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Publications (10 of 57) Show all publications
Echeverri, P. & Salomonson, N. (2019). Consumer vulnerability during mobility service interactions: causes, forms and coping. Journal of Marketing Management, 35(3-4), 364-389
Open this publication in new window or tab >>Consumer vulnerability during mobility service interactions: causes, forms and coping
2019 (English)In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, no 3-4, p. 364-389Article in journal (Refereed) Published
Abstract [en]

Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.

Place, publisher, year, edition, pages
Taylor & Francis, 2019
Keywords
Consumer vulnerability, coping strategies, mobility service, service interactions, transformative service research, well-being
National Category
Business Administration Information Systems, Social aspects
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-71292 (URN)10.1080/0267257X.2019.1568281 (DOI)000463909000007 ()2-s2.0-85060809249 (Scopus ID)
Available from: 2019-02-21 Created: 2019-02-21 Last updated: 2019-05-02Bibliographically approved
Echeverri, P. (2018). Co-creating sociality: Organizational and marketing in voluntary organizations. Service Industries Journal, 38(5-6), 282-302
Open this publication in new window or tab >>Co-creating sociality: Organizational and marketing in voluntary organizations
2018 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 38, no 5-6, p. 282-302Article in journal (Refereed) Published
Abstract [en]

A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create transformative services.

Place, publisher, year, edition, pages
Taylor & Francis, 2018
Keywords
Voluntary organizations, Marketing approach, Integration, Organisational identity, S-D logic
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-63026 (URN)10.1080/02642069.2017.1374373 (DOI)000426955100002 ()
Available from: 2017-09-11 Created: 2017-09-11 Last updated: 2019-11-08Bibliographically approved
Echeverri, P. & Åkesson, M. (2018). Professional identity in service work: why front-line employees do what they do. Journal of service theory and practice, 28(3), 315-335
Open this publication in new window or tab >>Professional identity in service work: why front-line employees do what they do
2018 (English)In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 28, no 3, p. 315-335Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to identify the key elements of professional identity in service work in order to provide more in-depth theoretical explanations as to why service workers do as they do while co-creating service. Design/methodology/approach: This study takes a multi-perspective on professional identity, i.e. using both an employee and a customer perspective, arguing that the phenomenon mainly consists of what these interactants jointly do during the service interaction and of the meanings that are attributed to it. The authors draw on a detailed empirical study of professionals working at a customer centre. Methodologically, the study is based on practice theory, which helps us to illuminate and analyse both the micro practices and the meaning attributed to the professional identity of service workers. Findings: The key elements of professional identity in service work are outlined within a framework that describes and explains three different facets of the service workers’ professional identity, i.e. as a core (i.e. individual resources, cognitive understanding, interaction), as conditions (i.e. service prerequisites), and as contour (i.e. demeanour and functions). Research limitations/implications: The findings are based on an empirical data set from a public transport customer centre. As the results are limited to one context, they do not provide statistical generalizability. Although limited to one service industry, the findings may still be of high relevance to a wide range of service organisations. Practical implications: The study shows the significance of managers not just talking about the importance of being service-minded; more exactly, a wide range of service prerequisites, beyond cognitive understanding, needs to be in place. It is crucial that service workers are given the time to develop their contextual knowledge of their customers, and of other parts of the service organisation. Originality/value: This study offers original empirical contributions concerning the key elements of professional identity. An alternative conceptualization of professional identity is provided, through which the paper adds to service research, explaining more specifically what kinds of knowledge and skills are in use during the co-creation of services.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018
Keywords
Professional identity, Service co-creation, Service dominant logic, Service encounter, Service logic, Service work
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-66834 (URN)10.1108/JSTP-11-2016-0212 (DOI)000432185600003 ()2-s2.0-85043471994 (Scopus ID)
Available from: 2018-03-23 Created: 2018-03-23 Last updated: 2019-11-09Bibliographically approved
Echeverri, P. & Salomonson, N. (2017). Bi-directional and stratified demeanour in value forming service encounter interactions. Journal of Retailing and Consumer Services, 36, 93-102
Open this publication in new window or tab >>Bi-directional and stratified demeanour in value forming service encounter interactions
2017 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, p. 93-102Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility service seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.

Keywords
Value co-creation; Bi-directionality; Interaction; Service encounter; Demeanour;
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-62975 (URN)10.1016/j.jretconser.2017.01.007 (DOI)000401368700010 ()
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2018-01-04Bibliographically approved
Echeverri, P. & Salomonson, N. (2017). Embodied value co-creation: A turn-taking perspective on service encounter interactions. Journal of Creating Value, 3(1), 33-49
Open this publication in new window or tab >>Embodied value co-creation: A turn-taking perspective on service encounter interactions
2017 (English)In: Journal of Creating Value, ISSN 2394-9643, Vol. 3, no 1, p. 33-49Article in journal (Refereed) Published
Abstract [en]

This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value–i.e. the specific reciprocal and embodied actions in service encounters.

For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.

The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and uncovers how the interactants reciprocally use multiple modes in the production of social outcomes.

Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.

