| 1. |
- Boström, Gert-Olof, 1959-, et al.
(författare)
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CAD and Consequences in the Swedish Architectural Industry
- 2003
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Ingår i: Services Marketing Quarterly. - : Taylor & Francis. - 1533-2969 .- 1533-2977. ; 25:2, s. 25-41
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Tidskriftsartikel (refereegranskat)abstract
- As an example of technology shaping the marketing environment, this paper reports on the impact of the introduction of computer assisted design (CAD) capabilities into the architectural industry in Sweden. Change is addressed at three levels-in the process of producing output, in the output itself, and in the industry as an apparent consequence of the technological introduction. It is observed that there has been a division in the industry-one segment representing a rather traditional approach to architectural services, the other a more business-oriented, adopter segment. Results are interpreted in terms of a structurational theory of technology. Understanding is discussed both in terms of technology adoption as well as the nature of professional services.
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| 2. |
- Boström, Gert-Olof, et al.
(författare)
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Sweden : Bank of Year Recognition & Performance
- 2015
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Ingår i: Services Marketing Quarterly. - : Informa UK Limited. - 1533-2969 .- 1533-2977. ; 36:1, s. 1-21
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Tidskriftsartikel (refereegranskat)abstract
- Swedish banking has been recognized for financial prudence, innovations and service provision. Bank of the Year winners are characterized in terms of their prize-winning performance. It details and then generalizes items that led to awards and quantifies the financial rewards that come from providing superior performance. In most cases, growth slowed, but winners still tended to attain above average performance. It would appear that 1.) service really is the foundation for recognition; 2.) more recently, sound management, innovation and financial performance have come into play, and 3.) it is easier to be recognized if the organization is small.
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| 3. |
- Hollebeek, Linda D., et al.
(författare)
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Online content creators’ and viewers’ interdependent journeys
- 2024
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Ingår i: Services Marketing Quarterly. - : Routledge. - 1533-2969 .- 1533-2977. ; 45:3, s. 296-318
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Tidskriftsartikel (refereegranskat)abstract
- The creator economy features a pertinent, growing role of content creators and -viewers, revealing this service sub-sector’s rising economic, and strategic, contribution. In parallel, though the customer/stakeholder journey concepts are gaining traction, little is known about the interdependence characterizing online content creators’ and viewers’ (users’) engagement through their respective role-related journeys, as, therefore, explored further in this article. Building on prior literature, we argue that the unfolding of a content viewer’s journey with a creator’s content is fueled by the former’s engagement in their content-related interactions, in turn also impacting the content creator’s journey. To explore these issues, we adopt interdependence theory’s core interactional tenets (i.e., perceived interaction outcomes [i.e., costs/rewards], comparison level, and comparison level for alternatives) and theorize regarding their respective effect on viewers’ journey-based content engagement. We posit that viewers’ engagement also impacts the content creator’s journey, as summarized in a set of Propositions. Overall, the Propositions illustrate how interdependence theory-informed interactional tenets affect content viewers’ and creators’ interdependent role-related journeys, offering novel insight.
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| 4. |
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| 5. |
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| 6. |
- Jacobsson, Mattias, 1976-, et al.
(författare)
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The Construction Company Through the Lens of Service Management : Inferences From Sweden
- 2012
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Ingår i: Services Marketing Quarterly. - : Taylor & Francis. - 1533-2969 .- 1533-2977. ; 33:2, s. 155-176
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Tidskriftsartikel (refereegranskat)abstract
- The construction industry and firms within it are unique insofaras they exist midway between manufacturing and services production.In this article, we suggest that, even if the outputs arephysical, operations tend to be service oriented. Two approachesare taken to clarify the service aspects of a current project inSweden. First, the model of Normann is used to describe the firmand secondly, a blueprint is made to illustrate the fitting withservice theory. To the best of our knowledge, this is the first timethe industry has been analyzed in this manner. Consequently,the findings should have both conceptual and practical relevance.
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| 7. |
- Lindh, Cecilia, 1974-, et al.
(författare)
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New Service Development and Digitalization : Synergies of Personal Interaction and IT Integration
- 2018
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Ingår i: Services Marketing Quarterly. - : Informa UK Limited. - 1533-2969 .- 1533-2977. ; 39:2, s. 108-123
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Tidskriftsartikel (refereegranskat)abstract
- This study investigates the effects of personal interaction and information technology integration (IT integration) on new service development in business-to-business (B2B) service firms' relationships. Personal interaction, IT integration and new service development are latent variables in a structural model tested with LISREL (N = 138). The relationship between personal interaction and IT integration is strong and indicates that both these constructs are drivers for new service development. Although both these constructs represent diverse ways of interacting, they both positively impact new service development. Hence, managers should not expect IT to replace personal interaction to a great extent in B2B-service contexts.
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| 8. |
- Nilsson, Elin, 1984-, et al.
(författare)
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Self-Service Technology in Casual Dining Restaurants
- 2021
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Ingår i: Services Marketing Quarterly. - : Routledge. - 1533-2969 .- 1533-2977. ; 42:1-2, s. 57-73
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Tidskriftsartikel (refereegranskat)abstract
- This study extends existing research within the area of SST by examining which factors affect consumers' attitudes toward and satisfaction with SST in casual dining restaurants. Results are based on a survey with 169 respondents and interviews with one marketing communicator. Usability, pleasure, lack of personal service, technology readiness, support, and ease of use explained 65.2% of attitude toward SST. However, for satisfaction only four factors were significant: lack of personal service, usability, ease of use and pleasure, explaining 61.6% of satisfaction. The paper also provides useful information to managers in charge of the decision to design and implement SST.
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| 9. |
- Oghazi, Pejvak, 1979-, et al.
(författare)
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Antecedents of technology based self-service acceptance : a proposed model
- 2012
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Ingår i: Services Marketing Quarterly. - : Informa UK Limited. - 1533-2969 .- 1533-2977. ; 33:3, s. 195-210
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Tidskriftsartikel (refereegranskat)abstract
- Technology-based self-service (TBSS) facilities have been widely implemented in the service industry, and it is therefore vital to understand how customers arrive at decisions to adopt them. This article presents and tests a model assessing the antecedents of customers' acceptance of TBSS facilities by merging the technology acceptance model (TAM) with self-service attributes. The findings show that intention to use TBSS facilities is an ultimate function of customers' perceived usefulness of the self-service technology, their attitude towards using it, and their perceived enjoyment of using it. Managers who wish to employ TBSS should therefore first obtain a good understanding of the factors that drive their customers' attitude towards the self-service. They should investigate how to make the self-service more enjoyable in addition to focusing on the traditional usability and usefulness-enhancing features. Recommendations for future research are also provided.
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| 10. |
- Rydback, Michelle, Doktorand, 1976-
(författare)
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Role of facilitators in the medical tourism industry : A study of medical tourism facilitators in an emerging market
- 2022
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Ingår i: Services Marketing Quarterly. - : Taylor & Francis. - 1533-2969 .- 1533-2977. ; 43:2, s. 129-145
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Tidskriftsartikel (refereegranskat)abstract
- Established scholars encourage academics from different fields to make a contribution to the service research to advance, maintain relevance, and promote diversity in the service discipline. This study focuses on a novel type of intermediaries called medical tourism facilitators that assume a vital function in the medical tourism industry. Applying the case study method, the researchers collected qualitative data from three medical tourism facilitators in the Philippines. The study presents a model that includes six supplementary services, namely: information dissemination, consultation, booking, providing hospitality, network development, and support industry development.
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