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Publications (10 of 65) Show all publications
Fyrberg Yngfalk, A. & Fellesson, M. (2024). Service with(out) a smile: The reproduction of gendered consumer violence. Marketing Theory
Open this publication in new window or tab >>Service with(out) a smile: The reproduction of gendered consumer violence
2024 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301XArticle in journal (Refereed) Epub ahead of print
Abstract [en]

This paper critically examines consumer violations of employees in the Nordic retail sector. In bringing these violations to light, we analyse how employees become subjectified by the ideals of consumer sovereignty, and how service work is discursively and practically aligned with the notion of the sovereign consumer. We demonstrate how the discourse of consumer sovereignty intersects with gendered service work and the expectations of feminine sexual availability, and how this alignment reproduces gender and power inequalities. Drawing on studies of consumer violence and misbehaviour and feminist research on service work, we argue that the patterns of subjugation and consumer abuse are intrinsically embedded both in the ideal of consumer sovereignty itself and in the strategies that employees use to constitute themselves within prevailing market and gender orders. The study provides a critical understanding of how consumer sovereignty operates in tandem with gender structures to form subjugating practices that both enable and normalise consumer violations.

Place, publisher, year, edition, pages
Sage Publications, 2024
Keywords
Consumer sovereignty, consumer violations, gender, marketing, power, service work
National Category
Gender Studies Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-99856 (URN)10.1177/14705931241249624 (DOI)001215767600001 ()2-s2.0-85192534842 (Scopus ID)
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare
Available from: 2024-06-03 Created: 2024-06-03 Last updated: 2024-07-09Bibliographically approved
Fellesson, M. & Fyrberg Yngfalk, A. (2022). Abuse in the moment of truth? The reproduction of sexual harassments in Nordic service consumption contexts. In: : . Paper presented at Gender, Markets, and Consumer (Genmac) Conference.
Open this publication in new window or tab >>Abuse in the moment of truth? The reproduction of sexual harassments in Nordic service consumption contexts
2022 (English)Conference paper, Oral presentation with published abstract (Refereed)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-93809 (URN)
Conference
Gender, Markets, and Consumer (Genmac) Conference
Available from: 2023-03-01 Created: 2023-03-01 Last updated: 2023-03-07Bibliographically approved
Fellesson, M. & Fyrberg Yngfalk, A. (2022). Experiences of Workplace Violence: The Reproduction of Consumer Violence in Nordic Service Management. In: : . Paper presented at Gender Work and Organization conference, Bogota, Colombia, 22-24 juni. .
Open this publication in new window or tab >>Experiences of Workplace Violence: The Reproduction of Consumer Violence in Nordic Service Management
2022 (English)Conference paper, Oral presentation with published abstract (Refereed)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-93810 (URN)
Conference
Gender Work and Organization conference, Bogota, Colombia, 22-24 juni. 
Available from: 2023-03-01 Created: 2023-03-01 Last updated: 2023-03-07Bibliographically approved
Fellesson, M. (2022). Tjänstedesign och tjänstelogik. In: Ahlström, Petter; Bjelke, Börje; Runsteen, Sören; Sandberg Petra (Ed.), Bra bostäder för seniorer – En antologi.: (pp. 115-120). Stockholm: Svensk byggtjänst
Open this publication in new window or tab >>Tjänstedesign och tjänstelogik
2022 (Swedish)In: Bra bostäder för seniorer – En antologi. / [ed] Ahlström, Petter; Bjelke, Börje; Runsteen, Sören; Sandberg Petra, Stockholm: Svensk byggtjänst , 2022, p. 115-120Chapter in book (Other (popular science, discussion, etc.))
Place, publisher, year, edition, pages
Stockholm: Svensk byggtjänst, 2022
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-93808 (URN)9789179171537 (ISBN)
Available from: 2023-03-01 Created: 2023-03-01 Last updated: 2023-03-07Bibliographically approved
Carlqvist, C., Hagerman, H., Fellesson, M., Ekstedt, M. & Hellstrom, A. (2021). Health care professionals' experiences of how an eHealth application can function as a value-creating resource-a qualitative interview study. BMC Health Services Research, 21(1), Article ID 1203.
Open this publication in new window or tab >>Health care professionals' experiences of how an eHealth application can function as a value-creating resource-a qualitative interview study
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2021 (English)In: BMC Health Services Research, E-ISSN 1472-6963, Vol. 21, no 1, article id 1203Article in journal (Refereed) Published
Abstract [en]

