11. |
- Echeverri, Per, 1958-
(författare)
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Co-creating sociality : Organizational and marketing in voluntary organizations
- 2018
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Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 38:5-6, s. 282-302
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Tidskriftsartikel (refereegranskat)abstract
- A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create transformative services.
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12. |
- Edvardsson, B., et al.
(författare)
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Internal service quality and the psychosocial work environment : An empirical analysis of conceptual interrelatedness
- 1997
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 17:2, s. 252-263
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Tidskriftsartikel (refereegranskat)abstract
- There is a need to integrate service quality concepts withconcepts from other research fields, such as the psychosocialwork environment, to help us better understand and create abasis for quality control in services. The main aim of this paperis to explore empirically the relationships between thepsychosocial work environment and internal service qualily. Weuse concepts and measures derived from psychosocial workenvironment theory and service quality theory respectively. Datawere collected from 555 employees in a Swedish computerservice company using questions from a Stress Profile as well as from a Quality Profile. All 52 items from the Stress Projile and20 items from the Quality Profile were entered into a factoranalysis. The main result of the study is not the exact outcome ofthe factor analysis per se, but rather the point that questionsderived from two different research fields appear to measuredifferent mental representations of work conditions. Clearly,interdependence exists between the psyclzosocial workenvironment and internal quality. It is quite concmon to ncap adrestructure service processes in order to improve internal qualityin an attempt to solve quality problems created by organisationalchanges. We suggest that it should be equally inportant to takenieasures to increase work satisfaction by improvingpsychosocial work conditions
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13. |
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14. |
- Edvardsson, Bo, et al.
(författare)
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'The IKEA Saga' : Service Culture and Service Strategy
- 2002
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 22:4, s. 153-186
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Tidskriftsartikel (refereegranskat)abstract
- Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success
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15. |
- Engen, Marit, et al.
(författare)
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Exploring the role of frontline employees as innovators
- 2015
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 35:6, s. 303-324
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Tidskriftsartikel (refereegranskat)abstract
- This article aims for a deeper understanding of front-line employees (FLEs) and their boundary-spanning role in service organizations’ innovation processes from the vantage points of creativity and service innovation theory. It explores in particular FLEs’ processes of creativity by focusing on how ideas emerge and how these ideas are further managed in the organizations’ innovation processes. It draws on an in-depth empirical study of three units at a large spa and resort hotel. The article demonstrates how FLEs’ ideas are related to the assimilation and utilization of knowledge gained in the customer–supplier interface. Furthermore, it introduces the concept of ‘management by weaving’, which encompasses the middle managers’ roles in the complexity of leading diverse innovation processes in the service organization. By having the roles of facilitator, gatekeeper, and translator, middle managers hold the key position for letting FLEs play the role as innovators.
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16. |
- Eriksson, Kent, et al.
(författare)
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Knowledge of inter-customer relations as a source of value creation and commitment in financial service firm's intermediation
- 2007
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 27:5, s. 563-582
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Tidskriftsartikel (refereegranskat)abstract
- This paper develops a knowledge perspective on value creation in organisations that employ mediating technology to facilitate inter-customer relations. Mediators, individually and collectively, build networks of customers between whom linking can take place, and they provide services that facilitate inter-customer exchanges. Earlier research has shown the importance of size and standardisation in mediation. A different stream of research has shown that contextual knowledge is important for problem solving and innovation in organisations. Combining theories of mediating technology and situated problem solving, the paper posits that inter-customer relations constitute the fundamental context for value creation of firms using the mediating technology. LISREL is used to test relationship-level, cross-sectional hypotheses that link knowledge of inter-customer relationships, added value, and customer commitment to bank services for small firms. This work extends Thompson's work on mediating technology with implications for organisation action by demonstrating that mediators' knowledge of inter- customer relationships is an important resource in intermediation. Three contributions are made to strategic management and organisation theory. First, the paper provides a deeper understanding of the relationship between knowledge and committed customers. Second, fundamental resources are developed for firms using mediating technology. Finally, the use of the situated knowledge concept is extended to inter-customer relations, thus explaining performance beyond the contexts to which the concept has previously been applied. The findings have implications for segmentation practices, organisation domain decisions and the corresponding organisational
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17. |
- Fayzullaev, Kamoliddin, et al.
