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  • 1.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Bemötandeboken2010Book (Refereed)
    Abstract

    I snart sagt alla sammanhang talas det om vikten

    av det goda bemötandet, allt från barndomens uppmaningar uppför dig nu! till senare propåer om

    uppförandekoder i yrkeslivet. Ändå är det få som

    kan förklara vad det innebär mer konkret. Bemötande ses som centralt för alla mellanmänskliga relationer,

    i yrkessammanhang såväl som på det privata planet. Men hur vet jag att jag uppvisar ett gott bemötande? Vem avgör om det är gott eller dåligt? Jag själv eller andra i min omgivning? Finns det någon mall man kan följa? Hur gör vi när vi producerar gott och dåligt bemötande? Detta är frågor som den här boken vill besvara. Bemötandeboken lyfter i första hand fram mötet mellan människor, ansikte mot ansikte eller via telefon. Den betonar särskilt beteende- och upplevelsedimensionen, det vill säga hur man faktiskt gör när man bemöter och hur det upplevs av den som blir bemött. Teman som boken behandlar är bemötande som

    process, bemötandets olika faser, bemötandestilar, innebörder och tillskrivning, det talade språkets egenskaper, bemötandets multimodala kommunikation (kroppsspråk), inre motivation, bemötandekompetens, människosyn samt en hel del tips på vad man kan göra för att förbättra sitt bemötande. Boken bjuder på många illustrativa exempel. Bemötande diskuteras också i relation till huruvida det sker i en kommersiell kontext, som del av myndighetsutövande eller i ett privat sammanhang. Boken är tänkt att användas i högskoleutbildning och fortbildningssammanhang

  • 2.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Co-creating sociality: Organizational and marketing in voluntary organizations2018In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 38, no 5-6, p. 282-302Article in journal (Refereed)
    Abstract [en]

    A traditional understanding of voluntary organizations with a social mission is that they are offering social services. In this article, this understanding is argued to be misleading. In a study of 59 social voluntary organizations (SVOs) an alternative view is proposed. Instead of offering social services, these organizations co-create sociality, and this is realized in collaboration with clients and in the contexts of social networks. This shift in understanding regarding what these organizations provide is mirrored in their marketing approach and managerial practice. The study is based on theory of organizational identity and service-dominant logic (S-D logic) and the findings advances our understanding of marketing approaches of SVOs, identifying the dialectical relation between organizational identity and managerial action, an organizational action embedded in integrative and excluding forces in the local society. The study also adds to research of transformative service research unfolding how service organizations create transformative services.

  • 3.
    Echeverri, Per
    Karlstad University, Division for Business and Economics.
    Communication in the moment of truth2001In: Public Transport International, Vol. 06Article in journal (Other (popular science, discussion, etc.))
  • 4.
    Echeverri, Per
    Karlstad University, Division for Business and Economics.
    Communication In the Moment of Truth2001In: Market and Service Orientation in Public Transportation / [ed] Lars Haglund & Anna Stålhammar, Karlstad: Karlstads universitet, 2001, p. 46-69Chapter in book (Other academic)
  • 5.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Communicative Demeanour: Verbal and Nonverbal Communication in Bus Driver - Passenger Encounter1998Conference paper (Refereed)
  • 6.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer driven development of the service landscape2005Conference paper (Other (popular science, discussion, etc.))
  • 7.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Driven Development of the Service Landscape - A Video-based Analysis of Non-frequent Travellers and Travellers with Functional Limitations Handling the Seamless Multimodal Door-to-door Experiance2003Conference paper (Refereed)
  • 8.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Driven Development of the Service Landscape: A Video-based Analysis of Non-frequent Travellers and Travellers with Functional Limitations Handling the Seamless Multimodal Door-to-door Experiance2003Conference paper (Refereed)
  • 9.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Driven Development of the Servicescape2004Conference paper (Refereed)
  • 10.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer Driven Development of the Servicescape: A Video based Analysis of Ordinary and Disabled Travellers Handling the Multimodal Door-to-door Experience2004Conference paper (Refereed)
  • 11.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Development of servicescape2004Conference paper (Refereed)
  • 12.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Forms of Exclusion and Integration: Analysing the Role of Values and Networks upon the Formation of a European Identity in Swedish NGO's2003Report (Refereed)
    Abstract [en]

    This study report on the sociological research carried out in the Swedish context, within the transnational research project "Forms of exclusion and integration - A sociological analysis of the relationship of religious value systems upon the formation of a European identity" (in Germany, France, Italy, Greece and Sweden).



