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Roos, Inger
Publications (10 of 52) Show all publications
Skarin, F., Olsson, L. E., Roos, I. & Friman, M. (2017). The household as an instrumental and affective trigger in intervention programs for travel behavior change. Travel Behaviour & Society, 6, 83-89
Open this publication in new window or tab >>The household as an instrumental and affective trigger in intervention programs for travel behavior change
2017 (English)In: Travel Behaviour & Society, ISSN 2214-367X, E-ISSN 2214-3688, Vol. 6, p. 83-89Article in journal (Refereed) Published
Abstract [en]

The household plays an important role in behavior change in many lifestyle areas. Various intervention programshave been implemented in order to change travel behavior and it is well known that travel behavior is influenced bythese, and that the household plays an important role. Less research has gone into understanding the reasons forsuch behavior changes. With the aim of understanding more about household influences and triggers of travelbehavior change, two intervention studies were conducted which included free travel passes on public transport. InStudy 1 (n=108) questionnaires were sent out by e-mail to investigate whether or not household members’ influenceanother member participating in a voluntary change program, and to thus identify influential triggers. In Study 2(n=20), interviews were conducted to identify and understand influential triggers in travel behavior change. The resultsshow, in line with previous research, that household members influence each other’s behavior. In addition toinstrumental triggers, affective triggers were also identified as being of key importance. Although the householdenabled travel behavior change, it was predominantly perceived to hinder travel behavior change.

Place, publisher, year, edition, pages
Elsevier, 2017
Keywords
travel; behavior; change; intervention; household; trigger
National Category
Social Sciences
Research subject
Psychology
Identifiers
urn:nbn:se:kau:diva-45790 (URN)10.1016/j.tbs.2016.08.001 (DOI)
Available from: 2016-09-07 Created: 2016-09-07 Last updated: 2019-07-11Bibliographically approved
Awan, S. A., Said, M. & Roos, I. (2015). Improve the Communication Quality by Understanding Switching Behavior. In: Wang Yingming, Xu Hongyi (Ed.), PROCEEDINGS OF THE 12TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT: . Paper presented at 12th International Conference on Innovation and Management, Wuhan, November 20-22, 2015 (pp. 62-73). WUHAN UNIV TECHNOLOGY PRESS
Open this publication in new window or tab >>Improve the Communication Quality by Understanding Switching Behavior
2015 (English)In: PROCEEDINGS OF THE 12TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT / [ed] Wang Yingming, Xu Hongyi, WUHAN UNIV TECHNOLOGY PRESS , 2015, p. 62-73Conference paper, Published paper (Refereed)
Abstract [en]

Instant paper aims to analyze telecom customer relationship by delving into customer switching behavior and identifying preferred communication type to help companies in designing appropriate communication in order to prevent the customer switching and enhancing customer loyalty. Two staged qualitative research has been conducted by interviewing 13 telecom customers who had experienced telecom service provider switching and data is analyzed by coding technique. Findings reveal that telecom customers chose distinctive sources of information while making switching decision. Active customers chose newsletter based on rich content including innovative services information whereas passive customers chose newsletter primarily based on competitive prices. Managers can communicate active and passive customers according to the respective communication preferences. Moreover, marketers can study switching determinants, triggers and sources of information in order to design the customized communication so as to prevent triggers from happening in the first place, thereby enhancing customer loyalty. This paper synthesizes insights from the extant literature on relationship marketing, customer switching behavior and contemporary communication channels to develop comprehensive customer-driven loyalty enhancing communication.

Place, publisher, year, edition, pages
WUHAN UNIV TECHNOLOGY PRESS, 2015
Keywords
Customer switching behavior, Telecom customer loyalty and relationship marketing communication, Newsletters, Situational, Influential and reactional triggers, Switching determinants
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-44551 (URN)000376542300010 ()978-7-5629-5021-9 (ISBN)
Conference
12th International Conference on Innovation and Management, Wuhan, November 20-22, 2015
Available from: 2016-08-04 Created: 2016-08-04 Last updated: 2017-08-15Bibliographically approved
Selos, E., Teemu, L., Roos, I., Suomala, P. & Pitkänen, L. (2013). Applying SPAT for understanding B-to-B supplier switching processes. Managing Service Quality, 23(4), 321-340
Open this publication in new window or tab >>Applying SPAT for understanding B-to-B supplier switching processes
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2013 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 23, no 4, p. 321-340Article in journal (Refereed) Published
Abstract [en]

