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  • 1.
    Ariyanti, Octaviani
    et al.
    Ministry of Communication, Jakarta, Indonesia.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Response of Fuel Subsidy Removal as Sustainable Transport Policy: Case Study: Workers in Jakarta Metropolitan Area2016In: Journal of the Civil Engineering Forum, ISSN 2581-1037, Vol. 2, no 2, p. 167-174Article in journal (Refereed)
    Abstract [en]

    Motorization in urban areas contributes several problems such as congestion, accidents, gas emissions, noises, and infrastructure breakage. Meanwhile, most of the developing countries cannot overcome such growth activities, as well as in Jakarta. By December 2013, Vice Governor of Jakarta proposes fuel subsidy removal policy as one of sustainable transport policy. This study is intended to understand and investigate how fuel subsidy removal policy scenarios (25%, 50%, and 100%) in Jakarta affects travelers’ behavior and analyze such policy to support sustainable transport by using qualitative research methodology. Interviews and questionnaires survey is conducted to workers in Jakarta, which includes ranking scale question for traveler response options. The result shows that half of the respondents are not affected and will only respond to fuel price increasing at IDR 31,400 for gasoline price and IDR 26,300 for ADO (Auto Diesel Oil). Moreover, there is a tendency of respondent's to the response by changing their travel mode choices into more fuel efficient private vehicle.

  • 2.
    Chaoren, Lu
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The role of policy integration in influencing sustainable public transportation development: A case study of Changzhou BRT system in China2014Conference paper (Refereed)
    Abstract [en]

    Purpose: The main aim of this paper is to explore the organizational and institutional issues for innovation to co-create value by focusing on the influence of public policy and the implementation mechanism, which contributes to a more sustainable public transport system development. The objective is to explore sustainable public transit innovation and development in the Chinese context and answer the research questions: how sustainability public policy is influencing innovation and what is the role of service innovation in integrating local sustainable public transport development with or without conflict between central and local interests.

    Methodology/approach: The paper is of explorative nature. It presents different theoretical concepts - (i) Sustainability and sustainable public transit, (ii) Service innovation, and (iii) value creation/co-creation. The paper illustrates these concepts in an in-depth case study of Changzhou Bus Rapid Transit system in China. Critical case study method is employed in this paper to understand the role of policy for integrating sustainability and innovation. The decision-making process of the local transport authorities in Changzhou is assessed and analyzed against the theoretical framework, which explores the joint working practices in public policy sector and its influence in service innovation and sustainable public transit development. 

    Findings: The study outlines the Chinese policy context in terms of responsibilities, powers and resources available to local transport authorizes, and articulates the tools of government that applied to affect a more sustainable public transit system with the goals of improving environment and meet stakeholder demands. Policies are important in the case of China. Policy integration in urban public transit development enhances the public transport services, drives service innovation and influences the environmental and social patterns.  

    Research limitations/implications: The single case-study design of the present research does not enable empirical generalizations to be made. Future research in this area should focus on generalizing the present findings by studying the development and integration of sustainability policy in other empirical settings, could be of different BRT systems in China, and re-conceptualization.

    Contribution/value: The paper makes an original contribution to the study of sustainable and innovative urban public transit service by explicitly linking the integration of suitability policy and its effect to service innovation and value co-creation based on social and environmental perspectives. The study expands the scope of understanding complex problems and challenges of policy implementation, as well as the potential conflict with the local urban public transit development. It also is contributes to the ongoing discussion in the service research concerning the influence of sustainability towards service innovation and public policy implementation process.

  • 3.
    Enquist, 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.
    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.
    Petros Sebhatu, Samuel
    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.
    Corporate Social Responsibility2008In: The Asian Journal of Quality, ISSN 1598-2688, Vol. 9, no 1, p. 55-67Article in journal (Refereed)
  • 4.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Sebhatu, Samuel
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    The important role of shared values in a sustainable service business2013In: Serving Customers: Global Services Marketing Perspectives / [ed] Raymond P. Fisk, Rebekah Russell-Bennett, Lloyd C. Harris, Prahran, Australia: Tilde University Press , 2013Chapter in book (Refereed)
  • 5.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    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.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Corporate Governance & Corporate Social Responsibility as Resources in S-D Logic for Values Based Service Business: An explorative study of IKEA, Starbucks and H&M2011Conference paper (Refereed)
  • 6.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Corporate Social Responsibility for Charity or for Service Business?2008In: The Asian Journal on Quality, Vol. 9, no 1, p. 55-67Article in journal (Refereed)
    Abstract [en]

    Following this introduction, this paper presents two conceptual and theoretical analyses – (i) CSR and its relation to profit and charity (ii) CSR as part of a service business model. The paper then illustrates these concepts using a comparative study of four service firms, with particular emphasis on their different CSR activities and how these affect the mission of each company. All four of the service companies are global actors with strong Service Brands (Edvardsson, Enquist and Hay, 2006) and a leading position in using CSR as a driving force for doing business: IKEA, Starbucks, H&M and the Body Shop. The paper then draws together the conceptual analysis and the case studies in a discussion of how CSR can be a proactive driver in the service business. Because of the limit space for a QMOD paper the focus is on the conceptual and theoretical analysis part and the empirical part and discussion/conclusion has to be further developed.

  • 7.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Corporate Social Responsibility for Charity or for Service Business?2007Conference paper (Refereed)
  • 8.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    The dialogue of Corporate Governance and Corporate Social Responsibility in Service - Dominant Logic : An explorative study of IKEA, H&M and Starbucks2010Conference paper (Refereed)
  • 9.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    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.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Values Resonance as a Basis for Values Based Service Business2011Conference paper (Refereed)
  • 10.
    Enquist, Bo
    et al.
    Karlstad University, Division for Business and Economics, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Division for Business and Economics, Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Division for Business and Economics, Service Research Center.
    Values-based service quality for sustainable business2007In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 17, no 4, p. 385-403Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this research is to present a model for values-based sustainable servicebusiness grounded in the concept of values-based service quality.

    Design/methodology/approach – Based on a literature review and interpretations of fivenarratives from a values-driven company, IKEA, the paper proposes a model of values-based servicequality for sustainable service business.

    Findings – The study distinguishes four dimensions of values-based service quality and fivedimensions of sustainability. These are all incorporated in the proposed model.

    Originality/value – This is a fundamental study of the role of values-based service quality increating sustainable service business based on value-in-use for customers and the desirable values ofcorporate culture with which products and services are associated.

