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Relevant and Preferred Public Service: A study of user experiences and value creation in public transit
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2016 (English)In: Public Management Review, ISSN 1471-9037, E-ISSN 1471-9045, Vol. 18, no 1, 65-90 p.Article in journal (Refereed) Published
Abstract [en]

When public service success is dependent upon creating value that attracts users, public managers can benefit from adopting private sector principles. This article draws on the theory of attractive quality and strategic management research to focus on the theoretical and managerial implications of how organizations' resource allocations affect user experiences. The present study shows how public transit organizations' achievement of twenty-five different service requirements affected their offerings' relevance and preference among 930 users. This article increases the understanding of how strategic choices and prioritization between various service requirements affect both the effectiveness and efficiency of (public) service offerings.

Place, publisher, year, edition, pages
2016. Vol. 18, no 1, 65-90 p.
Keyword [en]
service management, user experiences, public transit, theory of attractive quality, value creation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-33395DOI: 10.1080/14719037.2014.957343ISI: 000363978200004OAI: oai:DiVA.org:kau-33395DiVA: diva2:738069
Available from: 2014-08-15 Created: 2014-08-15 Last updated: 2016-02-24Bibliographically approved
In thesis
1. Fit in to stand out: An experience perspective on value creation
Open this publication in new window or tab >>Fit in to stand out: An experience perspective on value creation
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

In order to grow and survive, a firm must create value with consumers in ways that both fit in with consumer demands and stand out from competitors. Focusing on and understanding consumer and firm assessments of value and creation of value has become a central scope in the contemporary strategic management and marketing literature for understanding and explaining firm survival and success. Consequently, the overall aim of this thesis is to provide a conceptually and empirically grounded understanding of consumers’ and managers’ value assessments and behavior in value creation.

This thesis draws on a consumer experience perspective and theories on social construction, organizational identity, self-congruence, and the theory of attractive quality, and combines multiple qualitative and quantitative studies. The findings in this thesis shed light on the interplay between consumers, firms, and contextual structures in value creation. Contextual structural, cultural, and political forces are shown to affect and be affected by the shared and individual cognitions of value creation that firms and consumers use in their assessment and creation value.

The results of the study enhance the understanding of how firms can adopt various strategic schemas or organizing logics to optimize different types of use value creation when choosing between opposing and contradictive demands in their value creation. Furthermore, the thesis provides a deeper understanding of the hierarchical nature of consumer judgments of value that can be used to enhance the effectiveness of firm prioritizations and as a foundation for future value-creating strategies.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2014. 110 p.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2014:44
Keyword
use value, consumer experiences, value creation, strategic schemas, attractive quality
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-33398 (URN)978-91-7063-579-3 (ISBN)
Public defence
2014-09-23, Agardhsalen, 1D 257, Karlstad, 13:00 (English)
Opponent
Supervisors
Available from: 2014-09-02 Created: 2014-08-15 Last updated: 2016-06-01Bibliographically approved
2. Innovative Value Creation in Public Transport: Learning to Structure for Capability
Open this publication in new window or tab >>Innovative Value Creation in Public Transport: Learning to Structure for Capability
2016 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

Purpose The purpose of this thesis is to explore the capability of Swedish regional public transport authorities (RPTAs) to organize public transport so that it stimulates the intended value creation process needed to increase users’ positive experience.

Design/methodology/approach – This thesis utilizes an interpretative research approach. Two empirical studies, resulting in two papers have been used in this thesis. Study I consists of a quantitative Kano questionnaire with 930 respondents. Study II comprises a qualitative study with 11 semi-structured interviews. Both studies have been equally necessary to the results of this thesis.

Findings – Public transport is one of the few public services with a mandate to attract users, and therefore, this thesis suggests that Swedish public transport organizations must understand how various services in multiple dimensions affect users’ preferences for public transport. With this understanding, public transport organizations can effectively and efficiently allocate resources and increase the appeal of future public transport. Such a focus demands a deep organizational knowledge and understanding of customer needs and detailed awareness of how the achievement of various requirements affects customers. This thesis shows that organizational structures are based on political comprises rather then the needs to solve coordination challenges and facilitate customers’ value creation. It is further argued that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ capabilities to include and understand public transport users’ needs. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.  In addition, I argue that RPTAs must employ both exploitative and exploratory learning to improve their capabilities and increase their efficiency and effectiveness. This thesis also provides a model to describe these relationships.

Originality/value – Unlike previous studies, this thesis shows how organizational structures are decided based on political compromises rather than the need for coordination. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.

Abstract [en]

Public transport is one of the few public services with a mandate to attract users, and therefore, this thesis suggests that Swedish public transport organizations must understand how various services in multiple dimensions affect users’ preferences for public transport. With this understanding, public transport organizations can effectively and efficiently allocate resources and increase the appeal of future public transport. Such an approach requires not only a deep organizational knowledge of customer needs, but also a detailed knowledge of how the achievement of the various demands affects users and their value creation. This thesis further shows that organizational structures are based on political comprises rather then the needs to solve coordination challenges and facilitate customers’ value creation. It is here argued that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ capabilities to include and understand public transport users’ needs. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.

Place, publisher, year, edition, pages
Karlstad: Karlstads universitet, 2016. 68 p.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2016:6
Keyword
Capability, organizational learning, organizational structure, public transport, theory of attractive quality
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-39091 (URN)978-91-7063-684-4 (ISBN)
External cooperation:
Presentation
2016-03-11, 11D257, Agardhsalen, Karlstad, 13:15 (Swedish)
Opponent
Supervisors
Available from: 2016-02-22 Created: 2016-01-20 Last updated: 2016-08-25Bibliographically approved

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Högström, ClaesDavoudi, SaraLöfgren, Martin
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