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  • 1.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Enquist, B
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    'The IKEA Saga': Service Culture and Service Strategy2002In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 22, no 4, p. 153-186Article in journal (Refereed)
    Abstract [en]

    Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success

  • 2.
    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.
    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.
    Quality improvement in governmental services: The role of change pressure exerted by the -market-,2006Other (Other (popular science, discussion, etc.))
  • 3.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Quality Improvement in governmental services: The Role of change pressure exerted by the ‘market’2006In: TQM Magazine, ISSN 0954-478X, E-ISSN 1758-6887, Vol. 18, no 1, p. 7-21Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?

    Design/methodology/approach – This study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.

    Findings – First, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.

    Research limitations/implications – The article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.

    Practical implications – The pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.

    Originality/value – This article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.

  • 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.
    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 IKEA saga: a success story about a company driven by Service Culture and Service Strategy2000Conference paper (Refereed)
  • 5.
    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.
    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.
    The IKEA Saga: a success story about a company driven by Service Culture and Service Strategy2000Conference paper (Refereed)
  • 6.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    THE IKEA  Saga: How Service Culture Drives Service Strategy2002In: The Service Industries Journal, Vol. 22, no 04, p. 153-186Article in journal (Refereed)
    Abstract [en]

    Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success.

  • 7.
    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.
    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.
    The service excellence and innovation model: lessons from IKEA and other service frontiers2011In: Total Quality Management and Business Excellence, ISSN 1478-3363, E-ISSN 1478-3371, Vol. 22, no 5, p. 535-551Article in journal (Refereed)
  • 8.
    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.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Values Based Service for Sustainable Business: Lessons from IKEA2008Conference paper (Refereed)
  • 9.
    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.
    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.
    Values Based Service for Sustainable Business: Lessons from IKEA and comparisons with Starbucks, Body Shop and H&M2008Conference paper (Refereed)
  • 10.
    Edvardsson, Bo
    et al.
    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.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Values Resonance Drives Sustainable Customer Value: Lessons from IKEA2012In: Service Management: The New Paradigm in Retailing / [ed] Kandampully, Jay, New York: Springer Science+Business Media B.V., 2012, p. 249-269Chapter in book (Refereed)
    Abstract [en]

    In this chapter, we focus on how sustainable customer value is a driver of business success. Our role model is the retail company IKEA, the world’s largest furniture industry business. IKEA is a successful and growing business, with long-term profitability.

  • 11.
    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.
    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.
    Values-based Service for Sustainable Business: Lessons from IKEA2008Book (Refereed)
  • 12.
    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.
    Enquist, Bo
    Hay, M.
    Value-based Service Branding and Beyond ' The IKEA way2005In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 16, no 3, p. 230-Article in journal (Refereed)
  • 13.
    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.
    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.
    Hay, M.
    Values-based Service Brands:: Narratives from IKEA2006In: Managing Service Quality, Vol, 16, No. 3Article in journal (Refereed)
  • 14.
    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.
    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.
    Hay, M.
    Values-based Service Brands: Narratives from IKEA2006In: Managing Service Quality, Vol. 16, No. 3Article in journal (Refereed)
  • 15.
    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.
    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.
    Holmlund, M.
    Strandvik, T.
    Creating Test-drives for Service Experiences Prior to Purchase and Consumption2008Conference paper (Refereed)
  • 16.
    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.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Johnston, B
    CoCreating Customer Value Through Hyperrelaity in the Pre-purchase Service Experience2005In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 8, no 2, p. 149-161Article in journal (Refereed)
  • 17.
    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.
    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.
    Johnston, B.
    Creating and test-driving service experience prior to purchase and consumption2007Conference paper (Refereed)
  • 18.
    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.
    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.
    Johnston, B.
    Creating Test-drives for Service Experiences Prior to Purchase and Consumption: Case studies in three different service context2008Conference paper (Refereed)
  • 19.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Johnston, Bob
    Cocreating Customer Value through Hyperreality in the Prepurchase Service Experience2005In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 8, no 2, p. 149-161Article in journal (Refereed)
    Abstract [en]

