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Caruelle, D., Gustafsson, A., Shams, P. & Lervik-Olsen, L. (2019). The use of electrodermal activity (EDA) measurement to understand consumer emotions: A literature review and a call for action. Journal of Business Research, 104, 146-160
Åpne denne publikasjonen i ny fane eller vindu >>The use of electrodermal activity (EDA) measurement to understand consumer emotions: A literature review and a call for action
2019 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, s. 146-160Artikkel, forskningsoversikt (Fagfellevurdert) Published
Abstract [en]

Electrodermal activity (EDA) is a psychophysiological indicator of emotional arousal. EDA measurement was first employed in consumer research in 1979 but has been scarcely used since. In the past decade, the ease of access to EDA recording equipment made EDA measurement more frequent in studies of consumer emotions. Additionally, recent calls to include physiological data in consumer studies have been voiced, which in turn is increasing the interest in EDA. Such a growing interest calls for assessing why and how EDA measurement has been used and should be used in consumer research. To this end, we undertook a critical review of studies of consumer emotions that employed EDA measurement. We found that most of these studies did not sufficiently report how they recorded and analyzed EDA data, which in turn impeded the replication of the findings. We therefore make recommendations derived from the psychophysiology literature to help consumer researchers get meaningful insights from EDA measurements. Finally, we call on researchers to be more transparent when reporting how they recorded and analyzed EDA data.

sted, utgiver, år, opplag, sider
New York, USA: , 2019
Emneord
Electrodermal activity, Customer experience, Emotion, Physiological measurement, Arousal
HSV kategori
Forskningsprogram
Företagsekonomi; Psykologi
Identifikatorer
urn:nbn:se:kau:diva-75097 (URN)10.1016/j.jbusres.2019.06.041 (DOI)000484647500011 ()
Tilgjengelig fra: 2019-10-07 Laget: 2019-10-07 Sist oppdatert: 2019-10-28bibliografisk kontrollert
Myhrén, P., Witell, L., Gustafsson, A. & Gebauer, H. (2018). Incremental and radical open service innovation. Journal of Services Marketing, 32(2), 101-112
Åpne denne publikasjonen i ny fane eller vindu >>Incremental and radical open service innovation
2018 (engelsk)Inngår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 32, nr 2, s. 101-112Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study's interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

sted, utgiver, år, opplag, sider
Emerald Group Publishing Limited, 2018
Emneord
Service innovation, Open innovation, Radical innovation, Incremental innovation, New service development, Case study method
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-66877 (URN)10.1108/JSM-04-2016-0161 (DOI)000427270500001 ()
Tilgjengelig fra: 2018-03-29 Laget: 2018-03-29 Sist oppdatert: 2019-05-13bibliografisk kontrollert
Otterbring, T., Ringler, C., Sirianni, N. J. & Gustafsson, A. (2018). The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers' Status-Signaling Consumption. Journal of Marketing Research, 55(1), 69-79
Åpne denne publikasjonen i ny fane eller vindu >>The Abercrombie & Fitch Effect: The Impact of Physical Dominance on Male Customers' Status-Signaling Consumption
2018 (engelsk)Inngår i: Journal of Marketing Research, ISSN 0022-2437, E-ISSN 1547-7193, Vol. 55, nr 1, s. 69-79Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Consumer lay theory suggests that women will spend more money than men in the presence of a physically dominant male employee, whereas theories of intrasexual competition from evolutionary psychology predict the opposite outcome. A retail field study demonstrates that male customers spend more money and purchase more expensive products than their female counterparts in the presence (vs. absence) of a physically dominant male employee. This effect has a more powerful impact on male customers who lack bodily markers of dominance (shorter stature or measures linked to lower levels of testosterone). When confronted with other physically dominant (vs. nondominant) men, these male customers are particularly prone to signal status through price or logo size. Their elevated feelings of intrasexual (male-to-male) competitiveness drive them to spend more money on status-signaling, but not functional, products and to prefer and draw larger brand logos. Because pictorial exposure is sufficient for the effect to occur, these findings are not limited to in-store interactions with dominant male employees but have broad implications for marketing and advertising.

