| 1. |
- Engström, Jon
(författare)
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Co-creation in Healthcare Service Development : A Diary-based approach
- 2012
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The patient is the only person who experiences the complete course of a healthcare problem, from first symptom to any contacts with the healthcare system to examination, treatment, follow-up activities and rehabilitation. The aim of this thesis is to explore how caregivers, together with patients, can draw on the knowledge patients acquire from their experiences in healthcare service development. This represents a break with the traditional role of the patient, which has been one of a passive receiver of care, following a supplier-centered view on value creation, which has increasingly been challenged both in the healthcare management discourse and in service research. Instead it is argued that value can only be co-created with customers, or patients in the case of healthcare. This means that the patients’ value-creating processes and contexts need to be emphasized and that patients are seen as a possible resource in their own care but also in the development of services and products. Despite this change in discourse, practical methods and empirical studies concerning patient involvement are scarce. This thesis adds to the field through an empirical exploration of co-creation in the development of healthcare. Through an action research approach, researchers and healthcare personnel have collaborated to develop a model for involving patients in service development, by inviting patients to share ideas and experiences through diaries.A workable, three-phase (preparation, execution and learning) model for patient involvement through diaries has been developed, and applied in three clinics (orthopedic, rehabilitation, gastro). A total of 53 patients from the different care processes have contributed ideas and experiences using paper and pen diaries or blogs, or by calling an answering machine. By doing so for a period of 14 days, the patients have submitted a total of 360 ideas.Three ways are proposed for utilizing the rich data submitted by the patients in service development. First, ideas from diaries can be used as input for service development. Second, a larger sample of diaries can be used to create a report of patient experiences, in which problem areas in the care process can be identified, and combined with other statistics. Third, individual patients’ stories can be highlighted and serve as a basis for discussion in the organization to shift the focus to the patient’s experience, serving as a motivator for change within the caregiving organization.The study shows that patients can share ideas and experiences regarding a range of topics, including clinical, organizational, social, informational, and practical issues and attitudes among healthcare staff. The contexts to which these ideas and experiences applied were caregiver, home, extended caregiver, and work, and often concerned topics and aspects of the patient’s care process that are invisible to the caregiver.Although healthcare organizations should be aware of the limitations to participation an illness may imply among some patients, patient co-creation in service development provides several important benefits. Acquiring knowledge regarding the parts of the patient’s care process that are invisible to the caregiver is key to improving care and supporting patients’ work of healing and managing life. Patients’ insights and creativity are an untapped resource for development of many aspects of the healthcare process.
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| 2. |
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| 3. |
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| 4. |
- Netz, Johan, 1984-
(författare)
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First things first - think before you decide : The how, what and who of idea screening
- 2017
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis investigates decision-making activities leading to the initial selection of which new ideas should be selected for further development or rejected. This process, often referred to as idea screening, is described as being one of the most important, but also challenging, tasks to master during the entire innovation process. There are two main reasons for this: Firstly, not all ideas are good and secondly no firm has the resources to develop every single idea proposed to it. Thus, it is important to be careful when initially deciding which ideas are to be selected and developed into future possible innovations in order to eliminate weak ideas and retain those that have a substantial chance of becoming successful. Two alternative decision-making approaches are explored in the thesis (the intuitive and rational approaches). In the thesis, the concept of intuition during the screening of product and service ideas is demystified. The empirical findings show that decision-makers utilize five main underlying criteria when intuitively assessing ideas. Of these, the findings indicate user-value to be the most important one, or at least the criterion that most assessors emphasize when making intuitive decisions. The findings presented in the thesis increase our understanding of the use of rational and holistic intuitive decision-making when screening ideas during the Front End Innovation phase, as well as questioning the traditional view of intuition, as a decision-making tool that is only reliable if applied by those with a vast amount of experience and expertise. The reported findings indicate that, for example, users with an understanding of the idea context are able to intuitively identify the ideas that decision-making experts identify as the top (best) ones. Hence, managers faced with a situation where they are being inundated with new ideas can turn to non-experts for help.