    The analysis is specifically oriented towards the roles different religious and humanitarian organisations play in contemporary multicultural society.



    A multidimensional and qualitative approach was used to analyse third sector organisations in Stockholm, Gothenburg, Malmö, Umeå and Karlstad.Ê Among the organisations chosen some are considered as more "traditional", others as more "innovative". Some are quite old, others quite new. All organisations though were engaged in a more outward manner in social voluntary work. A total number of 74 respondents were interviewed.



    The study gives some contextual facts about Sweden and a brief overview of some demographic, socio-economic and political characteristics with relevance for the existence and development of the welfare state. The study report on organisational issues as decision processes, recruitment, action space, networks and values. The major issue is to describe organisational attitudes towards the concept "European Identity" and identify the range and characteristics the local network these social voluntary organisations (NGO's or NPO's) are part of.



    Per Echeverri has a PhD in business administration and is working as a researcher in services marketing and organisational communication. Along with this he carry out some third sector research. His academic work is linked to Karlstad University, Service Research Center. E-mail: Per.Echeverri@kau.se

  • 13.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Forms of Exclusions and Integration. A sociological analysis of the religious value system upon the formation of a European identity. Case Sweden2000Conference paper (Refereed)
  • 14.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Funktionshinderanalys med videostödd introspektion2004Conference paper (Refereed)
  • 15.
    Echeverri, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    InSitu Methodology: Outlining a New Direction for Service Research2017In: European Review of Service Economics and Management, ISSN 2495-991X, Vol. 1, no 3, p. 77-103Article in journal (Refereed)
    Abstract [en]

    This article argues in favour of a new direction in service research: in situ methodology. It problematizes previous ways of conducting service research and envisages a more profound theoretical and empirical understanding. It outlines three basic arguments as a scientific rationale, discussing ontological, epistemological, and methodological matters. It is highlights the need to develop more creative methods that allow proximity to the phenomenon and the involved actors with the capacity to grasp the multi-faceted reality

  • 16.
    Echeverri, Per
    Karlstad University, Division for Health and Caring Sciences.
    Kommunikation i sanningens ögonblick1999In: Marknads- och serviceorienterad kollektivtrafik / [ed] L. Haglund & A. Stålhammar, Karlstad: Karlstads universitet, 1999Chapter in book (Other academic)
  • 17.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kommunikation mellan bussförare och resenärer: Verbalt och ickeverbalt bemötande i servicemöten1998Conference paper (Refereed)
  • 18.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kunskapsproduktion för svensk kollektivtrafik2003Report (Refereed)
    Abstract [sv]

    Den parlamentariskt tillsatta Kollektivtrafikkommittén genomförde under 2002 och 2003 ett antal delstudier inom kollektivtrafikområdet. Det övergripande syftet var att bygga upp kunskaper om branschens utveckling. Denna delstudie är avgränsad till att behandla ett delområde av detta stora problemkomplex, nämligen förutsättningarna för och möjligheterna till en relevant produktion av olika typer av kunskaper kring persontransporter. Resultaten från denna och ett antal andra delstudier kom att ligga till grund för kommitténs slutbetänkande.



    Studien gör en analys av kunskapsproduktionen med särskild betoning på forskning, utveckling och demonstrationsprojekt (s.k. FUD). Syftet beskrivs övergripande som att beskriva behov och former för svensk kunskapsproduktion kring kollektivtrafik. Fyra delsyften har preciserats.



    - Att beskriva kollektivtrafikbranschens behov av kunskapsproduktion (FUD) samt forskningsresultatens roll som underlag för branschutveckling.

    - Att beskriva forskningsfinansiärernas huvudsakliga satsningar inom kollektivtrafiken.

    - Att beskriva former för delaktighet i kunskapsproduktion (FUD).

    - Att bidra med förslag på åtgärder som kan förbättra hittillsvarande kunskapsproduktion.



    18 representanter från kollektivtrafikbranschen, forskningsfinansiärer, forskarmiljöer och konsultbolag har lämnat synpunkter. Studien vägleds av 10 övergripande frågeställningar och mynnar ut i ett antal konklusioner och förslag på åtgärder.