Purpose: This study aims to focus on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B-to-C) context to the processes of business-to-business (B-to-B) supplier switches. Design/methodology/approach: The paper is a theory extension of SPAT, with nine (9) supplier switching cases in different B-to-B settings. The cases shed light also on the actual triggers and determinants of the B-to-B switches. Findings: The study proves the applicability of SPAT in B-to-B settings. The B-to-B context adds complexity, forming a relationship flow where many driving factors act for switching. Thus, the findings suggest that a comprehensive analysis of the triggers and determinants is required to understand the switching processes. In particular, the characteristics of the active/passive behaviour should be analysed separately in the customer and in the old and new suppliers. Research limitations/implications: The empirical findings are exploratory in nature. Further research should refine the characteristics of active and passive behaviour at the levels of the relationship, the companies and the individuals to comprehend the notion of the influential trigger in SPAT. Further research should also address the wider topic of the patterns of certain triggers and determinants that actually lead to unstable supplier relationships. Practical implications: The B-to-B supplier switches appear to be complex processes. The supplier should be able to be constantly aware of the major changes in the customer’s business. Based on this awareness, the supplier may actively affect the development of the relationship to avoid unwanted switches. Originality/value: The paper combines the relatively mature research stream of B-to-C supplier switches and access to B-to-B supplier-switching cases. The theory contribution of the paper is the extension of the theory to the B-to-B context, with relevant research implications.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2013
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-43932 (URN)10.1108/MSQ-03-2013-0047 (DOI)000321087100005 ()2-s2.0-84879390550 (Scopus ID)
Available from: 2016-06-30 Created: 2016-06-30 Last updated: 2018-10-18Bibliographically approved
Roos, I., Löfgren, M. & Edvardsson, B. (2013). Customer-Support Service from a Relationship Perspective: Best Practice for Telecom. Management Research and Practice Journal (MRP), 5(2), 5-21
Open this publication in new window or tab >>Customer-Support Service from a Relationship Perspective: Best Practice for Telecom
2013 (English)In: Management Research and Practice Journal (MRP), ISSN 2067-2462, Vol. 5, no 2, p. 5-21Article in journal (Refereed) Published
Place, publisher, year, edition, pages
Bucharest: Faculty of management, Academy of Economic Studies, 2013
Keywords
Customer-Support Service, Customer Relationships, Active and Passive Customers
National Category
Social Sciences
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-27429 (URN)
Available from: 2013-05-29 Created: 2013-05-29 Last updated: 2015-05-27Bibliographically approved
Selos, E., Laine, T., Pitkänen, L., Suomala, P. & Roos, I. (2012). Active/passive Customer Behavior in the Business-to-Business Supplier Switches: Extending SPAT to B-to-B Context. In: Jocob Mickelsson & Anu Helkkula (Ed.), : . Paper presented at SERVSIG International Research Conference, June 7-9. Hanken School of Economics, Helsinki, Finland.
Open this publication in new window or tab >>Active/passive Customer Behavior in the Business-to-Business Supplier Switches: Extending SPAT to B-to-B Context
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2012 (English)In: / [ed] Jocob Mickelsson & Anu Helkkula, 2012Conference paper, Published paper (Refereed)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-27353 (URN)978-952-232-170-1 (ISBN)
Conference
SERVSIG International Research Conference, June 7-9. Hanken School of Economics, Helsinki, Finland
Available from: 2013-05-22 Created: 2013-05-22 Last updated: 2013-07-04Bibliographically approved
Wägar, K., Roos, I., Ravald, A. & Edvardsson, B. (2012). My Customers Are in My Blind Spot: Are They Changing and I cannot See It?. Journal of Service Research, 15(2), 150-165
Open this publication in new window or tab >>My Customers Are in My Blind Spot: Are They Changing and I cannot See It?
2012 (English)In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 15, no 2, p. 150-165Article in journal (Refereed) Published
Abstract [en]

It is clearly recognized that service providers often have an incomplete and fragmentary understanding of their customers' relationship behaviors. Although it is clear that this incomplete understanding has serious implications for customer relationship management, and might even constitute a strategic risk, there have been no explicit attempts to analyze the phenomenon. The authors therefore introduce and develop the concept of the blind spot as a metaphor referring to situations where a service provider's visual field is obscured. The authors examine the phenomenon of blind spots in a temporal and a relational context, determine their consequences, and outline the implications for customer relationship management. A number of blind spot scenarios are presented in order to illustrate how blind spots obstruct the service provider's ability to make correct interpretations of customer relationships, and thereby also correct estimations of relationship stability. The conceptualization of blind spots as outlined in this article sheds light on the underlying mechanisms that drive customer behavior in terms of relationship stability and hence offers a deeper understanding of the dynamic nature of customer relationships. From a managerial point of view, proper monitoring systems and routines for analyzing relevant customer information play essential roles in understanding and managing blind spots.

