SwePub
Sök i SwePub databas

  Utökad sökning

Träfflista för sökning "L773:1757 5818 OR L773:1757 5826 "

Sökning: L773:1757 5818 OR L773:1757 5826

  • Resultat 1-50 av 85
Sortera/gruppera träfflistan
   
NumreringReferensOmslagsbildHitta
1.
  • Aal, Kotaiba Abdul, et al. (författare)
  • Innovation in service ecosystems : An empirical study of the integration of values, brands, service systems and experience rooms
  • 2016
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 27:4, s. 619-651
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose – The purpose of this paper is to extend the understanding of innovation in service ecosystems by focussing on the role of values resonance in relation to the integration of brands, service systems and experience rooms.Design/methodology/approach – An empirical, explorative case study of an innovative service system is carried out using a narrative approach and presented in the form of a saga.Findings – Insights gleaned from the empirical study are used for conceptual developments. Analysis of the empirical case study is presented as four lessons linked to values, brands, service systems and experience rooms.Originality/value – The paper extends a conceptual framework of innovative resource integration in service ecosystems. The paper also contributes four propositions to inform theory: values resonance is a basis for service innovation, the innovative integration of brands based on values resonance can foster innovation, the integration of resources across service system boundaries grounded in values resonance can enable innovation and the integration of experience rooms into a coherent servicescape based on values resonance can support novel forms of resource integration and value co-creation efforts in service ecosystems.Keywords Service-dominant logic, Brands, Service innovation, Resource integration, Service ecosystem, Values resonancePaper type Research paper
  •  
2.
  • Alkire (nee Nasr), Linda, et al. (författare)
  • Transformative service research, service design, and social entrepreneurship An interdisciplinary framework advancing wellbeing and social impact
  • 2020
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:1, s. 24-50
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact. Design/methodology/approach This research provides an interdisciplinary review and synthesis of literature to establish a basis for a conceptual framework advancing human wellbeing and driving social impact. Findings The overarching framework created incorporates various concepts, methods and tools across the three research domains. At the core of the framework is the ultimate goal of multilevel wellbeing and social impact. The core is subsequently supported by established social entrepreneurship concepts and strategies: prosocial motivation, hybrid identity, social bricolage, entrepreneurial thinking, community engagement, business model design and innovative delivery. The implementation of these concepts could benefit from the methods and tools used in service design, such as: design probes, service blueprints, appreciative inquiry, contextual interviews, actor maps, sustainable business model canvas and service prototyping. Originality/value By bridging literature in TSR, service design and social entrepreneurship, this paper provides service managers with a framework to guide scalable systemic solutions for service organizations interested in advancing human wellbeing and driving social impact.
  •  
3.
  • Andreassen, Tor Wallin, et al. (författare)
  • Linking service design to value creation and service research
  • 2016
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 21-29
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach - For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings - By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value - To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.
  •  
4.
  • As'ad, Nabila, et al. (författare)
  • Understanding service ecosystem dynamics : a typology
  • 2024
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 35:6, s. 159-184
  • Tidskriftsartikel (refereegranskat)abstract
    • PurposeThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approachThis study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. FindingsThe paper identifies three types of service ecosystem dynamics-behavioral patterns of service ecosystems-and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implicationsThe typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/valueThe paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.
  •  
5.
  • Bolton, Ruth N., et al. (författare)
  • Customer experience challenges : bringing together digital, physical and social realms
  • 2018
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:5, s. 776-808
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach Future customer experiences are conceptualized within a three-dimensional space - low to high digital density, low to high physical complexity and low to high social presence - yielding eight octants. Findings The conceptual framework identifies eight dualities, or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research limitations/implications A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm. Practical implications This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050. Social implications This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas. Originality/value The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.
  •  
6.
  • Bolton, Ruth N., et al. (författare)
  • Small details that make big differences : A radical approach to consumption experience as a firm's differentiating strategy
  • 2014
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 25:2, s. 253-274
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are needed for firms to be competitive in the marketplace. The problem occurs when performance levels and service offerings become too similar within an industry, so that price is the only competitive weapon that remains. The purpose of this paper is to argue that in order to break this deadlock, companies need to focus on the small details that make big differences to customers. Design/methodology/approach - The paper builds on interviews with executives in successful service organizations. It provides an analysis of differentiation strategies in diverse service organizations across consumption contexts, nations and cultures around the world. Findings - The paper develops three research propositions and argues for radical approaches to help service organizations truly understand customers and provide service experiences that engage and delight them. The paper argues that the new challenge for marketing is to help companies find and implement these small details to make a large impact on the overall customer experience. Originality/value - In order to truly understand the customer experience, the paper need a holistic view of all interactions customers have with a company. The paper need to understand the customer-firm interactions at all touch points, that is, during search, purchase, consumption and post-consumption. Customer experience involves the customers' cognitive, affective, emotional, social and sensory responses to the firm. The originality of this research lies in the focus on the small details that make a difference to customers during the service process rather than in the final outcome of the service performance.
  •  
7.
  • Bowen, David E., et al. (författare)
  • Learning from the pioneering founders of the service research field
  • 2023
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:4, s. 605-630
  • 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.
  •  
8.
  • Breidbach, Christoph, et al. (författare)
  • Operating without operations: how is technology changing the role of the firm?
