| 1. |
- Engström, Jon, 1980-, et al.
(author)
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Service design in healthcare : a segmentation-based approach
- 2022
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In: Journal of Service Management. - : Emerald Group Publishing Ltd. - 1757-5818 .- 1757-5826. ; 33:6, s. 50-78
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Journal article (peer-reviewed)abstract
- Purpose - The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.Design/methodology/approach - The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.Findings - The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.Practical implications - The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.Originality/value - The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.
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| 2. |
- Flaig, Alexander, 1990-
(author)
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Market-Shaping as Meta-Strategy : A Strategy of Strategies
- 2023
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Doctoral thesis (other academic/artistic)abstract
- Markets are increasingly perceived as malleable systems constituted by actors that endogenously generate and shape the market. This view extends the traditional market view beyond the buyer-seller dyad and encompasses both directly market-related actors such as companies, suppliers, and buyers but also nonmarket actors such as regulators, lobbyists, journalists, activists, and the wider public. This alternative view has led to the emergence of market-shaping strategies, which refer to a focal company’s deliberate efforts to alter market characteristics, such as price levels or nonmarket elements, such as regulations, in its favor. Most descriptions of market-shaping strategies suggest that they influence both the market and nonmarket environments synergistically, and thus resemble the concept of an integrated strategy. However, given the systemic nature of markets, a company shaping a market may need to combine intended actions aimed at realizing the focal company’s market-shaping vision and emergent actions as response to emerging system dynamics. This implies that a market-shaping strategy may be constituted by different strategies with different but synergistic goals unified by the overarching goal of realizing the focal company’s market-shaping goal. In other words, a market-shaping strategy may be a strategy of strategies – a meta-strategy. Moreover, previous research has indicated the significant potential of market-shaping strategies to improve the financial performance of companies as well as the overall market performance by increasing market size, market growth and value creation. However, despite this potential, the notion of market-shaping strategies has remained conceptually and empirically underdeveloped. This dissertation seeks to improve our understanding of market-shaping strategies by analyzing the constituent dimensions of market-shaping strategies and by presenting new empirical insights into how such strategies are employed. Hereby, two papers synthesize extant literature on market-shaping to analyze and conceptualize the underlying process of market-shaping strategies as well as a typology of distinct market-shaping strategies. The other two papers provide new empirical evidence concerning the employment of market-shaping strategies by investigating the influence of market-shaping roles and capabilities on the market-shaping efforts of a focal company. Drawing on the findings in the appended papers, this dissertation examines market-shaping strategies from the perspective of a market, nonmarket, integrated, and meta-strategy to reduce the concept’s theoretical and conceptual ambiguity and enhance our conceptual and empirical knowledge of how market-shaping strategies are construed and employed. This dissertation proposes market-shaping to be a meta-strategy of different integrated strategies focused on shaping both the market and nonmarket environment, while mitigating system dynamics and pursuing the overarching goal of shaping a market. This meta-strategic perspective provides a more nuanced and structured approach to understanding market-shaping strategies, reducing ambiguity, and emphasizing the interrelations between different environments and strategies. Through this structured approach, the interrelations between the different environments and strategies are emphasized, rendering dynamics and synergies between the two more comprehensible and highlighting the necessity for systemic strategies. Thereby, this dissertation contributes to the literature on market shaping by providing a more detailed understanding of the nature and dimensions of market-shaping strategies, and how such strategies are employed by companies in practice. Through this effort, several theoretical and managerial implications are proposed as well as policy implications suggested that indicate a potential dark side of market-shaping strategies.
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| 3. |
- Gremyr, Ida, 1975, et al.
(author)
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Two routes of service modularization : advancing standardization and customization
- 2019
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In: Journal of Services Marketing. - : EMERALD GROUP PUBLISHING LTD. - 0887-6045. ; 33:1, s. 73-87
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Journal article (peer-reviewed)abstract
- Purpose - This study aims to investigate service modularization in a manufacturing firm, identifies service modularization processes and examines how these processes change the service module characteristics. Design/methodology/approach - The study is based on a longitudinal case study (2008-2017) of a manufacturing firm. The development of six service modules was analyzed using data from interviews with key informants, informal meetings and internal documentation. Findings - This study suggests five service modularization processes, and that service module characteristics, such as standardization and interconnectedness, change in different ways depending on the service modularization processes used. It further identifies two service modularization routes that each combine the service modularization processes in unique ways with replication as a key process to improve both standardization and customization. Practical implications - This study elaborates a framework for service modularization, which can serve as a guideline for developing service modules. It also highlights the differences between product and service modularization, suggesting that the role of service module characteristics such as standardization and customization is specific for services. Originality/value - This longitudinal case study (2008-2017) provides empirical evidence on service modularization and extends existing knowledge on service modularization processes and how they influence service module characteristics.
