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| 2. |
- Bowen, David E., et al.
(författare)
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Learning from the pioneering founders of the service research field
- 2023
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:4, s. 605-630
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.
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| 3. |
- Gummesson, Evert, et al.
(författare)
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The emergence of the new service marketing : Nordic school perspectives
- 2012
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Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 23:4, s. 479-497
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service. Design/methodology/approach - The paper is based on documents and the authors' self-lived history and current involvement (management action research). Findings - Northern European scholars, especially from Finland and Sweden, have felt free to design their own theory, at the same time collaborating internationally. Contributions include an early alert to services and business-to-business (B2B) marketing being neglected; dissatisfaction with service quality; that the service economy is more than the service sector; and the insight that relationship marketing and many-to-many network marketing better represent service reality. A novel service logic abandoning the divisive goods/services, B2B/B2C (business-to-consumer), and supplier/customer categories, based on commonalities and interdependencies is arriving. Nordic School methodology is characterised by induction, case study research, and theory generation, to better address complexity and ambiguity in favour of validity and relevance. In the 2000s, the synthesis provided by service-dominant (S-D) logic, IBM's service science, and network and systems theory have inspired a lively international dialogue. Research limitations/implications - The hegemony of the marketing management of mass-manufactured consumer goods was challenged when services entered the marketing agenda in the 1970s. During the 1980s and 1990s the differences been goods marketing and service marketing were explored and the understanding for relationships, networks and interaction developed. It gradually laid the ground for the integrated goods/services approach that is now the major challenge for service researchers and practitioners alike. Originality/value - It is unfortunate if developments of marketing in the USA are perceived as a universal standard for marketing. By studying contributions from many cultures and nations in other countries the paper enhances the understanding of the diversity of marketing. This article presents such a case from Northern Europe.
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| 4. |
- Mukhtar, Umer, et al.
(författare)
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Inter-functional value co-creation as an antecedent of supply chain performance : a study based on the coordination theory
- 2023
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Ingår i: Journal of business & industrial marketing. - : Emerald Group Publishing Limited. - 0885-8624 .- 2052-1189.
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this study is twofold. First, this study proposes to investigate the impact of inter-functional value co-creation (VCC) in a manufacturing firm’s value chain on supply chain performance, considering the moderating role of external integration. Second, this study proposes to validate a modified version of the VCC considering the inter-functional interaction context.Design/methodology/approach: Quantitative data were collected using survey approach from 129 managers from 51 departments of 22 manufacturing firms performing roles in several areas, such as procurement, logistics, sales, marketing and production. This study uses a PLS-SEM to analyze the model measurement, through confirmatory factor analysis.Findings: The empirical data supported the proposition of this study that the VCC degree (i.e. value co-production/value in use) between functions of the firm has significant positive effects on the performance of the supply chain, in customer service and flexibility. Practical implications: This study could be exceedingly useful for practitioners suggesting them to improve inter-functional integration by adopting VCC practices grounded on “value co-production” and “value in use.” Such practices may help to maximize supply chain performance.Originality/value: The coordination theory was useful to deepen the analysis of its quadrant named “participatory design,” considering the relationship between VCC and inter-functional integration. This paper extended the knowledge about the relationship between the participatory design quadrant and the quadrant referring to organizational structures and processes.
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| 5. |
- Mukhtar, Umer, et al.
