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Publications (10 of 482) Show all publications
Tronvoll, B. & Edvardsson, B. (2024). Critical examination of academic marketing and service research’s philosophical foundation. Journal of Services Marketing, 38(1), 56-70
Open this publication in new window or tab >>Critical examination of academic marketing and service research’s philosophical foundation
2024 (English)In: Journal of Services Marketing, E-ISSN 0887-6045, Vol. 38, no 1, p. 56-70Article in journal (Refereed) Published
Abstract [en]

Purpose: The philosophical foundations determine how an academic discipline identifies, understands and analyzes phenomena. The choice of philosophical perspective is vital for both marketing and service research. This paper aims to propose a social and systemic perspective that addresses current challenges in service and marketing research by revisiting the philosophy of science debate. Design/methodology/approach: The paper revisits the philosophy of science debate to address the implications of an emergent, complex and adaptive view of marketing and service research. It draws on critical realism by combining structuration and systemic perspectives. Findings: A recursive perspective, drawing on structures and action, is suggested as it includes multiple actors’ intentions and captures underlying drivers of market exchange as a basis for developing marketing and service strategies in practice. This is aligned with other scholars arguing for a more systemic, adaptive and complex view of markets in light of emerging streams in academic marketing and service research, ranging from value cocreation, effectuation, emergence and open source to empirical phenomena such as digitalization, robotization and the growth of international networks. Research limitations/implications: The reciprocal dynamic between individuals and the overarching system provides a reflexivity approach intrinsic to the service ecosystem. This creates new avenues for research on marketing and service phenomena. Originality/value: This paper discusses critics, conflicts and conceptualization in service research. It suggests a possible approach for service research and marketing scholars capable of responding to current complexities and turbulence in economic and societal contexts. 

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2024
Keywords
Conceptual, Service ecosystem, Service dominant logic (SDL)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-97686 (URN)10.1108/JSM-01-2023-0002 (DOI)2-s2.0-85178219439 (Scopus ID)
Available from: 2023-12-11 Created: 2023-12-11 Last updated: 2024-02-26Bibliographically approved
Tronvoll, B. & Edvardsson, B. (2024). Understanding how service ecosystem actors collaborate for value cocreation. In: Olivier Furrer , Mikèle Landry , Chloé Baillod , and Jie Y. Kerguignas (Ed.), A Research Agenda for Service Marketing: (pp. 69-90). Edward Elgar Publishing
Open this publication in new window or tab >>Understanding how service ecosystem actors collaborate for value cocreation
2024 (English)In: A Research Agenda for Service Marketing / [ed] Olivier Furrer , Mikèle Landry , Chloé Baillod , and Jie Y. Kerguignas, Edward Elgar Publishing, 2024, p. 69-90Chapter in book (Other academic)
Abstract [en]

There are many approaches to understanding value cocreation embedded in a service ecosystem. Usually, the value cocreation has portrayed “ecosystem as a structure.” In this chapter, the authors emphasize the ecosystem “as an agency,” focusing on the actor’s essential role. The ecosystem lens has developed with the key concepts of actors’ resources and institutional arrangements, shaping value cocreation. Some authors have defined “service ecosystems” as relatively self-contained, self-adjusting systems of resource-integrating actors connected by shared institutional arrangements and mutual value creation through service exchange. Accordingly, value cocreation in service ecosystems is “coordinated through actor-generated institutions and institutional arrangements.” However, the authors argue that the key role of actors, their collaboration, and the orchestration of research in value cocreation processes is still underdeveloped and needs more attention. Agency-structure theories should then discuss the actor’s key role for value cocreation by looking at both societal- and individual-focused realms, thus including social aspects of service ecosystems. Next, the chapter offers a brief review of the service ecosystem literature and discusses the key role of collaborating actors in service ecosystems; finally, it provides suggestions for future service research grounded in a service ecosystem view on value cocreation.