  • 2018
  • Ingår i: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826. ; 29:5, s. 809-833
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The purpose of this paper is to analyze the history and future of service operations, with the goal to identify key theoretical and technological advances, as well as fundamental themes that can help to imagine the future of service operations in 2050. Design/methodology/approach A review of the service operations literature was undertaken to inform a discussion regarding the role that technology will play in the future of service operations. Findings The future of service operations is framed in terms of three key themes - complexity, orchestration, and elasticity. The paper makes three contributions to the service science literature by: reviewing key themes underpinning extant service operations research to frame future trajectories of service operations research; elaborating a vision of service operations in 2050 based on history and technology; and outlining a research agenda for future service operations. Practical implications The case of service automation is used to provide an illustration of how the three themes converge to define future service operations, and in particular, to show how technology is recasting the role of the firm. Originality/value Service operations in the next 30 years will be very different from what it was in the past 30 years. This paper differs from other review papers by identifying three key themes that will characterize and instill new insights into the future of service operations research.
  •  
9.
  • Brodie, Roderick J., et al. (författare)
  • Enhancing theory development in service research
  • 2016
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 27:1, s. 2-8
  • Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)abstract
    • Purpose - The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014. Design/methodology/approach - A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop. Findings - Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research. Originality/value - Exploring how a collaborative approach to research can be used.
  •  
10.
  • Chen, Tom, et al. (författare)
  • Dynamics of wellbeing co-creation : a psychological ownership perspective
  • 2021
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 32:3, s. 383-406
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose People are responsible for their wellbeing, yet whether they take ownership of their own or even others' wellbeing might vary from actor to actor. Such psychological ownership (PO) influences the dynamics of how wellbeing is co-created, particularly amongst actors, and ultimately determines actors' subjective wellbeing. The paper's research objective pertains to explicating the concept of the co-creation of wellbeing and conceptualizing the dynamics inherent to the co-creation of wellbeing with consideration of the influences of all involved actors from a PO perspective. Design/methodology/approach To provide a new conceptualization and framework for the dynamics of wellbeing co-creation, this research synthesizes wellbeing, PO and value co-creation literature. Four healthcare cases serve to illustrate the effects of engaged actors' PO on the co-creation of wellbeing. Findings The derived conceptual framework of dynamic co-creation of wellbeing suggests four main propositions: (1) the focal actor's wellbeing state is the intangible target of the focal actor's and other engaged actors' PO, transformed throughout the process of wellbeing co-creation, (2) PO over the focal actor's wellbeing state is subject to the three interrelated routes of exercising control, investing in the target, and intimately knowing the target, which determine the instigation of wellbeing co-creation, (3) the level of PO over the focal actor's wellbeing state can vary, influence and be influenced by the extent of wellbeing co-creation, (4) the co-creation of wellbeing, evoked by PO, is founded on resource integration, which influences the resources-challenges equilibrium of focal actor and of all other engaged actors, affecting individual subjective wellbeing. Originality/value This article provides a novel conceptual framework that can shed new light on the co-creation of wellbeing in service research. Through the introduction of PO the transformation of lives and wellbeing can be better understood.
  •  
11.
  • Chipp, Kerry, 1973- (författare)
  • When is your call important to us?
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826.
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose:A widespread narrative is that consumers are empowered, a condition attained from technology. Empirical results have been mixed. Despite a growing interest in consumer power, service dominant logic only addresses agency, not power. The current paper reviews how SD-logic can accommodate power. Design/methodology/approach: A conceptual paper Findings:Different conceptions of power are reviewed, amongst which discursive power is argued as the most compatible with SD-logic. The relationship between agency, power and the institutional context is discussed. Power is then argued as accessed at three levels: macro, meso and micro. Originality/value:The paper demonstrates how SD-logic can incorporate discursive notions of power. Three concepts of resourceness are developed: resource assets, resource deficits and resource compensation. Seven propositions are put forward. 
  •  
12.
  • Ciuchita, Robert, et al. (författare)
  • Programmatic advertising in online retailing : Consumer perceptions and future avenues
  • 2023
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 34:2, s. 231-255
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose Digital advertising enables retailers to rely on large volumes of data on consumers and even leverage artificial intelligence (AI) to target consumers online with personalised and context-aware advertisements. One recent example of such advertisements is programmatic advertising (PA), which is facilitated by automatic bidding systems. Given that retailers are expected to increase their use of PA in the future, further insights on the pros and cons of PA are required. This paper aims to enhance the understanding of the implications of PA use for retailers. Design/methodology/approach A theoretical overview is conducted that compares PA to traditional advertising, with an empirical investigation into consumer attitudes towards PA (an online survey of 189 consumers using an experimental design) and a research agenda. Findings Consumer attitudes towards PA are positively related to attitudes towards the retailer. Further, perceived ad relevance is positively related to attitudes towards PA, which is moderated by (1) consumer perceptions of risks related to sharing their data with retailers online and (2) consumer perceptions of AI's positive potential. Surprisingly, the disclosed use of AI for PA does not significantly influence consumer attitudes towards PA. Originality/value This paper contributes to the literature on technology-enabled services by empirically demonstrating that ad relevance drives consumer attitudes towards PA. This paper further examines two contingencies: risk beliefs related to data (i.e. the source of PA) and perceptions of AI (i.e. the somewhat nebulous technology associated with PA) as beneficial. A research agenda illuminates central topics to guide future research on PA in retailing.
  •  
13.
  • Di Pietro, Laura, et al. (författare)
  • A scaling up framework for innovative service ecosystems : lessons from Eataly and KidZania
  • 2018
  • Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:1, s. 146-175
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.
  •  
14.
  • Di Pietro, Laura, et al. (författare)
  • Exploring volunteers' role in healthcare service ecosystems : value co-creation, self-adjustment and re-humanisation
  • 2024
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826.
