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Åkesson, Maria
Publications (10 of 21) Show all publications
Myhrén, P., Witell, L. & Åkesson, M. (2019). Creating the Perfect Match: Roles and Archetypes of Open Service Innovation. In: P. Kristensson, P. Magnusson & L. Witell (Ed.), Service Innovation for Sustainable Business Stimulating, Realizing and Capturing the Value from Service Innovation: (pp. 135-162). World Scientific
Open this publication in new window or tab >>Creating the Perfect Match: Roles and Archetypes of Open Service Innovation
2019 (English)In: Service Innovation for Sustainable Business Stimulating, Realizing and Capturing the Value from Service Innovation / [ed] P. Kristensson, P. Magnusson & L. Witell, World Scientific, 2019, p. 135-162Chapter in book (Refereed)
Place, publisher, year, edition, pages
World Scientific, 2019
Keywords
Service; Innovation; Creativity; Ideas; Value; Customer; Marketing
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-72020 (URN)10.1142/9789813273382_0008 (DOI)9789813273375 (ISBN)
Available from: 2019-05-13 Created: 2019-05-13 Last updated: 2019-07-02Bibliographically approved
Palo, T., Åkesson, M. & Löfberg, N. (2019). Servitization as business model contestation: A practice approach. Journal of Business Research, 104, 486-496
Open this publication in new window or tab >>Servitization as business model contestation: A practice approach
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, p. 486-496Article in journal (Refereed) Published
Abstract [en]

In principle, organizations know how to do servitization, but in practice, many struggle to change their business models to include service offerings. To understand this struggle, this paper examines servitization in a large multinational manufacturer within the pulp and paper industry. Utilizing practice theory, the study explicates the servitization process as a contestation of a company's parallel business models — one existing and dominant; one emerging. As business models materialize in organizational practices, and therefore have the potential to frame and organize servitization efforts, the models give rise to contestations in the practices performed by actors in the organization and the ecosystem. The elements of such contestations provide a better understanding of the ways in which practices may be disrupted to support servitization. Contestations can thus be creative instead of problematic. As a result, this paper extends the conceptualization of servitization as a bottom-up, emergent and iterative process of business model contestation.

Place, publisher, year, edition, pages
Elsevier, 2019
Keywords
Business model, Change, Contestation, Practice, Servitization
National Category
Business Administration Information Systems, Social aspects
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-70347 (URN)10.1016/j.jbusres.2018.10.037 (DOI)000484647500039 ()
Available from: 2018-11-29 Created: 2018-11-29 Last updated: 2019-10-07Bibliographically approved
Löfberg, N. & Åkesson, M. (2018). Creating a service platform: how to co-create value in a remote service context. The journal of business & industrial marketing, 33(6), 768-780
Open this publication in new window or tab >>Creating a service platform: how to co-create value in a remote service context
2018 (English)In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 33, no 6, p. 768-780Article in journal (Refereed) Published
Abstract [en]

Purpose The purpose of this paper is to further develop the construct of service platform and to clarify the definition of service platform in an industrial context. To do so, an understanding of the foundations for service platforms, based on a service perspective, is created. Design/methodology/approach The study has adopted a qualitative case study approach and builds on in-depth interviews with remote service teams in two multinational firms: one in the food processing and packaging industry and the other in the pulp and paper industry. Findings The foundations for successful service platforms consist of modularising resources, integrations and service processes to create value propositions. The value propositions could result in variations of a service or in variations of different services. When defining the concept service platform, the perspective of service needs to be made evident; therefore, the authors define service platform as: value proposition(s) consisting of a modular structure that invites to and facilitates value co-creation between resources, through integration opportunities in a continuous service process. Research limitations/implications The results are based on the perspective of two suppliers in similar industries; only remote services were studied. Firms from different types of industries and other types of services could add to the research on service modularity according to a service perspective. Moreover, information about customers and other actors' involvement on the platform was gathered from the firms studied, no customers or other actors were interviewed. Practical implications This study shows the importance of a firm involving itself in the value creation of the customer, that is, focusing on value co-creation. This implies a close cooperation between the manufacturer and its customer - not only at a given point in time but also over a longer period of cooperation. Through the different types of modules building up the service platform, value co-creation can take place in various ways. Originality/value This study offers original empirical contributions on platforms from a service perspective. The study contributes to servitisation, service modularity and service (dominant) logic research by developing an understanding of the foundations for service platforms based on a service perspective. It also contributes to platform research more specifically by developing a definition of service platform in an industrial context.

