this study is to describe how patterns of reciprocity look like in terms of turn-taking activities and by this explain how value is realized, utilizing an empirical study of complex interactions between service providers and customers.A qualitative single-case methodology was used in order to provide rich descriptions and contextual information relevant for the analysis of reciprocal turn-taking activities in service encounters. Empirical data from mobility service for individuals with physical functional limitations were used. A combination of interviews and observations were conducted with different informants (both customers and drivers), in most cases out in the field on the move travelling from door-to-door in order to grasp contextual information in situ.The paper identifies a number of social practices of human interaction, some of which are fairly routinized. The latter means that actors alternate between social practices; modify them and iteratively negotiate with the other party in the subsequent steps in interactions. In different phases of these interactions value is created (or destroyed). The study uncovers inherent turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character in two dimensions—i.e. substance (the amount of modalities) and interaction (the number of turns). By these two dimensions, we form a classification that describes and explains how value co-creation, in this study measured as well-being, is realized. Theoretically, the study contributes to more fine-grained explanations to the crucial mechanisms that explain value creation and uncover what is hidden in the little prefix "co" in value co-creation. The study also has practical implications as it points to the need to pay more attention to embodied behavioural multimodal sequential aspects during training and education.
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6.
  • Ekström, Karin M, et al. (författare)
  • Looking into the kaleidoscope : different views on reuse and recycling of clothes
  • 2012
  • Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
    • A major environmental problem in Sweden is the fact that clothes are disposed of in the garbage rather than being reused or recycled. A study (Carlsson et al. 2011) indicates that 8 kg textiles are disposed of in the garbage per individual and year. Another study (Gustafsson and Ekström 2012) shows that 62 percent of the Swedes dispose usable clothes in the garbage. From an environmental perspective, it would be more beneficial to reuse or recycle textiles. In addition, producing textiles requires natural resources. For example, in order to produce 1 kg cotton, it takes between 7.000-29.000 litre water and between 0,3 to 1 kg oil (Fletcher 2008). Factors contributing to the high amount of clothes disposed of are an emphasis on fast fashion, low prices, increased welfare as well as more consumers following the fashion. However, this pattern of consumption is not sustainable in the long run (Ekström et al. 2012). The purpose of this paper is to increase the understanding of how clothing consumption can be more sustainable by demonstrating how a network consisting of different clothing retailers, recycling companies, charity organizations, consumer organizations, environmental organizations, branch organizations and authorities discuss and deal with this problem. The paper focuses on how they work with reuse and recycling today, but also on what they consider as important, for themselves as well as others, to do in the future in order to increase the level of reuse and recycling of clothes. The empirical data is based on a survey as well as the results from six one- day meetings in the network over 1,5 years time. The results show that there are individual as well as collaborative ways to deal with the problem. The participants in the network agree upon several things. First of all, they recognise the need that all the actors in the network have to contribute and collaborate to solve the problem. Second, there has to be long term solutions that are both environmentally as well as financially sound. Third, a consumer perspective that centres on solutions that enables consumers to act more environmentally friendly is a prerequisite in order to reduce disposal of clothes in the garbage and instead increase reuse and recycling. Finally, the role of marketing is pervasive for succeeding to solve this problem both by making the consumers aware of the effects clothes disposal have on the environment, but also by communicating to the consumer that there are alternative ways to dispose of clothes such as reuse and recycling. In order to approach the problem of how consumption can be more sustainable, a kaleidoscopic outlook presenting different views and solutions is suggested.
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9.
  • Fellesson, Markus, et al. (författare)
  • Frontline employees’ expectations about customers : disturbance or co-creators of value?
  • 2014
  • Konferensbidrag (refereegranskat)abstract
    • Following their recognition as value co-creating partners, customers have been ascribed an increasingly active role in service production. However, what is expected of customers in service situations is a surprisingly uninvestigated area. The purpose of the paper is to explore expectations about customers among frontline employees in retail. The paper draws on 35 in-depth interviews with frontline employees in three retail industries. The identified expectations reveal a service practice that is heavily structured by ideals of rational efficiency. These ideals make the customers’ value co-creating capacity conditional: just as the employees themselves, the customers have to conform to the logic of the service system if value is to be created. Arguably, co-creation needs to be discussed both on a strategic level, in terms of what the “customer”/the market wants, and on an operative level, to bring forward how frontline employees and customers together are trying to accomplish co-creation in practice.
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10.
  • Fellesson, Markus, 1971-, et al. (författare)
  • Good service work and bad customer behaviour
  • 2014
  • Konferensbidrag (refereegranskat)abstract
    • Purpose: The paper explores negative customer interactions in retail from a front line employee perspective. It particularly focuses on how such incidents are defined and perceived against a backdrop of service work. Methodology: The paper draws on 35 in-depth interviews with front line staff in three retail industries (groceries, consumer electronics and women’s fashion) where the respondents report on their experiences with customers who they perceive as troublesome in one way or another. Episodes of customer misbehaviour were identified and analysed using the critical incident technique and the NVivo software for qualitative data analysis. Findings: Several generic forms of customer misbehaviour were identified both within and across the industries, and are illustrated in the paper. While congruent with previous research on customer misbehaviour on an overall level, a closer analysis of what the respondents perceived as “deviant” reveals an interesting aspect of service work in modern retailing. Whereas customers’ interactional shortcomings (e.g. rudeness and unsociability) were partly seen as natural (albeit not fully accepted) aspects of service work, the tolerance for behaviour that infringed on operational efficiency were much more limited. Arguably, this indicates that efficiency is more profound to retail services than is generally acknowledged. Originality: Traditionally, service management has been firmly rooted in a win-win paradigm, where company interactions with customers are supposed to be constructive, harmonic and mutually value creating. However, this ideal is not always lived up to in service practice. While much has been said about interactional failures as perceived from the customers’ side, research taking an employee perspective is still spares. As the present paper show, such a perspective adds valuable knowledge not only about service work but also about the service itself.
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