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation activities and well-being outcomes in the healthcare service ecosystem (HSE). Moreover, the study analyses how the provision and integration of volunteers' resources help to explain the HSE self-adjustment favouring the re-humanisation of service.Design/methodology/approach The article zooms in on the volunteers' activities in an HSE. A qualitative approach is adopted, and an empirical investigation is grounded in data gathered from Kids Kicking Cancer (KKC) Italia, a volunteer association operating in the paediatric oncology ward of Italian hospitals. Data are collected and triangulated through in-depth interviews, volunteers' diaries and observations. The analysis is conducted by adopting an interpretative thematic analysis technique.Findings The study provides a conceptual framework explaining how volunteers' value co-creation activities influence the HSE's self-adjustment by leading to a re-humanisation of services. The paper also contributes to the state of knowledge by identifying seven categories of volunteers' value co-creation activities, two of which are completely new in the literature (co-responsibility and empowerment).Originality/value The paper contributes to the service research literature by identifying empirically grounded value co-creation activities extending the understanding of self-adjustment and re-humanisation of the service ecosystem.
  •  
15.
  • Diaz-Mendez, Montserrat, et al. (författare)
  • Value co-creation and university teaching quality Consequences for the European Higher Education Area (EHEA)
  • 2012
  • Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 23:4, s. 571-592
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this paper is to investigate value co-creation in assessing higher education (HE) teaching quality by acknowledging the influence of all interacting parties: teachers, students and general university service. The paper questions the appropriateness of student satisfaction surveys for assessing lecturer performance. Design/methodology/approach - By introducing co-creation and interaction between several stakeholders the paper deals with a complex problem which is best addressed through multiple approaches. The paper uses a literature review of HE quality together with empirical case study research of one university based on data from documents, student surveys and interviews with lecturers. The data are interpreted in the light of the recent theory of service (S-D) logic and many-to-many marketing. Findings - The paper highlights the complexity of HE service and recommends that EHEA assumes a co-creation perspective. Resources are provided by lecturers, students and university service which require an interactive approach through which the parties integrate these resources. The information asymmetry between lecturers and students invalidates student satisfaction surveys as an instrument to assess teaching quality. The complexity of HE teaching cannot be boiled down to a single number that forms the ground for comparison between lecturers. Originality/value - The paper offers a more valid perspective on HE quality by applying the concepts of value co-creation and resource integration. It shows that the current one-sided student evaluation of teachers is inadequate.
  •  
16.
  •  
17.
  •  
18.
  • 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.
  •  
19.
  • Edvardsson, Bo, 1944-, et al. (författare)
  • Having a strategy for new service development - does it really matter?
  • 2013
  • Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 24:1, s. 25-44
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co-creation were investigated and the results were compared with managers beliefs. less thanbrgreater than less thanbrgreater thanDesign/methodology/approach - The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers beliefs. less thanbrgreater than less thanbrgreater thanFindings - The results show that managers believe that customer co-creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the "missing link" in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co-creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process. less thanbrgreater than less thanbrgreater thanOriginality/value - For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.
  •  
20.
  •  
21.
  • Elg, Mattias, et al. (författare)
  • Co-creation and learning in health-care service development
  • 2012
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 23:3, s. 328-343
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this study is to develop and evaluate a model for patient co-creation and learning based on diaries for use in health-care service development. In particular, the study aims to investigate the process of patient co-creation and different mechanisms through which health-care service providers can learn from the patient. Design/methodology/approach - The study is based on an action research approach. First, a development phase for patient co-creation and learning leading to a proposed model was conducted. Second, a test phase of the diary-based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care. Findings - The study suggests a model for co-creation and learning in health-care service development through three learning methods. First, the model may be used as a means for generating and collecting patient ideas; second, a single patient's story can be illustrated and can serve as incentive for health-care service development and creation of patient-centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services. Originality/value - This study extends the research on diary-based methods as an operationalisation of co-creation in two ways. First, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Second, the study suggests a co-creation approach of involving patients in health-care service development through patient diaries.
  •  
22.
  • Engström, Jon, 1980-, et al. (författare)
  • Service design in healthcare : a segmentation-based approach
  • 2022
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Ltd. - 1757-5818 .- 1757-5826. ; 33:6, s. 50-78
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.Design/methodology/approach - The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.Findings - The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.Practical implications - The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.Originality/value - The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.
  •  
23.
  • Fors, Maja, et al. (författare)
  • Environmental, Social and Governance (ESG) metrics do not serve services customers : A missing link between sustainability metrics and customer perceptions of social innovation
  • 2022
  • Ingår i: Journal of Service Management. - : Emerald. - 1757-5826 .- 1757-5818. ; 33:4/5, s. 565-577
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The purpose of this paper is to highlight challenges for service firms communicating Environmental, Social and Governance (ESG) efforts to customers. Specifically, it focuses on the relationship between ESG metrics and reporting and customer perceptions of social innovativeness. Design/methodology/approach The empirical material comprises three years of data (2018-2020) covering more than 100 firms from three sources: (1) Social Innovation Index (Sii), which is collected as part of the American Innovation Index (Aii), (2) Bloomberg Sustainability Accounting Standards Board (SASB) ESG and (3) Datamaran. Findings ESG metrics and reporting do not suffice to explain customer perceptions of social innovativeness. Rather, a firm's industry plays the prominent role in affecting these perceptions where service firms are at a disadvantage as customers perceive services as less socially innovative compared to goods. Practical implications While ESG metrics and reporting provide important information for investors and regulators, they are not reflected in customers' perceptions of firms' social innovativeness, and services are at a disadvantage relative to goods. Therefore, services researchers and managers must advance their knowledge regarding how to better link ESG metrics and report to customers' perceptions. Originality/valueThe paper offers a first large-scale, cross-industry investigation of how ESG metrics and reporting impact customer perceptions of social innovativeness, leading to a research agenda on communication of ESG.
  •  
24.