  • 11.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Values-based Service Quality: Narratives from IKEA2006Conference paper (Refereed)
  • 12.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Steering and navigating in value networks for sustainable business: An explorative study of regional public transport networks in Sweden, Germany and Switzerland2012Conference paper (Refereed)
  • 13.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    The role of Corporate Governance and Corporate Social Responsibility in Service - Dominant Logic: An explorative study of IKEA, H&M and Starbucks2010Conference paper (Refereed)
  • 14.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Dynamic and Complex Public Transit Service Eco-­‐system for Resilient Living Cities2015In: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. / [ed] Gummesson, E., Mele, C., Polese, F., Naples, 2015Conference paper (Refereed)
  • 15.
    Enquist, 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. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sebhatu, Samuel Petros
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Public Transport as a dynamic and transformative values based service eco-system for resilient living cities2015Conference paper (Refereed)
    Abstract [en]

    Introduction

    Transformative and integrated transport system for living city regions are given a due slant for the societal and ecological perspective in a response for the many demands especially equality and democratization (Peñalosa, 2014), engagement and environment (Newman et al., 2009). Transformative service includes sustainability for providing a rich opportunity for significant and insightful study that repercussions social, collective and individual well-being (Östrom et. al., 2014 and Anderson et al., 2012). Service ecosystems need shared institutions (rules) to function effectively and coordinate activities among actors (Lusch and Vargo, 2014). These institutions, beside, have to cooperate in service ecosystems based on shared values and shared meanings (Edvardsson and Enquist, 2009). Public Transport as a dynamic and transformative values based service eco-system is about the role of governmental agencies and other stakeholders in the network (Enquist and Johnson, 2013) as part of moving from incremental progress towards transformational action for shaping an inclusive and sustainable business (Williams, 2014) for resilient living cities.

    The main theoretical and empirical challenges are how to understand public transport as dynamic and transformative values based service eco-system for living city regions to develop and implement a feasible and proactive tool for changing the mindset. This paper is of an explorative comparative study based on the public transport value networks in four city regions – Stockholm, London, Paris, and Singapore.

    Empirical and Theoretical Framework

     In this study, we see public transport as a transformative way, which is used as a tool for proactive developing of city regions for living cities (Kallidaikurichi and Yuen, 2010). These cities are in transition for a transformative change (Grin et. al. 2010): dynamic city networks, which learn and innovate (Campell, 2012), resilient infrastructure cities (Newman, 2010) including seven elements of a vision for more resilient transport (Newman et al, 2009) and cities as a world of mobile lives (Elliott and Urry, 2010). This is from transformative service perspective, which is conceptualizes the relationship between service entities and consumer wellbeing to serve as a catalyst for future research focusing on the transformative impact on services on consumers (Anderson et al., 2013). There, we also address Jan Gehl’s thoughts on “cities for people” in which public transport, cycling and walking are keys for a sustainable and vibrant city. He indicates that “The compact city – with development grouped around public transport, walking and cycling - is built around public transport, walking and cycling - is the only environmentally sustainable form of city. However, for population densities to increase and widespread walking and cycling, a city must increase quantity and quality of well-planned beautiful urban spaces that are human in scale, sustainable, healthy, safe and lively certainly alive (Gehl, 2010, p. IX). In this paper, we see public transport as a service eco-system (Lusch and Vargo, 2014) used as a tool for proactive developing of city regions for living cities (Kallidaikurichi and Yuen, 2010).

    Today, Public Transport (PT) is built upon transformative way of thinking something more than operand resources (Lush and Vargo, 2014) too, which was used to be implied in a production oriented way (ibid.). We illustrate this understanding with a statement from Boris Johnson, Mayor of London. 

    We can think of small cities that are lovely to live in – tranquil and green and blessed with efficient public transport. And then we can think of big cities that are global economic powerhouses – teeming with the noise, energy and ambition of million people. I want London to have the best of both worlds.

     In our study, these city regions, today, have big challenges to transform for a resilient and living city. Here are some examples of the four city regions from our current research:

    Stockholm: Shifting the focus from vehicles to human beings: The big challenge for the region is space incrusted with congestion problems in a rapid growing population; Capacity problems in railway infrastructure; Lack of dedicated roads for busses. Public transport in Stockholm County should be easily accessible, reliable and environmentally friendly. The City´s Vision for 2030 describes what it will be like to live in, work in and visit Stockholm.

    London: From 2011 to 2021 London’s population will have risen by a million. Need of an even better transport links to move people across the city to their jobs and homes. Future prosperity depends on a transport system that can support that huge population growth.

    Paris: Like many European cities, has a strong transit system and a walkable central area, but over recent decades it has given over more and more space to the car. Now in a bid to reclaim its public spaces it is implementing a series of policies to reduce the number of cars in the city. The master plan for 2030 focus on developing an attractive metropolis at the same time as handling societal, environmental and economic challenges for the region.

    Singapore: Changing commuter expectations and norms: Public tells that they will connected to more places and get them faster and more comfortable. Increasingly people are also voicing concerns about the impact of the transport system on the environment, whether it is noise pollution or carbon emissions, or impact on greenery and recreational place.

    In this article Public Transit Service is seen as an Eco-system for transforming a larger and even more complex Eco-system: a whole city region. However, it has to face the challenges emerged during this process, which we call it “Transformative challenges”. Transformative challenges are embedded in the vision of these city religions and are concentrated on Social, environmental, mobility and resilience challenges of each city region.

    Resilient Cities need to last and respond on crisis for change and build upon consensus around cooperation and partnership (Newman et al., 2009) The opposite is city build upon fear which make decisions based on short-term responses and the only driving force is competition (ibid.) The challenge is to breaking the norm of using cars in the city (Hajer et al, 2012; Gärling et al, 2013) and to find an alternative discourse for a resilient living city.

    Lusch and Vargo (2014) give a lecture of strategic thinking of an eco-system from the lens of SD-logic zooming in and zooming out for seeing the bigger picture (micro, meso, macro) and designing for density and relationship (ibid. p.180 ff.). Lush and Vargo address this in a conceptual way but it doesn´t say so much what that mean in a real context. Lusch and Vargo (2014) focus on operant resources that are capable to acting with other resources (ibid. p. 181).

    Developing a resilient and living city has a counter effect on sustainable development. The emergence of greening, especially “climate change” is one of the lead way developments in transport sector, which provides the input to deal with the transformation process of integrating sustainability into new infrastructural changes. Public Transport as a dynamic system is vital to the role of cities, governmental agencies and other stakeholders in the network towards creating a transformational action for shaping inclusive and resilient living cities.

