| 1. |
- Gremyr, Ida, 1975, et al.
(author)
-
The roles of quality departments and their influence on business results
- 2021
-
In: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3371 .- 1478-3363. ; 32:7-8, s. 886-897
-
Journal article (peer-reviewed)abstract
- This study explores the various roles of quality departments and investigates whether their roles have different influence on business results. Based on a survey of quality managers in 211 Swedish organisations, the analysis identifies four roles of quality departments: firefighters, auditors, process improvers, and orchestrators. The roles vary in their predominant adoption of Quality Management practices ranging from a narrow scope focusing on quality management systems to a broader scope, based on multiple practices. An analysis was performed to identify how each of the identified roles influences business results. The results show that quality departments with a broad focus, combining both explorative and exploitative quality practices, contribute the most to business results.
|
|
| 2. |
- Aichigui, Victor, et al.
(author)
-
Servitization in SME manufacturing firms : A one-way road
- 2015
-
In: Proceedings of QUIS 14. - 9780692461563 ; , s. 965-968
-
Conference paper (peer-reviewed)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).
|
|
| 3. |
- Bolton, Ruth N., et al.
(author)
-
Customer experience challenges : bringing together digital, physical and social realms
- 2018
-
In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 29:5, s. 776-808
-
Journal article (peer-reviewed)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.
|
|
| 4. |
- Bolton, Ruth N., et al.
(author)
-
Designing satisfying service encounters : website versus store touchpoints
- 2022
-
In: Journal of the Academy of Marketing Science. - : Springer. - 0092-0703 .- 1552-7824. ; 50, s. 85-107
-
Journal article (peer-reviewed)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.
|
|
| 5. |
- Bolton, Ruth N., et al.
(author)
-
How customer experience management reconciles strategy differences between East and West
- 2021
-
In: Journal of global scholars of marketing science. - : Routledge. - 2163-9159 .- 2163-9167. ; 31:3, s. 273-295
-
Journal article (peer-reviewed)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.
|
|
| 6. |
- Bolton, Ruth N., et al.
(author)
-
Managing a Global Retail Brand in Different Markets : Meta-Analyses of Customer Responses to Service Encounters
- 2022
-
In: Journal of Retailing. - : Elsevier. - 0022-4359 .- 1873-3271. ; 98:2, s. 294-314
-
Journal article (peer-reviewed)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.
|
|
| 7. |
|
|
| 8. |
- Carlborg, Per, 1984-, et al.
(author)
-
How sustainable is the sharing business model? : Toward a conceptual framework
- 2023
-
In: R&D Management. - : John Wiley & Sons. - 0033-6807 .- 1467-9310.
-
Journal article (peer-reviewed)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.
|
|
| 9. |
- Chen, Tom, et al.
(author)
-
Dynamics of wellbeing co-creation : a psychological ownership perspective
- 2021
-
In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 32:3, s. 383-406
-
Journal article (peer-reviewed)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.
|
|
| 10. |
- Cronemyr, Peter, et al.
(author)
-
Changing from a product to a process perspective for service improvements in a manufacturing company
- 2010
-
In: The TQM Journal. - : Emerald. - 1754-2731 .- 1754-274X. ; 22:1, s. 26-40
-
Journal article (peer-reviewed)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.
|
|
| 11. |
|
|
| 12. |
|
|
| 13. |
- Edvardsson, Bo, et al.
(author)
-
An ecosystem perspective on service innovation
- 2018. - 1
-
In: A research agenda for service innovation. - Cheltenham : Edward Elgar Publishing. - 9781786433442 - 9781786433459 ; , s. 85-102
-
Book chapter (peer-reviewed)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.
|
|
| 14. |
- Edvardsson, Bo, et al.
(author)
-
Customer integration in new service development : experiences from Sweden
- 2011
-
In: Taking the pulse of economic development. - München : Carl Hanser Verlag. - 9783446427082 ; , s. 25-34
-
Book chapter (other academic/artistic)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
|
|
| 15. |
|
|
| 16. |
|
|
| 17. |
|
|
| 18. |
|
|
| 19. |
- Edvardsson, Bo, et al.
(author)
-
New service development from the perspective of value co-creation in a service system
- 2014. - 1
-
In: Handbook of service marketing research. - Cheltenham : Edward Elgar Publishing. - 9780857938848 - 9780857938855 ; , s. 346-369
-
Book chapter (peer-reviewed)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.
|
|
| 20. |
|
|
| 21. |
- Edvardsson, Bo, et al.