(författare)
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Destination image in Uzbekistan – heritage of the Silk Road and nature experience as the core of an evolving Post Soviet identity
- 2018
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; , s. 1-16
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Tidskriftsartikel (refereegranskat)abstract
- ABSTRACTThe purpose of this research is to analyze the destination image of Uzbekistan presented by the DMO and the destinations images emerging from user generated content in social media posts. In this study, promotional images and user-generated images on the platform Instagram were examined by using content-semiotic analysis. The main findings show that the destination image of Uzbekistan is dominated by heritage and reference to ancient cultural traditions of the region. However, the image represented through user generated content on Instagram is more diverse and to a larger extent depict the destination through natural heritage and experiences in the natural landscape. Furthermore, Uzbekistan is concurrently trying to create a post-Soviet identity through a focus on its history prior to the Soviet past, with focus on heritage of the Great Silk Road which highlight that destination image construction is related to geo-political processes in society which includes contestations of national identity.
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18. |
- Foroughi, Behzad, et al.
(författare)
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Reuse intention of augmented reality apps : recreational consciousness as moderator
- 2023
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Ingår i: Service Industries Journal. - : Routledge. - 0264-2069 .- 1743-9507. ; , s. 1-42
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Tidskriftsartikel (refereegranskat)abstract
- This study investigated the determinants of intention to reuse augmented reality (AR) apps. The data were obtained from 439 IKEA Place app users and evaluated using the ‘partial least squares’ (PLS) and ‘fuzzy-set qualitative comparative analysis’ (fsQCA) approaches. PLS findings revealed that AR attributes significantly influence perceived ease of use, perceived usefulness, and confirmation. All the relationships under the technology continuance theory were confirmed except for the impact of perceived usefulness on attitude. Recreational consciousness positively moderates the influence of attitude on reuse intentions. fsQCA approach uncovered seven configurations of variables that result in high reuse intentions and identified satisfaction as a necessary condition. The study contributed to the literature by (i) exploring the drivers of intention to reuse AR Apps, (ii) extending technology continuance theory, (iii) demonstrating the moderating influence of recreational consciousness, and (iv) using the PLS-fsQCA approach. The findings help develop strategies and design AR apps aimed at retaining users.
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19. |
- Friman, Margareta, 1970-, et al.
(författare)
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The relationship between exchanged resources and loyalty intentions
- 2020
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Ingår i: Service Industries Journal. - : Taylor & Francis. - 0264-2069 .- 1743-9507. ; 40:11-12, s. 846-865
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Tidskriftsartikel (refereegranskat)abstract
- his research aims to revive the applicability of the exchange concept in the marketing domain. The authors draw on current exchange theories to show how members of an aquatic center receive relational, social support, and restorative resources from other center members and employees. They then empirically demonstrate that members’ loyalty to the center is fueled by the resources they receive from others in the center and that their experience in the center mediates the relationship between exchanged resources and member loyalty. This research reveals that service organizations may foster person-place bonds by providing customers with resources over and above goods and services. Customers appreciate resources that transform their well-being, such as social support and natural, restorative resources, and they demonstrate loyalty to places where they can obtain therapeutic resources. From a theoretical standpoint, this work shows support for the notion that the exchange concept is a foundational aspect of a general theory of marketing and explains how the exchange and value concepts in marketing are linked together.
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20. |
- Hermelin, Brita
(författare)
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Producer service firms in globalising cities : the example of advertising firms in Stockholm
- 2009
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Ingår i: Service Industries Journal. - : Informa UK Limited. - 0264-2069 .- 1743-9507. ; 29:4, s. 457-471
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Tidskriftsartikel (refereegranskat)abstract
- Spaces of flows have become basic processes and elements in the development of space economies and cities. The objective in this study is to understand spaces of flows of advanced producer services. This article focuses on advertising firms in the geographical context of Sweden and Stockholm. The analysis considers advertising activities in the context of globalisation and post-modern economies. The empirical data for this article are derived from secondary sources, including statistics, firm directories, and business journals. The conclusions indicate multi-scalar relations of advertising agencies. Relationships with clients tend to be local or national. At the same time, there are international intra-organisational connections and flows. Advertising activities have consolidated under transnational organisations.
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