    References

    Anderson L., Ostrom, A. L., Corus, C., Fisk, R. P., Gallan, A. S., Giraldo, M., Mende, M., Mulder, M., Rayburn, S. W., Rosenbaum, M. S., Shirahada, K., & Williams, J. D. (2013). Transformative service research: An agenda for the future, Journal of Business Research, 66 (8), 1203-1210.

     Campell, T. (2012) Beyond Smarter Cities – How cities network, learn and innovate, Earthscan, Routledge, New York

    Edvardsson, B. and Enquist, B. (2009) Values-based service for sustainable business – Lessons from IKEA, Routledge London 

    Elliott, A. and Urry, J. (2010) Mobile Lives, Routledge, Abingdon

    Enquist, B. and Johnson, M. (2013) Styrning och navigering i regionala kollektivtrafiknätverk, Karlstad University Studies 2013:14, Karlstad

    Gehl, J. (2010), Cities for People, Island Press, Washington.

    Grin, J., Rotmans, J. and Schot, J. in collaboration with Geels, F. and Loorbah, D (2010) Transitions to Sustainable Development – New Directions in the Study of Long Term Transformative Change, Routledge, New York

    Gärling, T, Ettema, D. and M. Friman (eds) (2013) Handbook of Sustainable Travel Springer, Heidelberg

    Hajer, M., Hoen, A. and Huitzing, H. (2012) Shifting Gear: Beyond Classical Mobility Policies and Urban Planning in van Wee, B (ed) Keep Moving, Eleven International Publishing, Hague

    Kallidaikurichi, S. and Yuen, B. (eds.) (2010) Developing Living Cities – From Analysis to Action, World Scientific Publishing Co. Pte. Ltd, Singapore

    Lusch, R. and Vargo, S. (2014) Service Dominant Logic. Premises, Perspectives, Possibilities, Cambridge University Press, Cambridge

    Newman, P. (2010) Resilient Infrastructure Cities in Kallidaikurichi, S. and Yuen, B. (eds.) Developing Living Cities – From Analysis to Action World Scientific Publishing Co. Pte. Ltd, Singapore 

    Newman, P., Beatley, T. and Boyer, H. (2009) Resilient Cities Responding to Peak Oil and Climate Change, Washington, Island Press

    Peñalosa, Enrique (2014), Key note speaker at Persontrafik 2014, 28th of October, 2014, Stockholm.

    Williams, O. (2014) Corporate Social Responsibility – The role of business in sustainable development, Routledge, New York   

    Östrom A. L., Mathras, D., and Anderson L., (2014), Transformative Service Research: An Emerging Subfield Focused on Service and Well-Being; at Rust R., Huang M. (edtrs.), Handbook of Service Marketing Research, Edward Elgar Publishing Ltd.

  • 16.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Service innovation, sustainability and quality meeting city challenges in the age of accelerations2018In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 10, no 4, p. 431-446Article in journal (Refereed)
    Abstract [en]

    Purpose The aim of this article is to provide a deeper conceptual understanding of the interdependence between service innovation, sustainability and quality in the age of accelerations in the context of cities. The research question is, how can service innovation, sustainability and quality interact in cities to meet the challenges of technology, globalization and climate change? Design/methodology/approach The study adopts a qualitative research approach and cases study research method in the context of cities. In this article, meeting the challenges in the age of accelerations is analyzed and interpreted in an abductive process in an interaction between empirical findings of three progressive cities Freiburg, Malmo and Gothenburg and the conceptual and theoretical frame for getting a new meaning. Findings The article demonstrates the need for a deeper conceptual understanding of the interdependence of service innovation, sustainability and quality in the age of accelerations. Service innovation and quality improvement cannot be handled as a standalone managerial activity because these processes are part of values-based learning and developing a loop for transformation, value co-creation and sustainability practice. Research limitations/implications Future research in this area should focus on generalizing the present findings to securing sustainable service business embedded on social and environmental perspectives and governance issues in other empirical settings and conceptualization. Societal implications The article looks into the idea of an ecosystem to achieve a balance between nature and people: Dynamic and complex ecosystems can be illustrated in different contexts to ensure a strong commitment to societal and environmental perspectives to create value and develop a sustainability practice. Originality/value The article makes an original contribution by using insights from service research, quality movement research and from studying actual sustainability practices in the real-life contexts of cities by developing a conceptual paper.

  • 17.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Shared values drive shared value for sustainable service business2013Conference paper (Refereed)
  • 18.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The "Grammar of Trust”: the challenge of interlinking corporate governance, corporate socialresponsibility and business models in business practices.2014Conference paper (Refereed)
  • 19.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Values based governance for sustainable business inservice eco systems2014Conference paper (Refereed)
    Abstract [en]

    This study is of an explorative nature based on six Globally Integrated Enterprises - GIEs (Palmisano, 2006), which can be seen as values based service companies (Pruzan, 1998; Edvardsson and Enquist, 2009). These six enterprises are: Ericson, IBM, IKEA, Volvo, Tetra Pack and Unilever. 

    To further understand the methodological approach we look into different business logics. Vargo (2007) use the label transcendence to explain the logic of value creation. Enquist et. al. (2014) have further investigated this concept of transcendence for Business Logics and argue that it is a need not only for one single business logic.  There are several business logics such as Exchange logic; Steering logic; Value creation logic; Business interaction logic; Responsibility logic; and Communication logic (Ibid). In this paper, we will, in an explorative way take this a step further and combine these business logics (Enquist et. al., 2014) with values based service thinking (Edvardsson and Enquist, 2009)  and look for values based governance driven by SD-Logic for sustainable business in value networks or eco systems. 

    For “evolving service for a complex, resilient, and sustainable world” the paper address interlink between corporate governance, corporate social responsibility and business models based on values based and triple bottom line thinking. Understanding how value is “networked” and “co-created” by “steering and navigating” in specific contextual settings is deemed essential in securing sustainable service business in which social and environmental perspectives and governance issues are embedded (Enquist et. al., 2014).

