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Vink, J., Joly, M. P., Wetter-Edman, K., Tronvoll, B. & Edvardsson, B. (2019). Changing the Rules of the Game in Healthcare Through Service Design. In: Pfannstiel M. A. and Rasche C. (Ed.), Service Design and Service Thinking in Healthcare and Hospital Management: (pp. 19-37). Switzerland: Springer
Open this publication in new window or tab >>Changing the Rules of the Game in Healthcare Through Service Design
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2019 (English)In: Service Design and Service Thinking in Healthcare and Hospital Management / [ed] Pfannstiel M. A. and Rasche C., Switzerland: Springer, 2019, p. 19-37Chapter in book (Other academic)
Abstract [en]

Innovation in healthcare requires changing the institutional arrangements or whatare often referred to as “the rules of the game.” Such a change demands that actorsdo institutional work—intentionally creating, disrupting, and maintaining theentrenched ways of operating within the system. This chapter explores how servicedesign practices contribute to changing the rules of the game in healthcare byintegrating research on service design and institutional work. Based on a literaturereview, five characteristics of service design practices—multidisciplinary, experiential, participatory, experimental, and reflective—are highlighted and linkedto the antecedents of institutional work. Illustrative examples of service designprojects from Experio Lab, an embedded service design group in the Swedishhealthcare system, are used to contextualize the findings. In doing so, this chapterprovides a clear rationale for how service design practices enable innovation inhealthcare and offer insights for healthcare practitioners interested in workingtoward institutional change through service design.

Place, publisher, year, edition, pages
Switzerland: Springer, 2019
Keywords
service design, innovation, healthcare, institutional theory, institutions
National Category
Health Care Service and Management, Health Policy and Services and Health Economy
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-71966 (URN)10.1007/978-3-030-00749-2_2 (DOI)978-3-030-00748-5 (ISBN)
Available from: 2019-05-05 Created: 2019-05-05 Last updated: 2019-05-16Bibliographically approved
Tronvoll, B. & Edvardsson, B. (2019). Exploring Customers' Experiences of Service Co-Recovery. Paper presented at Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND. Service Science, 11(3), 189-200
Open this publication in new window or tab >>Exploring Customers' Experiences of Service Co-Recovery
2019 (English)In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 189-200Article in journal (Refereed) Published
Abstract [en]

The occurrence of a service recovery situation shows that the intended service exchange has failed because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following this service failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a "wheel of customer co-recovery" model. Overall, the article contributes to a deeper understanding of service recovery and the drivers of customers' experiences of service co-recovery.

Place, publisher, year, edition, pages
CATONSVILLE, MD: Institute for Operations Research and the Management Sciences (INFORMS), 2019
Keywords
service recovery, customer complaint behavior, customer experience, co-recovery, customer co-recovery experience
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-75930 (URN)10.1287/serv.2019.0246 (DOI)000492697800004 ()
Conference
Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND
Available from: 2019-12-12 Created: 2019-12-12 Last updated: 2019-12-12Bibliographically approved
Tronvoll, B., Edvardsson, B. & Möllerskov-Jonzon, M. (2019). From customer feedback to innovation: The IKEA innovation journey from screws to click. In: Per Kristenson, Peter Magnusson, Lars Witell (Ed.), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation: (pp. 75-93). World Scientific
Open this publication in new window or tab >>From customer feedback to innovation: The IKEA innovation journey from screws to click
2019 (English)In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristenson, Peter Magnusson, Lars Witell, World Scientific, 2019, p. 75-93Chapter in book (Other academic)
Abstract [en]

The following sections are included: Introduction Democratic Design as a Basis for Customer-Centric Innovation Discussion References

Place, publisher, year, edition, pages
World Scientific, 2019
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-73359 (URN)10.1142/9789813273382_0005 (DOI)2-s2.0-85067156086 (Scopus ID)9789813273382 (ISBN)9789813273375 (ISBN)
Available from: 2019-07-02 Created: 2019-07-02 Last updated: 2019-07-02Bibliographically approved
Arsenovic, J., Edvardsson, B. & Tronvoll, B. (2019). Moving Toward Collaborative Service Recovery: A Multiactor Orientation. Paper presented at Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND. Service Science, 11(3), 201-212
Open this publication in new window or tab >>Moving Toward Collaborative Service Recovery: A Multiactor Orientation
2019 (English)In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 201-212Article in journal (Refereed) Published
Abstract [en]

Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed the customer's role in recovery situations, and the recent dyadic orientation has explored the effectiveness of their joint efforts. However, earlier conceptualizations failed to take adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer's experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.

