Change search
Link to record
Permanent link

Direct link
BETA
Alternative names
Publications (10 of 205) Show all publications
Myhrén, P., Witell, L., Gustafsson, A. & Gebauer, H. (2018). Incremental and radical open service innovation. Journal of Services Marketing, 32(2), 101-112
Open this publication in new window or tab >>Incremental and radical open service innovation
2018 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 32, no 2, p. 101-112Article in journal (Refereed) Published
Abstract [en]

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study's interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2018
Keyword
Service innovation, Open innovation, Radical innovation, Incremental innovation, New service development, Case study method
National Category
Economics and Business Media and Communications
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-66877 (URN)10.1108/JSM-04-2016-0161 (DOI)000427270500001 ()
Available from: 2018-03-29 Created: 2018-03-29 Last updated: 2018-04-04Bibliographically approved
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69(8), 2863-2872
Open this publication in new window or tab >>Defining service innovation: A review and synthesis
Show others...
2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2863-2872Article in journal (Refereed) Published
Abstract [en]

Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

Place, publisher, year, edition, pages
Elsevier, 2016
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-42335 (URN)10.1016/j.jbusres.2015.12.055 (DOI)000377726600026 ()2-s2.0-84955238016 (Scopus ID)
Available from: 2016-06-07 Created: 2016-05-23 Last updated: 2017-11-30Bibliographically approved
Gustafsson, A., Högström, C., Radnor, Z., Friman, M., Heinonen, K., Jaakkola, E. & Mele, C. (2016). Developing service research - paving the way to transdisciplinary research. Journal of Service Management, 27(1), 9-20
Open this publication in new window or tab >>Developing service research - paving the way to transdisciplinary research
Show others...
2016 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 9-20Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to discuss how service, as an interdisciplinary area of research, can increase its potential for transdisciplinary contributions from the perspective of what signifies intra-, multi-, inter-, and transdisciplinary research. Design/methodology/approach - The essay first discusses common perspectives on the service concept before presenting a review on what signifies intra-, multi-, inter-, and transdisciplinary research. The emerging theoretical framework is followed by a discussion on the challenges and opportunities for service research in making interdisciplinary and transdisciplinary theoretical contributions. Findings - The research provides a typological framework for understanding intra-, multi-, inter-, and transdisciplinary service research and, implications related to how service research contributions can become increasingly inter- and transdisciplinary. Originality/value - The paper contributes to widening the scope of service research by focussing on how the domain can overcome hurdles and increase its potential for making theoretical contributions that are applicable across and beyond established research disciplines.

Keyword
Interdisciplinary research, Service research, Intradisciplinary research, Multidisciplinary research, Transdisciplinary research
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-42061 (URN)10.1108/JOSM-03-2015-0098 (DOI)000374164200002 ()
Available from: 2016-05-19 Created: 2016-05-19 Last updated: 2017-08-15Bibliographically approved
Brodie, R. J. & Gustafsson, A. (2016). Enhancing theory development in service research. Journal of Service Management, 27(1), 2-8
Open this publication in new window or tab >>Enhancing theory development in service research
2016 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, p. 2-8Article in journal, Editorial material (Other academic) Published
Abstract [en]

Purpose - The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014. Design/methodology/approach - A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop. Findings - Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research. Originality/value - Exploring how a collaborative approach to research can be used.

Keyword
Collaborative theorizing, Empeirical Knowledge, Theoretical knowledge, Theory development
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-42060 (URN)10.1108/JOSM-03-2015-0097 (DOI)000374164200001 ()
Available from: 2016-05-19 Created: 2016-05-19 Last updated: 2017-11-30Bibliographically approved
Otterbring, T., Wastlund, E. & Gustafsson, A. (2016). Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency. Journal of Retailing and Consumer Services, 28, 165-170
Open this publication in new window or tab >>Eye-tracking customers' visual attention in the wild: Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency
2016 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 28, p. 165-170Article in journal (Refereed) Published
Abstract [en]

A retail store is a multi-sensory environment filled with messages to tempt customers into making unplanned purchases. The purpose of this field study was to examine the interplay between three factors claimed to precede and influence unplanned purchases: store familiarity, visual attention, and navigational fluency (the subjective ease of navigating). Eye-tracking recordings and post-study questionnaires from 100 grocery store shoppers showed that store familiarity was positively associated with navigational fluency. However, customers' levels of dynamic gaze behavior (a frequent, widely distributed viewing pattern) moderated this effect. Dynamic gaze behavior significantly predicted navigational fluency among customers with low and moderate store familiarity, but not among customers familiar with the store. These findings challenge the formerly held assumption that store familiarity automatically implies navigational ease, and store unfamiliarity implies navigational difficulty. The results have implications for navigational aspects in stores. (C) 2015 Elsevier Ltd. All rights reserved.

Keyword
Eye tracking, Visual attention, Navigation, Navigational fluency, Store familiarity, Field study
National Category
Economics and Business Psychology
Research subject
Business Administration; Psychology
Identifiers
urn:nbn:se:kau:diva-41199 (URN)10.1016/j.jretconser.2015.09.004 (DOI)000370753500017 ()
Available from: 2016-04-01 Created: 2016-04-01 Last updated: 2017-12-06Bibliographically approved
Lusch, R. F., Vargo, S. L. & Gustafsson, A. (2016). Fostering a trans-disciplinary perspectives of service ecosystems. Journal of Business Research, 69(8), 2957-2963
Open this publication in new window or tab >>Fostering a trans-disciplinary perspectives of service ecosystems
2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, p. 2957-2963Article in journal (Refereed) Published
Abstract [en]

This article provides a brief introduction and comments on the articles in this special issue on transdisciplinary perspectives of service-dominant logic. Insights are provided that draw on economics, ecosystems theory, philosophy, service science, sociology, strategic management and systems science. Collectively these articles enhance service-dominant logic as well as foster more transdisciplinary research. We also integrate some of the ideas presented and share some observations and suggestions on resource integration, value co-creation, institutions, and service ecosystems. (C) 2016 Elsevier Inc. All rights reserved.