  • 20.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Values-based service innovation, sustainability and quality in the age of accelerations: meeting the challenges for mobility and accessibility in cities2017Conference paper (Refereed)
  • 21.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Walk the talk” for sustainable citizenship: EPOPA as a potential values-based sustainable business case?2006Conference paper (Refereed)
  • 22.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Camén, Carolina
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Values based governance and service innovation for facilitating sustainable public transport value network: the importance of the interlink between public governance, CSR, contractual governance and business model2015Conference paper (Refereed)
    Abstract [en]

    Osborne (2010) has argued for New Public Governance as a significant paradigm for public services delivery, embracing policy-making and a range of inter-organizational and networked-based modes for public services delivery (ibid. p. 413).  This thinking is an alternative to Public Administration or New Public Management, which the idea for “Public Governance and public service delivery: as a research agenda for the future” (Osborne, 2010). The indication of policy-making as a governance issue and co-production, co-creation for service delivery combine the public governance literature with the service literature. We agree with this and will take this a step further and argue for interlink between public governance, CSR, contractual governance and business model guided by a service business logic (Lusch and Vargo, 2014). Those concepts are contextually interlinked. In this article the specific public service context is “public transport value network” (Enquist et al, 2011). In that context the contractual governance is crucial guided by service business logic.

    In this article we will use examples of “Public transport value networks” from the city-regions of Stockholm, London and Paris to illustrate our conceptual framework. All of those city-regions have to handle economic, social and environmental issues as societal challenges. The societal challenges in those city-regions are driven by proactive policy-making and facilitating of resources for change. Service innovation is an important tool for change (Lusch and Vargo, 2014) but for societal issues the influence of CSR –practice and sustainable development has to be included as part of the service innovation processes (Edvardsson et al, 2013). Lusch and Vargo (2014) talk about strategic thinking and taking advantage of unstable environments. This is what societal challenges is all about.  This is also in line with SD-logic which are essentially co-creating value for customers and other stakeholders and facilitating, rather than just predicting to provide service” (ibid. p. 191).  We will introduce and argue for values based governance, service innovation and the important role of shared values for sustainable service business (Edvardsson et al, 2013).  Service networks need shared institutions (rules) to function effectively and coordinate activities among actors (Lusch and Vargo, 2014). These institutions have to cooperate in service networks based on shared values and shared meanings (Edvardsson et al, 2013).

    Public Transport Value Network as a dynamic and transformative values based service network is about facilitating the network in the interaction of governmental agencies, service providers and the customers/citizens in the network. To facilitate a public/private partnership for public service in a value network is also about designing the right contracts for sharing the cost for setting up and running the network, increase numbers of travellers which use the network and improve positive effects for society. The service providers have their business models, the public transport authority have theirs and those models have to meet in a joint contract. Public Transport for co-creating value for people and developing sustainability for society and the different business models and contractual governance has to be based on the same values based service logic.

    Key words: Service innovation, values based governance, contractual governance, public transport value network

  • 23.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Transcendence for Business Logics in Value Networks for Sustainable Service Business2015In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 25, no 2, p. 181-197Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to provide a deeper understanding of transcendence as business logic and to advance value co-creation and value network thinking. The authors are looking for business logic to have wider understanding of sustainable business. Understanding how value is “networked” and “co-created” by what the authors will call “transcendent business logic” in specific contextual settings is deemed essential in securing sustainable business, which social and environmental perspectives and governance issues are embedded. The authors lay the foundation for enriching the transcendence for business logics for a sustainable business based on sustainability, stakeholder-unifying perspective and value creation network theories. Design/methodology/approach – The study adopts a qualitative approach, using multiple case studies to undertake an analysis of the role of transcendence for business logics. Four case studies of private companies and parallel case studies of retail, health care and public organizations (regional public transport networks) are applied. The paper further asses a methodological approach goes beyond the positivistic paradigm in service research to understand the texts and analyze the research materials. This section presents the methodological approach based on transcendence beyond objectivism and relativism and the transformation process of transcendence business logic. Findings – The paper demonstrates that “different business logics” contributes to securing sustainable business embedded on social and environmental perspectives on governance issues. The authors have shown this based on the idea of transcendence, which can be used from a methodological point of view based on a deeper understanding beyond objectivism and relativism. The authors argued in this paper for a methodological path beyond functionalism. The authors are providing a deeper understanding of the business logic; co-creating value for people and developing sustainability for society. The study has also shown that values form the network, and co-creation is the basis for transcending the business logics. Originality/value – The paper makes original contribution to the exploring transcendence for business logics to be in lieu of guiding open source business models based on the need for understanding of the new logic in the new complex landscape. In service research, the main theoretical challenges of understand and integrating value co-creation and value networks to secure sustainable businesses are founded on the principles of steering and navigation. In this study the authors addressed the need for advancement of value co-creation network thinking and perusal for the business logic to have a wider understanding of sustainable business.

  • 24.
    Gebaur, Heiko
    et al.
    Innovation Research in Utility Sectors (Cirus), Eawag - Swiss Federal Institute of Aquatic Science and Technology, Switzerland.
    Sebhatu, Samuel
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Innovation in complex service systems2013Conference paper (Refereed)
  • 25.
    Gebaur, Heiko
    et al.
    Innovation Research in Utility Sectors (Cirus), Eawag - Swiss Federal Institute of Aquatic Science and Technology, Switzerland.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Service sys-tems Innovation in complex settings2013Conference paper (Refereed)
  • 26.
    Huang, Yidan
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Contextualization of Value Co-creation in the Endogenous Context: Multiple Cases of Public Transport in Zhengzhou and Chengdu2014Conference paper (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to understand and analyze the contextualization of value co-creation in the endogenous context. Analyzing how the five activities of value co-creation process are contextualized in a specific context can provide a better and deeper understanding for co-creating value with endogenous social and cultural values and norms. In this paper, value co-creation is contextualized in the public transport context from the Chinese perspective.

    Methodology/approach – This paper adopts a qualitative approach to analyze and understand the contextualization of value co-creation in endogenous context, using multiple case studies of the public transport from China: Zhengzhou and Chengdu public transport services. Discussing the contextualization of value co-creation process with the five activities, i.e. customer engagement, self-service, customer experience, problem-solving, and co-designing, allows us to explain and understand value co-creation in the Chinese endogenous context.

    Findings – This paper illustrates that contextualization of value co-creation in the endogenous context contributes to service business development. In this paper the five activities of value co-creation is integrating the concepts of value-in-social-context and value-in-cultural-context in different specific contexts, with endogenous social and cultural norms and values. This paper reveals the importance of contextualizing value co-creation process and the significant impacts of endogenous social and cultural issues in specific context, for better, easier, and more effective value co-creation.

    Originality/value – This paper makes original contributions to the ongoing discussion in service research, especially service-dominant logic (S-D logic) in endogenous thinking and the concepts of value-in-social-context and value-in-cultural-context. In service research, the main theoretical challenges are understanding and integrating endogenous thinking in specific contexts, which contextualize and better co-create value by focusing social and cultural issues. This paper reveals the adoption of endogenous thinking in the service research.