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| 5. |
- Samuelsson, Peter, 1984-
(författare)
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Framing service innovation in healthcare
- 2021
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Healthcare faces multiple challenges. Besides a raging pandemic have the number of people struggling with mental illness and chronic illnesses increased. Service innovation is a possible way of meeting these problems. However, service innovation is a scattered concept, with many different conceptualizations and schools of thought, all providing vital research aspects. Research has unraveled three elements that form different approaches for service innovation research. Healthcare also offers a complex context for conducting change and service innovation, containing prerequisites challenging previous understanding and conceptualizations of service innovation.To study service innovation in healthcare and to clarify research, this thesis aims to develop a framework for service innovation that relates and differentiates three approaches and their key characteristics and to determine how the prerequisites for healthcare relate to this framework, and finally to study, test, and illustrate the framework in the empirical context. The thesis builds upon three studies and four individual papers. The studies consist of one literature review, providing the conceptual groundwork for constructing the framework, and two empirical studies assessing and further developing the framework. The individual papers uses the empirical studies and depart from the different approaches to service innovation and healthcare prerequisites, providing key insights and clarifying the different approaches' strengths and weaknesses. The proposed framework recognizes the need for multiple service innovation research approaches since no single approach is enough to study the multifaceted service innovation phenomena in healthcare. The individual papers also contribute to the growing literature stream addressing service innovation in healthcare by describing social entrepreneurs' motivation during the service innovation process and explaining some of the effects of different service innovation types.
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| 6. |
- Aichigui, Victor, et al.
(författare)
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Servitization in SME manufacturing firms : A one-way road
- 2015
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Ingår i: Proceedings of QUIS 14. - 9780692461563 ; , s. 965-968
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Konferensbidrag (refereegranskat)abstract
- The importance for manufacturing firms to add services to their offerings has been asserted over and over again (Neu and Brown 2005). Adding services to product sales require manufacturing firms to develop other types of offerings such as maintenance services, hybrid offerings or integrated solutions. This implies using new and often unknown practices to be able to provide services. Previous research has focused on the benefits of servitization (Gebauer, Gustafsson, and Witell 2011), albeit in larger firms. Hence, similar research on Small and Medium sized Enterprises (SME) has been scarce. Furthermore, servitization as a unidirectional transition process can be questioned as researchers argue that manufacturing firms might offer different types of services simultaneously and might not have the intention to take the next step that a transition process suggests (Kowalkowski et al. 2015). Moreover, previous research shows that the step from offering after-sales services and repair to offering more advanced services, e.g. process-related services, is rather big. For those services different mindsets are required within the organization; more advanced services would require a service oriented mindset, whereas after-sales services only requires the firm to have a product oriented mindset (Löfberg 2014).
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| 7. |
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| 8. |
- Antoni, Marc, et al.
(författare)
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Inter-project improvement in product development
- 2005
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Ingår i: International Journal of Quality & Reliability Management. - : Emerald. - 0265-671X .- 1758-6682. ; 22:9, s. 876-893
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Tidskriftsartikel (refereegranskat)abstract
- Product development projects can be utilized to create not only new products or services but also competitively important capabilities on how to work with product development. The resulting capabilities can be, and often are, as important as the product itself. Although there is potential for an organization to improve product development performance, most organizations can learn even more from their development experiences. A reliance on post‐project reviews to share knowledge across projects is doomed to fail, since it usually is of low priority and does not capture the complexity of development projects. The aim of this research is to investigate what organizations can do to reduce the effect of losing valuable experience gained in product development projects.Design/methodology/approachA multiple case study approach, using both qualitative and quantitative data, is used to perform a study of two high‐tech product development organizations with respect to their inter‐project improvement activities. A framework concerning inter‐project improvement is presented, containing concepts such as levels of learning, improvement content, and axes of improvement.FindingsTo avoid losing valuable experience, an organization should use multiple strategies to share knowledge across projects. Examples of successful strategies are to use a well‐established product development process, professional full‐time project managers as well as modularization of the product.Originality/valueAlthough research on organizational learning in product development has increased significantly during the last few years, this research contributes to a deeper understanding of inter‐project improvement by combining perspectives from quality management, organizational learning, and knowledge management.
