| 1. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Value co-destruction : Review and conceptualization of interactive value formation
- 2021
-
Ingår i: Marketing Theory. - : Sage Publications. - 1470-5931 .- 1741-301X.
-
Tidskriftsartikel (refereegranskat)abstract
- The aim of this conceptual article is to both provide a critical review of research into value co-destruction (VCD) and outline a common conceptual framework in order to better understand and guide future research into VCD and value co-creation (VCC). This review finds that the VCD stream of research has followed two lines of enquiry: one that highlights the role of resources and service systems and another that focuses on practices. It further finds that some prior research has argued that a direct and reciprocal relationship exists between VCD and VCC, captured in the concept of interactive value formation (IVF). A synthesizing IVF framework is outlined which suggests that the alignment and misalignment both within practices and in-between different practices determines IVF, that is, VCD and VCC. The framework further suggests that IVF is both enabled and constrained by resources and service systems.
|
|
| 2. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Co-creation and co-destruction: : A practice-theory based study of interactive value formation
- 2011
-
Ingår i: Marketing Theory. - : SAGE Publications. - 1470-5931 .- 1741-301X. ; 11:3, s. 351-373
-
Tidskriftsartikel (refereegranskat)abstract
- Drawing on an empirical study of public transport, this paper studies interactive value formation at the provider—customer interface, from a practice—theory perspective. In contrast to the bulk of previous research, it argues that interactive value formation is not only associated with value co-creation but also with value co-destruction. In addition, the paper also identifies five interaction value practices — informing, greeting, delivering, charging, and helping — and theorizes how interactive value formation takes place as well as how value is intersubjectively assessed by actors at the provider—customer interface. Furthermore, the paper also distinguishes between four types of interactive value formation praxis corresponding with four subject positions which practitioners step into when engaging in interactive value formation.
|
|
| 3. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Consumer vulnerability during mobility service interactions : causes, forms and coping
- 2019
-
Ingår i: Journal of Marketing Management. - : Taylor & Francis. - 0267-257X .- 1472-1376. ; 35:3-4, s. 364-389
-
Tidskriftsartikel (refereegranskat)abstract
- Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.
|
|
| 4. |
- Echeverri, Per, 1958-
(författare)
-
InSitu Methodology : Outlining a New Direction for Service Research
- 2017
-
Ingår i: European Review of Service Economics and Management. - Paris : Classiques Garnier. - 2495-991X. ; 1:3, s. 77-103
-
Tidskriftsartikel (refereegranskat)abstract
- This article argues in favour of a new direction in service research: in situ methodology. It problematizes previous ways of conducting service research and envisages a more profound theoretical and empirical understanding. It outlines three basic arguments as a scientific rationale, discussing ontological, epistemological, and methodological matters. It is highlights the need to develop more creative methods that allow proximity to the phenomenon and the involved actors with the capacity to grasp the multi-faceted reality
|
|
| 5. |
- Echeverri, Per, 1958-
(författare)
-
Value-forming micro-practices of managerial coaching
- 2020
-
Ingår i: Coaching. - : Taylor & Francis. - 1752-1882 .- 1752-1890. ; 13:2, s. 191-208
-
Tidskriftsartikel (refereegranskat)abstract
- In the managerial discourse, coaching is thought of, amongst other things, as a tool for achieving customer-oriented employees and for supporting employees in recognising opportunities for improving their job skills. This idea too often take for granted that being coached by a manager will automatically be experienced as valuable to the interactants. Although the positive potential of coaching is recognised, the bulk of research on managerial coaching has overlooked the mutuality, the co-creation aspect of coaching, and the potential of negative outcomes. In general, few studies address micro-practices of coaching and no studies have specifically focused on congruence regarding micro-elements of interactive coaching practices. This article addresses these weaknesses by drawing on both practice theory and an in-depth qualitative study of coaching sessions featuring instructors and bus/tram drivers in the public transport industry. Six overarching coaching practices are identified–i.e., checking, questioning, defusing, confirming, legitimising, and picturing. What is also identified is how specific elements of these practices–i.e., procedures, understandings, and engagements–are intertwined, resulting in either congruence or incongruence among the interactants. A theoretical framework is outlined, describing and explaining the essence of how coaching practices are constituted.
|
|
| 6. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
- 2017
-
Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 36, s. 93-102
-
Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility services, seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.