    Research limitation –The qualitative research design of multiple case studies does not enable empirical generalizations to be made. Future research in this area should focus on generalizing the present findings by studying the endogenous thinking in contextualization of value co-creation, in other empirical settings.

  • 27.
    Johnson, Mikael
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sustainable service-performance management2009Conference paper (Refereed)
  • 28.
    Muchlisin, Muchlisin
    et al.
    Department of Civil Engineering, Universitas Muhammadiyah Yogyakarta, Indonesia.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Munawarc, Ahmad
    Department of Civil and Environmental Engineering, Gadjah Mada University, Indonesia.
    Role of sustainable transport for creating integrated public transit system2016In: The Service Imperatives in the New Economy: Approaches to Service Management and Change, Bangkok, Thailand, 2016Conference paper (Refereed)
  • 29.
    Mugion, Roberta Guglielmetti
    et al.
    Department of Business Studies, University of Roma Tre, Rome, Italy.
    Toni, Martina
    Department of Business Studies, University of Roma Tre, Rome, Italy.
    Raharjo, Hendry
    Division of Service Management and Logistics, Department of Technology Management and Economics, Chalmers University of Technology, Gothenburg, Sweden.
    Di Pietro, Laura
    Department of Business Studies, University of Roma Tre, Rome, Italy.
    Sebhatu, Samuel Petros
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Does the service quality of urban public transport enhance sustainable mobility?2018In: Journal of Cleaner Production, ISSN 0959-6526, E-ISSN 1879-1786, Vol. 174, p. 1566-1587Article in journal (Refereed)
    Abstract [en]

    The main purpose of this paper is to assess and gain a deeper understanding of the role of service quality in sustainable mobility. Specifically, the study aims to understand user perceptions related to service quality in urban public transport systems and to investigate whether they induce the adoption of adopt more sustainable behaviours for mobility purposes by opting for alternative means of transportation such as car-sharing, bike-sharing, and car-pooling instead of using one's own private car. Indeed, it is becoming vital for cities to investigate the norm of owning a car as a solution and to break this norm to allow citizens to stop using their car as an environmentally friendly solution. On the basis of the above theoretical assumptions, we develop a theoretical framework that aims to fill the literature gaps and is therefore oriented towards understand the linkage among the service quality of the urban public transportation system, service loyalty to urban public transport, the intention to use one's own private car less, and the intention to use sustainable means of transportation, mainly car sharing. An empirical investigation involving the city of Rome, Italy, is performed. The study proposes a territorial analysis and a qualitative and quantitative survey. The aim of this empirical study is two-fold: i) to learn the state of the art of the urban public transport system of the city under investigation and ii) to explore citizens' perceptions of the service quality of public transport and to understand their intentions to use public transport more, to use their own cars less and to adopt sustainable means of transportation such as car-sharing. PLS-PM statistical tools are used for data analysis. Our findings confirm that service quality has a direct effect on the intention to use public transport more and that this effect affects both the intention to use one's own car less and the intention to use sustainable means of transportation such as car-sharing more.

  • 30.
    Pels, Jaqueline
    et al.
    Universidad Torcuato Di Tella, Bounes Aires, Argentina.
    Gomez Cisterna, Francisca
    Universidad Torcuato Di Tella, Bounes Aires, Argentina.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    The complexity of context in the Public transport value network: the City of Buenos Aires2014Conference paper (Refereed)
    Abstract [en]

     

    Purpose: The aim of this paper is to provide a deeper understanding of a value network and the complexity of context in a value-in-cultural context for co-creating value. Understanding the complexity of context on how value is “networked” and “co-created” in the value-in-cultural context by what we will call “micro environmental flexibility” in specific contextual setting, which is deemed essential in securing sustainable business of social and environmental perspectives and cultural issues are embedded. This can thus ultimately overcome the major challenges. In this paper, we discuss micro environmental flexibility in a value network based on resource integration, which is good for customers and other stakeholders.

     

    Design/methodology/approach: The study adopts a qualitative approach, using single in-depth case study to undertake an analysis of micro environmental flexibility in a value network based on the complexity of context of value-in-cultural context. The city of Buenos Aires is the capital of Argentina and together with the Greater Buenos Aires home to a population of about 12,800,000 inhabitants where 48% of the people that work in the city don’t live in the city proper. The paper further assesses the theoretical framework and concepts complexity of context of value-in-cultural context in service research.

     

    Findings: The paper raises the issue of the complexity of context of value-in-cultural context in a value network and suggests the need to adopt micro environmental flexibility. Micro environmental flexibility means that even within a same city, regional differences (e.g. commercial versus residential) are vital as they involve different stakeholders. As a result diverse resource integrations take place, leading to different value co-creations. The take away is that in order not to confuse flexibility with chaos it is essential to have a clear goal, which acts as the ultimate benchmark.

    Research limitations/implications: The single case-study design of the present research does not enable empirical generalizations to be made. Future research in this area should focus on generalizing the present findings by studying the complexity of context and value-in-cultural context and suggests the need to adopt micro environmental flexibility in other empirical settings and re-conceptualization.

    Originality/value: The paper makes original contribution to the on going discussions in service research, specifically S-D logic of complexity of context of value-in-cultural context. In service research, the main theoretical challenges are understanding and integrating complexity of context of value-in-cultural context and value co-creation in the value network to secure sustainable businesses. The paper reveals the adoption of micro environmental flexibility.

     

    Practical implications:  The case focuses on the bus system. To cope with the passenger’s demand of public transport, in 2008, The Sustainable Mobility Plan was conceived as a set of programs that respond to the concept of sustainable development. All of the policies were driven with the idea of promoting a culture that prioritizes people over cars. Although, the city of Buenos Aires was honoured with the Sustainable Transport Award; this raises the issue of the importance of complexity of context and value-in-cultural context and suggests the need to adopt micro environmental flexibility.