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| 9. |
- Bolton, Ruth N., et al.
(författare)
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Customer experience challenges : bringing together digital, physical and social realms
- 2018
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:5, s. 776-808
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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.
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| 10. |
- Bolton, Ruth N., et al.
(författare)
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Designing satisfying service encounters : website versus store touchpoints
- 2022
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Ingår i: Journal of the Academy of Marketing Science. - : Springer. - 0092-0703 .- 1552-7824. ; 50, s. 85-107
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Tidskriftsartikel (refereegranskat)abstract
- This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020) to integrate a comprehensive model of how touchpoints-websites or stores-influence the magnitude of customer responses to qualities of service encounters. A hierarchical linear model (HLM) was estimated using survey data describing the service encounters of 2.4 million customers with a global retailer. Online customers weighed cognitive and behavioral qualities more heavily than in-store customers, whereas they weighed emotional and sensorial qualities less heavily. Moreover, random effects in the HLM model indicated that each country and store would have unique clientele effects for specific qualities. Since each firm has limited resources, this research offers guidance on key qualities in designing satisfying service encounters for each touchpoint and how qualities should be standardized and customized in global omnichannel environments.
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| 11. |
- Bolton, Ruth N., et al.
(författare)
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How customer experience management reconciles strategy differences between East and West
- 2021
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Ingår i: Journal of global scholars of marketing science. - : Routledge. - 2163-9159 .- 2163-9167. ; 31:3, s. 273-295
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Tidskriftsartikel (refereegranskat)abstract
- This paper studies how customers of a global firm evaluate their experiences within and across 44 countries. It focuses on customers' emotional, cognitive, sensory and behavioral responses to the catalog experience. It develops a theory-based model of satisfaction with the catalog experience as a function of experiential attributes and control variables. A second model captures how each experiential attribute's contribution to the customer experience is influenced by market and customer characteristics. The models were operationalized using survey data from 366,185 customers who used the firm's catalog across different trade areas in 44 countries, yielding 571 equations that describe satisfaction with the customer experience. Consistent with theoretical work on context-dependent judgments, nine contingency factors explain significant and substantial amounts of variation (30% on average) in the elasticities of the 12 experiential attributes. East and West can appear similar when market characteristics are similar - or when they are different. Emotional, cognitive, sensory, and behavioral responses to the customer experience systematically differ due to economic, demographic, technological, cultural and consumer characteristics. East and West especially differ in terms of responses to emotional and sensory experiences. Customer experience management can help to shape a strategy that resolves strategy differences between East and West.
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| 12. |
- Bolton, Ruth N., et al.
(författare)
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Managing a Global Retail Brand in Different Markets : Meta-Analyses of Customer Responses to Service Encounters
- 2022
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359 .- 1873-3271. ; 98:2, s. 294-314
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Tidskriftsartikel (refereegranskat)abstract
- This study investigates how retailers can leverage their brand to shape customers' satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers' encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer's service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets. (C) 2021 New York University. Published by Elsevier Inc. All rights reserved.