  • Fyrberg, Anna, 1980-, et al. (författare)
  • What about interaction? Networks and brands as integrators within service-dominant logic
  • 2009
  • Ingår i: International Journal of Service Industry Management. - UK : Emerald. - 0956-4233 .- 1758-6704 .- 1757-5818 .- 1757-5826. ; 20:4, s. 420-432
  • Tidskriftsartikel (refereegranskat)abstract
    • The paper conceptualizes the key actors involved in the co-creation process as Brand Governor, Providers and Customers. In addition, it proposes an advancement of the service brand-relationship-value triangle introduced by Brodie et al. by linking the key processes and actors in the triangle. It is found that the network approach provides a deeper understanding of how actors integrate with one another and how this interaction leads to co-created outcomes that can be translated into value
  •  
25.
  • Gebauer, Heiko, et al. (författare)
  • Competing in business-to-business sectors through pay-per-use services
  • 2017
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 28:5, s. 914-935
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Despite the opportunities provided by pay-per-use (PPU) services, product companies in business-to-business sectors often fail to compete systematically by using them. The purpose of this paper is to explain how companies can avoid failures when it comes to PPU services. The paper describes the "seizing" capabilities needed to achieve the strategic objectives of PPU services. Design/methodology/approach - The research process is divided into a pilot and an in-depth study. Altogether, 17 companies participated in the study. Findings - The findings reveal that the seizing capabilities depend on the strategic objectives of PPU services. To expand the market share with PPU services, companies need to broaden the customer portfolio for PPU services, to align individual services within the entire service portfolio and to balance profits made by PPU services and other business lines. For strategic objectives such as rapid sales growth early in the market development and new market creation other seizing capabilities are required. Research limitations/implications - The findings are not generalizable, due to the use of a qualitative study. The study is restricted to product companies in the business-to-business sector. Practical implications - Managers often believe that extending and modularizing the service portfolio is beneficial. When achieving sales growth during the market development phase, these capabilities are in fact sometimes counterproductive. Practitioners have to look into the costs and benefits of setting-up their own financing company and working with banks. Social implications - PPU services contribute to a more sustainable consumption and make product design more resource-efficient. Originality/value - The study is original by virtue of systematically studying PPU services, providing a microfoundation for seizing capabilities and developing testable propositions for future research.
  •  
26.
  • Gebauer, Heiko, et al. (författare)
  • The Impact of Service Orientation in Corporate Culture on Business Performance in Manufacturing Companies
  • 2010
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 21:2, s. 237-259
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product organization interacts with service culture.Design/methodology/approachData are collected through a survey and structural equation modeling is used for the data analysis.FindingsThe three main findings are: identified interactions among different elements of service orientation in corporate culture, the positive association between the service orientation of corporate culture and business performance, and the moderating effects of the type of organizational structure on interactions among service‐orientation elements in corporate culture.Research limitations/implicationsThere may be alternative explanations for the correlations in the model. There are limitations in survey research in measuring service orientation in service culture.Practical implicationsSeparating the service and product organization strengthens the creation of a service orientation in the corporate culture, but at the same time, does not affect the link between culture and performance.Originality/valueThe originality of the paper comes from combining service orientation in corporate culture with types of organizational structure. In addition, compared to the dominant single dimension approach to service orientation in corporate culture, four dimensions are used (service orientation of management values, management behavior, employee values, and employee behavior).
  •  
27.
  • Gummerus, Johanna, et al. (författare)
  • ActS - Service design based on human activity sets
  • 2021
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 32:6, s. 28-54
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose This paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service design process. Design/methodology/approach Following a discussion of different service design perspectives and activity theory, the paper develops a method called activity-set mapping (ActS). ActS is applied to an exploratory service design project to demonstrate its use. Findings Three broad perspectives on service design are suggested: (1) the dyadic interaction, (2) the systemic interaction and (3) the customer activity perspectives. The ActS method draws on the latter perspective and focuses on the study of human activity sets. The application of ActS shows that the method can help identify and visualize sets of activities. Research limitations/implications The ActS method opens new avenues for service design by zooming in on the micro level and capturing the set of activities linked to a desired goal achievement. However, the method is limited to activities reported by research participants and may exclude unconscious activities. Further research is needed to validate and refine the method. Practical implications The ActS method will help service designers explore activities in which humans engage to achieve a desired goal/end state. Originality/value The concept of "human activity set" is new to service research and opens analytical opportunities for service design. The ActS method contributes a visualization tool for identifying activity sets and uncovering the benefits, sacrifices and frequency of activities.
  •  
28.
  • Gummesson, Evert, et al. (författare)
  • Reinventing marketing strategy by recasting supplier/customer roles
  • 2014
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 25:2, s. 228-240
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - The purpose of this paper is to propose that the recasting of supplier and customer roles reconfigures the role of marketing. Design/methodology/approach - A conceptual paper that suggests the need to rethink the role of marketing in the strategic decision making of companies. The study accesses recent theories of marketing, service and value and provides illustrative case examples. Findings - Consumers are progressively more active and the traditional supplier role of controlling consumers is less viable. The case examples show the variety of ways in which companies may adopt a new role in relation to customers and the market. The paper argues that adapting to this role change needs to take place at the highest level in the company and is the way to reinvent marketing strategy. This also necessitates marketing employing unconventional methodologies and relevant theory to address the complexity and ambiguity of current markets. Research limitations/implications - The paper is a conceptual paper restricted to supplier and customer roles, albeit set in a broader context of stakeholders. Practical implications - The marketing-oriented supplier of the future can design service systems and exert a certain control at the same time adapting to and supporting consumer initiatives through interaction in networks of stakeholder relationships. Originality/value - Stressing the new roles of consumers and suppliers; reinventing the role of marketing, breaking with conventional marketing research methodology.
  •  
29.
