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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
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
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
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
Tronvoll, B. & Edvardsson, B. (2022). Defining and Framing Service Management (1sted.). In: Bo Edvardsson, Bård Tronvoll (Ed.), The Palgrave Handbook of Service Management: (pp. 19-33). Palgrave Macmillan
Open this publication in new window or tab >>Defining and Framing Service Management
2022 (English)In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, 1st, p. 19-33Chapter in book (Other academic)
Abstract [en]

Service management is an academic discipline, a concept, and a practice, making it critical to define and illustrate. The core of service management is to carry out meaningful and vital tasks, solving problems, and realizing outcomes of value for customers, firms, and other engaged actors. Service management is focused on actor-driven processes and outcomes, organized in service ecosystems and shaped by available resources, norms, rules, and habits and defined as: “a set of competencies available for actors in the ecosystem, enabling and realizing value creation through service.” This emphasizes the crucial role of actors and their competencies for service provision, including creating value for themselves and others. Nevertheless, service management is about “getting things done”: realizing value outcomes by managing the necessary supporting prerequisites, structures, competencies, and resources.

Place, publisher, year, edition, pages
Palgrave Macmillan, 2022 Edition: 1st
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-94923 (URN)10.1007/978-3-030-91828-6_2 (DOI)2-s2.0-85159389597 (Scopus ID)978-3-030-91827-9 (ISBN)978-3-030-91828-6 (ISBN)
Available from: 2023-06-12 Created: 2023-06-12 Last updated: 2023-06-19Bibliographically approved
Tronvoll, B. (2022). Expanding the Scope of Service Recovery. In: Bo Edvardsson, Bård Tronvoll (Ed.), The Palgrave Handbook of Service Management: (pp. 849-868). Palgrave Macmillan
Open this publication in new window or tab >>Expanding the Scope of Service Recovery
2022 (English)In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, p. 849-868Chapter in book (Other academic)
Abstract [en]

In complex service ecosystems, service recovery becomes vital for the competitiveness and survival of both firms and their network partners. Current service recovery literature highlights three types of recovery outcomes: customer, procedural, and employee. This chapter expands the scope to argue for a fourth recovery component, the network recovery. The introduction of network recovery moves service recovery beyond its traditional customer context to include business-to-business settings. Network recovery is portrayed according to network characteristics, network structure, network relationships, and network dynamics. The proposed description of varied service recovery outcomes thus emphasizes both network recovery and a service recovery strategy.

Place, publisher, year, edition, pages
Palgrave Macmillan, 2022
Keywords
Customer recovery, Employee recovery, Network recovery, Procedural recovery, Service recovery
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-94914 (URN)10.1007/978-3-030-91828-6_40 (DOI)2-s2.0-85159455629 (Scopus ID)978-3-030-91827-9 (ISBN)978-3-030-91830-9 (ISBN)
Available from: 2023-05-29 Created: 2023-05-29 Last updated: 2023-05-29Bibliographically approved
Dehling, S., Edvardsson, B. & Tronvoll, B. (2022). How do actors coordinate for value creation?: A signaling and screening perspective on resource integration. Journal of Services Marketing, 36(9), 18-26
Open this publication in new window or tab >>How do actors coordinate for value creation?: A signaling and screening perspective on resource integration
2022 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 36, no 9, p. 18-26Article in journal (Refereed) Published
Abstract [en]

Purpose Although service research typically asserts that institutions coordinate actors' value creation processes, institutions and resources are not necessarily transparent, aligned, or pre-existing. This paper aims to develop a more granular perspective on how actors coordinate for value. Design/methodology/approach Drawing on the established concepts of signaling and screening theory, this paper adopts a service marketing perspective to explore how independent heterogeneous actors coordinate for value creation at the individual level. Illustrative cases of corporate startup collaborations are presented in support of the proposed conceptual framework. Findings Actors share and acquire information through signaling and screening activities in a coordinative dialogue with other actors. These resource integration activities (for resource creation and matching) affect actors' valuations and future actions. Originality/value The one-sided explanations of coordination in the existing literature reflect the dominance of the institutional theory. By contrast, the proposed agency-oriented perspective based on the integration of signaling and screening functions offers a more granular conceptualization of the resource integration process. As well as capturing how actors use coordinating dialogue to match resources and institutions, this account also shows that matching is a core element of resource integration rather than an antecedent. The findings indicate paths for future research that focus on the actor.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2022
Keywords
Resource integration, Coordination, Signaling, Screening, Matching, Resource asymmetry, Value creation
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-89449 (URN)10.1108/JSM-02-2020-0068 (DOI)000774823600002 ()2-s2.0-85127786633 (Scopus ID)
Available from: 2022-04-11 Created: 2022-04-11 Last updated: 2022-10-31Bibliographically approved
Edvardsson, B. & Tronvoll, B. (2022). Overview of the Book (1sted.). In: Bo Edvardsson, Bård Tronvoll (Ed.), The Palgrave Handbook of Service Management: (pp. 3-18). Palgrave Macmillan
Open this publication in new window or tab >>Overview of the Book
2022 (English)In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, 1st, p. 3-18Chapter in book (Other academic)
Abstract [en]

The Handbook of Service Management has a broad scope and includes different perspectives of the diverse and complex service management field. The book is structured in five broad themes: service management, service strategy, service leadership and transition, service design and innovation, service interaction, quality and operation and technology in service. We have included contributions for different academic disciplines such as marketing, management, human resources, service operations management, informatics, and computer science to secure different perspectives. More than 100 service scholars from around the world have contributed with a total of 47 chapters. This introductory chapter provides a brief summary of each chapter and a definition of service management.

Place, publisher, year, edition, pages
Palgrave Macmillan, 2022 Edition: 1st
Keywords
Platforms, Resources, Service design, Service ecosystem, Service innovation, Service leadership, Service management, Service strategy, Technology in service, Value-in-context
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-94913 (URN)10.1007/978-3-030-91828-6_1 (DOI)2-s2.0-85159493148 (Scopus ID)978-3-030-91827-9 (ISBN)978-3-030-91828-6 (ISBN)
Available from: 2023-05-29 Created: 2023-05-29 Last updated: 2023-05-29Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-5605-9285

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