| 1. |
- Becker, Larissa, et al.
(författare)
-
Actor experience : Bridging individual and collective-level theorizing
- 2023
-
Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 158
-
Tidskriftsartikel (refereegranskat)abstract
- Many marketing phenomena involve a group’s collective experiences; however, marketing research largely focuses on an individual’s experiences. This research argues that individual-level theorizing alone is inadequate to capture collective experiences, such as how families, teams, or business customers experience good and/or services. This article thus aims to conceptualize actor experience as encompassing both individual and collective experiences. We draw on S-D logic and phenomenology to describe how experience emerges for individual and collective actors. We then demonstrate the application of our conceptualization by informing a central marketing notion: the determination of value. More specifically, we delineate two types of value determination, value experience and value attribution, and discuss how social interaction and institutional factors influence them. This study contributes to marketing literature with the conceptualization of actor experience that can be applied to the study of collective phenomena and to S-D logic metatheory by advancing the understanding of value determination.
|
|
| 2. |
- Edvardsson, Bo, 1952-, et al.
(författare)
-
Examining how context change foster service innovation
- 2018
-
Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:5, s. 932-955
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context change.Design/methodology/approach – The paper adopts a service ecosystem lens for understanding how elements and trends in context foster service innovation. A conceptual framework identifying the role of context change in fostering service innovation is developed and justified through illustrations across industry settings of health, retailing, banking and education.Findings – Context change is conceptualized by three trends – speed, granularity and liquification – that provide an analytical foundation for understanding how changes in the elements of context – space, resources and institutional arrangements – can foster service innovation. The analysis indicates emerging patterns across industries that allow exploring scenarios, grounded in emerging trends and developments in service innovation toward 2050.Practical implications – Managers are offered a framework to guide service innovation and help them prepare for the future. The paper also suggests areas for further research.Originality/value – The paper contributes with a new conceptualization of context change to identify and explain service innovation opportunities. Managers are offered a framework to guide service innovation and help them prepare for 2050. The paper also suggests areas for further service innovation research, zooming in on contextual changes to prepare for 2050.
|
|
| 3. |
- Gustafsson, Anders, et al.
(författare)
-
Developing service research - paving the way to transdisciplinary research
- 2016
-
Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 9-20
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to discuss how service, as an interdisciplinary area of research, can increase its potential for transdisciplinary contributions from the perspective of what signifies intra-, multi-, inter-, and transdisciplinary research. Design/methodology/approach - The essay first discusses common perspectives on the service concept before presenting a review on what signifies intra-, multi-, inter-, and transdisciplinary research. The emerging theoretical framework is followed by a discussion on the challenges and opportunities for service research in making interdisciplinary and transdisciplinary theoretical contributions. Findings - The research provides a typological framework for understanding intra-, multi-, inter-, and transdisciplinary service research and, implications related to how service research contributions can become increasingly inter- and transdisciplinary. Originality/value - The paper contributes to widening the scope of service research by focussing on how the domain can overcome hurdles and increase its potential for making theoretical contributions that are applicable across and beyond established research disciplines.
|
|
| 4. |
- Jaakkola, Elina, et al.
(författare)
-
Does one size fit all? : New service development across different types of services
- 2017
-
Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 28:2, s. 329-347
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose - The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach - An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings - Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications - The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value - This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the "one size fits all" assumption evident in current NSD research.
|
|
| 5. |
- Jaakkola, Elina, et al.
(författare)
-
Organizational Structures for New Service Development
- 2018
-
Ingår i: The Journal of product innovation management. - : WILEY. - 0737-6782 .- 1540-5885. ; 35:2, s. 280-297
-
Tidskriftsartikel (refereegranskat)abstract
- Although previous research has demonstrated that many critical success factors for new service development (NSD) relate to how the NSD function is organized, few attempts have been made to examine the organizational arrangements for NSD in more detail. This study explores what kind of organization structures firms use for NSD, and what implications such structures have for NSD. To expand the previous research heavily focused on standardized services, a qualitative, in-depth study of NSD in knowledge-intensive business service firms was conducted. The study uses a multiple case comparative research strategy where empirical data was collected in nine companies. The study empirically identifies four key organizational arrangements for NSD: NSD in customer relationships, NSD in temporary project teams, NSD in business development units, and NSD in separate R&D units. These arrangements are conceptualized as organization structures characterized by their level and nature of specialization, standardization, formalization, and centralization. The study shows that these key NSD structures can coexist in organizations despite their different and even contradictory characteristics, and highlights the unique opportunities and challenges that each structure brings for NSD. Challenging extant research that has focused on examining particular structural characteristics as success factors for NSD, this study demonstrates that NSD performance may be driven by a configuration of several, simultaneously operating NSD structures rather than by one superior structure. Accordingly, firms should establish organizational approaches that support close connections between different NSD structures.
|
|
| 6. |
- Karpen, Ingo Oswald, et al.
