| 1. |
- Bani-Hani, Imad, et al.
(author)
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A holistic view of value generation process in a SSBI environment : A service dominant logic perspective
- 2018
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In: Journal of Decision Systems. - : Taylor & Francis. - 1246-0125 .- 2116-7052. ; 27:S1, s. 46-55
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Journal article (peer-reviewed)abstract
- Self-service business intelligence (SSBI) is an emerging trend in organisations allowing users to become more autonomous in data exploration. Organisations are keen to provide such services for their employees due to its potential benefits. However, there is little empirical knowledge about the process of building a SSBI service and the role of users in this process. From an exploratory single case study of a major Norwegian online marketplace and drawing on service-dominant logic as an analytical framework, we identify and explore two major phases of building a SSBI service: co-production and co-creation. Besides providing a rich description of these phases, this study also explores the way stakeholders are involved and embedded throughout the process of value generation.
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| 2. |
- Isaksson, Raine, et al.
(author)
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Sustaining swedens competitive position : Lean lifelong learning
- 2015
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In: Measuring Business Excellence. - : Emerald Group Publishing Limited. - 1368-3047 .- 1758-8057. ; 19:1, s. 92-102
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to explore what options the adult learner has for continued learning and what role universities are playing in providing net-based education. Current options for lifelong learning and improvement opportunities in the educational process are described based on an assessment inspired by principles of lean management. Design/methodology/approach – Sweden is chosen as an example. The current level of net-based university education and the demand for it is assessed using official Swedish data. Lean management principles are used as a starting point to define parameters for interest for the adult learner. These parameters are then converted into a five-level scale for assessing current performance with focus on university courses. The authors also study how Swedish County Councils manage their employee education and carry out a check of courses offered by massive open online course providers. Findings – Lean management principles in combination with customer focus seem to present relevant parameters for assessing distance education. Preliminary results indicate that lean lifelong learning has a considerable improvement potential. The main reasons for this potential seem to be more of a bureaucratic and political nature, whereas technology and resources appear to be less of an issue. Practical implications – The results have implications for both universities and organisations. The pressure on universities to become more customer-focussed, while at the same time, cost-effectiveness is likely to increase. Originality/value – Using the customer perspective for educational services and applying lean principles to education.
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| 3. |
- Olsson, Lars E., et al.
(author)
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Measuring service experience : Applying the satisfaction with travel scale in public transport
- 2012
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In: Journal of Retailing and Consumer Services. - : Elsevier. - 0969-6989 .- 1873-1384. ; 19, s. 413-418
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Journal article (peer-reviewed)abstract
- It is argued that favorable customer service experiences are crucial for the success of a company’s offering, and research on the subject is growing rapidly. However, instruments for measuring service experience are not readily available. This study applies and validates the Satisfaction with Travel Scale (STS) for measuring the service experience in public transport. The results confirm that service experience is multidimensional, consisting of a cognitive dimension related to service quality and two affective dimensions related to positive activation, such as enthusiasm or boredom, and positive deactivation, such as relaxation or stress.
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| 4. |
- Otterbring, Tobias, 1985-, et al.
(author)
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Office types and workers' cognitive vs affective evaluations from a noise perspective
- 2020
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In: Journal of Managerial Psychology. - : Emerald Group Publishing Limited. - 0268-3946 .- 1758-7778. ; 36:4, s. 415-431
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Journal article (peer-reviewed)abstract
- Purpose This study aims to examine the links between office types (cellular, shared-room, small and medium-sized open-plan) and employees' subjective well-being regarding cognitive and affective evaluations and the role perceived noise levels at work has on the aforementioned associations. Design/methodology/approach A survey with measures of office types, perceived noise levels at work and the investigated facets of subjective well-being (cognitive vs affective) was distributed to employees working as real estate agents in Sweden. In total, 271 useable surveys were returned and were analyzed using analyses of variance (ANOVAs) and a regression-based model mirroring a test of moderated mediation. Findings A significant difference was found between office types on the well-being dimension related to cognitive, but not affective, evaluations. Employees working in cellular and shared-room offices reported significantly higher ratings on this dimension than employees working in open-plan offices, and employees in medium-sized open-plan offices reported significantly lower cognitive evaluation scores than employees working in all other office types. This pattern of results was mediated by perceived noise levels at work, with employees in open-plan (vs cellular and shared-room) offices reporting less satisfactory noise perceptions and, in turn, lower well-being scores, especially regarding the cognitive (vs affective) dimension. Originality/value This is one of the first studies to compare the relative impact of office types on both cognitive and affective well-being dimensions while simultaneously testing and providing empirical support for the presumed process explaining the link between such aspects.
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| 5. |
- Otterbring, Tobias, 1985-, et al.