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| 13. |
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| 14. |
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| 15. |
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| 16. |
- Brozovic, Danilo, 1979-
(författare)
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Service Provider Flexibility : A Strategic Perspective
- 2015
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- This thesis is about service provider flexibility and how provider flexibility facilitates customer value creation in contexts where customer processes and activities change. Provider flexibility is delineated as a mechanism of value creation and defined as the ability of the service provider to respond to changes or to bring about changes that support its customers’ value creation. Although provider flexibility has been implied as a relevant factor in value creation, previous studies focusing on some kind of provider flexibility would benefit from a deeper understanding of the strategic role that service provider flexibility plays in value creation.The purpose of this study is to provide a framework that explicates the strategic role of provider flexibility in value creation. The role of provider flexibility in the adjustment of the provider’s processes and activities and the development of opportunities based on insights from customer interactions are thus emphasized. Moreover, while these insights from customer interactions can offer valuable development opportunities for the service provider, these opportunities yield returns only with the transfer of the insights back to the service provider’s organization.The research process evolves along five research articles that develop the understanding of the strategic role of provider flexibility in value creation. The study builds on the empirical data from five service organizations of large industrial firms. The empirical insights from the articles are expanded and their conclusions further developed by iteratively and abductively substantiating the research model. The discussion explicates how exercising provider flexibility—in the form of organizational flexibility in the provider sphere, interaction flexibility in the joint sphere, and flexibility in use in the customer sphere—contributes to value creation. Moreover, findings show that the provider and the customer are entwined in a service system surrounding their service relationship. Provider flexibility in this aspect functions not merely as a mechanism of value creation, but also as a carrier of knowledge and information about the customer. Having this dynamics in mind, the provider continues to use provider flexibility to reinvent itself and constantly evolve the organization.This thesis contributes to the literature by providing a framework that explicates the strategic role of provider flexibility in value creation. More specifically, the contributions are: 1) an increased understanding of how provider flexibility in value creation is exercised, placing provider flexibility at the core of the encompassing process of value creation, and thus explicating the manner in which the encompassing process of value creation can unfold; and 2) an increased understanding of the strategic role of the work of part-time marketers by delineating the process of provider flexibility in value creation where different aspects of provider flexibility in value creation are linked.
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| 17. |
- Carlborg, Per, 1984-, et al.
(författare)
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How sustainable is the sharing business model? : Toward a conceptual framework
- 2023
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Ingår i: R&D Management. - : John Wiley & Sons. - 0033-6807 .- 1467-9310.
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Tidskriftsartikel (refereegranskat)abstract
- The sharing economy, which is considered a better way of utilizing existing resources, is associated with positive effects not only on the financial aspects of sustainability but also on its environmental and social dimensions. But is this true? Previous research has typically discussed either the positive or negative aspects of the sharing business model in specific contexts. This study adopts a dual perspective regarding the sustainability of sharing business models by critically analyzing the relationship between sharing business models and sustainability. Building on the resource-based view of the firm and practice theory, the current research develops a conceptual framework for evaluating the sustainability of sharing business models at the level of the individual, the firm, and society. Our proposed dual-process model suggests that two competing processes contribute to sustainability. The study's conceptual model and propositions advance theory and provide a research agenda for future empirical studies. This research also provides valuable guidance to managers and policymakers regarding the sustainability of sharing business models, which can inform the business model innovation process.
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| 18. |
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| 19. |
- Chen, Tom, et al.
(författare)
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Dynamics of wellbeing co-creation : a psychological ownership perspective
- 2021
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 32:3, s. 383-406
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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.
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| 20. |
- Cronemyr, Peter, et al.
(författare)
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Changing from a product to a process perspective for service improvements in a manufacturing company
- 2010
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Ingår i: The TQM Journal. - : Emerald. - 1754-2731 .- 1754-274X. ; 22:1, s. 26-40
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Tidskriftsartikel (refereegranskat)abstract
- Purpose – The purpose of this paper is to investigate service improvements in a manufacturing context. Design/methodology/approach – Action research at the gas turbine manufacturer Siemens was performed during a five-year period. In addition, 336 fault reports sent to the service division concerning severity, cost, and occurrence were analyzed. Findings – When moving from a fire-fighting culture to a proactive culture, a company needs to change from a product to a process perspective. The benefit of changing from a product to a process perspective is the change in focus from reduction of internal costs to value creation through service delivery. Practical implications – This paper shows how feedback from dissatisfied customers can be used as a driving factor in process improvements. Based on this knowledge, a company can select the most important Six Sigma projects to improve their service processes. The change from a product to a process perspective shows that traditionally the severity of almost 50 percent of all faults is underestimated. Originality/value – The paper provides a number of fruitful insights on how to work with service improvements in manufacturing companies.