Background The number of patients with one or more chronic conditions is increasing globally. One strategy to achieve more sustainable care for these patients is by implementing use of home-based eHealth applications. Such services support patients to take on a more active role as value-creating co-producers of their own care, in collaboration with health care professionals. Health care professionals have a key role in the value creation process, but little is known about value formation within eHealth interactions, especially from their perspective. Therefore, this study aimed to provide a deeper understanding of how an eHealth application can function as a value-creating resource from the perspective of health care professionals. Methods Semi-structured interviews were conducted with thirteen health care professionals (nurses, physicians and first-line managers). Qualitative content analysis was used to analyze the interviews. Results The findings indicate that value formation processes are strongly influenced by the organizational preconditions and by the usability and functionality of technology. The experiences of the health care professionals indicated that value was conceptualized in dimensions of meaningfulness, building of relationships, building safety and feelings of trust. Although these dimensions were mainly expressed in a positive way, such as perceived improvement of medical care, accessibility and continuity, they also had a negative side that caused value destruction. This was primarily due to patient difficulties in using the application or making measurements. Subsequent efforts at value recovery resulted in value creation, but were often time-consuming for the professionals. Conclusions This study contributes by extending conceptualizations of value to the role of health care professionals and by highlighting technology as sometimes facilitating and sometimes hampering value formation processes. The findings indicate that the eHealth application was a value-creating resource, facilitating proactive communication and supporting patients' engagement and control over their self-care. However, for the application to become a more valuable resource in practice and counteract inequity in care, it needs to be further developed to be adapted to the needs and preconditions of patients.

Place, publisher, year, edition, pages
BioMed Central, 2021
Keywords
Chronic conditions, Co-production, eHealth, Health care professionals, Inequality, Telemonitoring, Value, Value destruction, Value recovery, Qualitative study
National Category
Nursing
Research subject
Nursing Science; Business Administration
Identifiers
urn:nbn:se:kau:diva-87334 (URN)10.1186/s12913-021-07232-3 (DOI)000714917700004 ()34740340 (PubMedID)2-s2.0-85118728981 (Scopus ID)
Available from: 2021-11-22 Created: 2021-11-22 Last updated: 2022-09-15Bibliographically approved
Lindahl, G., Ahlström, P., Fellesson, M., Bjelke, B. & Nilsson, F. (2021). Why space is not enough: Service innovation and service delivery in senior housing. In: Peter Ekman, Peter Dahlin, Christina Keller (Ed.), Management and Information Technology after Digital Transformation: (pp. 72-80). Taylor and Francis
Open this publication in new window or tab >>Why space is not enough: Service innovation and service delivery in senior housing
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2021 (English)In: Management and Information Technology after Digital Transformation / [ed] Peter Ekman, Peter Dahlin, Christina Keller, Taylor and Francis , 2021, p. 72-80Chapter in book (Other academic)
Place, publisher, year, edition, pages
Taylor and Francis, 2021
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-88842 (URN)10.4324/9781003111245-8 (DOI)2-s2.0-85118354345 (Scopus ID)9781003111245 (ISBN)
Available from: 2022-02-28 Created: 2022-02-28 Last updated: 2022-10-18Bibliographically approved
Fellesson, M. & Salomonson, N. (2020). It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work. Journal of Retailing and Consumer Services, 54, 1-8, Article ID 102050.
Open this publication in new window or tab >>It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work
2020 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 54, p. 1-8, article id 102050Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to empirically explore the relationship between frontline employees' service orientation, negative emotions and handling strategies during situations of customer incivility involving phubbing. In such situations, the logic and the practical implications of service orientation are challenged. Drawing on a survey of 2,940 employees in the Swedish retail sector, the paper shows that service orientation impacts upon how situations involving difficult customers are handled, and that this impact is mediated by employees’ negative emotional reactions. The paper contributes to retail management by pointing to the limitations of solely relying on service orientation and similar ideals in situations of customer incivility.

