Ändra sökning
Avgränsa sökresultatet
1 - 22 av 22
RefereraExporteraLänk till träfflistan
Permanent länk
Referera
Referensformat
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
Träffar per sida
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sortering
  • Standard (Relevans)
  • Författare A-Ö
  • Författare Ö-A
  • Titel A-Ö
  • Titel Ö-A
  • Publikationstyp A-Ö
  • Publikationstyp Ö-A
  • Äldst först
  • Nyast först
  • Skapad (Äldst först)
  • Skapad (Nyast först)
  • Senast uppdaterad (Äldst först)
  • Senast uppdaterad (Nyast först)
  • Disputationsdatum (tidigaste först)
  • Disputationsdatum (senaste först)
  • Standard (Relevans)
  • Författare A-Ö
  • Författare Ö-A
  • Titel A-Ö
  • Titel Ö-A
  • Publikationstyp A-Ö
  • Publikationstyp Ö-A
  • Äldst först
  • Nyast först
  • Skapad (Äldst först)
  • Skapad (Nyast först)
  • Senast uppdaterad (Äldst först)
  • Senast uppdaterad (Nyast först)
  • Disputationsdatum (tidigaste först)
  • Disputationsdatum (senaste först)
Markera
Maxantalet träffar du kan exportera från sökgränssnittet är 250. Vid större uttag använd dig av utsökningar.
  • 1.
    Ben Letaifa, Soumaya
    et al.
    Univ Quebec, Dept Strategy, CP 8888 Succursale Ctr Ville, Montreal, PQ H3C 3P8, Canada..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Tronvoll, Bård
    Hedmark University of Applied Sciences, Elverum, Norway.
    The role of social platforms in transforming service ecosystems2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 5, s. 1933-1938Artikel i tidskrift (Refereegranskat)
    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
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Financial well-being: A conceptualization and research agenda2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 228-237Artikel i tidskrift (Refereegranskat)
    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.
    Caruelle, Delphine
    et al.
    BI Norwegian Business Sch, Dept Mkt, N-0484 Oslo, Norway..
    Gustafsson, Anders
    BI Norwegian Business Sch, Dept Mkt, N-0484 Oslo, Norway..
    Shams, Poja
    Karlstad Univ, S-65188 Karlstad, Sweden..
    Lervik-Olsen, Line
    BI Norwegian Business Sch, Dept Mkt, N-0484 Oslo, Norway..
    The use of electrodermal activity (EDA) measurement to understand consumer emotions - A literature review and a call for action2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, s. 146-160Artikel, forskningsöversikt (Refereegranskat)
    Abstract [en]

    Electrodermal activity (EDA) is a psychophysiological indicator of emotional arousal. EDA measurement was first employed in consumer research in 1979 but has been scarcely used since. In the past decade, the ease of access to EDA recording equipment made EDA measurement more frequent in studies of consumer emotions. Additionally, recent calls to include physiological data in consumer studies have been voiced, which in turn is increasing the interest in EDA. Such a growing interest calls for assessing why and how EDA measurement has been used and should be used in consumer research. To this end, we undertook a critical review of studies of consumer emotions that employed EDA measurement. We found that most of these studies did not sufficiently report how they recorded and analyzed EDA data, which in turn impeded the replication of the findings. We therefore make recommendations derived from the psychophysiology literature to help consumer researchers get meaningful insights from EDA measurements. Finally, we call on researchers to be more transparent when reporting how they recorded and analyzed EDA data.

  • 4.
    Gebauer, Heiko
    et al.
    Eawag Swiss Fed Inst Aquat Sci & Technol, Innovat Res Util Sect Cirus, Zurich, Switzerland.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Witell, Lars
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Competitive advantage through service differentiation by manufacturing companies2011Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 64, nr 12, s. 1270-1280Artikel i tidskrift (Refereegranskat)
    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.

  • 5.
    Gustafsson, Anders
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Bowen, David E.
    Thunderbird School of Global Management,Glendale, AZ, USA.
    The curious case of interdisciplinary research deficiency: Cause or symptom of what truly ails us?2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 212-218Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This article introduces some service research challenges and opportunities then comments on the articles in this special issue on emergent topics in service research. It is an exciting time for service research as the area is rapidly developing and growing on a global basis. Service research is also especially apt for interdisciplinary as service is not developed by any one function in a company; it is a purpose in some way for everyone across the organization regardless of where they are working. It is strange, then, that we have not advanced further on interdisciplinary research, particularly since it has been in focus for a long time in the field. In this opinion piece we take the opportunity to suggest ways forward that include goals of mastering paradoxical thinking and making a difference.

