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- Gidhagen, Mikael, 1969-, et al.
(författare)
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Communities as Resource-Integrating Actors.
- 2013
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Ingår i: QUIS13, The 13th International Research Symposium on Service Excellence in Management. ; , s. 105-106
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Konferensbidrag (refereegranskat)
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| 2. |
- Poblete, Leon, 1977-, et al.
(författare)
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Resuming business operations after a Hiatus : The case of reappearing relationships
- 2022
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Ingår i: Industrial Marketing Management. - : Elsevier. - 0019-8501 .- 1873-2062. ; 106, s. 256-266
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Tidskriftsartikel (refereegranskat)abstract
- Although previous studies have focused on companies that for some reason cease business operations, and on the ending of business relationships, less is known about once ceased business operations that are resumed at a later stage, embedded in the same or similar business network structures. Especially, there is little research on situ-ations where prior relationships reappear in the process of resuming business operations. To fill this gap, the purpose of this paper is to elaborate on resuming of business operations after a hiatus, a certain period of "business inactivity", and particularly on business network dynamics that can be influenced by reappearing prior relationships during the process of resuming business operations. Based on a single case study within the context of mining industry in Sweden, we add to the literature on business network dynamics by showing that resuming business operations implicates re-noding of a business network, involving both reappearing relationships as well as new relationships. Furthermore, our study operationalizes the concept of hiatus, showing that when resuming business operations, prior counterparts can act as gatekeepers, promoters, and facilitators that may hinder or support the resuming process.
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| 3. |
- Röndell, Jimmie, et al.
(författare)
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Co-governance in the consumer engagement process : facilitating multi-beneficial value creation
- 2016
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Ingår i: Journal of Strategic Marketing. - 0965-254X .- 1466-4488. ; 24:3-4, s. 327-345
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Tidskriftsartikel (refereegranskat)abstract
- This paper explores how consumer engagement (CE) in new media can become part of and support the everyday life of companies. Paradoxically, facilitating consumers’ engagement in activities such as co-developing products also implies companies ceding control over their value proposition to consumers. Subsequently, this evokes the issue of management or self-management of the CE process, making it vital to address the challenges of governing the facilitation of value co-creation in service ecosystems. By contextualising how activities within, and the co-governance of, the CE process are manifested, this paper discusses if and how consumers’ new media activities may offer multi-beneficial opportunities for value creation to both social and economic actors within a service ecosystem. The paper furthers the understanding of co-governance as a nexus, facilitating the CE process, which is essential for generating benefits for supplying companies, beyond traditional aspects of collaboration, monetary gains and loyal customers.
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| 6. |
- Gebert Persson, Sabine, et al.
(författare)
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Online insurance claims : When more than trust matters
- 2019
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Ingår i: International Journal of Bank Marketing. - 0265-2323 .- 1758-5937. ; 37:2, s. 579-594
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to develop and test a theoretical framework explaining the adoption of online insurance claims characterised by infrequent interactions, inherent complexity and risk. It extends the technology acceptance model to include knowledge-related and trust-related beliefs.Design/methodology/approach - The framework is tested with structural equation modelling using data from a survey of 292 customers who made online insurance claims. Findings are further explained through 30 telephone interviews conducted with online and offline claimants.Findings - Previous research in financial services has shown trust to be equally or more important than perceived usefulness and perceived ease of use in forming attitudes towards adopting online insurance applications. The findings of this paper contradict this by showing, at best, a weak relationship between trusting attitude and intention to use the online service. Trust is somewhat meaningful; however, perceived ease of use, perceived usefulness and technology attitude are substantially more important in an online insurance claims setting.Research limitations/implications - Contradictory results always beg further research to assure their robustness. Nevertheless, they can also point to a developing trend where trust in the internet channel, per se, is of diminishing importance. Internet and product knowledge are not as pertinent to forming intentions as usefulness and ease of use.Practical implications - To encourage customers to adopt online applications for a trusted company, all emphasis should be on user friendliness and perceived usefulness of the online interface.Originality/value - Compared to other channels, consumers are no longer naive or distrustful of the online channel for interacting with a firm. If they perceive usefulness and ease of use, they will adopt the offered service.
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