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| 4. |
- Karjalainen, Jesse, et al.
(author)
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Interfirm network structure and firm resources : Towards a unifying concept
- 2021
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In: Journal of Entrepreneurship, Management, and Innovation. - : Fundacja Cognitione; Wyzsza Szkola Bisnesu, Natl Louis Univ. - 2299-7075 .- 2299-7326. ; 17:3, s. 227-264
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Journal article (peer-reviewed)abstract
- PURPOSE: The objective of this paper is to propose a concept of network resource distribution that systematically unifies the resource-based and network-based perspectives on interfirm networks and enables integrated analysis of how firm resources and network structure interact to affect firm performance. METHODOLOGY: This conceptual paper first reviews the extant literature on interfirm networks and then develops the unifying concept of network resource distribution. FINDINGS: The literature review indicates that strategy scholars have long sought to integrate the resource-based view and the social network explanations of firm performance but, thus far, only a partial integration has been achieved. In particular, studies on the resource-level heterogeneity of interfirm networks have largely been limited to the analysis of firm dyads. How firm resources and network structure beyond the immediate network partners interact to affect firm performance has not yet been adequately addressed. The proposed unified concept of network resource distribution systematizes prior research and illuminates how network structure and firm resources interact to affect firm performance beyond the immediate network partners. IMPLICATIONS FOR THEORY AND PRACTICE: For theory, this paper highlights gaps in the extant literature on interfirm networks and proposes a unifying concept that can be utilized to address these gaps and to develop further theory in the area. For practice, this paper encourages managers not to limit their analyses of strategic alliances to immediate partnerships; it is also crucial to consider the partners and their resources, and reflect on how they are related to one another outside of the immediate partnership portfolio. ORIGINALITY AND VALUE: Network resource distribution is a novel concept that ties together and systematizes various strands of research on interfirm networks, thus providing a foundation for future research in the area. The concept is also amenable to detailed operationalization, facilitating subsequent quantitative testing of theoretical arguments combining firm resources and the structure of a network.
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| 5. |
- Lindsay Haldimann, Mirella, 1990-
(author)
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Business Model Design for Social Goods and Services in Developing Economies
- 2019
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Doctoral thesis (other academic/artistic)abstract
- Over the past decade there have been increasing calls for alternative ways of tackling poverty problems in developing economies. Rather than aid or charity approaches that have traditionally dominated this area, an alternative line of discussion around base-of-the-pyramid approaches has emerged which emphasizes the role of innovation and pro-poor entrepreneurship. These developments are consequently reshaping our current views on organizational sectors, vulnerable communities, and sources of value creation.Social businesses trailblazing these approaches however may find it difficult to provide customers at the very base of the economic pyramid with products and services in financially sustainable ways. Markets in remote rural areas are characterized by severe resource scarcity and pervasive institutional voids which make the pursuit of designing adequate value creation and appropriation mechanisms a challenging undertaking. Additionally, the commercialization of social goods further compounds these challenges, because hybrid missions demand the simultaneous generation of social and commercial value.In this dissertation, I aim to shed light on these issues and examine how successful social businesses have emerged in the context of the unfolding pro-poor informal water market. This setting lent itself especially well to such study because the lack of safe and affordable water access prominently affects severely poor and secluded geographies to which sustainable solutions in profit, non-profit or governmental form have not yet emerged; yet successful solutions by social businesses have.Building on the emergent research on social businesses, I suggest that these organizations established viable business ventures by designing a type of business model that caters to the needs of socially constrained base-of-the-pyramid communities despite the afore-mentioned managerial challenges. With a focus on theory development, I employ a multi-qualitative approach consisting of multiple case studies to develop a conceptual framework of these social business models and various propositions as to what may underpin their successful development.The empirical foundation for these elaborations consists of five studies. These highlight distinct value creation and appropriation mechanisms as well as capabilities that social businesses employ to circumnavigate resource scarcity and institutional voids. Consequently, focusing on the design of value creation and appropriation mechanisms, we gain deeper insights as to why some social businesses may outperform other organizations. The thesis concludes with implications for base-of-the-pyramid, social entrepreneurship and business model literature, as well as avenues for future research.