  • 6.
    Högström, Claes
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. BI Norwegian Sch Management, Oslo, Norway.
    Tronvoll, Bard
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Hedmark University College, Norway.
    Strategic brand management: Archetypes for managing brands through paradoxes2015Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 68, nr 2, s. 391-404Artikel i tidskrift (Refereegranskat)
    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.

  • 7.
    Johansson, A. E.
    et al.
    Linköping University, Sweden.
    Raddats, C.
    Management School University of Liverpool, United Kingdom.
    Witell, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Linköping University, Sweden.
    The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, s. 328-338Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance. 

  • 8.
    Koskela-Huotari, Kaisa
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. VTT Technical Research Centre of Finland, Oulu, Finland.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Jonas, Julia
    Friedrich-Alexander-University Erlangen-Nürnberg, Germany.
    Sörhammar, David
    Uppsala University.
    Witell, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Innovation in service ecosystems - Breaking, making, and maintaining institutionalized rules of resource integration2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 8, s. 2964-2971Artikel i tidskrift (Refereegranskat)
    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.

  • 9.
    Kristensson, Per
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Wästlund, Erik
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Soderlund, Magnus
    Stockholm Sch Econ, Dept Mkt & Strategy, Stockholm, Sweden..
    Influencing consumers to choose environment friendly offerings: Evidence from field experiments2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 76, s. 89-97Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The objective of this article is to examine a set of ways to influence consumer behavior toward making more environmentally friendly choices. We conducted three different studies to investigate (1) what consumers think would influence their behavior, (2) how several question-based verbal influence strategies nudge consumer behavior in one direction or another, and (3) how question-based written influence strategies influence consumer behavior. The findings reveal a discrepancy between what consumers think would influence behavior and what actually does influence it. In addition, under all verbal and written experimental conditions, influence strategies led to consumer change toward environmentally friendly offerings compared with alternative non-environment friendly offerings. The discussion highlights possible explanations for the results, managerial implications, the study's limitations, and suggestions for future research, with a special emphasis on research into factors that can change consumer behavior.

  • 10.
    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
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. BI Norwegian Sch Management, Oslo, Norway.
    Fostering a trans-disciplinary perspectives of service ecosystems2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 8, s. 2957-2963Artikel i tidskrift (Refereegranskat)
    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.

  • 11.
    Martin, Drew
    et al.
    Univ Hawaii, Coll Business & Econ, 200 West Kawili St, Hilo, HI 96720 USA..
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Choi, Sunmee
    Yonsei Univ, Sch Business, 50 Yonsei Ro, Seoul 120749, South Korea..
    Service innovation, renewal, and adoption/rejection in dynamic global contexts2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 7, s. 2397-2400Artikel i tidskrift (Refereegranskat)
    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. 

  • 12.
    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
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Snyder, Hannah
    Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
    Cocreative customer practices: Effects of health care customer value cocreation practices on well-being2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 70, s. 55-66Artikel i tidskrift (Refereegranskat)
    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.

  • 13.
    Palo, Teea
    et al.
    Lancaster University Management School, Lancaster, LA1 4YX, UK.
    Åkesson, Maria
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Löfberg, Nina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Servitization as business model contestation: A practice approach2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, s. 486-496Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    In principle, organizations know how to do servitization, but in practice, many struggle to change their business models to include service offerings. To understand this struggle, this paper examines servitization in a large multinational manufacturer within the pulp and paper industry. Utilizing practice theory, the study explicates the servitization process as a contestation of a company's parallel business models — one existing and dominant; one emerging. As business models materialize in organizational practices, and therefore have the potential to frame and organize servitization efforts, the models give rise to contestations in the practices performed by actors in the organization and the ecosystem. The elements of such contestations provide a better understanding of the ways in which practices may be disrupted to support servitization. Contestations can thus be creative instead of problematic. As a result, this paper extends the conceptualization of servitization as a bottom-up, emergent and iterative process of business model contestation.

  • 14.
    Rosenbaum, Mark
    et al.
    Northern Illinois University.
    Kelleher, C
    Cork University Business School, .
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Kristensson, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Scherer, A
    Technology and Economics, ETH Zürich.
    Re-placing place in marketing: A resource-exchange place perspective2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 281-289Artikel i tidskrift (Refereegranskat)
    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.

  • 15.
    Sklyar, Alexey
    et al.
    Linköping University.
    Kowalkowski, Christian
    Hanken School of Economics, Finland; Linköping University.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, Norway.
    Sörhammar, David
    Stockholm University, Stockholm.
    Organizing for digital servitization: A service ecosystem perspective2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, s. 450-460Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits. 

