| 1. |
- Echeverri, Per, 1958-, et al.
(författare)
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Co-creation and co-destruction: : A practice-theory based study of interactive value formation
- 2011
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Ingår i: Marketing Theory. - : SAGE Publications. - 1470-5931 .- 1741-301X. ; 11:3, s. 351-373
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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.
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| 2. |
- Echeverri, Per, 1958-, et al.
(författare)
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Value co-destruction : Review and conceptualization of interactive value formation
- 2021
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Ingår i: Marketing Theory. - : Sage Publications. - 1470-5931 .- 1741-301X.
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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.
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| 3. |
- Echeverri, Per, 1958-, et al.
(författare)
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Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
- 2017
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 36, s. 93-102
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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.
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| 4. |
- Echeverri, Per, 1958-
(författare)
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Bortom ideologi och ekonomi : Lantbrukskooperation, medlemsinflytande och strategiutveckling i förändring
- 2006
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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
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| 5. |
- Echeverri, Per, 1958-
(författare)
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Co-creating sociality : Organizational and marketing in voluntary organizations
- 2018
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Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 38:5-6, s. 282-302
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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.
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| 6. |
- Echeverri, Per, 1958-, et al.
(författare)
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Consumer vulnerability during mobility service interactions : causes, forms and coping
- 2019
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Ingår i: Journal of Marketing Management. - : Taylor & Francis. - 0267-257X .- 1472-1376. ; 35:3-4, s. 364-389
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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.
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| 7. |
- Echeverri, Per, 1958-, et al.
(författare)
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Consumers’ Experience Rooms : Environmental Design Factors in Shopping Processes
- 2009
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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
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| 8. |
- Echeverri, Per, 1958-, et al.
(författare)
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Embodied Value Co-Creation : A Turn-taking Perspective on Service Encounter Interactions
- 2017
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Ingår i: Journal of Creating Value. - : SAGE Publications. - 2394-9643 .- 2454-213X. ; 3:1, s. 1-17
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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.
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| 9. |
- Echeverri, Per, 1958-, et al.
(författare)
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Experiences of demand responsive transport among vulnerable travellers - a handbook on need, demeanour, and interaction
- 2020
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Rapport (refereegranskat)abstract
- This research-based handbook provides an understanding about the experiences that vulnerable travellers have when they use demand responsive transport (DRT) modes. It deals with issues of importance when conducting this form of service: ways to interact with travellers, being sensitive to their needs and adapt to situations in the traffic environment. The handbook starts with a detailed description of the phases that a trip typically consists of and the different demands that needs to be accounted for. It details how important social structures are produced in interaction. Further, some concrete issues of driver-traveller interaction are discussed, followed by an identification of critical touchpoints during travel. It is argued that providers need to go beyond the mere managerial discourse on being ‘service-minded’, and pay more attention to the embodied, behavioural, multimodal and sequential aspects during training and education since these are important mechanisms for traveller and employee well-being. Travellers may be guided in how to more distinctively and actively use their own and the provider’s resources, e.g. knowledge, capabilities and equipment.The handbook also highlights general problems and challenges, having a user-perspective on the trip and suggests some solutions and opportunities that DRT-systems provide. The section discusses crucial aspects, such as service employee demeanour, traveller coping behaviour, and traveller misbehaviour. It is argued that transport providers should be aware of the principal forms of vulnerability, i.e. physical discomfort, commodification, and disorientation, which travellers may experience during traveller-driver interactions. Environmental designers may benefit from using this type of data on traveller behaviour, paying particular attention to the communication environment from a processual perspective. Marketing personnel in provider organizations could provide more accurate and timely information to travellers during, before, and after trips.Armed with a more profound knowledge of travellers’ real-time perceptions, transport operators might increase their ability to design more user-friendly services. This, in turn, could have a substantial impact in inducing travellers to switch from costly road-based special transport vehicles (such as various kinds of taxis for disabled travellers) to public transport. Travellers’ real-time perceptions could be an alternative starting-point for design of DRT-service—especially in integrating various responsible organisations. In the case of public transport there are many actors—including the operators of various transport modes (bus, train, and tram), the various transport authorities, different regional authorities, and various traveller representatives. All of these parties could use this kind of concrete visual information as a platform for a more profound dialogue that promotes a long-term, accessible, and sustainable service system.The handbook ends with some recommendations on how to develop methods for a better understanding of vulnerable travellers and how more specifically conduct group sessions where participants may analyse and develop co-designed future transport solutions. It is argued that transport provider awareness of the value co-formation activities in the practices described enables a more precise strategy for employee education and traveller involvement in the services. More service staff training in interactional techniques can thus be beneficial. Further, employee education could include discussions about general practices in services for functionally limited travellers and the delicate balance of assisting the traveller and letting the traveller decide how much assistance that is needed. The latter requires sensitivity to verbal and non-verbal cues that only can be picked up in the meeting with each traveller. All sections include suggestions for managerial implications.
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| 10. |
- Echeverri, Per, 1958-
(författare)
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Föreningsmötets mekanismer : Om dominans, koherens och dynamik
- 2006
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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
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