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| 6. |
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| 7. |
- Pilawa, Joanna, et al.
(author)
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Service innovativeness in retailing : Increasing the relative attractiveness during the COVID-19 pandemic
- 2022
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In: Journal of Retailing and Consumer Services. - : Elsevier. - 0969-6989 .- 1873-1384. ; 67
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Journal article (peer-reviewed)abstract
- COVID-19 primarily spreads through close contact between humans and has affected retailing industries extremely hard. To manage the situation retailers have turned to service innovation to change their operations to make consumers feel safe while shopping. This research focuses on the role of service innovativeness in retailing firms during the COVID-19 pandemic through an empirical study of almost 6000 consumers of 28 retailing firms. The results suggested that retailers with high service innovativeness performed COVID-19 imposed innovations better to improve their relative attractiveness. For retailers with physical stores, changes to the servicescape and the offering were found to be the key antecedents of service innovativeness. The findings on COVID-19 imposed service innovations demonstrate the importance of service innovativeness in successfully changing retailing services to adjust to the restrictions from governments and safety needs of customers.
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| 8. |
- Valtakoski, Aku, 1976-, et al.
(author)
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Beyond templates : methodological reporting practices and their impact in qualitative service research
- 2024
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In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 35:6, s. 66-108
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Journal article (peer-reviewed)abstract
- PurposeThe study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles.Design/methodology/approachMethodological reporting practices were identified through content analysis of 318 qualitative articles published in three major service research journals and comparison with prior methodological literature. Regression analysis was used to test how the level of methodological reporting influences article downloads and citations.FindingsThe study identifies 29 reporting practices related to 9 key methodological reporting areas. The overall level of methodological reporting in published qualitative articles has increased over time. While differences in the level of reporting between service journals persist, they are narrowing. The level of methodological reporting did not influence downloads or citations of qualitative articles.Research limitations/implicationsService scholars using qualitative methods should pay attention to methodological reporting as it can improve the chances of being published. Factors such as theoretical contributions are likely to have a greater influence on article impact than methodological reporting.Originality/valueNo prior study has explored methodological reporting practices across different qualitative methodologies or how reporting influences article impact. For authors, reviewers and editors, the study provides an inventory of reporting practices relevant for evaluating qualitative articles, which should lower barriers for qualitative methods in service research by providing practical guidelines on what to focus on when reporting and assessing qualitative research.
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| 9. |
- Valtakoski, Aku, et al.
(author)
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Beyond templates: methodological reporting practices and their impact in qualitative service research
- 2024
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In: Journal of Service Management. - : EMERALD GROUP PUBLISHING LTD. - 1757-5818 .- 1757-5826. ; 35:6, s. 66-108
-
Journal article (peer-reviewed)abstract
- PurposeThe study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles.Design/methodology/approachMethodological reporting practices were identified through content analysis of 318 qualitative articles published in three major service research journals and comparison with prior methodological literature. Regression analysis was used to test how the level of methodological reporting influences article downloads and citations.FindingsThe study identifies 29 reporting practices related to 9 key methodological reporting areas. The overall level of methodological reporting in published qualitative articles has increased over time. While differences in the level of reporting between service journals persist, they are narrowing. The level of methodological reporting did not influence downloads or citations of qualitative articles.Research limitations/implicationsService scholars using qualitative methods should pay attention to methodological reporting as it can improve the chances of being published. Factors such as theoretical contributions are likely to have a greater influence on article impact than methodological reporting.Originality/valueNo prior study has explored methodological reporting practices across different qualitative methodologies or how reporting influences article impact. For authors, reviewers and editors, the study provides an inventory of reporting practices relevant for evaluating qualitative articles, which should lower barriers for qualitative methods in service research by providing practical guidelines on what to focus on when reporting and assessing qualitative research.
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| 10. |
- Valtakoski, Aku, et al.
(author)
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Cross-country differences in new service development : The moderating effects of national culture
- 2019
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In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 30:2, s. 186-208
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Journal article (peer-reviewed)abstract
- Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.
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