  • 31.
    Sebhatu, Samuel P.
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Erzigkeit, Fenya
    other.
    Petrescu, Alina
    Dimler Group.
    Is Corporate Governance defying Corruption?2013Conference paper (Refereed)
    Abstract [en]

    ABSTRACT

    Our research contributes to the emerging topic on the role of corporate governance (CG) towards corruption. Since the 1990s, the term CG has come into everyday usage in business and financial communities (Carlsson, 2001; Malin, 2010) and is becoming a global phenomenon focusing on securing shareholder value (Carlsson, 2001; Enquist et al., 2006) and stakeholder value. In parallel with this trend, transparency and discloser has also become familiar in the corporate world, and is a global phenomenon in the 21st century. The emergence of corporate governance as tool for tackling financial crises and corporate scandals has created the need for wider transparency. Existing research concentrates on corporate governance and its development, but rather neglects the gap towards assessing fundamental institutional weaknesses, and corruption in the private sector. Moreover, as Wu (2005) argues that there is a negligance of the supply side of corruption in literature and states the need for more investigation regarding the understanding of the relationship between corruption and corporate governance. Taking these factors into account, doing research on the relationship between corruption and corporate governance in a industrialised country from the aspect of the supply-side, seemed justifiable. This paper identifies the need for new governance thinking, based on stewardship and transparency and its impacts in reducing corruption. The empirical study involves five qualitative case studies of transparency and disclosure in Germany (2 cases on disclosure and reporting of multinational companies, 2 cases of transparency of non business organizations, and 1 corporate governance code).

    In this paper we are not arguing on the role of CG as control or reporting initiative for corruption, but its role to shun institutional weakness on reducing corruption. Accordingly, our research question can be formulated in the following way: what is the role of corporate governance in protecting corruption?

    To answer this research question, we studied German CG code as Germany is one of the role models in fighting corruption. The German CG code was triggered by global scandals such as Enron but developed after the Siemens AG scandal (Bostan et al., 2010). Cromme (2005) describes governance as “a term describing good, efficient management and supervision of companies on the basis of internationally recognized standards in the interests of the company’s owners and its social environment.” (p. 5).  Wu, (2005) in his extensive study underlines the problem with corruption and its importance for companies and governments. Transparency International (2009) considers strong corporate governance system is a vital component of company efforts to reinforce the right incentives and practices and to address the corrupt practices they confront. Selznick (1992) separates the two steering concepts of Management and Governance, but at the same time argues that they form a continuum. Governance takes account of all the interests that affect the viability, competence and moral character of an enterprise (ibid). The New York Times recently describes how companies still have more corruptive behavior in CG based on several cases of MNC from USA (April, 2013).

    Several researches and organization emphasized the harms of corruption against development in the public sector, but very few studies assess the importance of corporate governance in combating corruption. There is a need for deeper studies on its influence in business. Thus, the present results indicate, not only the positive relationship between corporate governance and corruption, but also reveal the characteristics of dynamic governance codes within a broader governance framework.

  • 32.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Corporate Social Responsibility for Sustainable Service Dominant Logic2010Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    The process of globalization over the past five decades has given impetus to drivensustainability and related thinking in business. It is also observed that there areunprecedented trends in corporate strategy towards sustainable thinking - the emergenceof sustainability as corporate strategy and the concern of business for ecology and society.This forces companies to rethink their standard business models and increase theirinterest in innovating products and services based on the challenges of global sustainabledevelopment. The pressure from external stakeholders, mainly non-governmentalorganizations (NGOs), as drivers of change may also contribute strongly to thisendeavour. This substantial change pressure clearly reflects companies’ recognition of themounting pressures for social responsibility and governance. The overall aim of this thesisis to describe and understand how social responsibility and value-creation of customers’influence the overall service quality of companies in developing a sustainable servicebusiness.

    The theoretical and conceptual frame of reference finds its stimulation from the researchin sustainable development – corporate social responsibility, service research and qualitymanagement. In this way it attempts to bridge the gap between business and socialresponsibility. Theoretically and conceptually, the thesis amalgamates sustainabilitythinking and the service logic. Here, value creation and co-creation of Service DominantLogic (S-D logic) approach expands to integrate the values based approach of CorporateSocial Responsibility (CSR) in management thinking and have created the prevailingbusiness practices and service quality (SQ) improvement. This thesis is a compilation offive different papers that follow an interpretative case study approach. The empiricalstudy developed from the cases of multinational companies, small and mediumenterprises, smallholders and NGOs.

    In this thesis, ‘Sustainable Service Dominant Logic’ (SSDL) was labelled to argue thatvalue-based co-creation of the S-D logic framework can be used to create values-basedservices for sustainable business by examining the link between CSR and S-D logic basedon value, values and service quality for sustainable business. This is this thesis’scontribution to the ongoing discussion of the paradigm shift in service research. Theframework is of the integration of CSR thinking into service business to create sustainablebusiness thinking. This signifies the new thinking of incorporating different managementsystems in creating the organizational change process, sustainability and finally SQimprovement. This counters the critique against S-D logic by expanding the societal andethical dimensions by using CSR, and showing real business cases. This depends on theintegration of different change pressures for value creation, whether related to economicand social resource integration. This involves the shift of the focus of managerial controlfrom a preoccupation with financial issues to a wider awareness of CSR thinking. Theseissues are also explored by demonstrating, based on cases, how the adoption of thisperspective can also enable the Base of the Pyramid (BoP) framework to become animportant aspect of value creation. Finally, the paradigm shift can be generalized to newthinking in S-D logic and the social responsibility of businesses as the major phenomenonof the changing and globalizing business environment; time for the CSR framework to permeate S-D logic.

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  • 33.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Knowledge dynamics in ICT in Värmland2010In: Regional Trajectories to the Knowledge Economy: Nordic–European Comparisons / [ed] Margareta Dahlström and Sigrid Hedin, Stockholm: Nordregio , 2010, p. 27-33Chapter in book (Other academic)
  • 34.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Sustainability Performance Measurement for sustainable organizations: beyond compliance and reporting2008Conference paper (Refereed)
  • 35.
    Sebhatu, Samuel Petros
    Karlstad University, Division for Business and Economics, Service Research Center.
    The challenges and opportunities of creating sustainableshared value at the base of the pyramid: Cases from sub-Saharan Africa2008In: Sustainability Challenges and Solutions at the Base of the Pyramid / [ed] P. Kandachar & M. Halme, Sheffield, UK: Greenleaf Publishing Ltd, 2008, p. 146-162Chapter in book (Other academic)
    Abstract [en]

    The need for a more open and sustainable BOP approach in order to create sustainable solutionsfor the smallholders at the BOP requires the contributions of different actors: non-governmentalorganizations, entrepreneurs and multinational corporations. This can be achieved by exploringstrategies for development using the trade approach and by creating sustained competitivemarkets. These concepts are applied to a case study of a real business development initiative inSub-Saharan Africa; i.e. the context of the Export Promotion of Organic Products from Africa(EPOPA), the Kenya Organic Agriculture Network (KOAN) and Ideal Providence Farms (IPF).The study reveals that such initiatives can be used as an active tool for advancing smallholderfarmers and women by integrating them into a global value chain, leading to sustainabledevelopment, poverty alleviation, and value creation. This paper focuses on assessing thechallenges and opportunities and makes an original contribution to the study of shared value byexplicitly linking with the sustainable BOP thinking.