    This article develops a new model depicting how organizations can help customers test out and experience a service prior to purchase and consumption or use. When customers buy a new car, for instance, they are allowed to test-drive it to get the feel of it. When customers wish to purchase services, it can be more difficult to provide customers with a “test drive.” In some service situations, service organizations can and do provide “test drives,” but it is suggested that such experiences take place in a simulated setting. This article introduces the notion of hyperreality, the simulated reality of a service experience. It also introduces the concept of the “experience room,” the place where the simulated experience takes place. Based on the existing literature, the authors apply six dimensions of experience rooms to demonstrate how organizations can cocreate value, in conjunction with the customer, through hyperreality in a preservice experience.

  • 20.
    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.
    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.
    Johnston, Robert
    UK.
    Design Dimensions of Experience Rooms for Service Test Drives:: Case Studies in Several Service Contexts2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 4, p. 312-327Article in journal (Refereed)
    Abstract [en]

    Purpose - The objective of this exploratory study is to analyse "test drives" of service offerings in a variety of service contexts by applying existing design dimensions of experience rooms in order to develop some principles to assist service designers who are interested in developing such "test drives" for their potential customers. Design/methodology/approach - An exploratory qualitative study was undertaken using three case studies with varying levels of simulation/artificiality. Data were collected from documents and interviews with service providers and customers and analysed using a framework of six dimensions Findings - The study adds a sixth dimension to the existing five dimensions or experience rooms found in the literature It also proposes seven principles to guide designers who seek to create new service "test drives" The study also introduces the new notion of "value in pre-use" (a development of "value in use") to describe the potential value of "real" services yet to be purchased Finally the study documents some of the advantages and disadvantages of using "test drives" Research limitations/implications - The exploratory and interpretive nature of the research, and the limited number of cases and respondents, limits the generalisability of the findings Practical implications - The study provides several principles that can be used in the design of service "test drives". Originality/value - This is the first paper to analyse the design dimensions of service "test drives" and to propose the notion of "value in pre-use".

  • 21.
    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.
    Gustafsson, Anders
    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.
    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.
    Challenges in New Service Development: and Value Creation Through Service2007In: Advances in Information Systems Development Bridging the Gap between Academia and Industry, 2007Chapter in book (Refereed)
  • 22.
    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.
    Gustafsson, Anders
    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.
    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.
    Challenges in New Service Development and Value Creation through Service2005Conference paper (Refereed)
  • 23.
    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.
    Gustafsson, Anders
    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.
    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.
    Challenges in New Service Development:: and Value Creation Through Service2006In: Advances in Information Systems Development Bridging the Gap between Academia and Industry / [ed] Nilsson, A., Gustas, R., Wojtkowski., W., Wojtkowski, G., Wryczna, S. and Zupancis, J, Boston, 2006, p. 23-34Chapter in book (Refereed)
  • 24.
    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.
    Gustafsson, Anders
    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.
    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.
    Quality in New Service Development ' Critical Success Factors2005Conference paper (Refereed)
  • 25.
    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.
    Gustafsson, Anders
    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.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Quality in New Service Development: Critical Success Factors,2005Conference paper (Refereed)
  • 26.
    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.
    Gustafsson, Anders
    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.
    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.
    Success Factors in New Service Development and Value Creation through Services2005In: Advances in Service Innovation / [ed] Dieter Spath and Klaus-Peter Fähnrich, Berlin: Springer Berlin/Heidelberg, 2005Chapter in book (Refereed)
  • 27.
    Enquist, Bo
    Karlstad University, Division for Business and Economics.
    "Coaching" för hållbar tillväxt i Värmland?: utvärdering och kunskapsåterföring gällande kvalitetsutveckling av lokal näringslivsverksamhet i Värmland2004Report (Other academic)
  • 28.
    Enquist, Bo
    Karlstad University, Division for Business and Economics.
    Från produktionsparadigm till serviceparadigm?1999Report (Other academic)
    Abstract [sv]

