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  • 1.
    Bergkvist, Linda
    et al.
    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).
    Karlsson, Jenny
    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).
    Bridging the Gap - From Great Ideas to Realized Innovations2019In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation / [ed] Kristensson, P., Magnusson, P.R., Witell, L., World Scientific, 2019, 1, p. 225-252Chapter in book (Other academic)
  • 2.
    Karlsson, Jenny
    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).
    Frontline employees' role in service innovation and value creation2018Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    Frontline employees play a key role in service innovation and value creation. However, a detailed and structured understanding of how frontline employees contribute, and what types of roles they enact when involved in service innovation, is lacking. Hence, this thesis aims to explore frontline employees’ contributions to service innovation. The thesis consists of five empirical papers. Data has been collected from both private and public organizations via interviews, observations, documents, and innovation groups.

    The three main contributions of this thesis are as follows: Firstly, an extended understanding of how frontline employees contribute to service innovation. It was found that they contribute knowledge generated in three resource integration processes; value facilitation, value co-creation, and by learning from users’ value creation processes. Frontline employees are well equipped to draw on their knowledge and to integrate resources into new or developed value propositions, both during specific service innovation projects and in their day-to-day work practices. Secondly, when involved in service innovation, frontline employees enact different types of roles, e.g. as deliverers, as co-creators, and as negotiators. The third contribution, suggests that front line employees’ contributions to service innovation, as well as service innovation and value creation more generally, can be understood from three perspectives; i) an intra-organizational perspective following a goods-dominant logic, ii) an open-collective perspective, and iii) an open-conflictual perspective, where the latter two are informed by service-dominant logic. Thus, this thesis confirms, develops, and extends previous research by illuminating different ways of creating value and conducting service innovation, relating to frontline employees.  

  • 3.
    Karlsson, Jenny
    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).
    Manuscript: Front-line employees role in practice based service innovationManuscript (preprint) (Other academic)
  • 4.
    Karlsson, Jenny
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Skalen, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Exploring front-line employee contributions to service innovation2015In: European Journal of Marketing, ISSN 0309-0566, E-ISSN 1758-7123, Vol. 49, no 9-10, p. 1346-1365Article in journal (Refereed)
    Abstract [en]

    Purpose - This paper aims to study front-line employees' contribution to service innovation, when they contribute and how they are involved in service innovation. Design/methodology/approach - The paper draws on a multiple-case study on service innovation in four organizations with extensive front-line employee involvement. The main data collection methods are interviews and observations. Findings - The paper suggests that front-line employees contribute customer knowledge, product knowledge and practice knowledge during five phases of the service innovation process - project formation, idea generation, service design, testing and implementation - and that front-line employee involvement ranges from active to passive. Research limitations/implications - Statistical generalization of the results is needed. Practical implications - The paper reveals that early and active front-line employee involvement in the service innovation process creates conditions for a positive contribution to service innovation. Originality/value - The paper suggests that early and active knowledge contributions by front-line employees to the service innovation process are associated with the creation of attractive value propositions.

  • 5.
    Karlsson, Jenny
    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.
    Skålén, Per
    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.
    Employee Driven Service Innovation: A Multiple Case Study2012Conference paper (Refereed)
  • 6.
    Karlsson, Jenny
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Skålén, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sundström, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    How Frontline Employees Nurture Service Innovation through Co-creation with Their Customers: A Case Study of Public Health Care2014In: Framing innovation in public sectors / [ed] Rolf Rönning, Bo Enquist, Lars Fuglsang, New York: Routledge, 2014, Vol. 30, p. 18-40Chapter in book (Refereed)
  • 7.
    Karlsson, Jenny
    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.
    Skålén, Per
    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.
    Sundström, Erik
    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.
    Remote Innovation2011Conference paper (Refereed)
  • 8.
    Karlsson, Jenny
    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.
    Sundström, Erik
    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.
    Skålén, Per
    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.
    Remote and Concurrent Co-Creation: Understanding Service Innovation in Health Care2011Conference paper (Refereed)
  • 9.
    Karlsson, Jenny
    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.
    Sundström, Erik
    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.
    Skålén, Per
    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.
    Service innovation - implications for management2010Conference paper (Refereed)
  • 10.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Engen, Marit
    Lillehammer Univ Coll, Gudbrandsdalsvegen 350, N-2624 Lillehammer, Norway..
    Magnusson, Peter
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Bergkvist, Linda
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Karlsson, Jenny
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Public Service Innovation: A Public Service dominant logic view2016In: WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY / [ed] RussoSpena, T Mele, C, Neapel, Italien: UNIV NAPLES FEDERICO II, DEPT ECON MGMT & INST , 2016, p. 756-770Conference paper (Refereed)
    Abstract [en]