Place, publisher, year, edition, pages
Elsevier, 2020
Keywords
Customer incivility, Customer misbehaviour, Frontline employees, Handling strategies, Negative emotions, Phubbing, Retail, Service orientation, cognition, consumption behavior, limit analysis, retailing, service sector, strategic approach, Sweden
National Category
Work Sciences Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-77549 (URN)10.1016/j.jretconser.2020.102050 (DOI)000528835800048 ()2-s2.0-85078671165 (Scopus ID)
Funder
Swedish Research Council, 2012-641Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741
Available from: 2020-04-24 Created: 2020-04-24 Last updated: 2020-05-27Bibliographically approved
Molander, S., Fellesson, M. & Friman, M. (2018). Market Orientation in Public Service: A comparison between buyers and providers. Journal of Nonprofit & Public Sector Marketing, 30(1), 1-21
Open this publication in new window or tab >>Market Orientation in Public Service: A comparison between buyers and providers
2018 (English)In: Journal of Nonprofit & Public Sector Marketing, ISSN 1049-5142, E-ISSN 1540-6997, Vol. 30, no 1, p. 1-21Article in journal (Refereed) Published
Abstract [en]

Public services have been subjected to processes of deregulation, competition, and privatization in many countries worldwide. One popular reform has involved focusing on competitive procurement. This context, where public and private organizations jointly deliver the service in a dyad, makes the market orientation of public services highly complex. The main elements of market orientation – intelligence generation, intelligence dissemination and responsiveness– have shown themselves to be valid and of significance in both the private and public sectors. Nevertheless, the empirical context of the public sector involves a complexity that has been poorly addressed in market orientation research. In this study, we research the Swedish public transport industry and survey buyer and provider organizations in order to determine how market-orientated activities are approached in public-private service dyads. We present three theoretically-underpinned relationship types - buyer dominated, provider dominated and collaborative - which we suggest as having implications for market-oriented activities. A survey of public transport authorities’ (buyers, n = 48) and operators’ (providers, n = 49) market orientation activities reveals the concurrent prevalence of characteristics from all three relationship types, as both parties try to dominate the relationship while also engaging in collaborative efforts. Drawing on our theoretical framework and our empirical results, we conclude that there are legitimate differences in the perspectives of buyers and providers, and that these differences, if acknowledged and properly managed, can provide valuable resources in the development of a joint market orientation in complex public-private settings.

Place, publisher, year, edition, pages
Taylor & Francis, 2018
National Category
Economics and Business
Research subject
Business Administration; Psychology
Identifiers
urn:nbn:se:kau:diva-63674 (URN)10.1080/10495142.2017.1326342 (DOI)000425427900004 ()
Available from: 2017-09-14 Created: 2017-09-14 Last updated: 2021-04-05Bibliographically approved
Joelsson, D., Fellesson, M., Kristensson, P., Matthing, J. & Witell, L. (2018). Service design methods’ impact on customer understanding in a manufacturing firm. In: 28th RESER Conference: . Paper presented at 28th RESER Conference, Gothenburg, Sweden, September 20-22.
Open this publication in new window or tab >>Service design methods’ impact on customer understanding in a manufacturing firm
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2018 (English)In: 28th RESER Conference, 2018Conference paper, Oral presentation with published abstract (Refereed)
National Category
Economics and Business
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-81459 (URN)
Conference
28th RESER Conference, Gothenburg, Sweden, September 20-22
Available from: 2020-11-23 Created: 2020-11-23 Last updated: 2020-12-14Bibliographically approved
Joelsson, D., Kristensson, P. & Fellesson, M. (2017). Profound Understanding for Half a Customer. In: : . Paper presented at Conference proceedings and presentation at QUIS 15, Porto, Portugal, June 12-17.
Open this publication in new window or tab >>Profound Understanding for Half a Customer
2017 (English)Conference paper, Oral presentation with published abstract (Refereed)
National Category
Economics and Business
Identifiers
urn:nbn:se:kau:diva-81458 (URN)
Conference
Conference proceedings and presentation at QUIS 15, Porto, Portugal, June 12-17
Available from: 2020-11-23 Created: 2020-11-23 Last updated: 2020-12-14Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-1419-2667

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