  • 36.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The Role of Change Agents in Creating Sustainable Business and Responsible Management: Case Study of Miljöcentrum2009Conference paper (Refereed)
  • 37.
    Sebhatu, Samuel Petros
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Theoretical foundations of Corporate Social Responsibility (CSR)2011Report (Other academic)
  • 38.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Are Corporate Governance and Corporate Social Responsibility having a role for sustainable Service Business?: An explorative study of IKEA, Starbucks and H&M2014Conference paper (Refereed)
    Abstract [en]

    Purpose The aim of this article is to introduce values linked to Corporate Governance (CG) and Corporate Social Responsibility (CSR) through S-D logic by focusing on how values shape actors’ resource integration, value co-creation and the resulting value-in-context. The focus is on how values enables and constrains the creation of value-in-context and thus a sustainable service business. We also focus on the interdependencies between CG and CSR to describe and analyse how core company values are embedded the company’s social and environmental responsibilities, which are aligned with customers’ and other stakeholders’ values.

     

    Methodology/approachBased on a literature review and interpretations of three comparative case studies of values-based companies (IKEA, H&M and Starbucks), the paper draws together a conceptual analysis of how corporate governance and CSR are of great importance in ‘converting’ values into capabilities and value-creating actions. The present exploratory study undertakes an investigation of the role of CG and CSR as resources in S-D logic.

     

    FindingsThe results show how the integration of corporate governance, social and environmental responsibility, and the norms and values of a dynamic company culture contribute to resource integration, value co-creation and a deeper understanding of value-in-context. The study also shows that mere recognition of the actors viewed as a social resource integrating other actors. This is to allow full integration of resources in the companies’ value networks, especially in the contemporary globalised world. The paper contributes by showing how values linked to CG and CSR shape actors’ resource integration within service and social systems and thus value co-creation and the resulting value-in-context.

     

    Research implicationsThe notion that a service culture, grounded in company core values based on CG and CSR, drives business development has not been empirically examined in any great detail. There is a need to deepen understanding of the role of values linked to CG and CSR in relation to business ethics and how these values shape social processes in a global value network. Values resonance and values dissonance may have a major impact in resource integration, value co-creation and value-in-context. Actors are social integrators of resources. Social forces shape their value creating activities in their social reality. These ongoing social processes can be seen as values-in-context where CSR business cases are of great importance in converting values into capabilities and value creating actions.

     

    Practical implicationsThe study has also shown that CG and CSR are not merely systems of command and control, but are essential for resource integration and steering and navigating to secure sustainable service business development. Three companies have been selected as our host cases: IKEA, Starbucks, and H&M. These companies have innovative entrepreneurs and distinctive business models which also include social and environmental perspectives to better understand innovative service businesses. These perspectives have been retained and developed over the decades through dissemination of the entrepreneur’s values throughout their organisations. The values have been further developed into CSR business cases as a driving force for service innovation.

     

    Originality/value This is a fundamental study because it shows how values linked to CG and CSR shape actors’ resource integration within service and social systems and thus further value co-creation and the resulting value-in-context. It has been shown this based on “why and how”—by understanding how value is created and networked and by integrating value co-creation with the embedded on societal and environmental perspectives to secure sustainable service business.

  • 39.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Division for Business and Economics, Service Research Center.
    Enquist, Bo
    Karlstad University, Division for Business and Economics, Service Research Center.
    ISO 14001 as a driving force for sustainable development and value creation2007In: TQM Magazine, ISSN 0954-478X, E-ISSN 1758-6887, Vol. 19, no 5, p. 468-482Article in journal (Refereed)
    Abstract [en]

    Purpose – The aim of this paper is to examine whether the process of organisational change inimplementing the environmental quality standard ISO 14001 can act as a driving force for sustainabledevelopment (SD) and value creation.

    Design/methodology/approach – The paper first presents an analysis of the concepts of: the ISO14000 environmental management system (EMS); SD; values-based value creation; and service quality.These concepts are then applied in a case study of organisational change at Flu¨gger AB (Sweden), acompany that has undergone a comprehensive transformation process based on ISO 14001 over aperiod of more than ten years.

    Findings – The study reveals that ISO 14001 certification can be used as an active tool for promotingcomprehensive organisational changes leading to SD and value creation.

    Research limitations/implications – The single case-study design of the present research doesnot enable empirical generalisations to be made. Future research in this area should focus ongeneralising the present findings by studying the development and integration of values-basedthinking in other empirical settings.

    Practical implications – The study provides useful insights into the successful adoption of ISO14000 EMS as an active tool for SD and value creation.

    Originality/value – The paper makes an original contribution to the study of holistic organisationalchange by explicitly linking the adoption of an EMS with values-based thinking and sustainability.

  • 40.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    ISO26000 and Beyond : Driving force for CSR and Quality Management towards co-creating value2015In: Int. QMOD-ICQSS conference proceedings / [ed] Su Mi Dahlgaard-Park, and Jens J. Dahlgaard, Dr. Prof, Seoul, 2015Conference paper (Refereed)
    Abstract [en]

    Abstract

    Purpose – The aim of this paper is to provide a deeper understanding of ISO26000 towards reporting on corporate social responsibility and the drive to go beyond for values based governance thinking. The objective of this paper is to examine whether the process of organizational change in implementing the environmental and quality standards can act as a driving force for sustainable development (SD) and value creation and role of ISO26000 as “facilitator” for reporting it. Understanding how social responsibility as a business practice is institutionalized in organizations and the continuous improvement thinking of quality improvements  is deemed essential in securing sustainable service business in which social and environmental perspectives and governance issues are embedded.

     

    Design/methodology/approach – The study adopts a qualitative research approach, using multiple case studies to undertake an analysis of the role of ISO26000 and the drive to go beyond for sustainable service business in different contexts of globally integrated retail business, manufacturing organization and public transit service. Three case studies, one each of global retail business (IKEA), manufacturing organization (Löfbergs) and regional public transit (SL/Nobina), are selected.

     

    Findings – The paper demonstrates that “Beyond ISO26000”, as driving force for CSR and Quality Management towards co-creating value, contributes to securing sustainable service business embedded on social and environmental perspectives and governance issues. It has been shown this based on “why and how” - by understanding how “facilitating and unpredictability” are shaping business models to secure sustainable service business. The study has also shown “shared responsibility” is essential for understanding that environment quality standards and reporting CSR are not merely systems of command and control, but are essential for resource integration to secure sustainable service business development.