Keyword
Co-creation, Service-dominant logic, Transdiscipline, Ecosystems theory
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-44649 (URN)10.1016/j.jbusres.2016.02.028 (DOI)000377726600036 ()
Available from: 2016-08-11 Created: 2016-08-11 Last updated: 2017-11-28Bibliographically approved
Snyder, H., Witell, L., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Identifying categories of service innovation: A review and synthesis of the literature. Journal of Business Research, 69(7), 2401-2408
Open this publication in new window or tab >>Identifying categories of service innovation: A review and synthesis of the literature
Show others...
2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2401-2408Article, review/survey (Refereed) Published
Abstract [en]

Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance. 

Keyword
Service innovation, Radical, Incremental, Value co-creation, Literature review
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-42618 (URN)10.1016/j.jbusres.2016.01.009 (DOI)000375812300010 ()
Available from: 2016-06-03 Created: 2016-06-03 Last updated: 2017-12-06Bibliographically approved
Olsson, M., Högberg, J., Wästlund, E. & Gustafsson, A. (2016). In-Store Gamification: Testing a Location-Based Treasure Hunt App in a Real Retailing Environment. In: 2016 49TH HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES (HICSS): . Paper presented at 49th Hawaii International Conference on System Sciences (HICSS), JAN 05-08, 2016, Kauai, Hawaii (pp. 1634-1641).
Open this publication in new window or tab >>In-Store Gamification: Testing a Location-Based Treasure Hunt App in a Real Retailing Environment
2016 (English)In: 2016 49TH HAWAII INTERNATIONAL CONFERENCE ON SYSTEM SCIENCES (HICSS), 2016, p. 1634-1641Conference paper, Published paper (Refereed)
Abstract [en]

Traditional retailers are facing strong competition from e-commerce. One way to meet this challenge is to follow the marketing movement of focusing on customer experiences. This transformation is based on the notion of engaging customers and one way to drive this engagement is through gamification to support value creation. In this study, we have identified variables affecting intentions to use gamified services and in what ways. For this purpose, we developed an app that generated different levels of gamification by varying the number of game elements. The data from a survey distributed during a field experiment indicates that an increasing level of gamification and technology experience have direct positive associations with intrinsic motivation. Furthermore, intrinsic motivation has a positive direct association with satisfaction, although this is partly mediated by mood. Finally, satisfaction has a positive direct relation with intention to use.

Series
Proceedings of the Annual Hawaii International Conference on System Sciences, ISSN 1060-3425
National Category
Business Administration Psychology
Research subject
Business Administration; Psychology
Identifiers
urn:nbn:se:kau:diva-44651 (URN)10.1109/HICSS.2016.206 (DOI)000377358201091 ()978-0-7695-5670-3 (ISBN)
Conference
49th Hawaii International Conference on System Sciences (HICSS), JAN 05-08, 2016, Kauai, Hawaii
Available from: 2016-08-11 Created: 2016-08-11 Last updated: 2016-08-15Bibliographically approved
Martin, D., Gustafsson, A. & Choi, S. (2016). Service innovation, renewal, and adoption/rejection in dynamic global contexts. Journal of Business Research, 69(7), 2397-2400
Open this publication in new window or tab >>Service innovation, renewal, and adoption/rejection in dynamic global contexts
2016 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, p. 2397-2400Article in journal (Refereed) Published
Abstract [en]

This Journal of Business Research special section includes 7 articles selected from papers presented during the 2014 Global Marketing Conference held July 15-18, 2014. The Conference's theme was "Bridging Asia and the World: Globalization of Marketing and Management Theory and Practice." This special edition introduces current topics concerning researchers and practitioners about service innovation, renewal, and adoption/rejection research. Following the conference's theme, this special edition emphasizes the need for educators and business leaders to make sense, plan, and interpret outcomes accurately of implementing service innovations in dynamic global contexts. 

Keyword
Innovation, Service, Service innovation adoption, Service innovation failure
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-42619 (URN)10.1016/j.jbusres.2016.01.008 (DOI)000375812300009 ()
Available from: 2016-06-03 Created: 2016-06-03 Last updated: 2017-11-30Bibliographically approved
Andersson K, P., Gustafsson, A., Kristensson, P. & Wästlund, E. (2016). The effect of frontline employees' personal self-disclosure on consumers' encounter experience. Journal of Retailing and Consumer Services, 30(May), 40-49
Open this publication in new window or tab >>The effect of frontline employees' personal self-disclosure on consumers' encounter experience
2016 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, no May, p. 40-49Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

Keyword
Self-disclosure, Frontline employee, Encounter experience, Social impresssion, Satisfaction, Reciprocal behavior
National Category
Business Administration Psychology
Research subject
Psychology; Business Administration
Identifiers
urn:nbn:se:kau:diva-41905 (URN)10.1016/j.jretconser.2015.12.004 (DOI)000375851500005 ()
Available from: 2016-04-25 Created: 2016-04-25 Last updated: 2017-11-30Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0001-8278-1442

Search in DiVA

Show all publications