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Publikasjoner (10 av 15) Visa alla publikasjoner
Johansson, N. (2007). Self-Service Recovery. (Doctoral dissertation). Karlstad: Karlstad University Studies
Åpne denne publikasjonen i ny fane eller vindu >>Self-Service Recovery
2007 (engelsk)Doktoravhandling, monografi (Annet vitenskapelig)
Abstract [en]

Services, by their very nature, are seldom error free. Service recovery is a set of actions a service

provider can take in order to repair a failure. Many services are also Internet-based, meaning that

the user produces and consumes the service alone. Self-services enabled by IT, referred to as selfservice

technology (SST), are characterized by an interaction between a user and a machine rather

than between two humans. Consequently, solving a problem due to an error in the self-service is

no longer conducted between two humans interacting in a face-to-face manner, but between a user

and a machine. Therefore, a new type of service recovery adhering to the self-service technology

context is needed and introduced as a new term in this dissertation:



Self-Service Recovery (SSR) is defined as the capability, enabled by self-service technology, of turning

user problems into solutions and improvements by means of sharing knowledge between users in order to

create value.



This dissertation has two purposes regarding self-service recovery: to describe what it is, and to

understand why it works. The purposes have been addressed by evolving two frameworks to

describe self-service recovery and understand why self-service recovery works. The contributions

of this dissertation reside in the frameworks, which enhance our understanding of self-service

recovery as a value creation activity through not only recovery, but also through improvement

and development of the service in question

sted, utgiver, år, opplag, sider
Karlstad: Karlstad University Studies, 2007
Emneord
Service recovery (SR), self-service technology (SST), self-service recovery (SSR), IT-enabler, value creation
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-23308 (URN)9170630992 (ISBN)
Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2018-01-11
Johansson, N. & Mollstedt, U. (2006). Revisiting Amit and Zott's model of value creation sources: The SymBelt Customer Center case. Journal of Theoretical and Applied Electronic Commerce Research, 1(3), 16-27
Åpne denne publikasjonen i ny fane eller vindu >>Revisiting Amit and Zott's model of value creation sources: The SymBelt Customer Center case
2006 (engelsk)Inngår i: Journal of Theoretical and Applied Electronic Commerce Research, ISSN 0718-1876, E-ISSN 0718-1876, Vol. 1, nr 3, s. 16-27Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Amit and Zott [2] recognized the importance of understanding value sources in electronic business (ebusiness).However, the concept of e-business is rather broad and therefore this paper suggests a more narrowfocus on the value of complementary services. The reason for this approach is an ever-increasing importancefor firms to provide complimentary services supporting products. Amit and Zotts [2] model of the sources ofvalue creation in e-business includes four dimensions of value creation; efficiency, lock-in, complementaritiesand novelty. In contrast to Amit and Zott [2], we suggest that the four dimensions of the model should not onlybe used as value creation sources, but moreover as value evaluation dimensions.The findings of this case study, where Metso Papers Internet-based service (a complementary service) andsome of their customers perceptions of the service have been studied, show that the customers have used theservices infrequently. This study also shows that in this specific business-to-business context, thecharacteristics of the product, which the Internet-based service supports, are vital. Therefore, we suggest amodification of Amit and Zotts [2] business model when used as a model for value evaluation of complementaryservices, to replace complementarities with nature of the core product.

sted, utgiver, år, opplag, sider
Curicó, Chile: Universidad de Talca, 2006
Emneord
Internet-based service, value evaluation, value creation
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-23094 (URN)
Merknad

Distrubution: This paper is Available online at www.jtaer.com

Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2018-01-11bibliografisk kontrollert
Johansson, N. (2005). Customer Value in a Self-Service Technology (SST) Context. Karlstad, Sweden, 2005:30
Åpne denne publikasjonen i ny fane eller vindu >>Customer Value in a Self-Service Technology (SST) Context
2005 (engelsk)Inngår i: / [ed] Nilsson, A.G., Gustas, R., Wojtkowski, W., Wojtkowski, W.G., Wrycza, S. & Zupancic, J., Karlstad, Sweden , 2005, Vol. 2005:30, s. 115-126Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Customers do not want services, not even good services. Customers are interested in the usefulness of products, i.e. the value of services and goods. The value is made up of the ability of the service to solve problems or satisfy needs that the customer might have (Echeverri and Edvardsson, 2002). Value is therefore important to comprehend regarding changes of value, feedback of customer value, creation of value and assessment of value. The importance of a value of goods and services is crucial to firms providing all types of products. This paper put emphasis on the understanding of customer value in a self-service technology (SST) context through development and recovery of services

