| 1. |
- Essén, Anna, et al.
(författare)
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Co-production in chronic care : exploitation and empowerment
- 2016
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Ingår i: European Journal of Marketing. - : Emerald. - 0309-0566 .- 1758-7123. ; 50:5-6, s. 724-751
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - Many scholars have urged firms to empower consumers to become co-producers, arguing that this empowerment leads to a win-win situation that benefits consumers and providers alike. However, critical voices have emphasised that co-production is a way to exploit rather than empower consumers and hence represents a win-lose idea that benefits providers only. Regrettably, these polarised positions remain disconnected and lack empirical investigation. The aim of the present study is to move the debate beyond this stalemate by integrating these perspectives using an empirical study to explore enabling and constraining implications of the attempts to empower consumers. Design/methodology/approach - This paper is based on a qualitative empirical study of an internationally unique example of a long-term co-production process in rheumatology care. Data were collected using both focused interviews and observations. Findings - The study indicates that both the optimistic and the critical perspectives of co-production are valid and the implications of empowering consumers are two-edged. Research Limitations/implications - The study highlights the need to zoom in and analyse how empowering and disempowering mechanisms relate to specific aspects of particular co-production processes rather than to co-production as a general phenomenon. Practical Implications - The empirical data illustrate the feasibility of employing patients in everyday healthcare production through simple means while raising numerous issues related to, for example, traditional healthcare roles and process design. Originality/value - The present study of a unique, long-term co-production illustrates how both perspectives of co-production are valid.
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| 3. |
- Essén, Anna, et al.
(författare)
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How Materiality Enables and Constrains Framing Practices: Affordances of a Rheumatology E-Service
- 2019
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Ingår i: Journal of Management Inquiry. - : SAGE Publications (UK and US). - 1056-4926 .- 1552-6542. ; 28:4, s. 458-471
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Tidskriftsartikel (refereegranskat)abstract
- Framing has been presented as a way for micro-level actors to change and diffuse innovations. However, most framing studies have given primacy to language, whereas the role of material artifacts has been largely ignored. The aim of this study is to conceptualize and illustrate how the materiality of technology enables and constrains framing practices. We use empirical data about the development and diffusion of an e-service in the Swedish rheumatology setting from 2000 to 2014. Our results show how three different material features of the technology (data content, user rights, and system integration) initially afforded two different framings of the technology: normalizing and radicalizing framings. The material features, however, lost their ability to afford radicalizing framings over time, along with changes in the collective-action frames governing the field studied.
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| 4. |
- Essén, Anna, et al.
(författare)
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How technology-afforded practices at the micro-level can generate change at the field level : Theorizing the recursive mechanism actualized in Swedish rheumatology 2000-2014
- 2019
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Ingår i: MIS Quarterly. - : University of Minnesota, Management Information Systems Research Center. - 0276-7783. ; 43:4, s. 1155-1176
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Tidskriftsartikel (refereegranskat)abstract
- The information systems literature has paid a great deal of attention to how macro-level structures shape local technology enactments. Less research has focused on the mutual shaping of situated technology enactments and such extra-organizational structures. This study explores how technology-afforded human action at the micro-level may transform field-level social structures and thus generate institutional change. We use a critical realist approach and institutional logics lens and draw on empirical data about the development and implementation of an e-health service in Swedish rheumatology between 2000 and 2014. We identify a recursive mechanism consisting of three recursive practices-material reconstruction, discursive reconstruction, and emergent use-that fostered a shift in the field's constellation of institutional logics, moving from a competitive to an additive relationship between logics.
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| 7. |
- Essén, Anna, et al.
(författare)
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The mutual constitution of sensuous and discursive understanding in scientific practice : An autoethnographic lens on academic writing
- 2013
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Ingår i: Management Learning. - : SAGE Publications. - 1350-5076 .- 1461-7307. ; 44:4, s. 395-423
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Forskningsöversikt (refereegranskat)abstract
- The research process and production of scientific knowledge has traditionally been understood to be based on abstract analysis and intellectual capacity rather than physical and emotional resources, promoting an understanding of academic practice as a detached, non-emotional and objective activity. Lately, several researchers have bemoaned this lack of recognition of the bodiliness of our work. In this study, we attempt to address this gap by exploring and conceptualizing some of the ways in which the embodied dimensions of academic research practices are intertwined with the articulation of ideas in the writing of scientific texts. In order to pursue our aim, we draw on experiences explicated through an autoethnographic approach, including the generation of personal narratives and in-depth conversations with 18 researchers from different universities in Europe and the US. The article contributes to the sociology of science and academic literacy literature, by conceptualizing the interconnectedness between sensuous and discursive understandings in this context. With the advancement of this theoretical approach, we illuminate how scientific practice is bound up with emotional, embodied, material, social, political and institutional forces. We also challenge the dichotomy between ‘knowledge work’ or theoretical tasks on the one hand, and ‘body work’ or physical labor on the other.
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| 10. |
- Thanem, Torkild, 1973-, et al.
(författare)
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Open space = open minds? : Unintended consequences of pro-creative office design
- 2011
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Ingår i: International Journal of Work Organisation and Emotion. - 1740-8938 .- 1740-8946. ; 4:1, s. 78-98
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Tidskriftsartikel (refereegranskat)abstract
- Recently, open office design has witnessed a shift from formalised design models toward the promotion of fun, spontaneity and creativity through design. Using qualitative data from two case studies, we investigate how this 'new spirit' of open and pro-creative office design may afford a broader range of behaviours than originally intended. We argue that it may actually undermine the kind of creativity that it is intended to foster, producing unforeseen forms of employee creativity that normalise rather than disrupt structures and boundaries. Finally, we discuss what implications this may have for the understanding of organisational politics.
