| 1. |
- Alverén, Ellen, et al.
(författare)
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Seasonal employees' intention to return and do more than expected
- 2012
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 32:12, s. 1957-1972
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Tidskriftsartikel (refereegranskat)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.
(författare)
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The Service Triad: Modelling Dialectic Tensions in Service Encounters
- 2010
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 30:2, s. 265-280
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Tidskriftsartikel (refereegranskat)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.
(författare)
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Experience accounting : an accounting system that is relevant for the production of restaurant experiences
- 2009
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 29:10, s. 1377-1396
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Tidskriftsartikel (refereegranskat)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.
(författare)
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Services, innovation, employment and organisation : research gaps and challenges for the next decade
- 2012
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Ingår i: The Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 32:4, s. 641-655
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Tidskriftsartikel (refereegranskat)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.
(författare)
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The evolution of service innovation research : a critical review and synthesis
- 2014
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 34:5, s. 373-398
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Forskningsöversikt (refereegranskat)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-
(författare)
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The production of child care services in Sweden- uneven development and local solutions
- 1997
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Ingår i: Service Industries Journal. - Florence, Kentucky : Routledge. - 0264-2069 .- 1743-9507. ; 17:1, s. 28-50
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Tidskriftsartikel (refereegranskat)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.
(författare)
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Firm growth in the Swedish retail and wholesale industries
- 2013
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 33:12, s. 1193-1205
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Tidskriftsartikel (refereegranskat)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.
(författare)
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Which firms provide jobs for unemployed non-Western immigrants?
- 2019
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 39:9-10, s. 762-778
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Tidskriftsartikel (refereegranskat)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-
(författare)
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Co-creating sociality : Organizational and marketing in voluntary organizations
- 2018
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Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 38:5-6, s. 282-302
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Tidskriftsartikel (refereegranskat)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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| 11. |
- Edvardsson, B., et al.
(författare)
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Internal service quality and the psychosocial work environment : An empirical analysis of conceptual interrelatedness
- 1997
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 17:2, s. 252-263
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Tidskriftsartikel (refereegranskat)abstract
- There is a need to integrate service quality concepts withconcepts from other research fields, such as the psychosocialwork environment, to help us better understand and create abasis for quality control in services. The main aim of this paperis to explore empirically the relationships between thepsychosocial work environment and internal service qualily. Weuse concepts and measures derived from psychosocial workenvironment theory and service quality theory respectively. Datawere collected from 555 employees in a Swedish computerservice company using questions from a Stress Profile as well as from a Quality Profile. All 52 items from the Stress Projile and20 items from the Quality Profile were entered into a factoranalysis. The main result of the study is not the exact outcome ofthe factor analysis per se, but rather the point that questionsderived from two different research fields appear to measuredifferent mental representations of work conditions. Clearly,interdependence exists between the psyclzosocial workenvironment and internal quality. It is quite concmon to ncap adrestructure service processes in order to improve internal qualityin an attempt to solve quality problems created by organisationalchanges. We suggest that it should be equally inportant to takenieasures to increase work satisfaction by improvingpsychosocial work conditions
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| 12. |
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| 13. |
- Edvardsson, Bo, et al.
(författare)
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'The IKEA Saga' : Service Culture and Service Strategy
- 2002
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 22:4, s. 153-186
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Tidskriftsartikel (refereegranskat)abstract
- Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success
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| 14. |
- Engen, Marit, et al.
(författare)
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Exploring the role of frontline employees as innovators
- 2015
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 35:6, s. 303-324
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Tidskriftsartikel (refereegranskat)abstract
- This article aims for a deeper understanding of front-line employees (FLEs) and their boundary-spanning role in service organizations’ innovation processes from the vantage points of creativity and service innovation theory. It explores in particular FLEs’ processes of creativity by focusing on how ideas emerge and how these ideas are further managed in the organizations’ innovation processes. It draws on an in-depth empirical study of three units at a large spa and resort hotel. The article demonstrates how FLEs’ ideas are related to the assimilation and utilization of knowledge gained in the customer–supplier interface. Furthermore, it introduces the concept of ‘management by weaving’, which encompasses the middle managers’ roles in the complexity of leading diverse innovation processes in the service organization. By having the roles of facilitator, gatekeeper, and translator, middle managers hold the key position for letting FLEs play the role as innovators.
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| 15. |
- Eriksson, Kent, et al.
