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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
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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
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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: 2019-10-02Bibliographically 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
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
Di Pietro, L., Edvardsson, B., Reynoso, J., Renzi, M. F., Toni, M. & Mugion, R. G. (2018). A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania. Journal of Service Management, 29(1), 146-175
Open this publication in new window or tab >>A scaling up framework for innovative service ecosystems: lessons from Eataly and KidZania
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2018 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, no 1, p. 146-175Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to explore why innovative service ecosystems scale up, using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. Design/methodology/approach - An inductive research design is used to zoom in on two innovative service ecosystems, Eataly and KidZania, to identify the key drivers that can explain why innovations scale up. For both companies, the triangulation of semi-structured interviews, archival sources and in-store observations is used as complementary data sets. Multiple investigators and multiple coders have been involved in the data collection, coding process and analysis. Findings - An extended conceptualization of service innovation is obtained, grounded in a framework of four drivers of scaling up: effectuation as the basis for creating the value proposition; sensing and adapting to local contexts; the reconfiguration and alignment of resources and forms for collaboration between actors; and values' resonance. Originality/value - This study represents one of the first empirical investigations of the key drivers of the scaling up process of service innovations. The paper contributes with a conceptualization of service innovation and why scaling-up processes emerge, emphasizing the existence of multiple constellations of four drivers.

Place, publisher, year, edition, pages
Bingley, UK: Emerald Group Publishing Limited, 2018
Keywords
Service-dominant logic, Entrepreneur, Service ecosystem, Value propositions, Constellation of drivers, Driver, Scaling up, Institutional arrangements
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-66937 (URN)10.1108/JOSM-02-2017-0054 (DOI)000427788800006 ()
Available from: 2018-04-06 Created: 2018-04-06 Last updated: 2018-05-17Bibliographically approved
Åkesson, M. & Edvardsson, B. (2018). Customer roles from a self-service system perspective. International Journal of Quality and Service Sciences, 10(2), 196-210
Open this publication in new window or tab >>Customer roles from a self-service system perspective
2018 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 10, no 2, p. 196-210Article in journal (Refereed) Published
Abstract [en]

Purpose: This paper aims to develop a theoretical framework of archetypical customer roles in a self-service-based system by applying role theory to understand customers’ resource integration and value co-creation efforts in practice. Design/methodology/approach: This study is based on a three-phase explorative case study of customers’ experiences of using self-service technologies at a furniture retailer. A total of 90 interviews were conducted. Findings: Four archetypical enacted customer roles during value co-creation in a self-service-based system are identified: passive non-bothered, passive hesitant, active realist and active independent. Furthermore, it is shown that these roles shape how resources become. Research limitations/implications: The challenges facing our retail practice bear similarities with those in other contexts, e.g. financial and travel industries, government or public sector service settings, in which self-service technologies are becoming more common. Therefore, this study setting enables some tentative generalizations. The case study approach, however, limits the statistical generalizability of the findings. Practical implications: The importance of understanding is that not all customers are well-equipped for co-creating value through self-service. By engaging customers and offering them guidance when they encounter difficulties in managing the value co-creation process, as well as viewing them as resource integrators and value co-creators, firms can help them enact more active roles. Originality/value: The archetypical customer roles contribute theoretically to detailing how resource integration and value co-creation can be shaped by enacted roles, an influence that has not been explicitly proposed in empirical service research.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018
Keywords
Customer roles, S-D logic, Self-service technology, Service system, Value co-creation
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-68078 (URN)10.1108/IJQSS-10-2017-0089 (DOI)000434297600007 ()2-s2.0-85048068665 (Scopus ID)
Available from: 2018-06-26 Created: 2018-06-26 Last updated: 2018-08-16Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-2705-0836

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