Place, publisher, year, edition, pages
CATONSVILLE, MD: Institute for Operations Research and the Management Sciences (INFORMS), 2019
Keywords
customer experience, service recovery, customer collaboration, corecovery, service failure
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-75929 (URN)10.1287/serv.2019.0241 (DOI)000492697800005 ()
Conference
Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND
Available from: 2019-12-12 Created: 2019-12-12 Last updated: 2019-12-12Bibliographically approved
Sklyar, A., Kowalkowski, C., Tronvoll, B. & Sörhammar, D. (2019). Organizing for digital servitization: A service ecosystem perspective. Journal of Business Research, 104, 450-460
Open this publication in new window or tab >>Organizing for digital servitization: A service ecosystem perspective
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 450-460Article in journal (Refereed) Published
Abstract [en]

Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits. 

Place, publisher, year, edition, pages
Elsevier, 2019
Keywords
centralization, digitalization, digitization, integration, service ecosystem, servitization
National Category
Business Administration Social Sciences Interdisciplinary
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-71506 (URN)10.1016/j.jbusres.2019.02.012 (DOI)000484647500036 ()2-s2.0-85061441831 (Scopus ID)
Available from: 2019-03-14 Created: 2019-03-14 Last updated: 2019-10-07Bibliographically approved
Sklyar, A., Kowalkowski, C., Sorhammar, D. & Tronvoll, B. (2019). Resource integration through digitalisation: a service ecosystem perspective. Journal of Marketing Management, 35(11-12), 974-991
Open this publication in new window or tab >>Resource integration through digitalisation: a service ecosystem perspective
2019 (English)In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, no 11-12, p. 974-991Article in journal (Refereed) Published
Abstract [en]

As digitalisation increasingly encompasses entire service ecosystems, it modifies resource integration patterns that connect ecosystem actors through strong and weak ties. To clarify how technological development contributes to this change, and how resource integration transforms the service ecosystem, this qualitative case study explores the digitalisation strategy of a market-leading systems integrator in the maritime industry. Based on 40 depth interviews with managers, the findings show how technology increasingly serves as a key operant resource in the transformation of resource integration patterns. The study contributes to ecosystem dynamics research by identifying major differences between the pre-digitalised and digitalised states of a service ecosystem, and demonstrates the dual role of technology in both increasing pattern complexity and facilitating coordination of that complexity.

Place, publisher, year, edition, pages
Taylor & Francis, 2019
Keywords
Digitalisation, service ecosystems, resource integration, servitization, strong and weak ties, operant resources
National Category
Economics and Business
Research subject
Economics
Identifiers
urn:nbn:se:kau:diva-72116 (URN)10.1080/0267257X.2019.1600572 (DOI)000466220700001 ()
Available from: 2019-05-23 Created: 2019-05-23 Last updated: 2019-09-12Bibliographically approved
Findsrud, R. G., Tronvoll, B. & Edvardsson, B. (2018). Motivation: The missing driver for theorizing about resource integration. Marketing Theory, 18(4), 493-519
Open this publication in new window or tab >>Motivation: The missing driver for theorizing about resource integration
2018 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 18, no 4, p. 493-519Article in journal (Refereed) Published
Abstract [en]

Resource integration is vital to value co-creation. However, most research focuses on competencies as enablers of resource integration and the social aspects that guide them. Based on a literature review of resource integration and motivation theories, this article proposes including motivation as a driver of resource integration and integrating concepts from motivation theories into the resource integration process. This approach extends the understanding and conceptualization of actors’ resource integration processes, such that motivation determines the direction, intensity, and persistence of effort. When they engage in behavioral and cognitive activities, actors interact with resources, which informs the actors and influences their competences and motivation. Accordingly, motivation is central for a clear understanding of the psychological mechanisms of resource integration processes, as motivation expands the explanatory power of sociological factors by including intensity and persistence.

