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  • 1.
    Ben Letaifa, Soumaya
    et al.
    Univ Quebec, Dept Strategy, CP 8888 Succursale Ctr Ville, Montreal, PQ H3C 3P8, Canada..
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Tronvoll, Bard
    Hedmark University of Applied Sciences, Elverum, Norway.
    The role of social platforms in transforming service ecosystems2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 5, 1933-1938 p.Article in journal (Refereed)
    Abstract [en]

    This study seeks to define and conceptualize the role of social platforms in transforming service ecosystems. The study explores how prime social movers use social platforms to enable transformation. The empirical context is Tunisia, a-service ecosystem in transformation from repression to democracy. The study builds on ecosystems within management research and service ecosystem frameworks in service-dominant logic (SDL) and describe and analyze the process of institutionalization of social change. Using narratives from interviews, the research focuses on how people, especially social movers during the Arab Spring in Tunisia come together and integrate disruptive social resources to make a social revolution a reality. This study contributes with: (1) a comprehensive conceptualization of the role of social platforms in the institutionalization of a social change, (2) clarifying the change of social transformation that starts with people, evolves to meso and macro levels, and transforms society, and (3) identifying a new service transformation framework for service ecosystems. 

  • 2.
    Brüggen, Elisabeth C
    et al.
    Maastricht University, The Netherlands.
    Hogreve, Jens
    Catholic University of Eichstaett-Ingolstadt, Germany.
    Holmlund, Maria
    Hanken School of Economics, Helsinki.
    Kabadayi, Sertan
    Fordham University-Lincoln Center, USA.
    Löfgren, Martin
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. 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.
    Financial well-being: A conceptualization and research agenda2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, 228-237 p.Article in journal (Refereed)
    Abstract [en]

    With savings rates at record lows and inadequate long-term financial planning for retirement, financial well- being has become an important topic for individuals and households as well as for societies and countries. Re- search on the topic, however, remains scarce and scattered across disciplines. The present paper aims to consol- idate and extend knowledge on financial well-being and makes a three-fold contribution to the discussion. First, we propose a new definition based on a perceptual perspective of financial well-being and link it to an individual's current and anticipated desired living standard and financial freedom. We then develop a framework that distinguishes key elements of financial well-being; namely, interventions and financial behaviors, conse- quences, contextual factors, and personal factors. We then present a research agenda to guide future research on financial well-being. This work is designed to inspire researchers to continue expanding the knowledge so that financial institutions can take measures to increase financial well-being. 

  • 3.
    Gebauer, Heiko
    et al.
    Eawag Swiss Fed Inst Aquat Sci & Technol, Innovat Res Util Sect Cirus, Zurich, Switzerland.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Competitive advantage through service differentiation by manufacturing companies2011In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 64, no 12, 1270-1280 p.Article in journal (Refereed)
    Abstract [en]

    This paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness, service differentiation, and business performance within the context of companies that have made a service transition from pure goods providers to service providers. A survey of 332 manufacturing companies provides the basis for the empirical investigation. One key finding is that a strong emphasis on service differentiation can lead to a manufacturing firm's strategies for customer centricity being less sensitive to increasingly complex customer needs, which can increase a firm's payoff for customer centricity. In contrast, the payoff from innovativeness appears to be higher if the firm focuses its resources on either product or service innovation; that is, a dual focus does not work well. This paper discusses the implications of these findings for researchers and managers.

  • 4.
    Högström, Claes
    et al.
    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.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Tronvoll, Bard
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Hedmark University College, Norway.
    Strategic brand management: Archetypes for managing brands through paradoxes2015In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 68, no 2, 391-404 p.Article in journal (Refereed)
    Abstract [en]

    Although brands are acknowledged as significant assets in a firm's value creation and differentiation process, branding literature often describes opposing perspectives and contradictory demands. This article develops a framework of three strategic brand management archetypes that provide new insights into the complexity and often paradoxical ambiguity of branding. By combining an empirical qualitative study with extant brand management and relational exchange theory, the authors suggests that firms create, reinforce, switch, or allow certain brand management archetypes to coexist to optimize specific effects and manage paradoxes. From a managerial perspective, the article suggests that understanding strategic brand management and related paradoxes is fundamental for organizations to achieve desired effects with their value creation. (C) 2014 Elsevier Inc All rights reserved.

  • 5.
    Koskela-Huotari, Kaisa
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. VTT Technical Research Centre of Finland, Oulu, Finland.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Jonas, Julia
    Friedrich-Alexander-University Erlangen-Nürnberg, Germany.
    Sörhammar, David
    Uppsala University.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Innovation in service ecosystems - Breaking, making, and maintaining institutionalized rules of resource integration2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, 2964-2971 p.Article in journal (Refereed)
    Abstract [en]

    Drawing on service-dominant logic and institutional theory, this paper examines innovation as a process that unfolds through changes in the institutional arrangements that govern resource integration practices in service ecosystems. Four cases are used to illustrate the interdependent patterns of breaking, making and maintaining the institutionalized rules of resource integration occurring on multiple levels of institutional context. Such institutional work allows actors to cocreate value in novel and useful ways by a) including new actors, b) redefining roles of involved actors and c) reframing resources within service ecosystems. Our findings show that while the efforts of breaking and making the institutionalized rules are required for such changes to occur, at the same time, institutional maintenance is also important for these changes to institutionalize, that is, to become an integral part of the institutional structure coordinating value cocreation.