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| 21. |
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| 22. |
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| 23. |
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| 24. |
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| 25. |
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| 26. |
- Davidsson, Nina, et al.
(författare)
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Degree of Service-orientation in the pulp and paper industry
- 2009
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Ingår i: International Journal of Services Technology and Management. - : Inderscience Enterprises Ltd. - 1460-6720 .- 1741-525X. ; 11:1, s. 24-41
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Tidskriftsartikel (refereegranskat)abstract
- Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.
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| 27. |
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| 28. |
- Edvardsson, Bo, et al.
(författare)
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An ecosystem perspective on service innovation
- 2018. - 1
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Ingår i: A research agenda for service innovation. - Cheltenham : Edward Elgar Publishing. - 9781786433442 - 9781786433459 ; , s. 85-102
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Bokkapitel (refereegranskat)abstract
- This chapter suggests moving forward research on service innovation by articulating an ecosystem perspective and a service-dominant logic within a context of value creation, in order to provide an integrated and systemic framework of the structuration of service innovation. The framework emphasizes changes in agency that facilitate reconfiguration, such as actors, resources and value propositions, or in structure, such as institutional arrangements. A change of the state of service innovation process takes place as changes originate in either agency or structure. The chapter provides an illustration of this theoretical model, using the case of the service ecosystem built around Etalay, a high-end Italian food store chain that includes restaurants, food and beverage stations, bakeries, a bookstore and conference facilities. The authors call for the use of this theoretical construct in other contexts such as healthcare, the Internet of Things and social media, as well as the bottom of the pyramid.
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| 29. |
- Edvardsson, Bo, et al.
(författare)
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Customer integration in new service development : experiences from Sweden
- 2011
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Ingår i: Taking the pulse of economic development. - München : Carl Hanser Verlag. - 9783446427082 ; , s. 25-34
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- Excellent service decides about competition and survival abilities of businesses! Identifying trends and recognizing opportunities in the modern service economy with a view to actively shaping the future: This is what the various chapters of this volume set out to do. Find a collection of factual observation, empirical data and expert opinions on trends and perspectives on the future of services that can inspire strategy development and decision making in research, politics and business. The basis is the second international survey of "MARS" (International Monitoring of Activities and Research in Services). Highlights- Linking-up of economy, science and politics - Connecting to international trends- Forming-up of market and opinion leadership
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| 30. |
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| 31. |
- Edvardsson, Bo, et al.
(författare)
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Customer Integration in Service Innovation
- 2010
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Ingår i: The handbook of Innovation and Services. - Cheltenham : Edward Elgar Publishing. - 9781849803304 - 9781847205049 ; , s. 301-317
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Bokkapitel (refereegranskat)
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| 32. |
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| 33. |
- Edvardsson, Bo, 1944-, et al.
(författare)
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Having a strategy for new service development - does it really matter?
- 2013
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Ingår i: Journal of Service Management. - : Emerald. - 1757-5818 .- 1757-5826. ; 24:1, s. 25-44
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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.
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| 34. |
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| 35. |
- Edvardsson, Bo, et al.
(författare)
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Identifying Satisfiers and Dissatisfiers in the Service Encounter
- 2005
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Ingår i: Asian journal on quality. - : Emerald Group Publishing Limited. - 1598-2688. ; 6:1, s. 8-23
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Tidskriftsartikel (refereegranskat)abstract
- Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service incounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.
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| 36. |
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| 37. |
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| 38. |
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| 39. |
- Edvardsson, Bo, et al.
