| 1. |
- Gustafsson, Anders, 1964-, et al.
(författare)
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Service Innovation : A New Conceptualization and Path Forward
- 2020
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Ingår i: Journal of Service Research. - : Sage Publications. - 1094-6705 .- 1552-7379.
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Tidskriftsartikel (refereegranskat)abstract
- Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should by now have reached maturity and created a strong theoretical basis. However, there is no coherent theoretical framework that captures all the facets of service innovation, and to move service innovation research forward, we must revisit the key assumptions of what an innovation is. To enable this, the present article addresses three fundamental questions about service innovation: (1) What is it and what is it not? (2) What do we know and what do we not know? and (3) What do we need to know to advance service research? By doing so, this article offers an updated and comprehensive definition of service innovation and provides a research agenda to suggest a path forward.
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| 3. |
- Perks, Helen, et al.
(författare)
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Network orchestration for value platform development
- 2017
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Ingår i: Industrial Marketing Management. - New York : Elsevier. - 0019-8501 .- 1873-2062. ; 67, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- The traditional firm and product-centric view of platforms is changing. Platforms are increasingly developed around value that is co-created with a network of actors. In such settings, lead firms shape their environments and develop value platforms through network orchestration. This study examines how lead firms mobilize network relationships to support and build novel value platforms. The research adopts a multiple case study methodology, investigating the development of six value platforms in network settings within Europe. A large-scale interview program over several years was conducted. The findings unravel practices constituting four overarching network orchestration mechanisms in the value platform development context; envisioning, inducing innovativeness, legitimizing, and adjusting. The study explains the relationships and interplay between the orchestration mechanisms and articulates theoretical and managerial contributions.
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| 5. |
- Witell, Lars, 1972-, et al.
(författare)
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Managerial recommendations for service innovations in different product-service systems
- 2010
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Ingår i: Introduction to Product-Service Systems design. - London : Springer. - 9781848829084 ; , s. 237-259
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Bokkapitel (refereegranskat)abstract
- In order to meet the increasingly complex needs of customers and to respond to decreasing product margins, typical product manufacturers have developed a growing interest in extending their service business. The extension of the service business requires a systematic development of innovative services. Unfortunately, in business practice it has been observed historically that manufacturing companies often fail to develop services systematically. Some customers asked for services and these desires were often fulfilled. Thus, the extension of the service business reflects a rather unstructured service innovation approach, which has not been consciously pursued. Rather than developing more formal structures to elicit ideas for new services, it is mostly performed ad hoc. Only a limited number of firms use formal approaches to service innovation and have implemented necessary determinants to success. Furthermore, the innovation of services in manufacturing companies captures two specific idiosyncrasies. First, manufacturing companies have to balance product and service innovations. Second, services can be either developed during the product development process or during the product usage. The major challenge to success in innovating services is to combine specific product-service systems with the right service strategy and way to develop service innovations.
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| 9. |
- Andersson K, Pernille, et al.
(författare)
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Let the music play or not: the influence of background music on consumer behavior.
- 2012
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Ingår i: Journal of Retailing and Consumer Services. - Amsterdam : Elsevier. - 0969-6989 .- 1873-1384. ; 19:6, s. 553-560
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Tidskriftsartikel (refereegranskat)abstract
- This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect
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| 10. |
- Andersson K, Pernille, et al.
(författare)
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
- 2016
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 30:May, s. 40-49
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.
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