Place, publisher, year, edition, pages
Sage Publications, 2018
Keywords
Competencies, effort, institutions, motivation, resource integration, value co-creation
National Category
Business Administration Information Systems, Social aspects Social Sciences Interdisciplinary
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-67083 (URN)10.1177/1470593118764590 (DOI)000453097100004 ()2-s2.0-85044519907 (Scopus ID)
Available from: 2018-04-19 Created: 2018-04-19 Last updated: 2019-03-14Bibliographically approved
Vink, J., Edvardsson, B., Wetter-Edman, K. & Tronvoll, B. (2018). Reshaping mental models – enabling innovation through service design. Journal of Service Management, 30(1), 75-104
Open this publication in new window or tab >>Reshaping mental models – enabling innovation through service design
2018 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, no 1, p. 75-104Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation of their environment. Design/methodology/approach: This paper offers a conceptual framework for innovation in service ecosystems through service design that connects the macro view of innovation as changing institutional arrangements with the micro view of innovation as reshaping actors’ mental models. Furthermore, through an 18-month ethnographic study of service design practices in the context of healthcare, how service design practices reshape mental models to enable innovation is investigated. Findings: This research highlights that service design reshapes mental models through the practices of sensing surprise, perceiving multiples and embodying alternatives. This paper delineates the enabling conditions for these practices to occur, such as coaching, diverse participation and supportive physical materials. Research limitations/implications: This study brings forward the underappreciated role of actors’ mental models in innovation. It highlights that innovation in service ecosystems is not simply about actors making changes to their external context but also actors shifting their own assumptions and beliefs. Practical implications: This paper offers insights for service managers and service designers interested in supporting innovation on how to catalyze shifts in actors’ mental models by creating the conditions for specific service design practices. Originality/value: This paper is the first to shed light on the central role of actors’ mental models in innovation and identify the service design practices that reshape mental models.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018
Keywords
Innovation, Institutional arrangements, Institutional work, Mental models, Service design, Service ecosystems
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-71248 (URN)10.1108/JOSM-08-2017-0186 (DOI)000458664200004 ()2-s2.0-85058100079 (Scopus ID)
Available from: 2019-02-21 Created: 2019-02-21 Last updated: 2019-05-05Bibliographically approved
Koskela-Huotari, K., Edvardsson, B. & Tronvoll, B. (2018). Resource integration and the emergence of novel resources. In: Vargo, S. L. and Lusch, R. F. (Ed.), The SAGE Handbook of Service-Dominant Logic: (pp. 372-387). London: Sage Publications
Open this publication in new window or tab >>Resource integration and the emergence of novel resources
2018 (English)In: The SAGE Handbook of Service-Dominant Logic / [ed] Vargo, S. L. and Lusch, R. F., London: Sage Publications, 2018, p. 372-387Chapter in book (Refereed)
Place, publisher, year, edition, pages
London: Sage Publications, 2018
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-70011 (URN)9781526402837 (ISBN)
Available from: 2018-11-01 Created: 2018-11-01 Last updated: 2019-02-04Bibliographically approved
Polese, F., Pels, J., Tronvoll, B., Bruni, R. & Carrubbo, L. (2017). A4A relationships. Journal of service theory and practice, 27(5), 1040-1056
Open this publication in new window or tab >>A4A relationships
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2017 (English)In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 27, no 5, p. 1040-1056Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to investigate the characteristics of actors that allow them to relate to others actors in the system through shared intentionality (orientation) and the nature of the A4A relationship and the results that such interactions bring to the emergent system based on this shared purpose (finality). Design/methodology/approach - The topic is approached by theoretical analysis and conceptual development of three integrative frameworks: the sociological perspective, service-dominant logic and a particular perspective of system thinking: the viable system approach (vSa). Findings - The A4A relationships involve value co-creation based on actors integrating their resources and acting with intentionality to obtain value by providing benefits to other parties and by belonging to the emergent viable system; actor acts for other actors directly involved in the relationship generating positive effects for the whole system in which it is contextualized. Research limitations/implications - Future empirical research might better support findings. Social implications - Many social implications deriving from an augmented role of actors engaged within social relationships in co-creation exchanges. From the title of the paper A4A over on the manuscript describes numerous social inferences of actors in co-creation. Originality/value - A4A is a relationship formed by actors that interact for the benefit of the whole system in which are involved. They find own benefit from the benefit created for the system in which they live and act. In A4A relationships the value of the single actor comes from the participation to the viability of the whole system.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2017
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-65857 (URN)10.1108/JSTP-05-2017-0085 (DOI)000409817300007 ()
Available from: 2018-01-25 Created: 2018-01-25 Last updated: 2018-07-04Bibliographically approved
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Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-5605-9285

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