sted, utgiver, år, opplag, sider
Chicago, Illinois: American Marketing Association, 2018
Emneord
status-signaling consumption, physical dominance, 2D:4D digit ratio, field study, evolutionary psychology
HSV kategori
Forskningsprogram
Psykologi
Identifikatorer
urn:nbn:se:kau:diva-66408 (URN)10.1509/jmr.15.0247 (DOI)000423989800005 ()
Tilgjengelig fra: 2018-02-16 Laget: 2018-02-16 Sist oppdatert: 2019-11-04bibliografisk kontrollert
Patricio, L., Gustafsson, A. & Fisk, R. (2018). Upframing Service Design and Innovation for Research Impact. Journal of Service Research, 21(1), 3-16
Åpne denne publikasjonen i ny fane eller vindu >>Upframing Service Design and Innovation for Research Impact
2018 (engelsk)Inngår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 21, nr 1, s. 3-16Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Service design and innovation are receiving greater attention from the service research community because they play crucial roles in creating new forms of value cocreation with customers, organizations, and societal actors in general. Service innovation involves a new process or service offering that creates value for one or more actors in a service network. Service design brings new service ideas to life through a human-centered and holistic design thinking approach. However, service design and innovation build on dispersed multidisciplinary contributions that are still poorly understood. The special issue that follows offers important contributions through the examination of service design and innovation literature, the links between service design and innovation, the role of customers in service design and innovation, and service design and innovation for well-being. Building on these contributions, this article develops a future research agenda in three areas: (1) reinforcing and expanding the foundations of service design and innovation by integrating multiple perspectives and methods; (2) advancing service design and innovation by improving the connection between the two areas, deepening actor involvement, and leveraging the role of technology; and (3) upframing service design and innovation to strengthen research impact by innovating complex value networks and service ecosystems and by building a cornerstone for transformative service research.

sted, utgiver, år, opplag, sider
Thousand Oaks: Sage Publications, 2018
Emneord
service design, service innovation, transformative research, design research
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-65965 (URN)10.1177/1094670517746780 (DOI)000419137300001 ()
Tilgjengelig fra: 2018-01-25 Laget: 2018-01-25 Sist oppdatert: 2018-06-08bibliografisk kontrollert
Glaa, B., Witell, L., Löfgren, M. & Gustafsson, A. (2017). From free to fee: changing the revenue model for individual services. In: Shaun West, Heiko Gebauer, Tim Baines (Ed.), Proceeding of the Spring Servitization Conference: internationalisation through servitization. Paper presented at Spring Servitization Conference (SSC 2017), Lucerne 15-17 May 2017 (pp. 172-181). Birmingham, UK: Aston university
Åpne denne publikasjonen i ny fane eller vindu >>From free to fee: changing the revenue model for individual services
2017 (engelsk)Inngår i: Proceeding of the Spring Servitization Conference: internationalisation through servitization / [ed] Shaun West, Heiko Gebauer, Tim Baines, Birmingham, UK: Aston university , 2017, s. 172-181Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

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.

sted, utgiver, år, opplag, sider
Birmingham, UK: Aston university, 2017
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-75435 (URN)978-1-85449-418-4 (ISBN)
Konferanse
Spring Servitization Conference (SSC 2017), Lucerne 15-17 May 2017
Tilgjengelig fra: 2019-10-23 Laget: 2019-10-23 Sist oppdatert: 2019-10-23bibliografisk kontrollert
Perks, H., Kowalkowski, C., Witell, L. & Gustafsson, A. (2017). Network orchestration for value platform development. Industrial Marketing Management, 67, 106-121
Åpne denne publikasjonen i ny fane eller vindu >>Network orchestration for value platform development
2017 (engelsk)Inngår i: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 67, s. 106-121Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

The traditional firm and product-centric view of platforms is changing. Platforms are increasingly developed around value that is co-created with a network of actors. In such settings, lead firms shape their environments and develop value platforms through network orchestration. This study examines how lead firms mobilize network relationships to support and build novel value platforms. The research adopts a multiple case study methodology, investigating the development of six value platforms in network settings within Europe. A large-scale interview program over several years was conducted. The findings unravel practices constituting four overarching network orchestration mechanisms in the value platform development context; envisioning, inducing innovativeness, legitimizing, and adjusting. The study explains the relationships and interplay between the orchestration mechanisms and articulates theoretical and managerial contributions.