sted, utgiver, år, opplag, sider
Karlstad, Sweden, 2005
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-17981 (URN)
Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2018-01-11
Johansson, N. & Kaiserlidis, L. (2005). Strategic Choices In IT-Enabled Occassions of Knowledge Acquisition: The Role of Information Technology & the Effects on Service Development. Paper presented at The E-Business Review, Vol. V. Paper presented at The E-Business Review, Vol. V. Nacogdoches, Texas, USA: The International Academy of E-Business
Åpne denne publikasjonen i ny fane eller vindu >>Strategic Choices In IT-Enabled Occassions of Knowledge Acquisition: The Role of Information Technology & the Effects on Service Development
2005 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Organizations of today compete more on knowledge than on any other aspect. The knowledge held within one organization distinguishes it from others by what it renders its holders, the employees, and in turn the organization. Knowledge is of particular interest to service firms where it constitutes the very core of all service activities, service functions as well as service outcomes. To these organizations developing a competitive edge entails constant knowledge development that is reflected in the service development processes. Customers are an important source to knowledge and information technology (IT) one channel to reach and create a dialogue with that source. The focus of this analytical paper is on strategic choices of IT-enabled knowledge acquisition opportunities concerning customer-held knowledge for service development processes. The paper illuminates the complexity of such strategic choices, the role of IT in theses occasions and the effects on the firms service development

sted, utgiver, år, opplag, sider
Nacogdoches, Texas, USA: The International Academy of E-Business, 2005
Emneord
Information Technology, Knowledge Acquisition, Service Development
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-23817 (URN)0970795548 (ISBN)
Konferanse
The E-Business Review, Vol. V
Merknad

Distrubution: Send an email to: Niklas.Johansson@kau.se

Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2018-01-11
Johansson, N. & Mollstedt, U. (2004). An Empirical Study to Assess the Use of a New Web-Based Customer Services System. Paper presented at Proceedings of the American Conference on Information Systems (AMCIS), August 6-8, 2004, New York, USA. Paper presented at Proceedings of the American Conference on Information Systems (AMCIS), August 6-8, 2004, New York, USA. New York, USA
Åpne denne publikasjonen i ny fane eller vindu >>An Empirical Study to Assess the Use of a New Web-Based Customer Services System
2004 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Assessing use is of vital importance for organizations selling and using web-based customer services systems. The purpose of this paper is to use a conceptual model to empirically study individuals assessments of a new web-based customer services system over time. The model consists of three phases; pre-use, test and use. The concepts of value and quality are discussed in relation to the three phases. In this paper an empirical study has been undertaken where data collection has been generated by the means of qualitative in-depth interviews over a period of two years. The main contribution of this paper is the understanding of the difference between the concepts of value and quality being illustrated in the conceptual model. Customers assessment of value and quality could have implications for companies developing new web-based customer services systems

sted, utgiver, år, opplag, sider
New York, USA: , 2004
Emneord
Assessment, Value, Quality, Web-Based Customer Services Systems
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-16870 (URN)
Konferanse
Proceedings of the American Conference on Information Systems (AMCIS), August 6-8, 2004, New York, USA
Merknad

Distrubution: Kontakta författarna

Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2018-01-11
Johansson, N. & Kaiserlidis, L. (2004). New Service Development and IT-based Knowledge Acquisition. Paper presented at Proceedings of the QUIS 9 Symposium 2004, Karlstad, Sweden. Paper presented at Proceedings of the QUIS 9 Symposium 2004, Karlstad, Sweden. Karlstad, Sweden
Åpne denne publikasjonen i ny fane eller vindu >>New Service Development and IT-based Knowledge Acquisition
2004 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

This paper focuses on external knowledge acquisition from customers by means of information technology for service development purposes. It pays particular attention to internal as well as external processes such as service recovery and the connection with organizational structures such as virtual communities. Moreover, the customers role in the process of service development is also emphasised as well as techniques for knowledge acquisition. The aim of this paper is to conceptually explore how IT-based external knowledge acquisition from customers may be used for service development purposes

sted, utgiver, år, opplag, sider
Karlstad, Sweden: , 2004
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-21790 (URN)918501981X (ISBN)
Konferanse
Proceedings of the QUIS 9 Symposium 2004, Karlstad, Sweden
Merknad

Distrubution: Kontakta författarna

Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2018-01-11
Johansson, N. (2004). Self-Service Recovery: Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective. (Licentiate dissertation). Karlstad: Karlstad University Studies
Åpne denne publikasjonen i ny fane eller vindu >>Self-Service Recovery: Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective
2004 (engelsk)Licentiatavhandling, monografi (Annet vitenskapelig)
Abstract [en]

The infusion of information technology (IT) into the service industry has been apparent in many respects. Positive aspects, such as greater flexibility, shorter lead-times and the improved use of resources, belong to the advantages gained by infusing IT into services. However, there are some negative aspects as well. Services, by their very nature, are seldom error free. This has not changed as a result of the infusion of IT. What has changed, however, is the role of the customer. Many of the services of today, which have been developed in close association with IT, do not offer customers the possibility to obtain face-to-face help from the service provider. One example is the software industry, where customers very often need to identify the failure, search for a solution and then apply it. And, most importantly, they do this unaided.