    Författarinformation:

    Författaren har sin forskning knuten till Centrum för tjänsteforskning - CTF och undervisar i företagsekonomi vid institutionen för ekonomi, Karlstads universitet, 651 88 Karlstad

  • 19.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kunskapsproduktion för svensk kollektivtrafik2003Conference paper (Refereed)
  • 20.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kunskapsproduktion för svensk kollektivtrafik2003Conference paper (Refereed)
  • 21.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Methodological Issues in Researching Service Encounters - A Video-based Analysis of Communication2002Conference paper (Refereed)
  • 22.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Methodological Issues in Researching Service Encounters: A Video-based Analysis of Communication2002Conference paper (Refereed)
  • 23.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Multimodal Interaction2006Conference paper (Refereed)
  • 24.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Multimodal Interaction: Creating Symbiotic Gestures2007Conference paper (Refereed)
  • 25.
    Echeverri, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Navigating Multi-modal Public Transport Systems: Real time perceptions of processual usability using video methodology2012In: TRANSPORT RESEARCH ARENA 2012, Elsevier, 2012, p. 2211-2220Conference paper (Refereed)
    Abstract [en]

    Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips. (C) 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

  • 26.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organisering och samordning av allmän och särskild kollektivtrafik: En fallstudie av Kalmar, Blekinge, Örebro, Hallands och Värmlands län2000Conference paper (Refereed)
  • 27.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Samhällsbetalda resor i förändring: En studie av samordningsprocesser i fem länstrafikområden2003Report (Refereed)
    Abstract [sv]

    Rapporten redovisar några observationer kring den omstrukturerings- och samordningsprocess som den samhällsbetalda (särskilda) kollektivtrafiken för närvarande genomgår. Studien bygger på fem enklare fallstudier av olika länstrafikhuvudmäns perspektiv på utvecklingen i Sverige.



    Ansatsen är i huvudsak deskriptiv varvid en uttolkning görs av skeendet i berättelseformat. Studien rymmer emellertid också ett mått av reflektion med försök att förklara utvecklingen. Med utgångspunkt i de fem fallbeskrivningarna görs successivt en kategorisering av empiriska företeelser, centrala teman och relevanta teorier.



    Rapporten diskuterar genom detta förfarande centrala aspekter av integration och samordning, delvis mot bakgrund av befintlig teori om samordning, nätverk, diskurser och strategisk förändring.



    Författarinformation:

    Författare (red.) och ansvarig för analys, teoretisk reflektion och rapporten som helhet är Per Echeverri. Bakom de fem ingående fallbeskrivningarna står Lars Haglund, Bo Enquist, Erik Sundström och Jonas Matthing. Samtliga är verksamma vid Centrum för tjänsteforskning - CTF, Karlstads universitet.

  • 28.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 29.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 30.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Encounter Communication - A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 31.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Encounter Communication: A Video-based Analysis of Conduct Towards Customers, with Emphasis on Non-verbal Communication2000Conference paper (Refereed)
  • 32.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Servicemötets kommunikation: En videobaserad analys av bemötande med tonvikt på ickeverbal kommunikation2000Doctoral thesis, monograph (Other academic)
  • 33.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Studier inom frivillighetssektorn2001Conference paper (Other (popular science, discussion, etc.))
  • 34.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Symbiotic gestures in public spaces2008Conference paper (Refereed)
  • 35.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Symbiotiska gester i offentliga rum2007Conference paper (Refereed)
  • 36.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Varför går integrationen av särskild och allmän kollektivtrafik så trögt?: Strukturer och mekanismer i förändringsprocessen2002Conference paper (Refereed)
  • 37.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Video-based Methodology: Capturing Real Time Perceptions of Customer Processes2005In: International Journal of Service Industry ManagementArticle in journal (Refereed)
  • 38.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Video-based Methodology: Capturing Real-time Perceptions of Customer Processes2006In: Involving Customers in New Service Development / [ed] Bo Edvardsson, Anders Gustafsson, Per Kristensson, Peter Magnusson & Jonas Matthing, London: Imperial College Press, 2006Chapter in book (Refereed)
  • 39.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Coaching - En metod för att förbättra servicemötet?2011Conference paper (Refereed)
  • 40.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, B.
    Gustafsson, A.
    Kristensson, P.
    Magnusson, P.
    Matthing, J.
    Service Encounter Analysis Based on Customer Retrospection2007In: Involving Customers in New Service Development, Edvardsson, B., Gustafsson, A., Kristensson, P., Magnusson, P., Matthing, J., (Eds.), Imperial Collage Press, Imperial Collage Press , 2007Chapter in book (Refereed)
  • 41.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Marknadsföring i tjänsteekonomin2002Book (Refereed)
  • 42.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, M.
    Managing boundary spanning services2006Conference paper (Refereed)
  • 43.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, M.
    Organizational Development and Cultural Change: Managing the unmanageable?2008Conference paper (Refereed)
  • 44.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, M.
    Gottfridsson, P.
    Service Development in a Network Perspective2006Conference paper (Refereed)
  • 45.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organizational Development and Cultural Change: Managing Customer Oriented Services2009Conference paper (Refereed)
  • 46.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Malina
    Lundberg, Rickard
    Consumers’ Experience Rooms: Environmental Design Factors in Shopping Processes2009Report (Other academic)
    Abstract [en]

