| 1. |
- Gustafsson, Anders, et al.
(författare)
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Conducting service research that matters
- 2015
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Ingår i: Journal of Services Marketing. - : EMERALD GROUP PUBLISHING LTD. - 0887-6045. ; 29:6-7, s. 425-429
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. Design/methodology/approach - This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. Findings - This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. Originality/value - The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.
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| 2. |
- McColl-Kennedy, Janet R., et al.
(författare)
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Cocreative customer practices : Effects of health care customer value cocreation practices on well-being
- 2017
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Ingår i: Journal of Business Research. - : Elsevier. - 0148-2963 .- 1873-7978. ; 70, s. 55-66
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Tidskriftsartikel (refereegranskat)abstract
- Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging in coproducing treatment options, interactions with friends and family and their associated cocreated activities have an even greater positive effect on well-being. Furthermore, several other customer directed activities have positive indirect effects. Interestingly, activities requiring change can have a negative effect on well-being, except in psychological illnesses, where the opposite is true. The authors conclude with theoretical and managerial implications, highlighting that if interactions and activities with medical professionals are supplemented with customer-directed activities, the positive effect on well-being is significantly enhanced.
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| 3. |
- Myhrén, Per, et al.
(författare)
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Incremental and radical open service innovation
- 2018
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Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045. ; 32:2, s. 101-112
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Tidskriftsartikel (refereegranskat)abstract
- Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study's interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.
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| 4. |
- Samuelsson, Peter, et al.
(författare)
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Incremental and Radical Service Innovation in Healthcare
- 2019
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Ingår i: Handbook of Service Science. - Cham : Springer. - 9783319985114 - 9783319985121 ; , s. 619-638
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Bokkapitel (refereegranskat)abstract
- The growing cost and demand of healthcare is a major concern globally. Service innovation has been put forward as a top priority to address the challenges of healthcare. However, the concept of service innovation is poorly understood, in particular the differences between incremental and radical service innovation. The chapter makes two important contributions. Firstly, it conceptualizes incremental and radical service innovation based on internal and external changes; in particular, it identifies four types of service innovations. Secondly, it explores the effects and diffusion processes of service innovation. It aids practitioners and researchers to understand radical service innovation in a new way and to shed light on effects and diffusion of service innovation in healthcare.
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| 5. |
- Valtakoski, Aku, et al.
(författare)
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Service capabilities and servitized SME performance : Contingency on firm age
- 2018
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Ingår i: International Journal of Operations & Production Management. - : Emerald Group Publishing Limited. - 0144-3577 .- 1758-6593. ; 38:4, s. 1144-1164
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this paper is to study the impact of back-office (BO) service capability and front-office (FO) service capability, and how firm age influences the impact of these service capabilities on small and medium size enterprise (SME) performance. Design/methodology/approach: Based on the prior literature on servitization and firm operational capabilities, hypotheses were developed on the impact of service capabilities on firm performance. These hypotheses were tested using a survey and externally sourced financial data on 224 SMEs in the software industry. Findings: FO service capability has a positive impact on firm performance of SMEs. The effect of BO service capability was weaker and partly contrary to expectations, showing a negative effect on firm performance for young SMEs. As hypothesized, the impact of both BO and FO service capability is moderated by firm age. Young SMEs benefit more from FO service capability. For older SMEs, BO service capability becomes increasingly more important. Practical implications: As different capabilities lead to different outcomes, SMEs need to carefully consider which service capabilities to invest in. As the relative importance of capabilities changes over time, SMEs need to be ready to change their strategic focus over time toward BO capabilities to attain optimal outcomes. Originality/value: The findings suggest that factors such as industry, firm size, and firm age affect the optimal servitization path, and that current understanding of servitization does not necessarily apply to all servitized firms. The study also provides further evidence of the impact of service capabilities on firm performance.
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| 6. |
- Witell, Lars, 1972-, et al.
(författare)
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Value creation in service-based states of business relationships
- 2019
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Ingår i: Service Innovation for Sustainable Business. - Singapore : World Scientific. - 9789813273382 - 9789813273375 ; , s. 281-305
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- The following sections are included: Introduction Value and Value Drivers in a Relationship Context Methodology Results Conclusions Appendix: An Overview of the Conceptualization of Value Drivers References
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| 7. |
- Perks, Helen, et al.
(författare)
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Network orchestration for value platform development
- 2017
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Ingår i: Industrial Marketing Management. - New York : Elsevier. - 0019-8501 .- 1873-2062. ; 67, s. 106-121
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Tidskriftsartikel (refereegranskat)abstract
- The traditional firm and product-centric view of platforms is changing. Platforms are increasingly developed around value that is co-created with a network of actors. In such settings, lead firms shape their environments and develop value platforms through network orchestration. This study examines how lead firms mobilize network relationships to support and build novel value platforms. The research adopts a multiple case study methodology, investigating the development of six value platforms in network settings within Europe. A large-scale interview program over several years was conducted. The findings unravel practices constituting four overarching network orchestration mechanisms in the value platform development context; envisioning, inducing innovativeness, legitimizing, and adjusting. The study explains the relationships and interplay between the orchestration mechanisms and articulates theoretical and managerial contributions.
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| 8. |
- Snyder, H., et al.
(författare)
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The influence of place on health-care customer creativity
- 2019
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Ingår i: European Journal of Marketing. - : Emerald Group Publishing Ltd.. - 0309-0566 .- 1758-7123. ; 53:7, s. 1400-1422
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach: In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings: Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting. Research limitations/implications: This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process. Practical implications: The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services. Originality/value: As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.
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