  • 6.
    Lusch, Robert F.
    et al.
    Univ Arizona, Eller Coll Management, 1130 East Helen St, Tucson, AZ 85745 USA..
    Vargo, Stephen L.
    Univ Hawaii Manoa, Shidler Coll Business, 2404 Maile Way, Honolulu, HI 96822 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Fostering a trans-disciplinary perspectives of service ecosystems2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, 2957-2963 p.Article in journal (Refereed)
    Abstract [en]

    This article provides a brief introduction and comments on the articles in this special issue on transdisciplinary perspectives of service-dominant logic. Insights are provided that draw on economics, ecosystems theory, philosophy, service science, sociology, strategic management and systems science. Collectively these articles enhance service-dominant logic as well as foster more transdisciplinary research. We also integrate some of the ideas presented and share some observations and suggestions on resource integration, value co-creation, institutions, and service ecosystems. (C) 2016 Elsevier Inc. All rights reserved.

  • 7.
    Martin, Drew
    et al.
    Univ Hawaii, Coll Business & Econ, 200 West Kawili St, Hilo, HI 96720 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Choi, Sunmee
    Yonsei Univ, Sch Business, 50 Yonsei Ro, Seoul 120749, South Korea..
    Service innovation, renewal, and adoption/rejection in dynamic global contexts2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, 2397-2400 p.Article in journal (Refereed)
    Abstract [en]

    This Journal of Business Research special section includes 7 articles selected from papers presented during the 2014 Global Marketing Conference held July 15-18, 2014. The Conference's theme was "Bridging Asia and the World: Globalization of Marketing and Management Theory and Practice." This special edition introduces current topics concerning researchers and practitioners about service innovation, renewal, and adoption/rejection research. Following the conference's theme, this special edition emphasizes the need for educators and business leaders to make sense, plan, and interpret outcomes accurately of implementing service innovations in dynamic global contexts. 

  • 8.
    McColl-Kennedy, Janet R.
    et al.
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Hogan, Suellen J.
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Snyder, Hannah
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Cocreative customer practices: Effects of health care customer value cocreation practices on well-being2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 70, 55-66 p.Article in journal (Refereed)
    Abstract [en]

    Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging in coproducing treatment options, interactions with friends and family and their associated cocreated activities have an even greater positive effect on well-being. Furthermore, several other customer directed activities have positive indirect effects. Interestingly, activities requiring change can have a negative effect on well-being, except in psychological illnesses, where the opposite is true. The authors conclude with theoretical and managerial implications, highlighting that if interactions and activities with medical professionals are supplemented with customer-directed activities, the positive effect on well-being is significantly enhanced.

  • 9.
    Rosenbaum, Mark
    et al.
    Northern Illinois University.
    Kelleher, C
    Cork University Business School, .
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Scherer, A
    Technology and Economics, ETH Zürich.
    Re-placing place in marketing: A resource-exchange place perspective2017In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, 281-289 p.Article in journal (Refereed)
    Abstract [en]

    This study clarifies the marketing discipline's conceptualization of place by presenting a revised perspective and conceptual framework of place, referred to as REPLACE. Drawing from resource exchange theory and attention restoration theory, the framework problematizes the assumption that places are merely physical locales by foregrounding how places can become inseparable aspects of consumers' lives. We present an alternative resource-based perspective of place, namely as a repository of resources that are potentially available to consumers through exchange processes. These exchange processes, and the complexity of the offered resources, influence consumers' relationship with a locale as well as their sense of well-being. With this alternative perspective, we bridge the place concept to public health and extend the understanding of attachment in service settings.

  • 10.
    Snyder, Hannah
    et al.
    Linkoping Univ, Logist & Qual Management, S-58183 Linkoping, Sweden.;Linkoping Univ, HELIX Vinn Excellence Ctr, S-58183 Linkoping, Sweden..
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Fombelle, Paul
    Northeastern Univ, DAmore McKim Sch Business, Boston, MA USA..
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Identifying categories of service innovation: A review and synthesis of the literature2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 7, 2401-2408 p.Article, review/survey (Refereed)
    Abstract [en]

    Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance. 

  • 11.
    Witell, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linköping University.
    Snyder, Hannag
    Linköping University.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Norway.
    Fombelle, Paul
    USA.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Defining service innovation: A review and synthesis2016In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, no 8, 2863-2872 p.Article in journal (Refereed)
    Abstract [en]

    Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

  • 12.
    Wästlund, Erik
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Otterbring, Tobias
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Shams, Poja
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field2014In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, no 1, 95-101 p.Article in journal (Refereed)
    Abstract [en]

    When we visit a retail outlet, we go there to complete some type of shopping goal. These goals may be very specific and precisely planned prior to entering the store, or more abstract, and something we think of on the spur of the moment. The stores may display tens of thousands of different products, making it difficult to achieve the shopping goal in a rational manner. As a result, we use different types of heuristics to meet our shopping goals. In this study, we investigate how a customer’s visual attention is influenced by their shopping goal, based on the results of three field experiments in three different contexts—a gas station, a sports store, and a grocery store. Firstly we establish that differences do exist in viewing behavior based on whether shopping goals are planned or unplanned. A more complex and unplanned shopping goal leads to increased observations of in-store stimulus. We then study whether or not the complexity of the first shopping goal also influences the viewing behavior of the next shopping goal, independently of the characteristics of the second goal. The findings confirm that complex decision heuristics deplete cognitive recourse. This finding results in diminished visual attention during subsequent choices. In turn, this has implications for a customer’s shopping behavior.

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