(author)
-
Service Innovation and Customer Co-development
- 2010
-
In: Handbook of Service Science. - New York, USA : Springer. - 9781441916273 ; , s. 561-577
-
Book chapter (other academic/artistic)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.
|
|
| 22. |
- Edvardsson, Bo, 1952-, et al.
(author)
-
Tjänstekvalitet
- 2012
-
In: Den svenska tjänstesektorn. - Lund : Studentlitteratur AB. - 9789144079844 ; , s. 345-360
-
Book chapter (peer-reviewed)
|
|
| 23. |
- Edvardsson, Bo, 1952-, et al.
(author)
-
Understanding key market challenges through service innovation
- 2022
-
In: The Palgrave Handbook of Service Management. - Basingstoke : Palgrave Macmillan. - 9783030918279 - 9783030918286 ; , s. 613-627
-
Book chapter (peer-reviewed)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.
|
|
| 24. |
- Elg, Mattias, 1968-, et al.
(author)
-
Att lyckas med förbättringsarbete - förbättra, förändra, förnya
- 2007
-
Book (pop. science, debate, etc.)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.
|
|
| 25. |
- Elg, Mattias, 1968-, et al.
(author)
-
Ständiga förbättringar : grunden i ett lyckat förbättringsarbete
- 2007
-
In: Att lyckas med förbättringsarbete. - Lund : Studentlitteratur AB. - 9789144029986 ; , s. 9-32
-
Book chapter (other academic/artistic)abstract
- Inom offensiv kvalitetsutveckling har ständiga förbättringar vuxit fram som en filosofi och ett arbetssätt. Masaaki Imai utvecklade konceptet kaizen som kan ses som ett medvetet systematiskt sätt att åstadkomma ständiga förbättringar. Genom att vända uppmärksamheten från vad företaget gör till hur det görs så skapas det förutsättningar för att arbeta med att förbättra och förnya verksamheten. Intresset för ständiga förbättringar väcktes i tillverkningsindustrin och har spridits till många tjänsteverksamheter. Inom en del branscher, såsom utbildning och hälso- och sjukvård, har det utvecklats speciella angreppssätt och metoder för att hantera behovet av förbättring.
|
|
| 26. |
|
|
| 27. |
- Elg, Mattias, et al.
(author)
-
The role of quality managers in contemporary organisations
- 2011
-
In: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371. ; 22:8, s. 795-806
-
Journal article (peer-reviewed)abstract
- A key question for firms nowadays is how to organise work with quality management. This naturally includes the role of the quality managers and it appears as if the profession of quality managers is at a crossroads. Alternatives are that the role of a quality manager broadens to include quality at a strategic level in the firm and that Six Sigma specialists and Lean Production managers drive the development of quality management in the future. In this paper, we present the results from a survey of 212 quality managers in Swedish organisations. The purpose is to contribute to an understanding of how the management of quality is designed and practised in contemporary organisations. This study shows that a quality manager's operational responsibility is quite narrowly defined. The agenda of the quality manager is mainly related to quality standards, such as ISO 9000 and environmental management systems. These programmes frame the work of the quality manager, which in many cases leaves other programmes, such as Six Sigma and Lean Production, to other departments or parallel improvement structures.
|
|
| 28. |
|
|
| 29. |
- Fischer, Thomas, et al.
(author)
-
Managerial recommendations for service innovations in different product-service systems
- 2009
-
In: Introduction to Product/Service-System Design. - London : Springer. - 9781848829084 - 1848829086 ; , s. 237-259
-
Book chapter (other academic/artistic)abstract
- "Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.
|
|
| 30. |
|
|
| 31. |
- Forkmann, Sebastian, et al.
(author)
-
Driver Configurations for Successful Service Infusion
- 2017
-
In: Journal of Service Research. - : Sage Publications. - 1094-6705 .- 1552-7379. ; 20:3, s. 275-291
-
Journal article (peer-reviewed)abstract
- Manufacturers across many industries use service infusion to address the changing customer demands and improve their competitive position. However, understanding the drivers of successful service infusion is a complex process. Using business model and configuration theories, this study conceptualizes and analyzes the interplay of different driver domains for suppliers, customers, and their business relationships. In particular, we analyze how service offering, service pricing, service capabilities, and the service infusion process interact in affecting service infusion success and failure. 137 interviews relating to 25 business relationships are analyzed via configuration analysis, particularly fuzzy set qualitative comparative analysis (fsQCA). Results show that different equifinal configurations exist (i.e., different ways to succeed with service infusion). We also find that more is not always better. For example, service infusion success can be achieved without fully developed service capabilities. In addition, successful configurations are often very similar to those leading to failure. A dyadic analysis demonstrates that customer service capabilities are overall more important than those of suppliers. From these findings, we derive priorities for future research. In particular, our study points toward the need to better understand the interplay between service infusion drivers. Second, we advocate the augmentation of research perspectives in service infusion by taking into account the supplier, customer, and dyadic perspectives. Lastly, the importance of understanding drivers of service infusion failure is highlighted. For managers, our study shows the importance of relational audits as a starting point to deciding on how to infuse services in a business relationship.
|
|
| 32. |
- Frankelius, Per, 1966-, et al.