Place, publisher, year, edition, pages
Sage Publications, 2017
Keywords
Value co-creation, service encounter, interaction, turn-taking, embodied action
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-62969 (URN)10.1177/2394964317693341 (DOI)
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2018-04-13Bibliographically approved
Echeverri, P. (2017). InSitu Methodology: Outlining a New Direction for Service Research. European Review of Service Economics and Management, 1(3), 77-103
Open this publication in new window or tab >>InSitu Methodology: Outlining a New Direction for Service Research
2017 (English)In: European Review of Service Economics and Management, ISSN 2495-991X, Vol. 1, no 3, p. 77-103Article in journal (Refereed) Published
Abstract [en]

This article argues in favour of a new direction in service research: in situ methodology. It problematizes previous ways of conducting service research and envisages a more profound theoretical and empirical understanding. It outlines three basic arguments as a scientific rationale, discussing ontological, epistemological, and methodological matters. It is highlights the need to develop more creative methods that allow proximity to the phenomenon and the involved actors with the capacity to grasp the multi-faceted reality

Place, publisher, year, edition, pages
Paris: Classiques Garnier, 2017
Keywords
service research, in situ methodology, in situ research, value co-creation, theory development, ontology, epistemology, methodology
National Category
Social Sciences Business Administration Philosophy Economic Geography
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-62958 (URN)10.15122/isbn.978-2-406-07120-4.p.0077 (DOI)
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2019-10-21Bibliographically approved
Echeverri, P., Salomonsson, N. & Åberg, A. (2012). Dealing with customer misbehavior: Employees’ tactics, practical judgement and implicit knowledge. Marketing Theory, 12(4), 427-449
Open this publication in new window or tab >>Dealing with customer misbehavior: Employees’ tactics, practical judgement and implicit knowledge
2012 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 12, no 4, p. 427-449Article in journal (Refereed) Published
Abstract [en]

Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

Place, publisher, year, edition, pages
Sage Publications, 2012
Keywords
Customer misbehaviour dysfunctional service encounters frontline employees, implicit knowledge, practical judgement, practice theory, tactics
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-10287 (URN)10.1177/1470593112457741 (DOI)000312203300005 ()
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2017-12-07Bibliographically approved
Pareigis, J., Echeverri, P. & Edvardsson, B. (2012). Exploring internal mechanisms forming customer servicescape experiences. Journal of Service Management, 23(5), 677-695
Open this publication in new window or tab >>Exploring internal mechanisms forming customer servicescape experiences
2012 (English)In: Journal of Service Management, ISSN 1757-5818, Vol. 23, no 5, p. 677-695Article in journal (Refereed) Published
Abstract [en]

Purpose - The aim of this paper is to explore customer interactions with servicescapes and to explain in more depth the internal mechanisms that form the customer service experience. Design/methodology/approach - The paper draws on an empirical study of customers using Swedish public transport systems. Data collection is based on a micro-ethnographic approach, using think-aloud protocols and video documentation. Findings - The results from the empirical study contribute with a framework of three constellations of activities and interactions: namely, identifying, sense-making, and using, which, depending on the empirical context, form two main customer process practices – navigating and ticketing. These constructs are theoretical and have implications for service research in the sense that they explain how customer experiences are formed. Practical implications - Managers should focus on making the servicescape design intuitive, meaningful and easy to use for their customers and, depending on the empirical context, support the customer processes of finding one’s way and ticketing. Limitations/Future research - While the conceptual framework is arguably applicable also to other servicescape processes and thus has the capacity to explain how a wide range of customer experiences are formed, the study is based on one industry. Consequently, it would be worthwhile to verify our framework in different service settings. Originality/value - The study is novel by applying a micro-ethnological research approach in order to provide a systematic empirical analysis of how constellations of activities and interactions in servicescape processes create customer responses and thus form the customer’s service experience.

Place, publisher, year, edition, pages
Bingley, UK: Emerald Group Publishing Limited, 2012
Keywords
Service experience, servicescape, value co-creation, public transport, microethnography
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-14434 (URN)10.1108/09564231211269838 (DOI)000310046800004 ()
Available from: 2012-08-01 Created: 2012-08-01 Last updated: 2017-10-02Bibliographically approved
Echeverri, P. (2012). Navigating Multi-modal Public Transport Systems: Real time perceptions of processual usability using video methodology. In: TRANSPORT RESEARCH ARENA 2012: . Paper presented at Conference on Transport Research Arena, APR 23-26, 2012, Athens, GREECE (pp. 2211-2220). Elsevier
Open this publication in new window or tab >>Navigating Multi-modal Public Transport Systems: Real time perceptions of processual usability using video methodology
2012 (English)In: TRANSPORT RESEARCH ARENA 2012, Elsevier, 2012, p. 2211-2220Conference paper, Published paper (Refereed)
Abstract [en]

Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips. (C) 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

Place, publisher, year, edition, pages
Elsevier, 2012
Series
Procedia Social and Behavioral Sciences, ISSN 1877-0428 ; 48
Keywords
Service quality, Customer satisfaction, Usability, Accessibility, Proxemics, Video Methodology, Disabled travellers, Public transport
National Category
Other Social Sciences not elsewhere specified Transport Systems and Logistics
Identifiers
urn:nbn:se:kau:diva-38529 (URN)10.1016/j.sbspro.2012.06.1194 (DOI)000314227502027 ()
Conference
Conference on Transport Research Arena, APR 23-26, 2012, Athens, GREECE
Available from: 2015-12-14 Created: 2015-11-23 Last updated: 2016-10-11Bibliographically approved
Echeverri, P. & Echeverri, P. (2011). Coaching - En metod för att förbättra servicemötet?. Paper presented at Transportforum 2011, Linköping. Paper presented at Transportforum 2011, Linköping.
Open this publication in new window or tab >>Coaching - En metod för att förbättra servicemötet?
2011 (English)Conference paper, Published paper (Refereed)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-10285 (URN)
Conference
Transportforum 2011, Linköping
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2014-12-11Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-2711-7626

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