  • Gummesson, Evert, et al. (författare)
  • The emergence of the new service marketing : Nordic school perspectives
  • 2012
  • Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 23:4, s. 479-497
  • 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.
  •  
30.
  • Gustafsson, Anders, 1964-, et al. (författare)
  • Customer co-creation in service innovation: a matter of communication?
  • 2012
  • Ingår i: Journal of Service Management. - Bingley, UK : Emerald. - 1757-5818 .- 1757-5826. ; 23:3, s. 311-327
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Customer co-creation is becoming increasingly popular among companies, and intensive communication with customers is generally seen as a determinant of the success of a new service or product. The purpose of this study is to analyze customer co-creation based on four dimensions of communication - frequency, direction, modality, and content - in order to understand the value of customer co-creation in service innovation. One of the key aims of the study is to investigate whether all dimensions of customer co-creation have an effect on product and market success, and if the effect depends on the degree of innovativeness of a development project. Design/methodology/approach - The authors conducted a study including 334 managers with experience in new service and product development to examine how development projects applied customer co-creation in terms of communication in order to address future customer needs. Data were analyzed using partial least squares (PIS). The first analysis was performed with a sub-sample of 207 development projects regarding incremental innovations. A subsequent analysis was performed with a sub-sample of 77 development projects on radical innovations. Findings - A total of three of the four dimensions of customer co-creation (frequency, direction, and content) have a positive and equally significant effect on product success when developing incremental innovations. For radical innovations, frequency has a positive effect and content has a negative significant effect on product success. These findings suggest that co-creation and innovation can be combined, but that the choice of methods for co-creation differs depending on whether incremental or radical innovations are developed. Originality/value - Despite a general consensus that co-creation with customers is beneficial, there is a lack of agreement regarding how and why. The present article addresses this shortcoming and shows that co-creation is largely about communicating with customers in order to understand their future needs. On the other hand, a company working on radical innovations may wish to limit customer input that is too concrete or solution based.
  •  
31.
  • 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.
  •  
32.
  • Gustafsson, Anders, et al. (författare)
  • Service infusion in manufacturing industries
  • 2010
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 21:5, s. 557-563
  • Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)
  •  
33.
  •  
34.
  • Guyader, Hugo, 1990-, et al. (författare)
  • Identifying the resource integration processes of green service
  • 2019
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:4
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic resource integration processes that preserve or increase the resourceness of the natural ecosystem. Design/methodology/approach: Through an extensive multiple case study involving ten service providers from diverse sectors based on a substantial number of interviews, detailed accounts of green service are provided. Findings: Six resource integration processes were identified: reducing, recirculating, recycling, redistributing, reframing and renewing. While four of these processes are based on homopathic resource integration, both reframing and renewing are based on heteropathic resource integration. While homopathic processes historically constitute a green service by mitigating the impact of consumption on the environment, heteropathic resource integration increases the resourceness of the natural ecosystem through emergent processes and the (re)creation of natural resources. Research limitations/implications: The present study breaks away from the paradigm that “green service” is about reducing the negative environmental impact of existing services, toward providing a green service that expands biological diversity and other natural resources. Originality/value: Transformative service research on environmental sustainability is still in its infancy. The present study contributes through conceptualizing green service, redefining existing resource integration processes (reducing, recirculating, recycling) and identifying new resource integration processes (redistributing, reframing, renewing).
  •  
35.
  • Heinonen, Kristina, et al. (författare)
  • A Customer-dominant Logic of Service
  • 2010
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 21:4, s. 531-548
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose – The paper seeks to introduce to a new perspective on the roles of customers and companies in creating value by outlining a customer-based approach to service. The customer's logic is examined in-depth as being the foundation of a customer-dominant (CD) marketing and business logic.Design/methodology/approach – The authors argue that both the goods- and service-dominant logic are provider-dominant. Contrasting the provider-dominant logic with CD logic, the paper examines the creation of service value from the perspectives of value-in-use, the customer's own context, and the customer's experience of service.Findings – Moving from a provider-dominant logic to a CD logic uncovered five major challenges to service marketers: company involvement, company control in co-creation, visibility of value creation, scope of customer experience, and character of customer experience.Research limitations/implications – The paper is exploratory. It presents and discusses a new perspective and suggests implications for research and practice.Practical implications – Awareness of the mechanisms of customer logic will provide businesses with new perspectives on the role of the company in their customers' lives. It is proposed that understanding the customer's logic should represent the starting-point for the company's marketing and business logic.Originality/value – The paper increases the understanding of how the customer's logic underpins the CD business logic. By exploring consequences of applying a CD logic, further directions for theoretical and empirical research are suggested.
  •  
36.
  • Henkel, Alexander P., et al. (författare)
  • Robotic transformative service research : deploying social robots for consumer well-being during COVID-19 and beyond
  • 2020
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:6, s. 1131-1148
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose of the underlying paper is to take a transformative research perspective on how social robots can be deployed for advancing the well-being of these vulnerable consumers and to spur robotic transformative service research (RTSR). Design/methodology/approach This paper follows a conceptual approach that integrates findings from various domains: service research, social robotics, social psychology and medicine. Findings Two key findings advanced in this paper are (1) a typology of robotic transformative service (i.e. entertainer, social enabler, mentor and friend) as a function of consumers' state of social isolation, well-being focus and robot capabilities and (2) a future research agenda for RTSR. Practical implications This paper guides service consumers and providers and robot developers in identifying and developing the most appropriate social robot type for advancing the well-being of vulnerable consumers in social isolation. Originality/value This study is the first to integrate social robotics and transformative service research by developing a typology of social robots as a guiding framework for assessing the status quo of transformative robotic service on the basis of which it advances a future research agenda for RTSR. It further complements the underdeveloped body of service research with a focus on eudaimonic consumer well-being.
