Understanding Service Development in Public Transport Sector in Sweden: An Analysis Conducted from a Network Perspective
2006 (English)Conference paper (Refereed)
Purpose of the paper and literature addressed
The aim of this study is to integrate the two rather broad theoretical settings, network theory according to the IMP-school and service development research. This integration is done by using the classical IMP-models considering Actors, Activities and Resources (Håkansson & Johansson 1992 and Håkansson & Snehota 1995) and the Interaction Model (IMP 1982) on a service development setting, in order to investigate what actors that are involved in the service development process and what resources they contribute with.
In order to integrate the two above discussed theoretical areas, three cases with focus on service development in the public transport area in Sweden has been used. The cases is about the development and transformation of the public transport that has been made in order to make the public transport more easy available for different group of travellers, including elderly and disabled citizens.
The cases under study have helped to identify and create an understanding of which actors needed to be incorporated and managed in the service development process. Based on the study one could identify at least five different groups of actors involved in and playing important roles in the service development process. These actors are; the policy makers, the driving actors, the supporting actors, the providers and the users. From the cases one could find that there are some actors who are controlling certain resources that are of great importance for the service development. In some cases those resources are physical in other the resources are information and not the least, the power to decide about and implement the service development. Since the resource used for one purpose might obstruct the use of the resource for other projects there might be conflict between different needs and interest. From this point of view it is important to have actors with power to decide over the scarce resources engaged in the project.
The studies main contribution is the identification of five different actor and their roles in the service development process. The study also combines IMP-network perspective with New Service Development theory
Place, publisher, year, edition, pages
service development and network
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-25167OAI: oai:DiVA.org:kau-25167DiVA: diva2:598943
22nd IMP-confernce in Milan