|
|
| 7. |
- Echeverri, Per, 1958-
(författare)
-
Bortom ideologi och ekonomi : Lantbrukskooperation, medlemsinflytande och strategiutveckling i förändring
- 2006
-
Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Studien utgår från och kretsar kring en specifik, avgränsad händelse, ett föreningsmöte inom en lantbrukskooperation. Mötet ifråga kan ses som en mindre central del av kooperationens fungerande men icke desto mindre inrymmer det många viktiga ledtrådar till hur denna typ av social institution styrs, vidmakthålls och förändras.Det kooperativa föreningsmötet kan ses mer oproblematiskt som ett tillfälle att avhandla några frågor av gemensamt intresse. Men den kan också uppfattas som ett exempel på återskapande av organisation genom etablerandet och förstärkandet av vissa föreställningar, idéer och attityder hos deltagarna, s.k. reproduktion av sociala förhållanden. Man kan uppfatta mötet som en typ av kultiveringsprocess eller diskursproduktion, vilken byggs av deltagarnas inbördes interaktioner.I studien förs en diskussion kring samspelet mellan socialt reglerade interaktionsformer och mer övergripande grupprocesser. Det argumenteras för ett behov av att gå bortom deltagarnas upplevelse av dialogen, dess innehåll, uttryck och meningsskapande. Det finns skäl att rikta analysen också mot dialogers mikrosociologi, de inre mekanismer som reglerar, respektive påverkas av, dialogens karaktär.Analysen tar interaktionens initiativ och responser som utgångspunkt. Utifrån en ingående analys av dialogens dynamik, dominansförhållanden och koherens beskrivs och förklaras några av de reproduktionsmönster som framträder i föreningsmötets diskurs. Studien beskriver hur insocialiserade interaktionsformer lätt sätter krokben för vällovliga förändringsambitioner.FörfattarinformationPer Echeverri är verksam vid Centrum för tjänsteforskning – CTF och undervisar i företagsekonomi vid Karlstads universitet, fakulteten för ekonomi, kommunikation och IT. E-post: per.echeverri@kau.se
|
|
| 8. |
- Echeverri, Per, 1958-
(författare)
-
Co-creating sociality : Organizational and marketing in voluntary organizations
- 2018
-
Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 38:5-6, s. 282-302
-
Tidskriftsartikel (refereegranskat)abstract
- A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create transformative services.
|
|
| 9. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Consumers’ Experience Rooms : Environmental Design Factors in Shopping Processes
- 2009
-
Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Shopping has become one of our most common leisure pursuits. Consumers move freely between stores and their different environments, often in a random manner. The question is how much randomness there actually is regarding how these environments make the customers feel and move. We have chosen to observe consumers in order to see how the environment affects their perceptions. The practical aim of this study is to deepen our understanding of how consumers are affected by the service environment of a shopping centre and based on that identify improvements as regards to design. The theoretical aim is to identify what environmental dimensions appear to be important in a real-time purchase situation. This includes a validation of some theories of service environment dimensions and design attributes. The methodological aim is to further elaborate on video-supported field observation. Empirical material is gathered at a shopping centre in Karlstad, Sweden, called Mitt i City. Video and audio recordings together with personal interviews in situ are used in documenting consumption processes, patterns of movements and perceptions. We observed and interviewed our informants before, during, and after their visits to the shopping centre. These aims lead to a clarification as regards to how the service environment creates an experience, meaning and function for the consumers by means of the concept of the shopping centre. The study shows that design factors (such as layout, spatial form, colour combinations, choices of material and character), together with atmospherics (sound, light, temperature) and furnishing, are important parameters for consumers in their sensemaking of a shopping concept and the functionality of the shopping procedure per se. Contact information For further information on authors and details of the study, please contact Per Echeverri at Service Research Center – CTF, Faculty of Economy, Communication and IT, Karlstad University. E-mail: per.echeverri@kau.se
|
|
| 10. |
- Echeverri, Per, 1958-, et al.
(författare)
-
Embodied Value Co-Creation : A Turn-taking Perspective on Service Encounter Interactions
- 2017
-
Ingår i: Journal of Creating Value. - : SAGE Publications. - 2394-9643 .- 2454-213X. ; 3:1, s. 1-17
-
Tidskriftsartikel (refereegranskat)abstract
- This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value, that is, the specific reciprocal and embodied actions in service encounters.For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and that uncover how the interactants reciprocally use multiple modes in the production of social outcomes.Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.
|
|