Keywords
customer relationship behavior, relationship stability, blind spot, strategic uncertainty, phenomenology
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-38507 (URN)10.1177/1094670511435540 (DOI)000303605200002 ()
Available from: 2016-01-22 Created: 2015-11-23 Last updated: 2017-11-30Bibliographically approved
Roos, I. (2012). Segmentering av kunder i ett byteperspektiv (2ed.). In: Per Echeverri & Bo Edvardsson (Ed.), Marknadsföring i tjänsteekonomin: . Gylling: Naryana Press och Lund: Studentlitteratur
Open this publication in new window or tab >>Segmentering av kunder i ett byteperspektiv
2012 (Swedish)In: Marknadsföring i tjänsteekonomin / [ed] Per Echeverri & Bo Edvardsson, Gylling: Naryana Press och Lund: Studentlitteratur , 2012, 2Chapter in book (Other academic)
Place, publisher, year, edition, pages
Gylling: Naryana Press och Lund: Studentlitteratur, 2012 Edition: 2
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-23280 (URN)9789144059747 (ISBN)
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2013-06-24Bibliographically approved
Roos, I., Edvardsson, B., Wägar, K. & Ravald, A. (2011). Extending Understanding of Customer Relationship Stability: The Concept of The Blind Spot in Service Research.
Open this publication in new window or tab >>Extending Understanding of Customer Relationship Stability: The Concept of The Blind Spot in Service Research
2011 (English)Conference paper, Published paper (Refereed)
Abstract

ABSTRACT

This paper introduces the blind spot as a concept in service research. In the customer-relationship context the blind spot refers to the service providers inability to grasp the divergence between the customers patronage behavior, relationship perceptions and relational mode, and the temporal lability inherent in them. Consequently, the service provider makes a misestimation of the stability of the customer relationship. This constitutes a major challenge for service providers in their efforts to create customer value and develop relationships in order to maintain a loyal customer base. In addressing the challenge the writers develop the notion of blind spots in customer relationships, assess their consequences and propose a set of guidelines in order to reduce their effects.

National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-10791 (URN)
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2015-05-27Bibliographically approved
Wäger, K., Roos, I., Ravald, A. & Edvardsson, B. (2011). Introducing the concepts of asymmetry and blind spots into service research to better understand relaionship behaviors.. Paper presented at QUIS 12 Conference, June 2-11, Cornell University, US.
Open this publication in new window or tab >>Introducing the concepts of asymmetry and blind spots into service research to better understand relaionship behaviors.
2011 (English)Conference paper, Published paper (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-12898 (URN)
Conference
QUIS 12 Conference, June 2-11, Cornell University, US
Available from: 2012-04-12 Created: 2012-04-12 Last updated: 2015-05-27Bibliographically approved
Roos, I., Gustafsson, A., Edvardsson, B. & Nelsson Etzell, A. (2011). SPAT (Switching Path Analysis Technique) - a Method to Understand Switching Paths and Future Behavior. Paper presented at The 12th International Research Symposium on Service Excellence in Management (Quis 12. Paper presented at The 12th International Research Symposium on Service Excellence in Management (Quis 12.
Open this publication in new window or tab >>SPAT (Switching Path Analysis Technique) - a Method to Understand Switching Paths and Future Behavior
2011 (English)Conference paper, Published paper (Refereed)
Abstract

ABSTRACT

The longitudinal application of SPAT- Switching Path Analysis Technique- to different industries showed gradually interesting results relevant for filling identified gaps in the literature on customer decision making. The basis of the process method SPAT was the traditional CIT technique, with its focus on critical incidents. However, soon the development of SPAT changed the focus into the strength of the customer relationships. After one decade of empirical studies using SPAT, the deepened knowledge about customer relationships comprehended not only the possible categorization of the driving factors of the customer relationships according to their caused sensitivity for switching, but also according to their predictability for both staying or switching. In other words, it was possible to tell something about the outcome state that not only included the state as such but the stability, which had been pointed out to have beeen neglected in the literature on decision processes. The use of SPAT (Roos 1999) adds thereby theoretically and empirically to the Fishbein and Ajzenss model (1975) by describing unconscious thought processes and to Ajzen (1991) by extending the The theory of planned behavior model. The addition do not only distinguish between conscious and unconscious thoughts for behavior, but does specifically focus on the stability of the outcome behavior, which by Sheppard et al. (1988) was said to has been obeyed in the Fishbein and Ajzenss model (1975). This article demonstrates the longitudinal empirical studies regarding results relevant for the method development, and suggests a decision model including the stability indicating outcome state.

National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-10790 (URN)
Conference
The 12th International Research Symposium on Service Excellence in Management (Quis 12
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2019-07-09Bibliographically approved
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