    Denna forskningsrapport behandlar ett offentligägt aktiebolag och dess interage-rande med företagets huvudintressenter. Företaget och dess intressenter ses i denna studie som ett värdeskapande intressentnätverk. Den specifika forsknings-kontexten utgör länstrafikbolagen, som i senare delen av studien ses som länstra-fikbolaget, dvs ett typiskt länstrafikbolag där de generella linjerna blir framträ-dande på bekostnad av de lokala. Studien rör sig på managementnivå i hela ked-jan från det politiska, det verkställande till det operativa. De intressenter som be-handlas är ägare/huvudman, länstrafikbolaget företrätt av dess VD och styrelse, entreprenörerna som utför servicetjänsterna och resenären som är både medbor-gare och kund.Rapporten vänder sig till forskare men även till studerande vid universitet och högskolor som vill fördjupa sina kunskaper i snittet mellan offentlig och privat verksamhet där kund och serviceorientering är i fokus. Det vänder sig även till de inom den akademiska världen som är intresserade av tolkande företagsekono-miska fallstudier. Rapporten vänder sig också till aktörerna inom branschen som arbetar med or-ganisering och konceptutveckling av en allt mer avreglerad eller snarare om-reglerad kollektivtrafikmarknad. Rapporten är ett resultat av ett forskningsprogram inom CTF med inriktning mot kollektivtrafikforskning i ett tjänsteperspektiv där Kommunikationsforskningsbe-redningen (KFB) är huvudfinansiär

  • 29.
    Enquist, Bo
    Karlstad University, Division for Business and Economics.
    Intressentdialoger inom kollektivtrafiken: en probleminventering och diskussion kring behovet av ett stödjande forsknings- och utvecklingsprogram för kollektivtrafikområdet2003Report (Other academic)
    Abstract [sv]

    Föreliggande studie ska ses som ett empirinära bidrag till den kollektivtrafikforskning som bedrivs vid Centrum för Tjänsteforskning (CTF), Karlstads universitet och som rör olika aspekter kring kollektivtrafikens utveckling i Sverige. Rapporten är ett resultat av dialoger som hållits inom kollektivtrafikbranschen mellan företrädare för trafikhuvudmän, trafikoperatörer samt enskilda konsulter och forskare. Genom att Kollektivtrafikkommittén kom med ett delbetänkande i SOU 2001:106 Kollektivtrafik med människan i centrum blev det möjligt att avsluta rapporten med en kritisk jämförelse och reflektion kring föreliggande dialoger med kommitténs delbetänkande. Ambitionen har varit att föra en dialog mellan forskarsamhället och kollektivtrafikens företrädare kring vilka problem som finns men också vilka forsknings- och utvecklingsområden som är mest angelägna framöver för att stödja kollektivtrafikens utveckling i Sverige. Syftet med denna rapport är tvådelat: dels fånga kollektivtrafikens nuvarande problem dels föra en diskussion kring behovet av ett långsiktigt forsknings- och utvecklingsprogram i jämförelse med Kollektivtrafikkommitténs delbetänkande. Metoden att fånga empirin för denna problematisering har varit intressentdialoger. Metoden kan ses som en form av aktionsforskning där alla inblandade är med och formar resultatet

  • 30.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kollektivtrafik som transformativ kraft för levande och hållbara städer2016Report (Other academic)
    Abstract [sv]

    Denna studie uppmärksammar kollektivtrafik som transformativ förändringskraft i städer. I studien talas om att se kollektivtrafik som ryggraden i hållbar mobilitet och en möjliggörare för förändring, med visionen att bygga en stad för människor. En levande och attraktiv stad där kollektivtrafik sätts in i ett större sammanhang för att underlätta människors vardag. 