    The paper departs from research on Public Service Dominant Logic (PSDL) to advance a framework of service innovation for the public sector. It continues the incorporation of Service-Dominant Logic (SDL) concepts that has been initiated by PSDL research to the public management domain, in particular the notions of resource integration and value propositions is incorporated to PSDL, and builds a conceptual framework of Public Service Innovation (PSI). This framework consist of three resource integration processes, users value creation in use, users and personnel's' value cocreation in direct interaction and internal value facilitation, and suggest that these three processes contribute to service innovation by integrating resources into value propositions. Through an empirical study of primary care the paper finds that the framework describes how PSI is conducted in practice in the public management domain. The paper contributes to articulate a PSDL-based service innovation framework. It also contributes by grounding this framework in an empirical study. In addition, it contributes by elaborating PSDL in such a way that may be drawn on to study public service innovation.

  • 11.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Karlsson, Jenny
    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).
    Engen, Marit
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Magnusson, Peter
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Understanding public service innovation as resource integration and creation of value propositions2018In: Australian journal of public administration, ISSN 0313-6647, E-ISSN 1467-8500, Vol. 77, no 4, p. 700-714Article in journal (Refereed)
    Abstract [en]

    This paper departs from research on Public Service Logic (PSL) to advance a framework ofpublic service innovation (PSI) by incorporating the notions of resource integration and valueproposition. The framework consists of three resource integration processes, referred to asvalue creation, value co-creation and value facilitation, through which users and employeesdetect problems and suggest solutions that contribute to service innovation by creatingnew, or by developing existing, value propositions. To test and illustrate the framework, astudy of six service innovation groups in primary care was drawn on. Four aggregates ofservice innovation ideas were identified in the study: access, patient experience, physicalenvironment and organization of work. In line with the framework, the findings suggest thatusers and employees contribute to PSI by drawing on their knowledge and experience ofconducting resource integration, and by detecting problems and suggesting solutions to theseproblems.

  • 12.
    Skålén, Per
    et al.
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Karlsson, Jenny
    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.
    Sundström, Erik
    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.
    Employee Involvement in Service Innovation: Implications for Management2010Conference paper (Refereed)
  • 13.
    Sundstrom, Erik
    et al.
    Swedish Govt Agcy Innovat Syst, Stockholm, Sweden..
    Karlsson, Jenny
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Camén, Carolina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Service innovation as a political process2017In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 37, no 5-6, p. 341-362Article in journal (Refereed)
    Abstract [en]

    Service innovation processes are driven by stakeholders in interaction and are understood and sketched as a value negotiation process that consists of an iterative process of securing potential value in service. While previous research has focused on service innovation as a harmonious closed system, our study explores service innovation as a political process in which stakeholders negotiate to create and secure future value. Data are collected through interviews and participant observations in four different case studies. Our study contributes to the field by illuminating service innovation as a political process and explaining how this is operationalized. The findings also contribute to an understanding of how stakeholder resources impact a chosen strategy; the resulting strategy's impact on the service concept vis-a-vis its potential value; and how several involved stakeholders formulate, negotiate, and secure future potential value, which are the activities that drive a service innovation process.

1 - 13 of 13
CiteExportLink to result list
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  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
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  • en-GB
  • en-US
  • fi-FI
  • nn-NO
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