Place, publisher, year, edition, pages
Bingley, UK: Emerald Group Publishing Limited, 2018
Keywords
Service logic; Value co-creation; Service dominant logic, Remote service, Service platform, Service modularity
National Category
Business Administration Information Systems, Social aspects
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-70260 (URN)10.1108/JBIM-10-2015-0202 (DOI)000446476900003 ()
Available from: 2018-11-22 Created: 2018-11-22 Last updated: 2018-12-21Bibliographically 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
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
Arsenovic, J., Edvardsson, B., Tronvoll, B., Åkesson, M. & Gruber, T. (2017). Conceptualizing the Holistic Co-recovery Customer Experience. In: : . Paper presented at QUIS15 in Porto, Portugal, 12-15 juni.
Open this publication in new window or tab >>Conceptualizing the Holistic Co-recovery Customer Experience
Show others...
2017 (English)Conference paper, Oral presentation only (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-62860 (URN)
Conference
QUIS15 in Porto, Portugal, 12-15 juni
Available from: 2017-08-31 Created: 2017-08-31 Last updated: 2019-09-26Bibliographically approved
Åkesson, M., Skålén, P., Edvardsson, B. & Stålhammar, A. (2016). Value proposition test-driving for service innovation: How frontline employees innovate value propositions. Journal of service theory and practice, 26(3), 338-362
Open this publication in new window or tab >>Value proposition test-driving for service innovation: How frontline employees innovate value propositions
2016 (English)In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 26, no 3, p. 338-362Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to investigate the role of frontline employees in service innovation from a service-dominant logic (SDL) perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions.

Design/methodology/approach – A case study of service innovation projects that includes three different businesses in the IT sector and personal interviews with 25 frontline employees.

Findings – The findings suggest that frontline employees contribute to service innovation by test-driving potential value propositions. Three types of value proposition test-driving have been identified: cognitive, practical, and discursive. The findings suggest interdependencies between the different modes of value proposition test-driving, as well as specific phases of the service innovation process dominated by one form or another.

Research limitations/implications – Value proposition test-driving offers a fruitful context for managers to involve frontline employees and use their creativity and expertise. The case study approach, however, limits the statistical generalizability of the findings.

Originality/value – The study is novel in that it introduces the notion of value proposition test-drivingfor service innovation; provides a systematic empirical analysis of how frontline employees contribute toservice innovation by test-driving value propositions; offers a service innovation model informed by the SDL; and contributes to the SDL by detailing how service innovation occurs in practice.

Keywords
Service-dominant logic, Resource integration, Service innovation, Value proposition, Employee-driven innovation, Value proposition test-driving
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-41900 (URN)10.1108/JSTP-10-2014-0242 (DOI)000376198700005 ()
Available from: 2016-04-25 Created: 2016-04-25 Last updated: 2017-08-10Bibliographically approved
Åkesson, M., Edvardsson, B. & Tronvoll, B. (2014). Customer experience from a self-service system perspective. Journal of Service Management, 25(5), 677-698
Open this publication in new window or tab >>Customer experience from a self-service system perspective
2014 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 5, p. 677-698Article in journal (Refereed) Published
Keywords
Value co-creation, Customer experience, Self-service technologies, Service dominant logic, Service experience, Service system
National Category
Social Sciences Business Administration
Identifiers
urn:nbn:se:kau:diva-34550 (URN)10.1108/JOSM-01-2013-0016 (DOI)000345149000007 ()
Available from: 2014-11-05 Created: 2014-11-05 Last updated: 2019-07-09Bibliographically approved
Camén, C. & Åkesson, M. (2013). Do contracts restrict front-line employees to be innovative and co-create value?. In: : . Paper presented at 16th QMOD conference on Quality and Service Sciences ICQSS 2013, September 4-6, Portoroz, Slovenia.
Open this publication in new window or tab >>Do contracts restrict front-line employees to be innovative and co-create value?
2013 (English)Conference paper, Published paper (Refereed)
Keywords
Front-line employees, Value co-creation, Contract, Service innovation and public organization
National Category
Social Sciences
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-29338 (URN)
Conference
16th QMOD conference on Quality and Service Sciences ICQSS 2013, September 4-6, Portoroz, Slovenia
Available from: 2013-10-09 Created: 2013-10-09 Last updated: 2013-10-29Bibliographically approved
Åkesson, M. & Edvardsson, B. (2013). Role constellations in self-service based systems. In: : . Paper presented at Nordic Academy of Management Conference, University of Iceland, Reykjavik, Iceland.
Open this publication in new window or tab >>Role constellations in self-service based systems
2013 (English)Conference paper, Oral presentation with published abstract (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-28547 (URN)
Conference
Nordic Academy of Management Conference, University of Iceland, Reykjavik, Iceland
Available from: 2013-08-05 Created: 2013-08-05 Last updated: 2015-05-27Bibliographically approved
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