     

    Research limitations/implicationsThe study provides useful insights into the need to go beyond successful adoption of ISO26000 as an active tool for SD and value creation. Future research in this area should focus on generalizing the present findings to securing sustainable service business embedded on social and environmental perspectives and governance issues in other empirical settings and conceptualization.

     

    Originality/value – The paper makes an original contribution to the on-going discussions on quality and environment management standards and service research. In service research, the main theoretical challenges of understanding and integrating value co-creation and sustainable development as a transformative service research thinking.

     

    Keyword(s): ISO26000; corporate social responsibility; environmental and quality standards; facilitating; and shared responsibility

    Article Type: research paper

     

  • 41.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Service Ecosystem in a Dynamic and Complex Context: The context of transit services of cities and city regions2017In: Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management,, 2017Conference paper (Refereed)
    Abstract [en]

    This paper investigates the dynamicity and complexity of service eco systems by demonstrating the public transit service eco-system in resilient and living cities (city regions). In particular, it explores the main theoretical and empirical challenges on how to understand the dynamic and transformative service eco-system, by developing and implementing a feasible and proactive tool. To develop a service ecosystem and implement it requires an S-D logic perspective with input from societal and environmental encounters to expand the micro, meso and macro levels by addressing the complex situation of public transit services in transforming cities in Sweden (Malmo), France (Paris) and South Africa (Cape Town).

  • 42.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Sustainability for transformation and societal Innovation.2017In: Transformations in Practice: Transformations 2017:Transformations in Practice, Dundee, Scotland, 2017Conference paper (Refereed)
    Abstract [en]

    This paper focuses on the role of sustainability as a driving force for transformation and societal innovation to meet a new global landscape for sustainable business, using societal and environmental challenges as part of the business model. There is a new business landscape we have to face (Normann, 2001), which requires an understanding of how business and societal innovation can be problematized and understood in real context and in a broader and transcendental view of business logics (Enquist et al, 2015) not firm centric but rather from societal perspective (Laczniak and Murphy, 2012). To get a deeper understanding what Transformation-Agenda (The Agenda-2030) means for transformative change, we have looked into real contexts of two enterprises: IKEA, the world leading furniture enterprise; and Löfbergs, family owned coffee roaster in North Europe. Löfbergs is a global actor in coffee & climate transformation. These companies have setting up a transformation agenda by engaging with the small holders at the bottom of the supply chain and by setting for up global initiatives, as pioneers. A transition to sustainability can only attained by combining technology with deep system innovations and lifestyle changes (Rockström and Klum, 2015; p. 133). Primary data for this study was collected through in-depth interviews and a dialogue. This paper contributes to crafting a holistic approach for societal innovation through a feasible and proactive transformation to meet societal and sustainable business challenges. Sustainable innovation will be used as a platform (Nidumolu et al, 2009) to create new services and new business models and develop sustainability for society.

     

  • 43.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Sustainable and innovative Public Transit: Bus Rapid Transit (BRT) system thinking in social context2012Conference paper (Refereed)
  • 44.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Sustainable Public Transit Service Value Network for Building Living Cities in Emerging Economies: Multiple Case Studies from Public Transit Services2016In: IRSSM-6: THE 6TH INTERNATIONAL RESEARCH SYMPOSIUM IN SERVICE MANAGEMENT - SERVICE IMPERATIVES IN THE NEW ECONOMY: SERVICE EXCELLENCE FOR SUSTAINABILITY / [ed] BH Voon, J Hamali, F Abdullah, C Joseph, SH Leong, UH Lau, ESM Chung, KC Ng, AK Teo, Amsterdam: Elsevier, 2016, p. 263-268Conference paper (Refereed)
    Abstract [en]

    The main aim of this paper is to assess and analyse how sustainable public transit (SPT) services contribute to building living cities in emerging economies through value network and resource integration/value co-creation, which is embedded on societal and environmental perspectives. The main theoretical and empirical challenges are how to understand public transport as dynamic and transformative values based service eco-system for living city regions to develop and implement a feasible and proactive tool for changing the mind-set, which is embedded on societal and environmental perspectives. The objective is to look deeper on how these emergent and fast growing cities are put together STP for building cities for people by focusing on societal and environmental issues, which value network of SPT are integrated and value is co-created within the service system. The paper has an explorative nature. It is built around three concepts - (i) SPT and value network (ii), resilient living cities in emerging economies and (iii) Societal and environmental perspectives. The paper illustrates these concepts with four different cases from Cape Town - South Africa, Buenos Aires - Argentina; Singapore - Singapore, and Jakarta - Indonesia. The study has identified the challenges of transforming emergent and fast urbanized cities, and understanding the role of public transport services from the cities perspective in an international context by embedding social and environmental perspectives. The challenges of transforming today's cities have created many new opportunities for prosperity through new ways of living and working in urban areas. The paper makes a contribution to the study of public transit services by explicitly linking the adoption of SPT value network in emerging economies based on sustainability, and resource integration/value co-creation for building resilient living cities.

  • 45.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The dialectic between stewardship and hyper norms for societal transition2016In: Proceedings of the 41st Annual Macromarketing Conference: Macromarketing and Academic Activism / [ed] Norah Campbell, Marius Claudy, Aidan O’Driscoll, Dublin: Trinity Business School, Trinity College Dublin , 2016, p. 670-Conference paper (Refereed)
  • 46.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    The dialectic between Stewardship and hyper norms for societal transition2016In: Proceedings on Responsible Management Education (RME) Research Conference, Krems, Austria, 2016Conference paper (Refereed)
  • 47.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Values-driven service innovation for transformational change2019In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristenson, Peter magnusson, Lars Witell, World Scientific, 2019, p. 203-223Chapter in book (Other academic)
  • 48.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    New business Model driven by Societal and environmental Innovation for sustainable Business: Cases from Sub-Saharan Africa and Sweden2012Conference paper (Refereed)
  • 49.
    Sebhatu, Samuel Petros
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Sustainable public transport network development in Developing Countries,2010Conference paper (Refereed)
  • 50.
    Sebhatu, Samuel Petros
    et al.
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Enquist, 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. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Johnson, Mikael
    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. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Transcendence as Business Logic in Value Networks for Sustainable Service Business2013In: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda / [ed] Gummesson, E., Mele, C., and Polese, F., Naples, 2013Conference paper (Refereed)
12 1 - 50 of 66
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