  •  
37.
  • Huikkola, Tuomas, et al. (författare)
  • Unfolding the simple heuristics of smart solution development
  • 2022
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 33:1, s. 121-142
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The present study intends to foster understanding of how a traditional manufacturer can utilize the “simple rules” approach of managerial heuristics to facilitate its smart solution development (SSD) process.Design/methodology/approach: The study uses an in-depth single case research strategy and 25 senior manager interviews to understand the application of simple rules in smart solution development.Findings: The findings reveal process, boundary, preference, schedule, and stop rules as the dominant managerial heuristics in the case and identify how the manufacturer applies these rules during the innovation process phases of ideation, incubation, transformation, and industrialization for attaining project outcomes.Research limitations/implications: The study contributes to the new service development (NSD) literature by shedding light on simple rules and how managers may apply them to facilitate SSD. The main limitations stem from applying the qualitative case study approach and the interpretative nature of the study, which produces novel insights but prevents direct generalization to other empirical cases.Practical implications: The resulting framework provides guidelines for managers on how to establish formal and clear simple rules that enable industrial solution providers to approach decision-making in smart solution development in a more agile manner.Originality/value: The study comprises one of the first attempts to investigate managerial heuristics in the context of SSD and puts forward a plea for further NSD research applying psychological conceptualizations to enrich the simple rules perspective.
  •  
38.
  • Hunter-Jones, Philippa, et al. (författare)
  • Visioning a hospitality-oriented patient experience (HOPE) framework in health care
  • 2020
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:5, s. 869-888
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.
  •  
39.
  • 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.
  •  
40.
  • Jonas, Julia M., et al. (författare)
  • Stakeholder engagement in intra- and inter-organizational innovation : Exploring antecedents of engagement in service ecosystems
  • 2018
  • Ingår i: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826. ; 29:3, s. 399-421
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: To further extend the understanding of multidimensional engagement of stakeholders embedded in service systems, the purpose of this paper is to explore the antecedents that constitute stakeholder engagement in inter-organizational service ecosystems where stakeholders co-create innovations over time.Design/methodology/approach: An explorative, longitudinal case study design is employed to analyze stakeholders' engagement in co-innovation in an inter-organizational service system in an engineering context.Findings: The study identifies eight antecedents for stakeholder engagement in innovation in the context of a B2B environment. Building on related engagement research, the empirical data show how stakeholder engagement is influenced at both individual and organizational levels by the antecedents friendship, common experiences, self-representation, trust, a common goal, resource dependency, level in the hierarchy, institutional arrangements, and local proximity.Originality/value; The paper extends current understanding of engagement and illuminates stakeholder engagement on a micro level, addressing four key issues for stakeholder engagement in a service ecosystem. How can stakeholder engagement be maintained over time? Does stakeholder engagement at specific hierarchical levels enhance or hinder inter-organizational co-innovation? Is strong engagement necessary for innovation activities? Are the different engagement antecedents linked?
  •  
41.
  • 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. 
  •  
42.
  • Kindström, Daniel, et al. (författare)
  • Adding services to product-based portfolios : Adding services to product-based portfolios: An exploration of the implications for the sales function
  • 2015
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 26:3, s. 372-393
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The objective of this research is to explore the implications for the sales function of the infusion of services by formerly product-based firms. In particular, it aims at identifying the changes that need to be made at the sales-function level if the services are to be successfully sold.Design/Methodology: This research is an exploratory qualitative case study. Data were collected by focus group discussions and in-depth interviews with relevant managers in three large multinational companies based in Northern Europe, which were pursuing service-led growth. Findings: The effects of service infusion processes on the sales function could be seen with respect to the three parts of the analytical framework: organization, roles, and competences. The results illustrate the need for a changed perspective with respect to all three parts, if a product-based firm is to be successful in the infusing of associated services into its portfolio of offerings. Analysis of the results identifies key operational initiatives that management needs to understand and implement when corporate and marketing strategies increasingly focus on service-led growth.Research limitations:The study was exploratory and vendor centric, which means that it did not quantitatively assess the results or directly involve the customers at whom the services were directed. Also, the choice of business-to-business firms limits the capacity to generalize the findings. Originality/Value:Whereas relationship-based and value-based selling are approaches more geared to the sales-force level, the study reported in this paper set out to understand fundamental differences at the sales-function level when firms pursue service-led growth. The findings suggest that the realignment of corporate strategy towards an increased focus on services may have far-reaching implications for the sales function.
  •  
43.
  • Klaus, Phillip, et al. (författare)
  • Getting in with the "In" crowd: how to put marketing back on the CEO's agenda
  • 2014
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 25:2, s. 195-212
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Despite efforts by researchers and managers to better link marketing activities with business financial outcomes, there is general agreement that by and large chief marketing officers (CMOs) (and marketing in general) have lost strategic decision-making influence within organizations. The purpose of this paper is to understand the causes of this decline and offer recommended solutions to counteract this trend. Design/methodology/approach - In-depth interviews lasting between 40 and 55 minutes were conducted with 25 chief executive officers (CEOs) of service companies located in Western Europe, North America, and Australia. In total, 13 difference countries were represented. Using Emerging Consensus Technique, we identified four main themes, which cause the goals of CEOs and those of CMOs/marketing to diverge. Findings - The primary cause of the decline of strategic influence of CMOs and marketing overall with CEOs is a function of four key issues: first, the role of the CMO (e.g. task overload, focus on tactical issues, "outdated" skill set); second, lack of financial accountability (e.g. the inability to connect marketing efforts to financial returns); third, digital and social media (e.g. a perceived obsession with new technology); and forth, lack of strategic vision and impact (e.g. lost sight of "core" job, use of irrelevant metrics). Practical implications - The findings indicate that CMOs must address the four key issues uncovered for marketing to attain/regain a role in strategic decision making. A proposed roadmap for putting marketing back on the CEOs agenda is presented to guide CMOs.