    Shopping has become one of our most common leisure pursuits. Consumers move freely between stores and their different environments, often in a random manner. The question is how much randomness there actually is regarding how these environments make the customers feel and move. We have chosen to observe consumers in order to see how the environment affects their perceptions.

    The practical aim of this study is to deepen our understanding of how consumers are affected by the service environment of a shopping centre and based on that identify improvements as regards to design. The theoretical aim is to identify what environmental dimensions appear to be important in a real-time purchase situation. This includes a validation of some theories of service environment dimensions and design attributes. The methodological aim is to further elaborate on video-supported field observation. Empirical material is gathered at a shopping centre in Karlstad, Sweden, called Mitt i City. Video and audio recordings together with personal interviews in situ are used in documenting consumption processes, patterns of movements and perceptions. We observed and interviewed our informants before, during, and after their visits to the shopping centre.

    These aims lead to a clarification as regards to how the service environment creates an experience, meaning and function for the consumers by means of the concept of the shopping centre. The study shows that design factors (such as layout, spatial form, colour combinations, choices of material and character), together with atmospherics (sound, light, temperature) and furnishing, are important parameters for consumers in their sensemaking of a shopping concept and the functionality of the shopping procedure per se.

    Contact information

    For further information on authors and details of the study, please contact Per Echeverri at Service Research Center – CTF, Faculty of Economy, Communication and IT, Karlstad University. E-mail:  per.echeverri@kau.se

  • 47.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Magnusson, Peter
    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.
    User-Producer Interplay: Exploring the organizing of ordinary users during the ideation process2007Conference paper (Refereed)
  • 48.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Salomonson, N.
    University of Borås.
    Consumer vulnerability during mobility service interactions: causes, forms and coping2019In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, no 3-4, p. 364-389Article in journal (Refereed)
    Abstract [en]

    Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.

  • 49.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Salomonson, Nicklas
    University of Borås, Sweden.
    Bi-directional and stratified demeanour in value forming service encounter interactions2017In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, p. 93-102Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility service seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.

  • 50.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Salomonson, Nicklas
    University of Borås, Borås, Sweden.
    Embodied value co-creation: A turn-taking perspective on service encounter interactions2017In: Journal of Creating Value, ISSN 2394-9643, Vol. 3, no 1, p. 33-49Article in journal (Refereed)
    Abstract [en]

    This article aims at advancing research on value creation in service marketing by applying theories of turn-taking and multimodality. It is argued that there is a need to uncover what is inherent in the prefix ‘co’ in value co-creation and that focus needs to be broadened, from perception of value to the production of value–i.e. the specific reciprocal and embodied actions in service encounters.

    For the analysis, an empirical study of complex interactions between service providers and customers is used. A practice approach is applied, combining interviews and observations of interactants in situ.

    The article identifies four specific turn-taking patterns, ranging from ‘simple’ to ‘elaborated’, defined by their character and uncovers how the interactants reciprocally use multiple modes in the production of social outcomes.

    Theoretically, the study contributes to more fine-grained explanations to what explains the creation (and destruction) of value.

12 1 - 50 of 57
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