sted, utgiver, år, opplag, sider
New York: Elsevier, 2017
Emneord
Value platforms, Network orchestration, Mechanisms, Business networks, Value-creating systems
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-65971 (URN)10.1016/j.indmarman.2017.08.002 (DOI)000418987500008 ()
Tilgjengelig fra: 2018-01-25 Laget: 2018-01-25 Sist oppdatert: 2018-06-08bibliografisk kontrollert
Gebauer, H., Saul, C. J., Haldimann, M. & Gustafsson, A. (2017). Organizational capabilities for pay-per-use services in product-oriented companies. International Journal of Production Economics, 192, 157-168
Åpne denne publikasjonen i ny fane eller vindu >>Organizational capabilities for pay-per-use services in product-oriented companies
2017 (engelsk)Inngår i: International Journal of Production Economics, ISSN 0925-5273, E-ISSN 1873-7579, Vol. 192, s. 157-168Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Pay-per-use services are an interesting phenomenon, both empirically and theoretically. Despite the alleged benefits, companies still struggle to succeed with pay-per-use services. Theoretically, it is common sense that existing service capabilities cannot easily be converted into organizational capabilities for pay-per-use services. Based on multiple case studies, the present article narrows down the existing empirical and theoretical gaps through an inductive research approach. Our findings make the following contributions to the field of services in product-oriented companies and to the servitization literature. We describe the organizational capabilities necessary for pay-per-use services (e.g., financing such services, aligning costs with equipment usage, and collaborating with customers). We reveal that companies should convert these capabilities into three core competencies (strategizing pay-per-use services, utilizing technologies for pay-per-use services, and de-risking pay-per-use services), in order to achieve competitive advantages.

sted, utgiver, år, opplag, sider
Amsterdam: Elsevier, 2017
Emneord
Pay-per-use services, Capabilities, Business model innovation, Financing Knowledge-based view of the firm, Product usage
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-65871 (URN)10.1016/j.ijpe.2016.12.007 (DOI)000412041200014 ()
Tilgjengelig fra: 2018-01-25 Laget: 2018-01-25 Sist oppdatert: 2019-07-12bibliografisk kontrollert
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R. & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269-280
Åpne denne publikasjonen i ny fane eller vindu >>Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Vise andre…
2017 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 269-280Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

sted, utgiver, år, opplag, sider
New York: Elsevier, 2017
Emneord
Service research, Service experienc, Service encounters, Pre-core encounter, Core encounter, Post-core encounter
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-65720 (URN)10.1016/j.jbusres.2017.04.014 (DOI)000406983600026 ()
Tilgjengelig fra: 2018-01-18 Laget: 2018-01-18 Sist oppdatert: 2018-08-15bibliografisk kontrollert
Gustafsson, A. & Bowen, D. E. (2017). The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?. Journal of Business Research, 79, 212-218
Åpne denne publikasjonen i ny fane eller vindu >>The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?
2017 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 212-218Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

This article introduces some service research challenges and opportunities then comments on the articles in this special issue on emergent topics in service research. It is an exciting time for service research as the area is rapidly developing and growing on a global basis. Service research is also especially apt for interdisciplinary as service is not developed by any one function in a company; it is a purpose in some way for everyone across the organization regardless of where they are working. It is strange, then, that we have not advanced further on interdisciplinary research, particularly since it has been in focus for a long time in the field. In this opinion piece we take the opportunity to suggest ways forward that include goals of mastering paradoxical thinking and making a difference.

sted, utgiver, år, opplag, sider
New York: , 2017
Emneord
SERVICE RESEARCH, RESEARCH PRIORITIES, CREATION, PARADOX, AGENDA, FUTURE, LOGIC
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-65717 (URN)10.1016/j.jbusres.2017.05.006 (DOI)000406983600020 ()
Tilgjengelig fra: 2018-01-18 Laget: 2018-01-18 Sist oppdatert: 2018-06-08bibliografisk kontrollert
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863-2872
Åpne denne publikasjonen i ny fane eller vindu >>Defining service innovation: A review and synthesis
Vise andre…
2016 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 8, s. 2863-2872Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

sted, utgiver, år, opplag, sider
Elsevier, 2016
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-42335 (URN)10.1016/j.jbusres.2015.12.055 (DOI)000377726600026 ()2-s2.0-84955238016 (Scopus ID)
Tilgjengelig fra: 2016-06-07 Laget: 2016-05-23 Sist oppdatert: 2019-07-12bibliografisk kontrollert
Organisasjoner
Identifikatorer
ORCID-id: ORCID iD iconorcid.org/0000-0001-8278-1442