(författare)
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New service development from the perspective of value co-creation in a service system
- 2014. - 1
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Ingår i: Handbook of service marketing research. - Cheltenham : Edward Elgar Publishing. - 9780857938848 - 9780857938855 ; , s. 346-369
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Bokkapitel (refereegranskat)abstract
- New service development (NSD) is the engine of renewal to create a profitable business. Companies try to increase their competitiveness through innovative activities and interactions that create value for the involved actors, such as existing customers, potential new customers and other shareholders (for example, Edvardsson et al. 2000; Gustafsson and Johnson 2003). New service development often stems from an improved way to use existing resources to co-create value. New resources or new technologies are also sometimes used and integrated within systems that are capable of creating value. These value-creating systems or service systems constitute the basic context and enabler of value co-creation and thus the foundation for NSD. A service system is an appropriate frame for studying new service development, because it moves away from traditional perspectives "rooted in technological product inventions" (Michel et al. 2008, p. 54). Value is always co-created with the customer through the activation of sets of resources (Vargo and Lusch 2004). Service companies accordingly need to design resource integration mechanisms within the service system that support customers and other value co-creation actors to enhance NSD and innovation. Customers also co-develop value as one mode of co-creation in which they and other actors can be actively involved in fostering NSD. Customers interact and develop relationships within the system in order to exploit and enhance their own resources and to gain the benefit of those of others.
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| 40. |
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| 41. |
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| 42. |
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| 43. |
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| 44. |
- Edvardsson, Bo, et al.
(författare)
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Service Innovation and Customer Co-development
- 2010
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Ingår i: Handbook of Service Science. - New York, USA : Springer. - 9781441916273 ; , s. 561-577
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
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| 45. |
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| 46. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Tjänstekvalitet
- 2012
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Ingår i: Den svenska tjänstesektorn. - Lund : Studentlitteratur AB. - 9789144079844 ; , s. 345-360
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Bokkapitel (refereegranskat)
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| 47. |
- Edvardsson, Bo, 1952-, et al.
(författare)
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Understanding key market challenges through service innovation
- 2022
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Ingår i: The Palgrave Handbook of Service Management. - Basingstoke : Palgrave Macmillan. - 9783030918279 - 9783030918286 ; , s. 613-627
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Bokkapitel (refereegranskat)abstract
- Service innovation is a crucial source of competitive advantage across firms and markets and has become critical to firm growth and profitability. Firms face market challenges both when designing and introducing new service offerings to the market. Service innovation can be used as a lens to understand how firms can overcome market challenges to improve their performance. This chapter provides an integrating framework to explain three key market challenges: novelty, diffusion and value capture from the perspective of engaged actors. The chapter shows how the framework can be applied and finishes with some theoretical implications and managerial guidelines.
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| 48. |
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| 49. |
- Elg, Mattias, 1968-, et al.
(författare)
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Att lyckas med förbättringsarbete - förbättra, förändra, förnya
- 2007
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Bok (populärvet., debatt m.m.)abstract
- Att arbeta med ständiga förbättringar är en utmaning, men också en nödvändighet för att kunna möta konkurrens från låglöneländer. Genom att använda uppmärksamheten från vad företaget gör till hur det görs skapas det förutsättningar för att arbeta med att förbättra och förnya verksamheten. I ett lyckat förbättringsarbete involveras de anställda för att genom småskaliga och ständiga förbättringar skapa något som är bättre både för de anställda och organisationen. Denna bok förmedlar ett antal olika perspektiv på förbättringsarbete och ständiga förbättringar. Arbetet med ständiga förbättringar speglas utifrån ett teoretiskt, filosofiskt och praktiskt perspektiv. Vidare visar boken på hur förbättringsarbete kan ta olika utgångspunkter för att förändra, förbättra och förnya olika delar av en verksamhet. Boken består av två huvudsakliga delar. Den första delen behandlar olika former av ständiga förbättringar, s.k. förbättringsprogram, olika metoder och kulturella skillnader mellan olika delar av världen. I den andra delen ge en fördjupning i olika perspektiv på ständiga förbättringar med ett speciellt fokus på hur stända förbättringar används och tillämpas i svenska organisationer idag. Exempel hämtas från ett antal olika branscher och verksamheter som hälso- och sjukvård, kärnkraftsindustrin, tjänstesektorn samt tillverkningsindustrin.
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| 50. |
- Elg, Mattias, et al.
(författare)
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Co-creation and learning in health-care service development
- 2012
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 23:3, s. 328-343
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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.
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