This study describes the process that occurs when a customer solves a problem with an IT-based service when the service provider offers no human interaction. This process is labelled self-service recovery. This is achieved by developing a framework that describes self-service recovery from a management and IT perspective. The framework is developed on the basis of three research studies, plus additional literature studies.



Niklas Johansson is a doctoral student at Karlstad University and member of the Swedish research school of Management and IT (MIT)

sted, utgiver, år, opplag, sider
Karlstad: Karlstad University Studies, 2004
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-23309 (URN)9185019674 (ISBN)
Merknad

Distrubution: Kontakta författare

Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2018-01-11
Johansson, N. & Mollstedt, U. (2003). A Conceptual Model to Assess and Evaluate Use of a New ICT-based Service. Paper presented at Proceedings of the 10th European Conference on Information Technology Evaluation 2003, Madrid, Spain. Paper presented at Proceedings of the 10th European Conference on Information Technology Evaluation 2003, Madrid, Spain. Madrid, Spain
Åpne denne publikasjonen i ny fane eller vindu >>A Conceptual Model to Assess and Evaluate Use of a New ICT-based Service
2003 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Assessing use is of vital importance for organizations selling and using ICT-based services. The purpose of this paper is to present a conceptual model to assess and evaluate individuals use of new ICT-based services. The model consists of three phases; pre-use, test and use. The concepts of utility and quality are discussed in relation to the three phases. When developing new services in a context highly influenced by information technology, assessment of ICT-based services has implications for individuals and organizations

sted, utgiver, år, opplag, sider
Madrid, Spain: , 2003
Emneord
Assessment, Evaluation, User, ICT-based services, Utility, Quality
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-16516 (URN)0954457730 (ISBN)
Konferanse
Proceedings of the 10th European Conference on Information Technology Evaluation 2003, Madrid, Spain
Merknad

Distrubution: Kontakta författarna

Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2018-01-11
Johansson, N., Mollstedt, U. & Carlsson, S. (2003). A Conceptual Model to Assess Use of a New IT-based Service. Paper presented at Proceedings of the 11th International Colloquium in Relationship Marketing 2003, Cheltenham, UK. Paper presented at Proceedings of the 11th International Colloquium in Relationship Marketing 2003, Cheltenham, UK. Cheltenham, UK
Åpne denne publikasjonen i ny fane eller vindu >>A Conceptual Model to Assess Use of a New IT-based Service
2003 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Assessing use is of vital importance for organizations selling and using ICT-based (information and communication technology) services. The purpose of this paper is to present a conceptual model to assess individuals use of new ICT-based services. The model consists of three phases; pre-use, test and use. The concepts of utility and quality are discussed in relation to the three phases. Customers assessment of an ICT-based service has implications for organizations when developing new services. A greater knowledge in this field could have implications for managers understanding of the buyer-seller relationship in a context highly influenced by information technology

sted, utgiver, år, opplag, sider
Cheltenham, UK: , 2003
Emneord
Assessment, User, ICT-based services, Information systems
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-16517 (URN)1861741391 (ISBN)
Konferanse
Proceedings of the 11th International Colloquium in Relationship Marketing 2003, Cheltenham, UK
Merknad

Distrubution: Kontakta författarna

Tilgjengelig fra: 2013-01-21 Laget: 2013-01-21 Sist oppdatert: 2018-01-11
Johansson, N. & Pettersson,, M. (2002). Self Service Recovery - en undersökning av SAS Self Service Automater. Karlstad
Åpne denne publikasjonen i ny fane eller vindu >>Self Service Recovery - en undersökning av SAS Self Service Automater
2002 (svensk)Rapport (Fagfellevurdert)
sted, utgiver, år, opplag, sider
Karlstad: , 2002
Serie
Examensarbete i företagsekonomi
HSV kategori
Forskningsprogram
Informatik
Identifikatorer
urn:nbn:se:kau:diva-23294 (URN)
Tilgjengelig fra: 2013-01-22 Laget: 2013-01-22 Sist oppdatert: 2018-01-11
Organisasjoner
Identifikatorer
ORCID-id: ORCID iD iconorcid.org/0000-0002-7403-5703