  • 16.
    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
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Fombelle, Paul
    Northeastern Univ, DAmore McKim Sch Business, Boston, MA USA..
    Kristensson, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Identifying categories of service innovation: A review and synthesis of the literature2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 7, s. 2401-2408Artikel, forskningsöversikt (Refereegranskat)
    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. 

  • 17.
    Vakulenko, Yulia
    et al.
    Lund University.
    Shams, Poja
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Hellström, Daniel
    Lund University.
    Hjort, Klas
    Lund University.
    Service innovation in e-commerce last mile delivery: Mapping the e-customer journey2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 101, s. 461-468Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service innovation affects e-customer behavior and presents a basic map of the e-customer journey. The findings also provide a foundation for improving management of the customer experience and aiding managerial decision-making when designing new e-commerce last mile services.

  • 18.
    Vargo, Stephen L.
    et al.
    Shidler College of Business, University of Hawai'i at Manoa, USA.
    Koskela-Huotari, Kaisa
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Baron, Steve
    University of Liverpool Management School, United Kingdom.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Reynoso, Javier
    Tecnologico de Monterrey, EGADE Business School, Mexico.
    Colurcio, Maria
    University of Catanzaro Magna Graecia, Italy.
    A systems perspective on markets – Toward a research agenda2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 260-268Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This paper addresses the implications of an emerging, increasingly important way of thinking about markets: systems thinking. A market is one of the most foundational abstractions in marketing and business research; yet, it often receives too little attention. As a result, the taken-for-granted assumptions about markets spur from over-simplified conceptualizations of neoclassical economics that depict markets as static and mechanistic. Systems thinking represents a major change in perspective that involves transcending this mechanistic worldview and thinking instead in terms of wholes, relationships, processes, and patterns. We argue that building a theory of markets based on systems thinking, would enable scholars to develop more realistic models that correspond with fast-changing business environment and therefore, increase both the rigor and relevance of future research. To further this aim, we identify the main implications of systems thinking and formulate them into a research agenda to further the systemic understanding of markets. 

  • 19.
    Voorhees, Clay M.
    et al.
    Michigan State Univ, USA.
    Fombelle, Paul W.
    Northeastern Univ, Boston, MA, USA.
    Gregoire, Yany
    HEC Montreal, Montreal, Canada.
    Bone, Sterling
    Utah State Univ, USA.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sousa, Rui
    Catholic Univ Portugal Porto, Oporto, Portugal.
    Walkowiak, Travis
    Michigan State Univ, MI, USA.
    Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 269-280Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

  • 20.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Linköpings universitet.
    Gebauer, Heiko
    AWAG, Dubendorf, Switzerland.
    Jaakkola, Elina
    Univ Turku, Turku Sch Econ, Turku, Finland.
    Hammedi, Wafa
    Univ Namur, Namur, Belgium.
    Patricio, Lia
    Univ Porto, Fac Engn, Oporto, Portugal.
    Perks, Helen
    Univ Nottingham, Nottingham, England.
    A bricolage perspective on service innovation2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 290-298Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service innovation is often viewed as a process of accessing the necessary resources, (re)combining them, and converting them into new services. The current knowledge on success factors for service innovation, such as formalized new service development (NSD) processes, predominantly comes from studying large firms with a relatively stable resource base. However, this neglect situations in which organizations face severe resource constraints. This paper argues that under such constraints, a formalized new service development process could be counter-productive and a bricolage perspective might better explain service innovation in resource constrained environments. In this conceptual paper, we propose that four critical bricolage capabilities (addressing resource scarcity actively, making do with what is available, improvising when recombining resources, and networking with external partners) influence service innovation outcomes. Empirical illustrations from five organizations substantiate our conceptual development. Our discussion leads to a framework and four testable propositions that can guide further service research. (C) 2017 Elsevier Inc All rights reserved.

  • 21.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Linköping University.
    Snyder, Hannag
    Linköping University.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Norway.
    Fombelle, Paul
    USA.
    Kristensson, Per
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Defining service innovation: A review and synthesis2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 8, s. 2863-2872Artikel i tidskrift (Refereegranskat)
    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.

  • 22.
    Wästlund, Erik
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Otterbring, Tobias
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Shams, Poja
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Heuristics and resource depletion: eye-tracking customers’ in situ gaze behavior in the field2014Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, nr 1, s. 95-101Artikel i tidskrift (Refereegranskat)
    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.

1 - 22 av 22
RefereraExporteraLänk till träfflistan
Permanent länk
Referera
Referensformat
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf