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  • 1.
    Bergman, Ann
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Ivarsson, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    A matter of costumer equity or a moment of personal satisfaction?: Interaction patterns in the retail sector2011Conference paper (Refereed)
  • 2.
    Bergqvist, Tuula
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Eriksson, Birgitta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Small Business and Self-employment in the Welfare State: A Study from a Gender Perspective2004Conference paper (Refereed)
  • 3.
    Edvardsson, Bo
    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.
    Gustavsson, BO
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Jönsson, M
    Towards a Total Service Quality Concept: A theoretical Model and some empirical Findings1995Conference paper (Refereed)
  • 4.
    Edvardsson, Bo
    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.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstegarantier2004Book (Refereed)
  • 5.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Arbetsmiljön2002Conference paper (Refereed)
  • 6.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Arbetsmiljön - ett kapitelutkast2002Conference paper (Refereed)
  • 7.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nya organisationsformers effekter för arbetsvillkor och service2003In: Marianne Blomsterberg och Tiiu Soidre (red.): Reflektioner. Perspektiv i forskning om arbetsliv och arbetsmarknad, Göteborg: Sociologiska institutionen, Göteborgs universitet , 2003Chapter in book (Refereed)
  • 8.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organisation, arbetsvillkor och service vid försäkringskassan: En studie i Blekinge, Dalarna och Kronoberg2002Report (Refereed)
  • 9.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organisational Forms and their Effects on Working Conditions and Service Quality: The Case of the Swedish Social Insurance Agency2005Conference paper (Refereed)
  • 10.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Starta eget-bidrag - en kvalitativ studie av framgång och misslyckande2002In: Arbetsmarknad & Arbetsliv, Vol. Vol 8, nr 1, p. 18-29Article in journal (Refereed)
  • 11.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Starta eget-bidrag: En studie av framgångar och misslyckanden2001Report (Refereed)
  • 12.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The Swedish Start Up Grant - Success or Failure2002Conference paper (Refereed)
  • 13.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The Swedish Start-up Grant: A Qualitative Study of Success and Failure2003In: Forum Empresarial. Adminstración de Empresas, Vol. Vol 8, p. 42-59Article in journal (Refereed)
  • 14.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Våra arbetsmiljöer2002In: Lars H Hansen och Pal Orban (red.): Arbetslivet, Lund: Studentlitteratur , 2002Chapter in book (Refereed)
  • 15.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Våra arbetsmiljöer2009In: Arbetslivet / [ed] Tomas Berglund & Stefan Schedin, Lund: Studentlitteratur, 2009, 2, p. 135-165Chapter in book (Refereed)
  • 16.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Bergman, Ann
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Forde, Chris
    MacKenzie, Robert
    Robinson, Andrew
    Cook, Hugh
    Contingent Work in Construction: Results from a two Country Study2009Conference paper (Refereed)
  • 17.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. 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.
    New Organisations and their Effects for Employees and Customers2005Conference paper (Refereed)
  • 18.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Saruckij, Mark
    Business Start-up Motives and Satisfaction Among Swedish Self-employed2006In: World Review of Entrepreneurship, Management and Sustainable Development. Vol 2, no 4, pp 295-308Article in journal (Refereed)
  • 19.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Saruckij, Mark
    Working Conditions among Micro Entrepreneurs in Poland and Sweden2007Conference paper (Refereed)
  • 20.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Szarucki, M
    A Comparative Analysis of the Start-up Motives among Micro Entrepreneurs in Poland and Sweden2006Conference paper (Refereed)
  • 21.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Szarucki, Mark
    Being a Micro Entrepreneur - Working Conditions in Poland and Sweden2008Conference paper (Refereed)
  • 22.
    Eriksson, Birgitta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Szarucki, Mark
    Being a Micro Entrepreneur: Working Conditions in Poland and Sweden2009Conference paper (Refereed)
  • 23.
    Gonäs, Lena
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    Larsson, Patrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    Employment regimes and personnel work in Sweden2014In: The Development of HRM across Nations: Unity and Diversity / [ed] Bruce E. Kaufman, Cheltenham, UK: Edward Elgar Publishing, 2014, 1, p. 410-436Chapter in book (Other academic)
    Abstract [en]

    Offering a comprehensive cross-disciplinary perspective, the chapters discuss the economic, political and social factors that shaped HRM in each country, including the role of national labor movements and labor law regimes. The authors also provide an examination of HR practices and systems within firms, starting with rudimentary hiring and compensation a century ago, progressing to personnel and industrial relations programs in the last century, and culminating in modern human resource management practices today, including strategic high-performance systems. This book is the first to identify the commonalities and differences in HRM both across nations and over time.

  • 24. Gustavsson, Bengt-Ove
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Personalfrågor i tjänsteverksamheter1991Report (Other academic)
  • 25. Gustavsson, BO.
    et al.
    Kullvén, H.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstekvalitet - för kund anställd och ledning1997Book (Refereed)
  • 26. Gustavsson, Bo
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Arbetsmiljöfrågor i tjänstesektorn: - avrapportering av en förstudie1992Report (Refereed)
  • 27.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic and athletic employees: The negative outcome of employers responsibility for sickness benefits2007Conference paper (Refereed)
  • 28.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic and Athletic Work2007Conference paper (Refereed)
  • 29.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic Competence2007Conference paper (Refereed)
  • 30.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic Skills in Service Work2007Conference paper (Refereed)
  • 31. Isaksson, Saara
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kundorienterad kvalitetsutveckling i vatten- och avloppsverksamhet: Rapport från en förstudie1997Report (Refereed)
  • 32.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Anställdas upplevelse av interaktionen med kunder/mottagare i tjänstesektorn2008In: Arbetsmarknad & Arbetsliv, ISSN 1400-9692, Vol. 14, no 4, p. 43-61Article in journal (Refereed)
    Abstract [sv]

    I denna artikel görs dels en summering av forskning som uttalar sig om arbetsvillkor för anställda med hög grad av kundkontakt, dels påvisas utbredningen av dessa villkor i den svenska tjänstesektorn. Det visar sig att tjänstearbete präglas av rutinisering, krav på utseende samt styrning av känslor. Samtidigt är kundkontakter en källa till arbetstillfredsställelse och denna arbetstillfredsställelse är mer utbredd bland anställda som identifierar sig med verksamhetens kunder.

  • 33.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Are Customer Focus and Competence Raising Compatible?: A Study of Customers´ and Patient´s Conception of Different Qualification Strategies in Public and Private Service Organizations1999Conference paper (Refereed)
  • 34.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Att leverera hantverkstjänster – en studie av näringsidkares upplevelser av affärsrelationen2011Report (Other academic)
    Abstract [sv]

    Under 2009 inkom det omkring 10 000 klagomål rörande hantverkare och hantverkstjänster till landets konsumentvägledningar. Detta är en ökning med tio procent jämfört med året innan. Vanligtvis handlar klagomålen om att hantverkstjänsten blivit dyrare än överenskommet eller att arbetet inte har utförts på det sätt konsumenten räknat med.

    Anledningen till det ökade klagomålet på hantverkstjänster kan enligt Helena Olofsson, boendeexpert på Konsumentverket, möjligtvis hänvisas till införandet av ROT-avdraget (Renovering, Ombyggnad, Tillbyggnad) som i korthet innebär attprivatkunder som anlitar hantverkare kan få en skattereduktion på 50 procentav arbetskostnaden. Denna förklaring bygger på ett antagande om att ROTavdragetmedför att fler personer väljer att anlita hantverkare nu närkostnaderna blir väsentligt lägre. Det förefaller logiskt att ett ökat anlitande också medför ett ökande av kunders missnöje och därmed klagomål.

    Den ökande andelen klagomål har föranlett en rad delstudier kring hur kunderoch hantverkare upplever affärsrelationen. Två av dessa är kvantitativt orienterade och vänder sig till privatkunder respektive hantverkare, i syfte att kartlägga utbredningen av kundmissnöje. Föreliggande rapport fokuserarnäringsidkares upplevelser av relationen.

  • 35.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer-Employee Rapport in Service Relationships It takes two to tango2007Conference paper (Refereed)
  • 36.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Larsson, Patrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kundrelationer i hantverksbranschen: Hantverkares respektive konsumenters upplevelser och erfarenheter2013Report (Other academic)
    Abstract [sv]

    Kundrelationer har intresserat forskare och praktiker under tämligen lång tid. Ofta har man intagit ett kundperspektiv och försökt klargöra vad kunder värdesätter för att sedan kunna utveckla eller bibehålla så kallat kundfokus i syfte att nå företagsmässig framgång. Vad som anses vara ett framgångsrecept inom i synnerhet företagsekonomisk tjänsteforskning är att bemöta kunderna på ett unikt sätt, gärna kompletterat med förträfflig service. Vid sidan av studierna som intresserar sig för kunders önskemål och krav finns det undersökningar som fokuserar arbetssituationen hos anställdas, dvs de som förväntas uppfylla kundernas önskemål. Oavsett om det är kunder eller anställda som fokuseras placeras de mellanmänskliga relationerna – dvs själva mötet – oftast i fokus.

    Föreliggande rapport består av två separata kvalitativa studier inom området för hantverkstjänster: en med inriktning på leverantörsidan (dvs hantverkare), en med inriktning på mottagarsidan (dvs konsumenter). Genom att intervjua både hantverkare och konsumenter ges en nyanserad bild av kundrelationen.

    Båda dessa studier har utförts på uppdrag av Konsumentverket.

  • 37.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Non-work related activities at work - a theoretical framework2011Conference paper (Refereed)
  • 38.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal activities on company time to make everyday life work2012In: Segregationens seghet och dess föränderliga former: en vänbok till Lena Gonäs / [ed] Ann Bergman, Henrietta Huzell, Karlstad: Karlstads universitet, 2012, p. 127-140Chapter in book (Other academic)
  • 39.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal business on company time2012In: 30th International Labour Process Conference, 2012Conference paper (Refereed)
  • 40.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal internet usage at work: A source of recovery2011In: Journal of workplace rights, ISSN 1938-4998, Vol. 16, no 1, p. 63-81Article in journal (Refereed)
    Abstract [en]

    Despite enormous productivity increases during recent decades, it has been claimed that workers’ engagement in non-work-related activities severely damages companies’ productivity development. Currently, personal Internet usage seems to be the most upsetting of these activities. There is a widespread notion among management-friendly researchers, employers, and the media that all non-work-related activities are deviant and should be defeated at all costs. This conceptual article gives an overview of the organisational behaviour literature dealing with non-work-related activities at work. The prohibitive approach is both inconsistent and in practice unenforceable. This is especially true since an increasing proportion of today’s private Internet usage at work is carried out by employees using their private smartphones, a fact that has not been considered in previous research. This article contrasts theories and ideas that private Internet usage at work is deviant with theoretical overviews arguing that non-work-related activities are an expression of normal action and behaviour, which can be explained with the help of both work-life balance theory and theories on resistance. An additional concept is recovery, which has not previously been used in the debate on Internet usage. Today’s workplaces are populated by engaged employees who work at a fast pace and need recovery, well-deserved micro-pauses, and breaks from demanding work. Furthermore, some Internet surfing is actually a consequence of organisations’ inability to come up with decent work tasks to fill the whole day. The aim of this article is to point out the recovery functions of personal Internet usage in today’s working life, primarily in terms of employees’ well-being and dignity. This article contributes to the debate by proposing eight situations in which the employee should be allowed to “cyberloaf” without being disciplined. The article also suggests empirical investigations that may be carried out with regard to the views and effects of personal Internet use at work in four different settings, that is, where employees’ private Internet usage is officially forbidden, seemingly forbidden, allowed, or encouraged.

  • 41.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Privata angelägenheter på jobbet2012In: Arbetsmarknad & Arbetsliv, ISSN 1400-9692, Vol. 18, no 3, p. 9-20Article in journal (Refereed)
    Abstract [sv]

    Arbetsgivarna har alltid haft ett stort intresse av att anställda utför det arbete de har betalt för att göra. För närvarande kretsar debatten om anställdas engagemang i privata angelägenheter såsom internetanvändning. I artikeln granskas den existerande forskningens förklaringar samtidigt som vi efterlyser forskning som bättre beaktar de positiva effekterna av fenomenet. Det krävs systematiska studier av både upplevda och faktiska effekter för att nyansera den tidvis hätska debatten.

  • 42.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Service Work and Employee Experience of the Service Encounter2010Report (Other academic)
    Abstract [en]

    Due to the very nature of service work, a vast majority of research has focused on interpersonal aspects. There are mainly two perspectives; the first takes departure from the customers’ point of view and focus on customer satisfaction and business success.The second, rather critical, perspective highlights the employees’ experiences of the service interaction. Our purpose is to combine, summarize, and test – often the oreticaland sometimes normative – proposals and statements from both these perspectives.

    The empirical data is derived from (a) a questionnaire to a random sample of 2000 Swedish employees with daily customer/client contact in their work, and (b) in-depth interviews with 21 employees, working as shop assistants, receptionists, travel agents etc.

    The study covers areas such as routinization; superiority and subordination; customer identification; rapport; aesthetic labour; the use of humour, charm and flirt; and the dealing with troublesome or rude customers. Our research shows how service encounters are a source of well-being, satisfaction, and commercial success, as well as a source of control and stress. The employees have to suppress their own feelings; they lie to customers, and are often mistreated. As many as half of the employees state that they regularly have to deal with troublesome or rude customers. This situation is even worse for women.

  • 43.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    To manage work and life outside work: A typology of private activities on company time2012In: Makt, myter och motstridigheter. Utmaningar i dagens arbetsliv. Karlstads universitet, 11-13 juni, 2012Conference paper (Refereed)
  • 44.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Larsson, Patrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Två uppsättningar regler: Chefers syn på egna och andras privata angelägenheter på arbetstid2015In: Tankar om arbete: 17 texter om arbete, arbetsliv och samhällsförändring / [ed] Ann Bergman, Gunnar Gillberg, Lars Ivarsson, Stockholm: Premiss förlag, 2015, p. 298-319Chapter in book (Refereed)
  • 45.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Larsson, Patrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    MacKenzie, Robert
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Management’s moral relativity regarding personal activities on company time2016Conference paper (Refereed)
    Abstract [en]

    When people are at work they are expected to work and not spend time on other things. But people do not engage exclusively in work; they also engage in a variety of non-work related activities, which Eddy et al. (2010) choose to term ‘personal activities on company time’ or PACT. What personal activities people engage in is determined by what they consider urgent in one way or another, and what is possible to do at the specific workplace (Ivarsson & Larsson, forthcoming). So far, most studies on this subject have focused on subordinated personnel (Lim 2002) but mid- and top-level managers also engage in PACT (Schou Andreassen et al. 2014; Ivarsson & Larsson 2015). However, management attitudes to PACT vary significantly between their own activities and the behaviour of their subordinates. Based on in-depth interviews with 20 high-level managers from different sectors and industries in Sweden, the paper explores the differences in attitude and presentation of PACT.

    We explore the incidence and rationale presented for respective actions of workers and managers,    which betrays an underlying moralising theme around work ethics that echoes back through the historic concerns of the Labour Process debate. Since the days of Taylor (1911), management have moralized about the personality and the attitude among workers – their inherited laziness and their never-ending tendency to ‘soldier’ – which has led to a perceived need to keep on monitoring and controlling employees by various means. Employees who, in one way or another, withholds working capacity – for example by engagement in some non-work related activity – are believed to cause financial loss for the organization (Self & Self 2014) and are also believed to influence overall work ethic in a negative way (Kamp & Brooks 1991).

     

    From the data, managers engage quite extensively in personal activities on official work time. Even though employees and managers may have similar reasons for engagement in personal activities, the managers believe that there is a big difference between the two.  The managers’ general perception is that work time should be devoted only to work. They do not approve when an employee engage in any other activity than work; to engage is PACT is presented as “stealing” time, and indicative of a flawed work ethic. Nevertheless, when managers themselves engage quite extensively in personal activities on official work time, this is presented as a benefit of an inherently good work ethic, or “borrowing” time based on a capacity for compensatory calculation. Even in cases where a narrow band of legitimate PACT activities for workers were tolerated, this compared to managements’ lack of need to justify their engagement in a near limitless range of non-work activities. There has been a lot of focus on blurring of work and non-work roles for managers and the need for boundary management (Rothbard et al, 2005). The managers in this study presented the inversion of this logic with the assumption of a lack of competing needs for non-managerial workers and any blurring of the boundary being regarded as “soldiering”.

  • 46.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Pettersson, Sara
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Konsumenters upplevelser av telekombranschen2011In: Fördjupad analys av marknaden för mobiltelefoni,bredband och sampaketerade telekomtjänster, Karlstad: Konsumentverket , 2011, , p. 62p. 159-221Chapter in book (Other academic)
  • 47.
    Karlsson, Jan Ch
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Nilsson, Tommy
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Two Strategies for Health Improvement at Work1996Report (Refereed)
  • 48. Kullvén, H.
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Quality and Costs in Elderly Care1997Conference paper (Refereed)
  • 49. Kullvén, H.
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Quality, Costs and Job Satisfaction in municipal care1999In: Pursuing Service Excellence: Practices and Insights / [ed] Scheuing, E, New York: ISQA , 1999Chapter in book (Refereed)
  • 50. Kullvén, H.
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Quality, Costs and Job Satisfaction in municipal care1999Conference paper (Refereed)
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