(författare)
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Knowledge of inter-customer relations as a source of value creation and commitment in financial service firm's intermediation
- 2007
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 27:5, s. 563-582
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Tidskriftsartikel (refereegranskat)abstract
- This paper develops a knowledge perspective on value creation in organisations that employ mediating technology to facilitate inter-customer relations. Mediators, individually and collectively, build networks of customers between whom linking can take place, and they provide services that facilitate inter-customer exchanges. Earlier research has shown the importance of size and standardisation in mediation. A different stream of research has shown that contextual knowledge is important for problem solving and innovation in organisations. Combining theories of mediating technology and situated problem solving, the paper posits that inter-customer relations constitute the fundamental context for value creation of firms using the mediating technology. LISREL is used to test relationship-level, cross-sectional hypotheses that link knowledge of inter-customer relationships, added value, and customer commitment to bank services for small firms. This work extends Thompson's work on mediating technology with implications for organisation action by demonstrating that mediators' knowledge of inter- customer relationships is an important resource in intermediation. Three contributions are made to strategic management and organisation theory. First, the paper provides a deeper understanding of the relationship between knowledge and committed customers. Second, fundamental resources are developed for firms using mediating technology. Finally, the use of the situated knowledge concept is extended to inter-customer relations, thus explaining performance beyond the contexts to which the concept has previously been applied. The findings have implications for segmentation practices, organisation domain decisions and the corresponding organisational
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| 16. |
- Fayzullaev, Kamoliddin, et al.
(författare)
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Destination image in Uzbekistan – heritage of the Silk Road and nature experience as the core of an evolving Post Soviet identity
- 2018
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; , s. 1-16
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Tidskriftsartikel (refereegranskat)abstract
- ABSTRACTThe purpose of this research is to analyze the destination image of Uzbekistan presented by the DMO and the destinations images emerging from user generated content in social media posts. In this study, promotional images and user-generated images on the platform Instagram were examined by using content-semiotic analysis. The main findings show that the destination image of Uzbekistan is dominated by heritage and reference to ancient cultural traditions of the region. However, the image represented through user generated content on Instagram is more diverse and to a larger extent depict the destination through natural heritage and experiences in the natural landscape. Furthermore, Uzbekistan is concurrently trying to create a post-Soviet identity through a focus on its history prior to the Soviet past, with focus on heritage of the Great Silk Road which highlight that destination image construction is related to geo-political processes in society which includes contestations of national identity.
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| 17. |
- Foroughi, Behzad, et al.
(författare)
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Reuse intention of augmented reality apps : recreational consciousness as moderator
- 2023
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; , s. 1-42
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Tidskriftsartikel (refereegranskat)abstract
- This study investigated the determinants of intention to reuse augmented reality (AR) apps. The data were obtained from 439 IKEA Place app users and evaluated using the ‘partial least squares’ (PLS) and ‘fuzzy-set qualitative comparative analysis’ (fsQCA) approaches. PLS findings revealed that AR attributes significantly influence perceived ease of use, perceived usefulness, and confirmation. All the relationships under the technology continuance theory were confirmed except for the impact of perceived usefulness on attitude. Recreational consciousness positively moderates the influence of attitude on reuse intentions. fsQCA approach uncovered seven configurations of variables that result in high reuse intentions and identified satisfaction as a necessary condition. The study contributed to the literature by (i) exploring the drivers of intention to reuse AR Apps, (ii) extending technology continuance theory, (iii) demonstrating the moderating influence of recreational consciousness, and (iv) using the PLS-fsQCA approach. The findings help develop strategies and design AR apps aimed at retaining users.
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| 18. |
- Friman, Margareta, 1970-, et al.
(författare)
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The relationship between exchanged resources and loyalty intentions
- 2020
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Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 40:11-12, s. 846-865
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Tidskriftsartikel (refereegranskat)abstract
- his research aims to revive the applicability of the exchange concept in the marketing domain. The authors draw on current exchange theories to show how members of an aquatic center receive relational, social support, and restorative resources from other center members and employees. They then empirically demonstrate that members’ loyalty to the center is fueled by the resources they receive from others in the center and that their experience in the center mediates the relationship between exchanged resources and member loyalty. This research reveals that service organizations may foster person-place bonds by providing customers with resources over and above goods and services. Customers appreciate resources that transform their well-being, such as social support and natural, restorative resources, and they demonstrate loyalty to places where they can obtain therapeutic resources. From a theoretical standpoint, this work shows support for the notion that the exchange concept is a foundational aspect of a general theory of marketing and explains how the exchange and value concepts in marketing are linked together.
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| 19. |
- Hermelin, Brita
(författare)
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Producer service firms in globalising cities : the example of advertising firms in Stockholm
- 2009
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29:4, s. 457-471
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Tidskriftsartikel (refereegranskat)abstract
- Spaces of flows have become basic processes and elements in the development of space economies and cities. The objective in this study is to understand spaces of flows of advanced producer services. This article focuses on advertising firms in the geographical context of Sweden and Stockholm. The analysis considers advertising activities in the context of globalisation and post-modern economies. The empirical data for this article are derived from secondary sources, including statistics, firm directories, and business journals. The conclusions indicate multi-scalar relations of advertising agencies. Relationships with clients tend to be local or national. At the same time, there are international intra-organisational connections and flows. Advertising activities have consolidated under transnational organisations.
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| 20. |
- Keramati, Abbas, et al.