  •  
44.
  • Klaus, Philipp, et al. (författare)
  • The road back to relevance : How to put marketing (and marketing scholars) back on the Top Managements' agendas
  • 2014
  • Ingår i: Journal of Service Management. - Yorkshire : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 25:2, s. 166-170
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Based upon primary research, the purpose of this paper is to highlight the three main sources of frustration about the marketing scholars' community current status quo. It delivers feasible solutions and describes, using the example of the Special Issue, how to overcome these challenges and provide the research environment all desire. Design/methodology/approach - Editorial paper summarizing the Special Issue's contributions and observations from the marketing scholar community Findings - The three main sources of frustration for marketing scholars about the current system are, first, review and publishing processes, second, the dominant epistemological and methodological approach in academe, encouraging an increasing specialization and reliance on generating more and more quantitatively driven knowledge and finally the lack of acceptance (and outright disdain) for research with a managerial, applied emphasis. Practical implications - But it surely is not mission impossible to build the research environment that is wanted. To build the research environment the community desires and to be "back where we belong," to be relevant means the need to do more than just engaging in lip service. Rather than complying with the system causing frustration, the paper asks all to take an active part in the change process. The paper strongly encourages all, as editors, reviewers, colleagues, mentors and supervisors to do so and take some chances. Engage in and support brave research. Social implications - The authors hope that the paper will stimulate research widely accessible to both managers, and a broader audience. This will eventually lead to a better reputation and public opinion toward marketing scholars and research. Originality/value - Rather than simply stating the main frustrations of the marketing scholar community, and calling for changes, the authors demonstrate how these challenges can be overcome, and deliver platforms to communicate and lead both the conversation and the actions to achieve the research community most desire.
  •  
45.
  • Kolagar, Milad, et al. (författare)
  • Digital servitization strategies for SME internationalization : the interplay between digital service maturity and ecosystem involvement
  • 2022
  • Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 33:1, s. 143-162
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose: The purpose of this study is to understand how digital servitization enables the process of internationalization for industrial SMEs.Design/methodology/approach: The present study has adopted an exploratory multiple case study, conducting a total of 40 interviews in a two-phased approach to data collection. The first phase consisted of exploratory interviews with twenty-six industrial SMEs connected to the manufacturing industry in Sweden and Finland. Then, six SMEs were selected in the second phase to participate in additional in-depth interviews.Findings: First, this study identifies three gradual enabling phases concerned with the digital service maturity of SMEs consisting of digital awareness, digital service innovation and digital service mass customization. Second, the three interdependent phases of ecosystem knowledge synergy, ecosystem integration and ecosystem value co-creation were identified to improve ecosystem involvement. Finally, a process framework has been developed for SME internationalization consisting of a digital servitization innovation strategy, a digital servitization ecosystem strategy and a digital servitization scaling strategy.Originality/value: The present research contributes to how digital servitization enables SME internationalization by demonstrating how the development of digital service offerings and ecosystem partnerships supports the internationalization process. This research extends the literature by proposing a process framework for the digital-servitization-enabled internationalization of SMEs. This process perspective provides a richer explanation of the complex interplay between servitization, digitalization and ecosystems choices, which supports the expansion into international markets.
  •  
46.
  • Koskela-Huotari, Kaisa, et al. (författare)
  • Understanding service ecosystem dynamics : A typology
  • 2024
  • Ingår i: Journal of Service Management. - : Emerald Publishing. - 1757-5826 .- 1757-5818. ; 35:6, s. 159-184
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose – The service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approach – This study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. Findings – The paper identifies three types of service ecosystem dynamics—behavioral patterns of service ecosystems—and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implications – The typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/value – The paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.
  •  
47.
  • Kowalkowski, Christian, et al. (författare)
  • Digital service innovation in B2B markets
  • 2023
  • Ingår i: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826.
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose - Technology-enabled business-to-business (B2B) services contribute the largest share to GDP growth and are fundamental for an economy's value creation. This article aims to identify key service- and digital technology-driven B2B innovation modes and proposes a research agenda for further exploration.Design/methodology/approach - This conceptual paper adopts a techno-demarcation view on service innovation, encompassing three core dimensions: service offering (the service product, or the "what"), service process (the "how") and service ecosystem (the "who/for whom"). It delineates the implications of three digital technologies - the internet-of-things (IoT), intelligent automation (IA) and digital platforms - for service innovation across these core dimensions in B2B markets.Findings - Digital technology has immense potential ramifications for value creation by reshaping all three core dimensions of service innovation. Specifically, IoT can transform physical resources into reconfigurable service products, IA can augment and automate a rapidly expanding array of service processes, while digital platforms provide the technical and organizational infrastructure for the integration of resources and stakeholders within service ecosystems.Originality/value - This study suggests an agenda with six themes for further research, each linked to one or more of the three service innovation dimensions. They are (1) new recurring revenue models, (2) service innovation in the metaverse, (3) scaling up service innovations, (4) ecosystem innovations, (5) power dependency and lock-in effects and (6) security and responsibility in digital domains.
  •  
48.
  • Kowalkowski, Christian, 1978-, et al. (författare)
  • Guest editorial : the future of servitization in a digital era
  • 2022
  • Ingår i: Journal of Service Management. - Bingley, United Kingdom : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 33:1, s. 59-69
  • Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)
  •  
49.
