| 1. |
- Alverén, Ellen, et al.
(author)
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Seasonal employees' intention to return and do more than expected
- 2012
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In: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 32:12, s. 1957-1972
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Journal article (peer-reviewed)abstract
- Seasonal employment is important in the service industries. Having motivated and satisfied employees is fundamental when front-line employees play a key role for the customers' perceived service quality. Seasonal work differs from permanent employment in many aspects and if managed properly, this could be a competitive advantage and contribute to the success of an organization. This study focuses on seasonal employees' intention to return and to do more than expected at work as well as the relationships between certain motivational factors and job satisfaction. A survey was carried out at four ski resorts with 477 respondents. Correlation and regression analyses indicate that job satisfaction influences the intention to return but does not have a strong influence on organizational citizenship behaviour (i.e. doing more than expected at work). The results improve our understanding of seasonal workers' motivation and behaviour. The concluding part discusses managerial implications.
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| 2. |
- Andersson Cederholm, Erika, et al.
(author)
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The Service Triad: Modelling Dialectic Tensions in Service Encounters
- 2010
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In: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 30:2, s. 265-280
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Journal article (peer-reviewed)abstract
- SUMMARY: Models of service encounters are often fraught by reductionism, describing business relationships as mathematical combinations of dyadic constellations. Metaphors of ideal social relationships (marriages or friendships) are highlighted to stress normative aspects of equal, balanced and long-term business partnerships. However, these approaches are limited in their analytical sensitivity, as they cannot address the complexity of multipart relationships, where meanings, roles and relationships are continuously constructed and reconstructed. In order to understand the ambivalent quality of business interactions, this article analyses the corporate travel market by applying Georg Simmel’s depiction of the triad as a specific social form. Triadic constellations and more complex service networks involve dialectic tensions, simultaneously exhibiting loyalty and disloyalty, trust and distrust, empowerment and disempowerment. It is argued that a qualitative methodology is more adequate approach to grasp such dynamic and contextual social realities, because (opposed to a quantitative approach) it is not confined to operate with mutually exclusive analytical categories.
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| 3. |
- Andersson, Tommy D., et al.
(author)
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Experience accounting : an accounting system that is relevant for the production of restaurant experiences
- 2009
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In: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 29:10, s. 1377-1396
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Journal article (peer-reviewed)abstract
- Restaurants are clearly part of the experience industry but managers get little information and support from the accounting system in their efforts to create memorable meal experiences for their customers. The objective of this study is to empirically assess how an accounting system can be better aligned with the production of customer experiences. First, total costs are allocated to the production of four major types of experiences in a restaurant: basic food, culinary finesse, atmosphere, and service. This is followed by an analysis of customer evaluations of a meal experience categorised into the same four components. The study is based on empirical accounting data from three restaurants and an explorative study of how their customers evaluate an ideal as well as an actual meal experience they had in that restaurant. Experience evaluations are made in monetary terms, using the contingent valuation method, and the value of an experience can be compared with the cost of producing it. The analysis of the production cost compared with the value created indicate that, on average, the restaurants need to reallocate resources from service and basic food expenses to invest in the interior atmosphere of the restaurant to meet customer expectations.
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| 4. |
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| 5. |
- Bryson, John, et al.
(author)
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Services, innovation, employment and organisation : research gaps and challenges for the next decade
- 2012
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In: The Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 32:4, s. 641-655
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Journal article (peer-reviewed)abstract
- This paper provides a critical analysis of European service research. The paper reviews the state of service research in 1991 and critically evaluates the subsequent two decades of academic research. The paper then identifies key research challenges that must be addressed over the next decade. The key issues identified include: the development of new conceptual frameworks; the creation of new metaphors that might supplant the dominance of the networking metaphor; research that would explore the production of translocal distributed co-produced service expertise; further work on embodied expertise/labour; research on services and manufacturing; modifications to national statistics and a critical analysis of the relationship between knowledge and business, and professional services.
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| 6. |
- Carlborg, Per, 1984-, et al.
(author)
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The evolution of service innovation research : a critical review and synthesis
- 2014
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In: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 34:5, s. 373-398
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Research review (peer-reviewed)abstract
- The number of service innovation articles has increased dramatically in the past 25 years. By reviewing 128 articles published between 1986 and 2010, primarily in leading marketing and innovation journals, this study analyzes the progression of service innovation research according to topicality and perspective. The authors summarize prior research by clustering it into three evolutional phases and drawing parallels with the evolution of the wider services marketing field. Overall, the view of service innovation has evolved, from a complement of traditional product innovation to a multidimensional, all-encompassing notion that entails several functions, both within and outside the firm.
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| 7. |
- Dahlström, Margareta, 1958-
(author)
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The production of child care services in Sweden- uneven development and local solutions
- 1997
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In: Service Industries Journal. - Florence, Kentucky : Routledge. - 0264-2069 .- 1743-9507. ; 17:1, s. 28-50
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Journal article (peer-reviewed)abstract
- This article deals with the production and regional development of child care services in Sweden. The production of social services outside the home is discussed in relation to labour market needs and equal opportunities. Staffing, organisation and extension of child care services, as well as restructuring trends are dealt with. The services studied are characterised by local solutions. Reasons for local variations are discussed with special references to labour market factors, political tradition and level of urbanisation. No single factor can explain the variations. Explanations have to be found in the specific local mix of factors.
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| 8. |
- Daunfeldt, Sven-Olov, et al.
(author)
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Firm growth in the Swedish retail and wholesale industries
- 2013
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In: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 33:12, s. 1193-1205
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Journal article (peer-reviewed)abstract
- To identify the determinants of firm growth in the Swedish retail and wholesale industries during 2000–2004, we analyse a sample of 400 limited liability companies using quantile regression techniques. Firm growth was mainly found to depend upon time-invariant firm-specific effects, supporting Penrose's [1959. The theory of the growth of the firm (4th ed.). New York: Oxford University Press] suggestion that internal resources such as firm culture, brand loyalty, entrepreneurial skills, and so on are important determinants of firm growth.
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| 9. |
- Daunfeldt, Sven-Olov, 1970-, et al.
(author)
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Which firms provide jobs for unemployed non-Western immigrants?
- 2019
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In: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 39:9-10, s. 762-778
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Journal article (peer-reviewed)abstract
- Although the refugee immigration crisis is one of the major socio-economic challenges in Europe, we still lack knowledge on what characterizes firms that provide jobs for unemployed immigrants. We provide an answer by investigating firms that recruit unemployed non-Western immigrants using matched employer-employee data from Statistics Sweden. We find large industry differences; firms active in the service sectors, such as the hospitality, transport, and healthcare industries, are much more likely to hire unemployed non-Western immigrants than firms in high-tech and manufacturing industries. In addition, after controlling for educational attainment and industry of occupation, firms with at least one non-Western immigrant manager hire more than four times as many unemployed non-Western immigrants than firms without any non-Western immigrant managers. Public policies that target industries might thus also influence job opportunities for immigrants and, thereby, the possibility of their integration into society.
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| 10. |
- Echeverri, Per, 1958-
(author)
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Co-creating sociality : Organizational and marketing in voluntary organizations
- 2018
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In: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 38:5-6, s. 282-302
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Journal article (peer-reviewed)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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