    Sveriges tre största stadsregioner; Stockholm, Göteborg och Malmö har studerats. För att på ett djupare plan förstå dessa förändringsprocesser har även sju internationella jämförelsestudier tagits fram (Freiburg, Zürich, London, Paris, Singapore, Kapstaden och Buenos Aires), liksom en konceptuell och teoretisk analys- och tolkningsram. Såväl de svenska som utländska fallstudierna pekar på att det finns många utmaningar i växande stadsregioner.  Studien ger en ökad insikt om att kollektivtrafik kan vara ett verktyg att bryta sociala och miljömässiga utmaningar, liksom mobilitetsutmaningar. Det krävs en avancerad produktionslogik för att utveckla kapacitetsstarka kollektivtrafiklösningar, men när allt är på plats i ett samverkande system kan kunden/resenären utnyttja systemet i sin egen värdeskapande process utifrån en kundorienterad tjänstelogik. Det finns ett behov av en fortsatt lärprocess för att använda kollektivtrafik som transformativ kraft. Det är människor som rör sig i staden, kollektivtrafik är endast ett medel. Det är med gemensamma offentliga och privata resurser som en levande, hållbar och attraktiv livsmiljö kan skapas, men det måste ske inom ramen gemensamma värderingar och berättelser.  Då utvecklas ett samhälle som bygger på tillit. Att hantera transformation, värdeskapande och hållberhet kräver flernivåstyrning, resursintegration och en utmaningsdriven tjänsteinnovation. Delarna finns där, men det behövs ett mer samlat grepp för att fullt ut utnyttja potentialen i Kollektivtrafik som transformativ kraft för levande och hållbara städer.

  • 31.
    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.
    The Dialectic between Governance and Management- Accounting/Control: The Case of Public Transport in Sweden Paper2002Conference paper (Refereed)
  • 32.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Camén, Carolina
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Contractual Governance for Public Service Value Networks2011In: Journal of Service Management, ISSN 1757-5818, Vol. 22, no 2Article in journal (Refereed)
  • 33.
    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.
    Corporate Social Responsibility and Brand Cultivaton2004Conference paper (Refereed)
  • 34.
    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.
    Gustafsson, A.
    Brown, W. S.
    Johnston, R.
    Corporate Social Responsibility and Brand Cultivation2004Conference paper (Refereed)
  • 35.
    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)
  • 36.
    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.
    Roos, L-U.
    Values Based Service Innovations: A Study in the Truck Industry2008Conference paper (Refereed)
  • 37.
    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 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.
    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)
  • 38.
    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)
  • 39.
    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)
  • 40.
    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.

  • 41.
    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)
  • 42.
    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)
  • 43.
    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.

  • 44.
    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)
  • 45.
    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.
    Fredriksson, Odd
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management.
    Användarperspektiv på e-tjänster i offentlig verksamhet: En fördjupningsstudie kring användarperspektivet inom området e-tjänster i offentlig verksamhet2003Report (Other academic)
    Abstract [sv]

    VINNOVA har i ett antal olika arbetsmöten identifierat e-tjänster i offentlig verksamhet somett tillväxtområde. För att förstå området bättre, samt de kritiska frågor som behöver belysasför att hållbar tillväxt ska kunna skapas, har VINNOVA ansett det nödvändigt att med hjälpav olika forskningsmiljöer få till stånd ett antal fördjupningsstudier. En av dessa studier röranvändarperspektivet. Föreliggande dokument är denna fördjupningsstudies slutdokument.Delar av studien har presenterats muntligt inom ramen för en hearing som VINNOVAanordnat den 4 november 2003.

  • 46.
    Enquist, Bo
    et al.
    Göteborgs universitet.
    Javefors, Håkan
    Göteborgs universitet.
    Huvudmannaskapets dialektik: en studie om Renault/Volvo-affären1996Doctoral thesis, monograph (Other academic)
  • 47.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    Styrning och navigering i regionala kollektivtrafiknätverk2013Report (Other academic)
    Abstract [sv]