(author)
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The relationship between office type and job satisfaction : Testing a multiple mediation model through ease of interaction and well-being
- 2018
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In: Scandinavian Journal of Work, Environment and Health. - Helsingfors, Finland : SCANDINAVIAN JOURNAL WORK ENVIRONMENT & HEALTH. - 0355-3140 .- 1795-990X. ; 44:3, s. 330-334
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Journal article (peer-reviewed)abstract
- Objectives This cross-sectional study investigated the associations between office type (cellular, shared-room, small open-plan, and medium-sized open-plan) and employees' ease of interaction with coworkers, subjective well-being, and job satisfaction. Methods A brief survey including measures of office type, ease of interaction with coworkers, subjective wellbeing, and job satisfaction was sent electronically to 1500 Swedish real-estate agents, 271 of whom returned usable surveys. The data were analyzed using a regression-based serial multiple mediation model (PROCESS Model 6), which tested whether the relationship between office type and job satisfaction would be mediated by ease of interaction and, in turn, subjective well-being. Results A negative relationship was found between the number of coworkers sharing an office and employees' job satisfaction. This association was serially mediated by ease of interaction with coworkers and subjective well-being, with employees working in small and medium-sized open-plan offices reporting lower levels of both these aspects than employees who work in either cellular or shared-room offices. Conclusions Open-plan offices may have short-term financial benefits, but these benefits may be lower than the costs associated with decreased job satisfaction and well-being. Therefore, decision-makers should consider the impact of office type on employees rather than focusing solely on cost-effective office layout, flexibility, and productivity.
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| 6. |
- Pareigis, Jörg, 1977-
(author)
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Customer experiences of resource integration : Reframing servicescapes using scripts and practices
- 2012
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Doctoral thesis (other academic/artistic)abstract
- It is widely acknowledged that value can be regarded as interactively formed by customers through the integration of a variety of resources. However, it is difficult to find service research that takes these concepts seriously in empirical studies. Consequently, the aim of this thesis is to present an empirically grounded understanding of how customer resource integration takes place in practice and how customers experience their resource integration. By collecting data of public transport customers through qualitative diaries, interviews, and video recordings of situated action in addition to a survey, the thesis draws on script and practice theory.The main contribution of the thesis is an empirically grounded model of customer experience of resource integration, which can be summarized in six propositions: (a) customers can acquire four different types of scripts: generic, incongruent, rigid, or transformative; (b) the script types are implicit parts of interactive value practices, which emerge as navigating and ticketing in the empirical context of public transport; (c) the interactive value practices are constellations of the resource integration activities of identifying, sense-making, and using, which customers focus on to varying extents, depending on their acquired script; (d) during or after interactive value formation customers potentially update their scripts; (e) customer processes, other customers, the physical environment, contact personnel, provider processes, and the wider environment all form the context of the service, but can also be resources that the customer integrates; and (f) the customer experience is a holistic evaluation of the interactive value formation and can be understood as consisting of three dimensions: a cognitive evaluation and two affective evaluations, positive activation and positive deactivation. As such, I reframe the notion of the servicescape in order for it to be more attuned to the perspective of interactive value formation and resource integration.
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| 7. |
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| 8. |
- Pareigis, Jörg, 1977-, et al.
(author)
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Exploring internal mechanisms forming customer servicescape experiences
- 2012
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In: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818. ; 23:5, s. 677-695
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Journal article (peer-reviewed)abstract
- Purpose - The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach - The paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a micro-ethnographic approach, using think-aloud protocols and video documentation. Findings - The results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense-making, and using, which, depending on the empirical context, form two main customer process practices – navigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed. Practical implications - Managers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one’s way and ticketing. Limitations/Future research - While the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify our framework in different service settings. Originality/value - The study is novel by applying a micro-ethnological research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer’s service experience.
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| 9. |
- Pareigis, Jörg, 1977-, et al.
(author)
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Exploring the role of the service environment in forming customer's service experience
- 2011
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In: International Journal of Quality and Service Sciences. - Bingley, UK : Emerald. - 1756-669X .- 1756-6703. ; 3:1, s. 110-124
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Journal article (peer-reviewed)abstract
- The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent conceptualization of the experience room. Public transport travellers were provided with a public transport travel diary and were encouraged to make detailed notes about their service experience during their journey. The diaries were than transcribed and coded in NVivo8 using a constant comparative method. The qualitative analysis of the public transport travel diaries revealed six emerging themes of service experience: customer processes, other customers, physical environment, contact personnel, provider processes and wider environment. The interplay between these themes is what forms the service experience of customers. The inductive analysis of the empirical material contextualizes the experience room model in a utilitarian and facility-driven service. This deductive analysis of 100 customer experiences shows that the dimensions customer involvement, customer placement and physical artefacts are most important for the customer's service experience in this context. This paper offers a set of important empirically based customer experience dimensions with public transport. The paper also provides a contextualization of a theoretical model, the experience room model. The contribution results show the importance of interactions with other customers and the physical environment for the customer's experience
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| 10. |
- Pareigis, Jörg, 1977-
(author)
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Interactions with servicescapes : A script-theoretical study of resource integration
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Other publication (other academic/artistic)abstract
- The importance of the servicescape is well established in the marketing literature. The prevailing view focuses on the effect of the servicescape on customers. Recently, the traditional view on servicescapes has been challenged by a view that conceives services and servicescapes as an issue for interaction and interactive value formation. The interactive view highlights resource integration and the knowledge and skills of customers. Yet, to date, empirical studies on this subject are still scarce. By applying a microethnographic research approach in a study of public transport customers and drawing on script theory, this paper identifies four types of customer scripts: generic, incongruent, rigid, and transformative scripts. Their role in resource integration activities of customers, as well as the customer experience, is discussed in this article.
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