Place, publisher, year, edition, pages
Edward Elgar Publishing, 2024
Keywords
ervice ecosystems, Service actors, Value cocreation, Agency, SDL, Systems theory
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-99274 (URN)10.4337/9781803923178.00012 (DOI)2-s2.0-85188771482 (Scopus ID)9781803923161 (ISBN)9781803923178 (ISBN)
Available from: 2024-04-09 Created: 2024-04-09 Last updated: 2024-04-09Bibliographically approved
Trischler, J., Rohnebaek, M., Edvardsson, B. & Tronvoll, B. (2023). Advancing Public Service Logic: moving towards an ecosystemic framework for value creation in the public service context. Public Management Review
Open this publication in new window or tab >>Advancing Public Service Logic: moving towards an ecosystemic framework for value creation in the public service context
2023 (English)In: Public Management Review, ISSN 1471-9037, E-ISSN 1471-9045Article in journal (Refereed) Epub ahead of print
Abstract [en]

This paper argues that the theoretical foundation for studying the ecosystemic nature of value creation is lacking within the public service logic (PSL). To address this limitation, the paper uses a theory synthesis to clarify service-related key concepts and develop four premises that position PSL as an ecosystemic framework. These premises 1) position PSL as a mid-range theoretical framework, 2) propose the service ecosystem as an analytical framework, 3) define service (not services) as the basis for PSL, and 4) acknowledge the mediating role of the public service organization in value co-creation. Research directions guide the future development of PSL.

Place, publisher, year, edition, pages
Routledge, 2023
Keywords
Public service logic, service logic, service-dominant logic, service ecosystem, theory synthesis
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-96225 (URN)10.1080/14719037.2023.2229836 (DOI)001019899000001 ()2-s2.0-85163792260 (Scopus ID)
Available from: 2023-08-07 Created: 2023-08-07 Last updated: 2023-08-09Bibliographically approved
Karpen, I. O., Edvardsson, B., Tronvoll, B., Jaakkola, E. & Conduit, J. (2023). Circular service management: toward conceptual understanding and service research priorities for a more sustainable future. Journal of Service Management, 34(6), 50-69
Open this publication in new window or tab >>Circular service management: toward conceptual understanding and service research priorities for a more sustainable future
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2023 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, no 6, p. 50-69Article in journal (Refereed) Published
Abstract [en]

Purpose: Service managers increasingly strive to achieve sustainability through strategies centered on circularity. With a focus on saving, extending and (re)generating resources and their enclosing service systems, circularity can contribute to environmental, social and financial gains. Yet, the notion of circularity is surprisingly understudied in service research. This article seeks to provide an initial conceptual understanding of circular service management, introducing illustrative strategies and research priorities for circular service management. This paper provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of the opportunities from adopting circular services. Design/methodology/approach: The authors explore the concept of circular service management by drawing upon existing literature on sustainability, circularity and service research. Strategies of circular service management and research priorities emerge on the basis of industry best practice examples and research on sustainability challenges and opportunities. Findings: Service researchers have largely ignored the concept and role of circularity for service businesses. Extant research on the topic nearly exclusively features in non-service journals and/or does not seek to advance service theory through circularity. This article argues that circular service management enables the implementation of service thinking in the pursuit of sustainability and outlines four types of circular service management strategies. Originality/value: The authors introduce the concept of circular service management and highlight the role of service research for designing and managing circular systems and operations. This article also offers a research agenda connecting managerial challenges and opportunities with key service research priorities for circular service management. This provides a roadmap for scholars, practitioners and policymakers to develop a deeper understanding of pursuing circular services, thereby contributing to a more sustainable future. 

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2023
Keywords
Circular economy, Circular service management, Circularity, Research priorities, Sustainability
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-97557 (URN)10.1108/JOSM-06-2023-0269 (DOI)001101235900001 ()2-s2.0-85175989891 (Scopus ID)
Available from: 2023-11-28 Created: 2023-11-28 Last updated: 2023-12-21Bibliographically approved
Bowen, D. E., Fisk, R. P., Bateson, J. E. .., Berry, L. L., Bitner, M. J., Brown, S. W., . . . Zeithaml, V. A. (2023). Learning from the pioneering founders of the service research field. Journal of Service Management, 34(4), 605-630
Open this publication in new window or tab >>Learning from the pioneering founders of the service research field
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2023 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 34, no 4, p. 605-630Article in journal (Refereed) Published
Abstract [en]