  • Lervik, Line, et al. (författare)
  • Turning customer satisfaction measurements into action
  • 2014
  • Ingår i: Journal of Service Management. - 1757-5818 .- 1757-5826. ; 25:4, s. 556-571
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand the process and, as a consequence, the phases of customer orientation; to investigate the relationships between the different phases of customer orientation and customer satisfaction; and to examine activities in the different phases of customer orientation that result in higher customer satisfaction. Design/methodology/approach– This study, combining quantitative and qualitative research, is based on a cross-sectional survey of 320 service firms and a multiple case study of 20 organisational units at a large service firm in the European telecom industry. Findings– The results show that customer orientation consists of a process that includes three phases: strategy, measurement and analysis and implementation. Contrary to previous research, implementation has the strongest influence on customer satisfaction. In turn, customer satisfaction influences financial results. In-depth interviews with managers provided insights into the specific activities that are key for turning customer-satisfaction measurements into action. Originality/value – This research contributes to the literature on customer orientation by developing and empirically testing a model that attempts to explain what constitutes customer orientation and, in turn, influences customer satisfaction and financial results. Given the large amount of research on customer satisfaction, studies on how service firms collect and use customer-satisfaction data in practice are scarce.
  •  
50.
  • Markfort, Lino, et al. (författare)
  • Patterns of business model innovation for advancing IoT platforms
  • 2022
  • Ingår i: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826. ; 33:1, s. 70-96
  • Tidskriftsartikel (refereegranskat)abstract
    • Purpose The emergence of Internet of Things (IoT) platforms in product companies opens up new data-driven business opportunities. This paper looks at the emergence of these IoT platforms from a business-model perspective. Design/methodology/approach The study applies a mixed method with two research studies: Study I-a cluster analysis based on a quantitative survey, and Study II-case studies based on qualitative interviews. Findings The findings reveal that there is no gradual shift in a companys business model, but in fact three distinct and sequential patterns of business model innovations: (1) platform skimming, (2) platform revenue generation and (3) platform orchestration. Research limitations/implications The results are subject to the typical limitations of both quantitative and qualitative studies. Practical implications The results provide guidance to managers on how to modify the components of the business model (value proposition, value creation and/or delivery and profit equation) in order to enable platforms to advance. Social implications As IoT platforms continue to advance, product companies achieve better performance in terms of productivity and profitability, and more easily secure competitive advantages and jobs. Originality/value The paper makes three original contributions: (1) it is the first quantitative study on IoT platforms in product companies, (2) identifies three patterns of business model innovations and (3) offers a first process perspective for understanding the sequence of these patterns as IoT platforms advance.
  •  
Skapa referenser, mejla, bekava och länka
  • Resultat 1-50 av 85
Typ av publikation
tidskriftsartikel (82)
forskningsöversikt (3)
Typ av innehåll
refereegranskat (81)
övrigt vetenskapligt/konstnärligt (4)
Författare/redaktör
Edvardsson, Bo, 1952 ... (16)
Witell, Lars (10)
Edvardsson, Bo (7)
Witell, Lars, 1972- (7)
Gustafsson, Anders (6)
Kowalkowski, Christi ... (5)
visa fler...
Gustafsson, Anders, ... (5)
McColl-Kennedy, Jane ... (4)
Di Pietro, Laura (3)
Renzi, Maria Frances ... (3)
Kowalkowski, Christi ... (3)
Kristensson, Per, 19 ... (3)
Gebauer, Heiko (3)
Löfgren, Martin, 197 ... (2)
Vink, Josina (2)
Heinonen, Kristina (2)
Elg, Mattias (2)
Parasuraman, A. (2)
Sebastiani, Roberta (2)
Öberg, Christina, 19 ... (1)
Aal, Kotaiba Abdul (1)
Guglielmetti Mugion, ... (1)
Johnson, Mikael, 196 ... (1)
Ding, Y. (1)
Rehme, Jakob (1)
Rosengren, Sara (1)
Andersson, Per (1)
Nordin, Fredrik (1)
Edvardsson, Bo, 1944 ... (1)
Löfberg, Nina (1)
Koskela-Huotari, Kai ... (1)
Falkheimer, Jesper (1)
Skålén, Per, 1972- (1)
Alkire (nee Nasr), L ... (1)
Mooney, Christine (1)
Gur, Furkan A. (1)
Kabadayi, Sertan (1)
Renko, Maija (1)
Conduit, Jodie (1)
Karpen, Ingo Oswald (1)
Nordin, Fredrik, 196 ... (1)
Kristensson, Per (1)
Otterbring, Tobias, ... (1)
Heide, Mats (1)
Andreassen, Tor Wall ... (1)
Lervik-Olsen, Line (1)
Colurcio, Maria (1)
Parida, Vinit, 1983- (1)
Nenonen, Suvi (1)
Sebhatu, Samuel Petr ... (1)
visa färre...
Lärosäte
Karlstads universitet (53)
Linköpings universitet (28)
Stockholms universitet (8)
Handelshögskolan i Stockholm (7)
Luleå tekniska universitet (3)
Kungliga Tekniska Högskolan (1)
visa fler...
Uppsala universitet (1)
Örebro universitet (1)
Lunds universitet (1)
Södertörns högskola (1)
Linnéuniversitetet (1)
visa färre...
Språk
Engelska (85)
Forskningsämne (UKÄ/SCB)
Samhällsvetenskap (83)
Teknik (2)
Medicin och hälsovetenskap (2)
Humaniora (2)

År

Kungliga biblioteket hanterar dina personuppgifter i enlighet med EU:s dataskyddsförordning (2018), GDPR. Läs mer om hur det funkar här.
Så här hanterar KB dina uppgifter vid användning av denna tjänst.

 
pil uppåt Stäng

Kopiera och spara länken för att återkomma till aktuell vy