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| 13. |
- Värlander, Sara, 1977-
(författare)
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Framing and Overflowing : How the Infusion of Information Technology Alters Proximal Service Production
- 2007
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- In the heyday of the Internet, there was a wide-spread, not so well grounded, euphoria about the prospects of the Internet for virtualising various service activities. However, by now, a more informed understanding is emerging. For instance, in a services marketing context, it is increasingly recognized that the shift from face-to-face service production to technology-mediated service production is far from linear. Rather, there is a complex interplay between physical and virtual service production. Nevertheless, this interplay has, to a large extent, remained unexplored, since most studies have concentrated on the spectacular move from the physical to the virtual. The aim of this thesis is to begin to fill this gap in the services marketing literature by exploring the physical-virtual interplay and, more specifically, how attempts at virtualising trigger off changes in the physical realms of service production, resulting in overflows. The focal point of interest lies in the interplay between framing and overflowing, that is, the more we attempt to virtualise, the more physical overflows we produce. In order to explore this, I draw on case studies from the travel and banking industries focusing on the interaction between Internet-mediated and proximal, face-to-face service encounters.One of the basic claims of the present thesis is that the tendency to virtualise face-to-face encounters has given rise to four types of overflows: A re-valorisation of proximal service production for information acquisition and knowledge creation, a re-valorisation of proximal service production for cross-selling, a re-valorisation of front-line service employee competencies, and spatial and temporal re-valorisation.
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| 14. |
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| 15. |
- Värlander, Sara
(författare)
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The Construction of Local Authenticity : An Exploration of Two Service Industry Cases
- 2009
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29, s. 249-265
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to explore the process of the social construction of local authenticity. More specifically, this study intends to outline the managerial practices that are being used to construct local authenticity. The background to this is the much-discussed phenomenon of the 'death of geography', where the Internet is famously implicated. In this study, it is claimed that in parallel to companies' increased use of the Internet, there has been a revalorisation and redefinition of the role of the local. Four key marketing practices that are used to construct local authenticity are identified: adapting employees' interactive manner, adapting employees' local explicit knowledge, using a local branding strategy and applying a local branch design.
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| 16. |
- Värlander, Sara, et al.
(författare)
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The effect of the Internet on front-line employee skills : exploring banking in Sweden and France
- 2010
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 30:8, s. 1245-1261
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth interviews with 21 managers have been carried out. The paper argues that in light of the Internet, the face-to-face service encounter is becoming increasingly interactive and customized, where much attention is paid towards building and maintaining relationships with customers, providing advice and support in customer's decision making, and also, learning from and acquiring qualitative information about the customer. This up-scaling of the face-to-face service encounter entails an increase in job complexity and task discretion, involving demands for high-level skills such as information provisioning and evaluation, and emotional skills such as empathy, interpretive skills, conversational skills, and management of body language.
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| 18. |
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| 19. |
- Värlander, Sara, et al.
(författare)
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The interplay of service complexity and spatial layouts
- 2006
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Ingår i: International Journal of Retailing and Distribution Management. - : Emerald. - 0959-0552. ; 34:10, s. 722-741
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to explore the interplay of the internet and the spatial designs of the bricks‐and‐mortar contexts within which face‐to‐face services are provided.Design/methodology/approachFocuses on the travel, the banking and book‐selling industries; the methods involve interviews, observation and visual material of the new physical spaces within which customer‐sales representatives interact face‐to‐face.FindingsThe internet has not reduced the importance of physical space; on the opposite, this study argues, it has revalorised and emphasized the significance of space.Research limitations/implicationsThe study's explorative nature does not allow for generalization. Whereas space and time are traditionally regarded as contextual factors, this study recognizes their dynamic nature, regarding spacing and timing as economic phenomena. However, further studies may seek to establish more thoroughly such economic effects.Practical implicationsChanges in spatial layouts of a work place leads to novel spatial practices, which require new personnel competencies. For example, employees' more intimate interactions with customers entail new demands on employees' interpersonal skills and competence. By the same token, new metrics are required for measuring the performance and efficiency of employees.Originality/valueHighlights the relationship among new technologies, changes in the nature of face‐to‐face services, spatial layouts, and change in time orientation, namely a change from time effectiveness towards interaction effectiveness.
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| 24. |
- Värlander, Sara Winterstorm, et al.
(författare)
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Entrepreneurship as a vocational choice in contested entrepreneurship communities : The role of entrepreneurs' justification strategies
- 2020
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Ingår i: Journal of Business Venturing. - : ELSEVIER. - 0883-9026 .- 1873-2003. ; 35:3
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Tidskriftsartikel (refereegranskat)abstract
- Research on the vocational decision to become an entrepreneur highlights how culture justifies such decisions when entrepreneurs align with the dominant cultural norms. Less is known about such justification when entrepreneurship is seen as less culturally appropriate. This qualitative study explores how entrepreneurs in Santiago, Chile and Nairobi, Kenya use strategies that comply, combine, and defy frames to justify vocational choices. Our framework sheds new light on how entrepreneurs act as purposeful cultural agents and use justification strategies to navigate constraining societal frames.
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