Change search
Link to record
Permanent link

Direct link
BETA
Publications (10 of 445) Show all publications
Carrillo, F. J., Edvardsson, B., Reynoso, J. & Maravillo, E. (2019). Alignment of resources, actors and contexts for value creation: Bringing knowledge management into service-dominant logic. International Journal of Quality and Service Sciences, 11(3), 424-438
Open this publication in new window or tab >>Alignment of resources, actors and contexts for value creation: Bringing knowledge management into service-dominant logic
2019 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 11, no 3, p. 424-438Article in journal (Refereed) Published
Abstract [en]

This paper aims to deepen the understanding of resource integration for value co-creation within service-dominant logic (SDL), by drawing on key knowledge management (KM) concepts. Design/methodology/approach: This conceptual study introduces three key KM concepts, namely, object, agent and context to SDL; thus, deepening the understanding of how resources are becoming when actors are engaged in co-creating value-in-context. Findings: This paper extends understanding of actors’ uses of knowledge in their efforts to co-create value. Paradoxically, SDL takes a phenomenological approach to understanding value co-creation, whereas KM embraces a realist-phenomenological view. Emphasizing knowing rather than knowledge reveals that there is no object without an agent, no agency without context and no knowledge without value-alignment. Thus, the paper contributes to theorizing about resource integration through SDL by identifying the need for effective alignment between relevant objects, capable agents and meaningful contexts for value to emerge. The paper also contributes with four facilitators of object-agent-context alignment: tacit knowledge contextualization, collective sensemaking, shared values among engaged actors and feedback on alignment effectiveness. Originality/value: It advances current conceptualizations of resource integration and value co-creation in SDL by paying explicit attention to a KM perspective. © 2019, Emerald Publishing Limited.

Place, publisher, year, edition, pages
Bingley: Emerald Group Publishing Limited, 2019
Keywords
Co-creation, Knowledge management, Service-dominant logic, Resource integration, Alignment
National Category
Economics and Business Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-73566 (URN)10.1108/IJQSS-08-2018-0077 (DOI)000486488600008 ()2-s2.0-85067870130 (Scopus ID)
Available from: 2019-07-10 Created: 2019-07-10 Last updated: 2019-11-14Bibliographically approved
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
Show others...
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
Caridà, A., Edvardsson, B. & Colurcio, M. (2019). Conceptualizing resource integration as an embedded process: Matching, resourcing and valuing. Marketing Theory, 19(1), 65-84
Open this publication in new window or tab >>Conceptualizing resource integration as an embedded process: Matching, resourcing and valuing
2019 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 19, no 1, p. 65-84Article in journal (Refereed) Published
Abstract [en]

The strong linkage between the creation of value and the actors’ resource-integrating efforts forces academics and practitioners to understand how value stems from resource integration (RI). This article analyses RI as an embedded process within the wider process of interactive value formation. The study is conceptual in nature and adopts a qualitative research approach and an empirical contextualization strategy. It provides a granular perspective on RI and proposes a framework that depicts RI as a process that shapes and results from a complex service context through a sequence of three phases: matching, resourcing and valuing. The article, particularly the suggested new framework, contributes to the extant literature on RI in service research; it reconceptualizes RI as process per se that is embedded in actors’ value co-creation efforts and offers the opportunity to reflect on this process as a fundamental enabler in value-creating service ecosystems.