(author)
-
Green Service Innovation : The role of resource integration and service provision
- 2014
-
In: Proceedings of the 2014 AMA SERVSIG International Service Research Conference. - 9789609874090
-
Conference paper (other academic/artistic)abstract
- Purpose: The importance of green services is increasing. The purpose of the research project is to develop a better understanding of the concept “green services” and its relationship to “service innovation”. The research questions are: What factors can define the green services concept? What are the distinctive characteristics of different types of green services? Methodology: A multiple case study approach is used. The cases represent companies having introduced green service innovations. Based on interviews with the innovators and customers different categories of green services are indentified and described. The empirical findings are then analyzed in the light of a literature review. Findings: By combining empirical observations and theory the authors develop a framework for green service innovations. This framework describes how innovation can be attained through emphasizing changes in resource integration (reuse waste, reduce impact on nature and improve nature) and service provision (direct service or indirect service). In this frame six categories of green services are defined: redistribution of resources, changing customer behavior, improving conditions for nature, upcycling, replacement of technology and products to improve nature.Originality/value: The majority of existing research on green service has had focus on the service companies and the change of technology in providing services. The authors here rather emphasize the customer roles, and stresses that these roles need to change to fulfill green service innovation. Moreover, the perspective here is that green services have the ability to not only mitigate negative impact on the environment but also increase the quality of nature. The term “greenovation” is proposed to emphase this.
|
|
| 33. |
- Fundin, Anders, et al.
(author)
-
Service transition : Finding the right position on the goods-to-services continuum
- 2012
-
In: International Journal of Modelling in Operations Management. - : Inderscience Enterprises Ltd. - 2042-4094 .- 2042-4108. ; 2:1, s. 69-88
-
Journal article (peer-reviewed)abstract
- The aim of this paper is to describe and further develop existing models of service transition; that is, how companies position and move on the goods-to-services continuum. This study concludes that service transition can be profitable for manufacturing firms as long as they do not become stuck in a mismatch between their organisational arrangements and their offerings. The paper contributes by: providing an overview of companies’ positions on the goods-to-services continuum, introducing movements on the continuum, suggesting service development as a possible engine of renewal and providing empirical evidence on the relationship between positions on the continuum and profit margins.
|
|
| 34. |
|
|
| 35. |
- Glaa, Besma, et al.
(author)
-
From free to fee : changing the revenue model for individual services
- 2017
-
In: Proceeding of the Spring Servitization Conference. - Birmingham, UK : Aston university. - 9781854494184 ; , s. 172-181
-
Conference paper (peer-reviewed)abstract
- Purpose: Industrial services have traditionally been provided for free to support product sales. Nowadays, many manufacturers have built a profitable service business while others are struggling to improve their service profitability. Overall, most research focus on service infusion in the value proposition or servitization of the organization. Far less attention has been given to how firms start to charge for free services. The purpose of this research is to increase understanding of how manufacturers change the revenue model for individual services from free to fee. Design/Methodology/Approach: The research was performed as a two-stage research project involving a multiple case study followed by an action research project. First, a multiple case study was performed in eight firms. Data was collected through interviews and workshops with the participating firms. Second, an action research study was performed with a manufacturer working with changing the revenue model for individual services from free to fee. Findings: The current study identified a process with three stages for shifting from service for free to service for fee. The first step is turning the service from a cost center to a profit center. The second step is to create service scenarios for a service business. The third step is to implement specific strategies to break free from free service. The present research identified three specific service scenarios and four strategies to break free from free service. Originality/Value: The change of business model has been an essential step in most models for service infusion and for the transition from service for free to service for fee. The present study expands on the process on a detailed level followed by manufacturers to turn individual services from free to service for fee.
|
|
| 36. |
- Glaa, Besma, et al.
(author)
-
Service teams and understanding of customer value creation
- 2019
-
In: Service Innovation for Sustainable Business. - Singapore : World Scientific. - 9789813273382 - 9789813273375 ; , s. 117-133
-
Book chapter (other academic/artistic)abstract
- The following sections are included: Introduction Service Innovation as a Change in the Customer Value Creation Process What is a Service Team? Different Configurations of Service Teams Service Teams and Their Understanding of Customer Value Creation Conclusion References
|
|
| 37. |
|
|
| 38. |
- Gremyr, Ida, 1975, et al.