    Ett forskningsprojekt om kollektivtrafik får nu sin avslutning i föreliggande forskningsstudie. Projektet har bedrivits inom forskarnätverket Samot (The Service and Market Oriented Transport Research Group) vid Karlstads universitet med Bo Enquist och Mikael Johnson som forskare och huvudförfattare. Svensk kollektivtrafik har under de senaste fem åren varit i kraftig förändring. Med Samot som plattform har det skapats möjligheter för forskare och partnerkollegor att få följa en bransch i förändring, men också att bidra med nya forskningsrön och internationella jämförelser inom Samots multidisciplinära kompetensområden. Utgångpunkten var att med fallstudie som metod följa ett antal utvecklingsinitiativ som hade kommit igång inom branschens partnerskap kring arbetet med att fördubbla den svenska kollektivtrafiken. Fördubblingsarbetet har som idé betytt mycket för svensk kollektivtrafik. Kollektivtrafik finns med på ett annat sätt på den politiska agendan än vad den gjort tidigare. Kollektivtrafik som politik har aktualiserats med ny lagstiftning med start 2012 och införande av en regional kollektivtrafikmyndighet i varje län/region. Det är inom denna dynamiska förändringsperiod på fem år, med konsekvensen av ny lagstiftning som crescendo, som detta forskningsprojekt har vuxit fram. Bokens kontextuella och vetenskapliga hemvist ligger i SAMOTs forskningsområde III: ”Bakomliggande ramar och spelregler inom kollektivtrafik”.

    Det är nu som fördubblingsidén har blivit en regional angelägenhet och konkretiseras i handling inom ramen för planeringsprocessen kring de regionala trafikförsörjningsprogrammen. Då kommer också de ekonomiska realiteterna. Fördubblingsmålet finns i någon form med i alla de fyra svenska trafikförsörjningsprogram som studerats. Genom att göra jämförelser utifrån fyra regionala svenska kollektivtrafiknätverk som ligger i framkant i utvecklingen och som också speglar såväl storstadsområden som mer glesbebyggda områden. Som kontrasterande jämförelser har vi också studerat två europeiska regionala nätverk som representerar ”best practice”.

  • 48.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Lundgren, F
    Rönnbäck, Åsa
    Chalmers University of Technology, Division of Quality Sciences, Göteborg, Sweden.
    Business Excellence 2.02013Conference paper (Refereed)
  • 49.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Nilsson, Mikael
    Green Human Project.
    REBUS Responsible Business: En guide till hållbara och ansvarsfulla affärer2013Book (Other (popular science, discussion, etc.))
  • 50.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Rönnbäck, Åsa
    University of Gothenburg.
    The paradigm shift to business excellence 2.02015In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 7, no 2-3, p. 321-333Article in journal (Refereed)
    Abstract [en]

    Purpose: This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and Swedish Institute for Quality. By assessing these in relation to today’s new business landscape, the authors suggest that emphasising issues such as stakeholder co-creation of value, stakeholder dialogue, service innovation, service logic, business ethics and different views on resource integration can alter the view of quality improvement from economic, social and environmental perspectives, in turn, leading to Business Excellence 2.0.

    Design/methodology/approach: This study examines three business excellence models and compares their adoption of the concepts of today’s new business landscape. The study focuses on whether the models’ fundamental principles and concepts are aligned with the views on sustainability, stakeholder co-creation and service innovation.

    Findings: The examined business excellence models do not fully respond to the requirements of today’s business landscape. To gain relevance in the private sector, the fundamental ideas of the models in terms of concepts, criteria and evaluation processes must be rethought. Such an opportunity enables the quality movement and service logic research to come together to develop new business excellence models that incorporate the challenges of today’s business landscape. Research limitations/implications – This paper illustrates the need to develop business excellence models to address the perspectives of today’s new business landscape.

    Practical implications: By incorporating strategies in sustainability, stakeholder co-creation and service innovation in business excellence models, organisations can deliver sustainable business growth.

    Originality/value: The paper sheds new light on how business excellence models can incorporate aspects of the new business landscape. It also shows how the quality movement and the ongoing service logic research can come together to develop a new business excellence model that addresses the challenges in the new business landscape.

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