Purpose: A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders. Design/methodology/approach: Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field. Findings: Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon. Originality/value: The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders’ lives and contributions as service scholars and the founders’ hopes and concerns for the service research field.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2023
Keywords
Pioneering founders, Service research field, Service community, Service research history, Service wisdom
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-95704 (URN)10.1108/JOSM-03-2023-0121 (DOI)001002721400001 ()2-s2.0-85161489997 (Scopus ID)
Available from: 2023-06-26 Created: 2023-06-26 Last updated: 2023-06-30Bibliographically approved
Arsenovic, J., Edvardsson, B., Otterbring, T. & Tronvoll, B. (2023). Money for nothing?: The impact of compensation on customer bad-mouthing behavior in service recovery encounters. Marketing letters, 34(1), 69-82
Open this publication in new window or tab >>Money for nothing?: The impact of compensation on customer bad-mouthing behavior in service recovery encounters
2023 (English)In: Marketing letters, ISSN 0923-0645, E-ISSN 1573-059X, Vol. 34, no 1, p. 69-82Article in journal (Refereed) Published
Abstract [en]

As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collaboration during the recovery encounter is necessary if compensation is to mitigate negative emotional responses, with downstream effects on bad-mouthing behavior. In confirming the importance of collaboration during recovery encounters, the findings have critical managerial and financial implications.

Place, publisher, year, edition, pages
Springer, 2023
Keywords
Bad-Mouthing Behavior; Collaboration; Compensation; Complaint Management; Service Failure; Service Recovery
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-85982 (URN)10.1007/s11002-021-09611-6 (DOI)000745553000001 ()2-s2.0-85123500882 (Scopus ID)
Note

Article part of Arsenovic's doctoral thesis (2021) Proactivity in Service Failure and Service Recovery as manuscript.

Available from: 2021-09-19 Created: 2021-09-19 Last updated: 2023-04-13Bibliographically approved
Edvardsson, B. & Tronvoll, B. (2023). New service development: Key concepts and performance drivers. In: Faïz Gallouj, Camal Gallouj, Marie-Christine Monnoyer, Luis Rubalcaba, Markus Scheuer (Ed.), Elgar Encyclopedia of Services: . Edward Elgar Publishing
Open this publication in new window or tab >>New service development: Key concepts and performance drivers
2023 (English)In: Elgar Encyclopedia of Services / [ed] Faïz Gallouj, Camal Gallouj, Marie-Christine Monnoyer, Luis Rubalcaba, Markus Scheuer, Edward Elgar Publishing, 2023Chapter in book (Other academic)
Abstract [en]

The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services. This title contains one or more Open Access chapters.

Place, publisher, year, edition, pages
Edward Elgar Publishing, 2023
Series
Elgar Encyclopedias in the Social Sciences series
National Category
Economics
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-98591 (URN)10.4337/9781802202595.New.Service.Development (DOI)2-s2.0-85182825868 (Scopus ID)9781802202588 (ISBN)9781802202595 (ISBN)
Available from: 2024-02-19 Created: 2024-02-19 Last updated: 2024-02-19Bibliographically approved
Mele, C., Tuominen, T., Edvardsson, B. & Reynoso, J. (2023). Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics. Journal of Business Research, 159, Article ID 113737.
Open this publication in new window or tab >>Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics
2023 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 159, article id 113737Article in journal (Refereed) Published
Abstract [en]

Self-adjustment processes are crucial for ensuring service system viability in the light of emerging adoption of digital technologies that shape value co-creation. This article offers a novel conceptualization of self-adjustment to explain the process that a service system performs to adapt to changing conditions to remain viable or improve the system’s viability. In doing this, we draw on service-dominant logic and routine dynamics theory and zoom in on how self-adjustment emerges in value co-creation routines. We show the usefulness of our conceptualization in a case of an elderly care home that introduced smart sensing technology, which triggered self-adjustments in that service system through value co-creation routines. The case study explicates the deployment of self-adjustment when sensing solutions become integrated with other resources and applied by engaged actors as resources-in-use, creating novel value co-creation outcomes. It is argued that routine dynamics contribute to self-adjustment by initiating processes whereby the involved actors’ schemas, resources, and value co-creation performances become integrated and aligned after the technological change. 