(author)
-
Two routes of service modularization : advancing standardization and customization
- 2019
-
In: Journal of Services Marketing. - : EMERALD GROUP PUBLISHING LTD. - 0887-6045. ; 33:1, s. 73-87
-
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.
|
|
| 39. |
- Gustafsson, Anders, et al.
(author)
-
Innovation when all products are services
- 2023. - 4
-
In: The PDMA Handbook of Innovation and New Product Development. - New York : John Wiley & Sons. - 9781119890225 ; , s. 461-476
-
Book chapter (peer-reviewed)abstract
- All products are services. This message from “Service Dominant Logic of Marketing,” (Vargo 2004) nearly two decades ago, has had a major impact on marketing theory and practice. This chapter discusses how this paradigm shift affects new product development (“NPD”) theory and practice today and going forward.
|
|
| 40. |
- Gustafsson, Anders, 1964-, et al.
(author)
-
Service Innovation : A New Conceptualization and Path Forward
- 2020
-
In: Journal of Service Research. - : Sage Publications. - 1094-6705 .- 1552-7379.
-
Journal article (peer-reviewed)abstract
- Service innovations challenge existing offerings and business models, shape existing markets, and create new ones. Over the last decade, service research has shown increasing interest in the concept of innovation and should by now have reached maturity and created a strong theoretical basis. However, there is no coherent theoretical framework that captures all the facets of service innovation, and to move service innovation research forward, we must revisit the key assumptions of what an innovation is. To enable this, the present article addresses three fundamental questions about service innovation: (1) What is it and what is it not? (2) What do we know and what do we not know? and (3) What do we need to know to advance service research? By doing so, this article offers an updated and comprehensive definition of service innovation and provides a research agenda to suggest a path forward.
|
|
| 41. |
|
|
| 42. |
|
|
| 43. |
- Guyader, Hugo, 1990-, et al.
(author)
-
A Typology for Green Service: Resource Integration and Actors Involvement.
- 2017
-
In: Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management, 12-15 June 2017, University of Porto, Portugal.. ; , s. 47-56
-
Conference paper (peer-reviewed)abstract
- This paper presents a typology for green service. It is based on two dimensions: a resource integration dimension to differentiate between different efforts aiming to reduce, reuse, redistribute, recycle or renew resources (for instance natural or operant resources); and a dimension representing whether other ecosystem actors are actively or passively involvement in the green service. The ten types of green service provide an analytical tool for service marketing managers and scholars discussing how to improve or develop green service.
|
|
| 44. |
- Guyader, Hugo, 1990-, et al.
(author)
-
Closing the green gap : understanding why green consumers choose brown products
- 2014
-
In: NRWC 2014 The 4th Nordic Retail and Whole Sale Conference, November 5th to 6th of November, 2014. - : Nordic Retail and Wholesale Association. ; , s. 1-4
-
Conference paper (other academic/artistic)abstract
- This study investigates the impact of in-store marketing and packaging elements on green shopping behavior, aiming to further understand the attitude-behavior Green Gap. The results of first, a choice experiment with 127 respondents and second an eye-tracking experiment with 67 respondents show implications for the retail industry.
|
|
| 45. |
- Guyader, Hugo, 1990-, et al.
(author)
-
Identifying the resource integration processes of green service
- 2019
-
In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:4
-
Journal article (peer-reviewed)abstract
- Purpose: The purpose of this paper is to improve the understanding of green service. In particular, the focus is on identifying homopathic and heteropathic resource integration processes that preserve or increase the resourceness of the natural ecosystem. Design/methodology/approach: Through an extensive multiple case study involving ten service providers from diverse sectors based on a substantial number of interviews, detailed accounts of green service are provided. Findings: Six resource integration processes were identified: reducing, recirculating, recycling, redistributing, reframing and renewing. While four of these processes are based on homopathic resource integration, both reframing and renewing are based on heteropathic resource integration. While homopathic processes historically constitute a green service by mitigating the impact of consumption on the environment, heteropathic resource integration increases the resourceness of the natural ecosystem through emergent processes and the (re)creation of natural resources. Research limitations/implications: The present study breaks away from the paradigm that “green service” is about reducing the negative environmental impact of existing services, toward providing a green service that expands biological diversity and other natural resources. Originality/value: Transformative service research on environmental sustainability is still in its infancy. The present study contributes through conceptualizing green service, redefining existing resource integration processes (reducing, recirculating, recycling) and identifying new resource integration processes (redistributing, reframing, renewing).
|
|
| 46. |
- Guyader, Hugo, 1990-, et al.