(författare)
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A combinative model of behavioural and technical factors affecting 'Mobile'-payment services adoption: An empirical study
- 2012
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 32:9, s. 1489-1504
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Tidskriftsartikel (refereegranskat)abstract
- The objective of this paper is to investigate customers' adoption of mobile payment (M-payment) services. The proposed conceptual model combines technological factors and behavioural factors of M-payment services adoption. A questionnaire is developed and 623 completed questionnaires are gathered from Iranian customers. ANOVA and MANOVA analysis are used to find out the impact of demographic and cultural characteristics on other related research factors. The overall fitness of the proposed model is tested by confirmatory factor analysis and logistic regression. It is shown that the model has a suitable fitness. The model shows that ease of use, usefulness, trust, compatibility, cost, norm, payment habit, availability of mobile phone skills, and convenience are in the suitable condition and these factors influence adoption superiorly.
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| 21. |
- Lindblom, Ted, et al.
(författare)
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Cross-Border Bank Mergers and Acquisitions in the EU
- 2002
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 22:4, s. 41-72
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Tidskriftsartikel (refereegranskat)abstract
- Beginning at the end of the 1990s the banking industry entered into a new phase of consolidation. The US market is experiencing an increasing number of inter-state bank mergers and acquisitions, whereas cross-border mergers between banks in different countries are becoming ever more common in the EU. This paper examines the motives and gains from large cross-border bank mergers by using what has been called a 'balanced scorecard approach'. It assesses firm performance by using both financial and non-financial (strategic) variables. The paper is explorative and covers a select literature review of bank mergers and acquisitions in general and an analysis of the Nordbanken-Merita merger based on the balanced scorecards approach in particular. It is shown that the balanced scorecard may be a very useful technique to analyse the complexity of large cross-border bank mergers and thereby it adds to our over-all understanding of bank mergers across borders. Furthermore, we demonstrate how the growth strategy behind the merger of the two banks may be organised within the framework of a balanced scorecard highlighting the strategic fit between them. Our findings imply that the strategic fit was of a complementary nature. The banks were completing each other rather well in the different perspectives of the model. The success of the merger will therefore very much depend on the capability of cross-utilising the different characteristics and strengths of the merging banks.
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| 22. |
- Lundquist, Karl-Johan, et al.
(författare)
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Producer Services, Growth and Roles in Long Term Economic Development
- 2008
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 28:4, s. 463-477
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Tidskriftsartikel (refereegranskat)abstract
- This paper deals with the varying roles of producer services in economic transformation during the last 30 years in Sweden, and analyses unique longitudinal data on eight service sectors. The theoretical background for the analysis is inspired by the technology shift thesis of economic historians, and we show that the renewal and transformation of producer services has taken place later than for the manufacturing sector. The importance of producer services in national growth increased enormously towards the end of the period, but we also note that this growth has been accompanied by a divergence in growth between service sectors.
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| 23. |
- Mostaghel, Rana, et al.
(författare)
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Adoption of enterprise systems and radio frequency identification among service firms
- 2012
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 32:15, s. 2435-2443
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Tidskriftsartikel (refereegranskat)abstract
- A promising technology for optimizing supply-chain processes is radio frequency identification (RFID). By adding functionality to previous enterprise systems, the aim is to increase transparency of information throughout the supply chain. In this paper, we present a survey of RFID implementation in Swedish service firms. The findings show that although the great majority of firms are actively working with integrated information systems, only a very small fraction have adopted RFID. © 2012 Copyright Taylor and Francis Group, LLC.
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| 24. |
- Muhr, Sara Louise, et al.
(författare)
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’Treating Threats - the Ethical Dilemmas of Treating Threatening Patients
- 2009
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29:1, s. 35-45
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Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)abstract
- This paper considers the impact of threats on professional service workers, especially as these emerge in healthcare services. Based on interviews with healthcare professionals and prison guards, this paper discusses the ethical dilemmas inherent in viewing the doctor-patient relationship from a solely rule-based ethical approach when threatening behaviour is involved. It is argued that under threatening circumstances, a service worker will not be able to exclude personal moral beliefs from the decision-making process. Consequently, the tradition of relying on rule-based ethics is insufficient on its own and must be supplemented with a repersonalised ethics of 'the Other'.
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| 25. |
- Nair, Sujith, et al.
(författare)
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Service orientation : effectuating business model innovation
- 2013
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; 33:9-10, s. 958-975
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Tidskriftsartikel (refereegranskat)abstract
- The research argues for the need to correctly identify and strengthen the core competencies of a firm, especially relevant in the service-oriented firm context where value creation requires resourceful and efficient provision of service. This study of 17 airlines from Asia, Europe, and Oceania reveals a picture of inconsistencies in the core competence strategy of airlines. It brings out the situation in which firms believe and project that they are service oriented, but fail to have the core competence strategies of a service firm or the business model innovations that lead to service orientation, thus leading to performance heterogeneity among intra-industry firms having similar business models. This paper proposes that seemingly similar business models differ in performance due to their service orientation and identification of the core competence serves as both the primary requirement for business model innovation and a measuring indicator of service orientation. The research on the airline industry advances the understanding of how core competence strategy and business model innovation constructs behave in the service firms' effort to gain sustainable competitive advantage.
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