(författare)
-
Circular service management : toward conceptual understanding and service research priorities for a more sustainable future
- 2023
-
Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:6, s. 50-69
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose: Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an initial conceptual understanding of circular service management, introducing illustrative strategies and research priorities for circular service management. This paper provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of the opportunities from adopting circular services. Design/methodology/approach: The authors explore the concept of circular service management by drawing upon existing literature on sustainability, circularity and service research. Strategies of circular service management and research priorities emerge on the basis of industry best practice examples and research on sustainability challenges and opportunities. Findings: Service researchers have largely ignored the concept and role of circularity for service businesses. Extant research on the topic nearly exclusively features in non-service journals and/or does not seek to advance service theory through circularity. This article argues that circular service management enables the implementation of service thinking in the pursuit of sustainability and outlines four types of circular service management strategies. Originality/value: The authors introduce the concept of circular service management and highlight the role of service research for designing and managing circular systems and operations. This article also offers a research agenda connecting managerial challenges and opportunities with key service research priorities for circular service management. This provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of pursuing circular services, thereby contributing to a more sustainable future.
|
|
| 7. |
- Kleinaltenkamp, Michael, et al.
(författare)
-
Engagement-driven institutionalization in market shaping : Synchronizing and stabilizing collective engagement
- 2021
-
Ingår i: Industrial Marketing Management. - : Elsevier. - 0019-8501 .- 1873-2062. ; 99, s. 69-78
-
Tidskriftsartikel (refereegranskat)abstract
- Although recent literature on market shaping highlights the importance of actors' engagement dispositions and behaviors and their interplay with institutional work, little is understood about the mechanisms that facilitate the institutionalization of engagement dispositions and behaviors within the market-shaping process. Beyond this backdrop, this conceptual paper addresses how the engagement of multiple actors contributes to institutional change within market shaping. To answer this question, our paper considers the concept of synchronization as a mechanism that facilitates the alignment of multiple actors' engagement dispositions and behaviors to generate collective engagement within institutional work. Applying the emerging theory of Practice-driven Institutionalism as well as the concept of collective engagement, we develop a process model of engagement-driven institutionalization that consists of three stages: (1) the synchronization of collective dispositions and behaviors, (2) the development of temporal stability of these behaviors through self-reinforcing mechanisms resulting in practices, and (3) the ensuing institutional change for market shaping. By connecting this model to the market-shaping process, we demonstrate how our model contributes to a better understanding of the theoretically fuzzy processes of institutional change within market shaping and how it may help market shapers in their endeavors to shape markets successfully.
|
|
| 8. |
- McColl-Kennedy, Janet R., et al.
(författare)
-
Fresh perspectives on customer experience
- 2015
-
Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045. ; 29:6-7, s. 430-435
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach - The approach is conceptual identifying current gaps in research on customer experience. Findings - The findings include a set of research questions and research agenda for future research on customer experience. Originality/value - This research suggests fresh perspectives for understanding the customer experience which can inspire future research and advance theory and managerial practice.
|
|
| 9. |
|
|
| 10. |
- Verleye, Katrin, et al.
(författare)
-
What causes imbalance in complex service netwoks? : Evidence from a public health service
- 2017
-
Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 28:1, s. 34-56
-
Tidskriftsartikel (refereegranskat)abstract
- PurposeService networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the "balanced centricity" perspective, the purpose of this paper is to explore the causes of imbalance in complex service networks.Design/methodology/approachAdopting a qualitative case-based approach, this paper examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire National Health Service (NHS) Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers of imbalance in complex public service networks.FindingsThe origin of imbalance stems from competing institutional logics of various actors (patients/public, employees, managers, regulatory bodies, etc.), but the degree to which these competing institutional logics lead to imbalance is moderated by accountability, communication, engagement, and responsiveness within the service network.Research limitations/implicationsBy uncovering causes of imbalance in complex public service networks, this paper pinpoints important research avenues for developing the balanced centricity perspective.Practical implicationsThe inherent existence of multiple parallel institutional arrangements makes networks imbalanced, but value creation can be achieved when the appropriate mechanisms are fostered to manage balance between divergent logics.Originality/valueBy examining imbalance as the underlying cause of network dysfunction, this research contributes to understanding of the dynamics in, and performance of, complex public service networks.
|
|