(författare)
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Inter-functional value co-creation as an antecedent of supply chain performance: a study based on the coordination theory
- 2023
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Ingår i: Journal of business & industrial marketing. - : Emerald. - 0885-8624 .- 2052-1189. ; 38:11, s. 2324-2340
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this study is twofold. First, this study proposes to investigate the impact of inter-functional value co-creation (VCC) in a manufacturing firm’s value chain on supply chain performance, considering the moderating role of external integration. Second, this study proposes to validate a modified version of the VCC considering the inter-functional interaction context. Design/methodology/approach: Quantitative data were collected using survey approach from 129 managers from 51 departments of 22 manufacturing firms performing roles in several areas, such as procurement, logistics, sales, marketing and production. This study uses a PLS-SEM to analyze the model measurement, through confirmatory factor analysis. Findings: The empirical data supported the proposition of this study that the VCC degree (i.e. value co-production/value in use) between functions of the firm has significant positive effects on the performance of the supply chain, in customer service and flexibility. Practical implications: This study could be exceedingly useful for practitioners suggesting them to improve inter-functional integration by adopting VCC practices grounded on “value co-production” and “value in use.” Such practices may help to maximize supply chain performance. Originality/value: The coordination theory was useful to deepen the analysis of its quadrant named “participatory design,” considering the relationship between VCC and inter-functional integration. This paper extended the knowledge about the relationship between the participatory design quadrant and the quadrant referring to organizational structures and processes.
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| 6. |
- Roos, Inger, et al.
(författare)
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The Service Quality Path: A Longitudinal Service Quality Study with Implications for Image and Relationship Marketing
- 2000
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Konferensbidrag (refereegranskat)abstract
- Inger Roos and Christian Grönroos AbstractCustomer perceptions concerning service quality are traditionally measured on technical or functional dimensions, tangibles, reliability, responsiveness, assurance and empathy. The same dimensions are suggested also by the literature of Image and Relationship marketing. Lately studies on service quality related to customer relationships have been presented. These studies, however, have rarely been able to distinguish between priorities of quality dimensions concerning the effect on relationships. In a switching perspective, however, customer perception on the relationship is seen as expressed reasons for leaving it. These reasons occur as dynamic configurations of customer switching behaviour connected to influencers who are considered important for customers changed behaviour. In this article, customer actual switching behaviour is compared to customer-quality perceptions. Based on this comparison customers are suggested to constantly being on a service quality path. Such a path organises the concepts of Image and Relationship marketing into a comprehensive dialogue with the customers. The service quality path comprises the concepts of Image and Relationship by delegating different missions to the same dimensions.Keywords: Service quality, Switching behaviour, Service-quality path, Image, Relationship marketing, Customer-perception configurations,
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| 7. |
- Wetter-Edman, Katarina, 1971-, et al.
(författare)
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Design for Service comes to Service Logic
- 2013
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Ingår i: Service Dominant Logic, Network and Systems Theory and Service Science. - Napoli : Giannini Editore. - 9788874316847
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Konferensbidrag (refereegranskat)abstract
- Purpose: This article aims to bridge recent work on Service Logic with practice and research in Design for Service to explore if and how human-centered participatory design approaches could provide an ideal source for interpreting existing service systems, proposing new ones and thus realize service logic in organizations.Design/methodology: This paper compares existing theoretical backgrounds and frameworks from Service Logicand Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, participation, context and experience.Findings: Service Logic provides a framework to understand service systems in action by focusing on how actors integrate resources to co-create value, while Design for Service provides an approach and tools to analyze current service systems in context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides frameworks, competence and tools enabling involved actors to participate in and be part of the service system re-design. Based in this the model Design for value co-creationis presented.Research implications: The authors bridge service research studies with Design for Service, articulating how Design for Service could be a key factorin realizing Service Logic in organizations. Emerging research questions and potentials for interdisciplinary work are part of our final conclusions.Originality/value: The paper extends the Service Logic literature by 1) repositioning service design from a phase of development to Design for Serviceas an approach to service innovation centered on understanding and engaging with customers’ own value creating practices 2) extends the meaning of value co-creationto include collaborative approaches for generation of new resource constellations and through this process achieving value co-creation in designing.
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| 8. |
- Wetter Edman, Katarina, et al.
(författare)
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Design for value co-creation : Towards an understanding fo the synergies between design for service and service logic
- 2014
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Ingår i: Journal of Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3970. ; 6:2, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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| 9. |
- Wetter-Edman, Katarina, 1971-, et al.
(författare)
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Design for Value Co-Creation : Exploring Synergies Between Design for Service and Service Logic
- 2014
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Ingår i: Service Science. - : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 6:2, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience.We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model.The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.
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