(author)
-
Satisfaction and Loyalty for P2P Service Exchanges through Online Sharing Platforms (abstract).
- 2017
-
Conference paper (peer-reviewed)abstract
- This study aims to validate factors driving satisfaction and loyalty in P2P service exchanges: feelings of belonging to a community, cost saving incentive, environmental motivation, non-ownership benefits, perceived exchange authenticity, P2P trust, trust in the platform, and supply/demand ratio.Whereas previous studies exploring the determinants of satisfaction of P2P exchanges largely used the theory of reasoned action or planned behavior (Bucher et al. 2016; Hamari et al. 2015; Plouffe 2008; Teubner et al. 2016; Tussyadiah 2016), this study follows marketing researchers who built on the access paradigm with the concept of “non-ownership services” (Moeller & Wittkowski 2010), and “access based” -consumption or -services (Bardhi & Eckhardt 2012; Schaefers et al. 2016). The context of this study is ridesharing (carpooling in the U.S.), organized by online platform providers matching P2P service exchange participants: drivers offer transportation and passengers economically contributes to the trip. Whereas the aforementioned studies predominantly rely on vignette studies and survey data from M-Turk, this study, like Schaefers et al. (2015), is based on an original dataset collected from a large sample of active participants in long distance ridesharing, combing survey responses and actual behavioral measures originating from a platform’s exchange history (i.e. distance shared). The satisfaction and loyalty model was estimated using Smart PLS.Satisfaction with P2P services do not solely depends on utilitarian aspects (e.g. cost, convenience) but also emotional aspects (e.g. social interactions, fun) of the exchanges. A different set of satisfaction determinants is observed depending on the ridesharing participants’ initial motivations and attitudes. Participants sharing with a pro-social and communal style are more likely to use the platform again when satisfied with P2P service exchanges. However, participants sharing with an opportunistic style are less likely to remain loyal to the platform.
|
|
| 47. |
- Guyader, Hugo, 1990-
(author)
-
The Heart and Wallet Paradox of Collaborative Consumption
- 2019
-
Doctoral thesis (other academic/artistic)abstract
- Collaborative consumption is a peer-to-peer (P2P) exchange of goods and services facilitated by online platforms. This phenomenon is driven by technologies that make it easier and cheaper to redistribute and share the use of existing but underutilized private resources. It is embedded in the paradigm shift in society towards access-based consumption, in opposition to acquisition and private individual ownership. Firms take on the new role of enabler of collaborative consumption by developing online platforms and smartphone apps that facilitate P2P exchanges between people in their roles of peer providers and consumers.Collaborative consumption is anchored to two opposite logics of consumption: sharing and market exchange. This results in the Heart & Wallet paradox with its tensions between a pro-social orientation and communal norms on the one hand, and a for-profit orientation and market norms on the other hand. While diverse societal and regulatory aspects of the so-called “sharing economy” are discussed in popular debate, scholars have yet to catch up on the theoretical implications from these influences on business activities and consumer behavior.This thesis aims to improve the understanding of collaborative consumption by contributing to the conceptualization of this new phenomenon as intertwined with coexisting sharing and market logics. The research is based on two papers taking the perspective of the firms operating online platforms that facilitate collaborative consumption, and two papers taking the perspective of the peer providers and consumers participating in P2P exchanges. The context of shared mobility (i.e. P2P car rental, ridesharing) is explored through three cases, using interviews with online platform managers and participants in collaborative consumption, participant observation, a netnography, a cross-sectional survey of platform users, and document analyses.This thesis situates collaborative consumption in the access paradigm, based on the temporal redistribution and monetization of private resources facilitated via online platforms, while nurturing the feelings of communal belonging and the sharing ethos embedded in P2P exchanges. Investigating the tensions of the Heart & Wallet paradox of collaborative consumption, I highlight the opposing rationales between the sharing logic of the original nonmonetary practices initiated by grassroots communities and the market logic of platform business models. I further emphasize the key function of communal identification for participants and the role of perceived sharing authenticity—the pitfalls of sharewashing for firms. This thesis contributes to service research by advancing the understanding of P2P exchanges and the conceptualization of collaborative consumption.
|
|
| 48. |
|
|
| 49. |
|
|
| 50. |
- Hunter-Jones, Philippa, et al.
(author)
-
Visioning a hospitality-oriented patient experience (HOPE) framework in health care
- 2020
-
In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:5, s. 869-888
-
Journal article (peer-reviewed)abstract
- Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.
|
|