Place, publisher, year, edition, pages
Elsevier, 2023
Keywords
Routine dynamics, Self-adjustment, Service system, Smart sensing technology, Value co-creation, Viability
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-93852 (URN)10.1016/j.jbusres.2023.113737 (DOI)000942542400001 ()2-s2.0-85147991835 (Scopus ID)
Available from: 2023-03-06 Created: 2023-03-06 Last updated: 2023-03-27Bibliographically approved
Carida, A., Colurcio, M., Edvardsson, B. & Pastore, A. (2022). Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem. Journal of service theory and practice, 32(4), 477-504
Open this publication in new window or tab >>Creating harmony through a plethora of interests, resources and actors: the challenging task of orchestrating the service ecosystem
2022 (English)In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 32, no 4, p. 477-504Article in journal (Refereed) Published
Abstract [en]

Purpose There is a need to understand value co-creation in service ecosystems that engage multiple actors with different goals. This study aims to extend the understanding of value co-creation by considering the orchestration of service ecosystems with reference to resource-integration processes. Design/methodology/approach An exploratory case study approach is used to analyze actors' roles in resource orchestration within a service ecosystem, gathering data from the macro, meso and micro levels of an Italian hospitality and tourism services ecosystem. Findings A framework is devised that highlights the intersection between orchestration and resource integration for value co-creation processes across the macro, meso and micro levels in service ecosystems. This extends the understanding of service ecosystem dynamics, especially how new value co-creation structures emerge, by emphasizing the circular causality between system levels. Findings show how orchestrating resource integration activities initiate and institutionalize non-linear value co-creation processes. Practical implications Resource integration orchestration within and between ecosystem levels is a possible response to societal challenges and for creating economic, cultural and social value across the community. The study offers policymakers insights into developing new competencies for developing actions according to a logic of socially and sustainable value. Originality/value This study advances the understanding of service orchestration by expanding the concept and the feasibility of service ecosystem orchestration. It offers insights into the importance of orchestrating resource integration to the emergence and vitality of service ecosystems themselves. The study responds to the need for empirical studies on value co-creation.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2022
Keywords
Service ecosystem, Resource orchestration, Resource integration, Value co-creation, Service ecosystem orchestration, Coordination, Institutional arrangements
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-89817 (URN)10.1108/JSTP-06-2021-0110 (DOI)000787908100001 ()2-s2.0-85129852030 (Scopus ID)
Available from: 2022-05-19 Created: 2022-05-19 Last updated: 2022-09-20Bibliographically approved
Edvardsson, B. & Tronvoll, B. (2022). Crisis behaviors as drivers of value co-creation transformation. International Journal of Quality and Service Sciences, 14(5), 1-15
Open this publication in new window or tab >>Crisis behaviors as drivers of value co-creation transformation
2022 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 14, no 5, p. 1-15Article in journal (Refereed) Published
Abstract [en]

Purpose The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors' mental models and institutional arrangements (legal, social, technological) that drive transformation of value co-creation in service ecosystems. Findings The proposed conceptual framework contributes to existing research by identifying micro-level changes in actors' mental models and macro-level changes in institutional arrangements enabled by digital service platforms in service ecosystems. In particular, the framework identifies motivation, agility and resistance as moderators of behavioral shifts in times of crisis. This account offers a finer-grained theorization of the moderating factors and underlying mechanisms of service ecosystem transformation but does not extend to the ensuing "new normal." Practical implications The proposed framework indicates how digital platforms support shifts in actors' behavior and contribute to the transformation of value co-creation. While the enablers are situation-specific and may therefore vary according to the prevailing conditions, the actor-related concepts advanced here seem likely to remain relevant when analyzing the transformation of value co-creation in other crisis situations. Originality/value The new conceptual framework advanced here clarifies how behavioral shifts during a crisis drive the transformation of value co-creation and suggests directions for future research.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2022
Keywords
Transformation, Fear, Mental model, Service ecosystem, Crisis, Institutional arrangements, Behavior shift, Digital service platform
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-88071 (URN)10.1108/IJQSS-01-2021-0001 (DOI)000737864400001 ()2-s2.0-85122082126 (Scopus ID)
Available from: 2022-01-13 Created: 2022-01-13 Last updated: 2022-03-04Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-2705-0836

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