Place, publisher, year, edition, pages
Sage Publications, 2019
Keywords
Practice theory, resource integration process, S-D logic, value
National Category
Business Administration Information Systems, Social aspects Computer and Information Sciences Social Sciences Interdisciplinary
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-67403 (URN)10.1177/1470593118772215 (DOI)000460929700005 ()2-s2.0-85046682800 (Scopus ID)
Available from: 2018-05-29 Created: 2018-05-29 Last updated: 2019-04-05Bibliographically approved
Valtakoski, A., Reynoso, J., Maranto, D., Edvardsson, B. & Maravillo Cabrera, E. (2019). Cross-country differences in new service development: The moderating effects of national culture. Journal of Service Management, 30(2), 186-208
Open this publication in new window or tab >>Cross-country differences in new service development: The moderating effects of national culture
Show others...
2019 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, no 2, p. 186-208Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019
Keywords
Business performance, Culture, Customer integration, Employee behaviour, New service development, Service innovation
National Category
Economics and Business
Research subject
Economics
Identifiers
urn:nbn:se:kau:diva-71752 (URN)10.1108/JOSM-05-2018-0134 (DOI)000484258600001 ()2-s2.0-85062652330 (Scopus ID)
Available from: 2019-04-05 Created: 2019-04-05 Last updated: 2019-12-18Bibliographically 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
Magnusson, P., Christiane, H. & Edvardsson, B. (2019). Exploring the challanges of servitization in manufacturing companies. In: P. Kristensson, P. R. Magnusson, & L. Witell (Ed.), Service innovation for sustainable business : Stimulating, realizing and capturing the value from service innovation (pp. 253-279). New Jersey: World Scientific
Open this publication in new window or tab >>Exploring the challanges of servitization in manufacturing companies
2019 (English)In: Service innovation for sustainable business : Stimulating, realizing and capturing the value from service innovation / [ed] P. Kristensson, P. R. Magnusson, & L. Witell, New Jersey: World Scientific, 2019, p. 253-279Chapter in book (Refereed)
Place, publisher, year, edition, pages
New Jersey: World Scientific, 2019
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-75174 (URN)10.1142/9789813273382_0013 (DOI)9789813273375 (ISBN)9789813273382 (ISBN)
Available from: 2019-10-09 Created: 2019-10-09 Last updated: 2019-10-10Bibliographically approved
Magnusson, P., Hipp, C. & Edvardsson, B. (2019). Exploring the challenges of servitization in manufacturing companies. In: Per Kristensson, Pter R. Magnusson, Lars Witell (Ed.), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation (pp. 253-279). World Scientific Publishing Co.
Open this publication in new window or tab >>Exploring the challenges of servitization in manufacturing companies
2019 (English)In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristensson, Pter R. Magnusson, Lars Witell, World Scientific Publishing Co. , 2019, p. 253-279Chapter in book (Other academic)
Abstract [en]

The following sections are included: Embracing Services in Manufacturing Distinction between Products and Services Understanding Services in Manufacturing Method Empirical Results and Reflections Concluding Discussion References

Place, publisher, year, edition, pages
World Scientific Publishing Co., 2019
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-73357 (URN)10.1142/9789813273382_0013 (DOI)2-s2.0-85067142451 (Scopus ID)9789813273382 (ISBN)9789813273375 (ISBN)
Available from: 2019-07-02 Created: 2019-07-02 Last updated: 2019-10-24Bibliographically 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: 2019-12-20Bibliographically approved
Witell, L., Magnusson, P., Edvardsson, B. & Beckman, H. (2019). Value creation in service-based states of business relationships. In: Per Kristensson, Peter R. Magnusson, Lars Witell (Ed.), Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation (pp. 281-305).
Open this publication in new window or tab >>Value creation in service-based states of business relationships
2019 (English)In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristensson, Peter R. Magnusson, Lars Witell, 2019, p. 281-305Chapter in book (Other academic)
Abstract [en]

The following sections are included: Introduction Value and Value Drivers in a Relationship Context Methodology Results Conclusions Appendix: An Overview of the Conceptualization of Value Drivers References

National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-73362 (URN)10.1142/9789813273382_0014 (DOI)2-s2.0-85067156198 (Scopus ID)9789813273382 (ISBN)9789813273375 (ISBN)
Available from: 2019-07-02 Created: 2019-07-02 Last updated: 2019-10-08Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-2705-0836

Search in DiVA

Show all publications