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  • 1. Björlin-Lidén, S
    et al.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Haglund, L
    Sutomo, H
    Bringing the customer into public transport developmen2006Conference paper (Refereed)
  • 2. Echeverri, P.
    et al.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gottfridsson, P.
    Managing boundary spanning services: The coordinating role of service visions in inter-organisational settings2006Conference paper (Refereed)
  • 3.
    Echeverri, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organizational Development and Cultural Change: Managing Customer Oriented Services2009Conference paper (Refereed)
  • 4.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Bestående samverkan för hela resor2006Report (Refereed)
  • 5.
    Fellesson, Markus
    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.
    Breaking the bank:young customers as market actors2012Conference paper (Refereed)
  • 6.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customers in the Neighbourhood - The Making of a Market for Public Housing2003Conference paper (Refereed)
  • 7.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Den allmännyttiga kunden. Nya organiseringsmönster i kommunala bostadsföretag2001Doctoral thesis, monograph (Other academic)
  • 8.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enacting customers: Marketing discourse and organizational practice2011In: Scandinavian Journal of Management, ISSN 0956-5221, E-ISSN 1873-3387, Vol. 27, no 2, p. 2331-242Article in journal (Refereed)
    Abstract [en]

    This paper seeks to (A) contribute to a theoretical understanding of the organizational enactment of the customer and (B) illustrate how customers are enacted in two public industries: public housing and public transport. Empirically three instances of enactment are attended to within the two industries: customer rhetoric, operational procedures, and the physical customer environment. The study shows how the customer emerges as an open object of managerial knowledge, influenced by contingencies present in and around the organizations. The study explicates the customer's role in organizational practice by bringing forward the dual function of reduction (of complex contingencies) and projection (of established organizational conditions) exercised when the customer of discourse is translated and enacted. It also questions the hegemonic/universal assumptions about customer orientation found in critical and managerial text, respectively.

  • 9.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Hela tjänster för hela resor: Om att utvidga och införliva2006Report (Refereed)
  • 10.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kommunala bostadsföretag som tjänsteföretag: Om kundvärden i boendet1997Conference paper (Refereed)
  • 11.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyttan med tekniska bestämmelser2006Report (Other academic)
  • 12.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Standardisation, technology and institutional change2005Conference paper (Refereed)
  • 13.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Standardisation, technology and institutional change2005Conference paper (Refereed)
  • 14.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strategier för framtidens fjärrvärme2003Report (Other academic)
  • 15.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The Discursive Production of the Sovereign Customer2008Conference paper (Refereed)
  • 16.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The emergence and development of a district heating industry2005Conference paper (Refereed)
  • 17.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänster i virtuella organisationer1996Conference paper (Refereed)
  • 18.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstesynsätt i bostadsföretag: En studie av kompetens och verksamhetsförändringar1998Report (Refereed)
    Abstract [sv]

    Förutsättningarna för de kommunala bostadsföretagen har förändrats kraftigt under 1990-talet. De statliga subventionerna har minskat och företagens sociala ansvar har omformulerats. I företagen talas om en ny, affärsmässig allmännytta. Detta innebär en genomgripande förändring i både grundläggande tänkesätt och i praktiskt handlande i företagen.

    I denna licentiatsuppsats redovisas resultat från en studie i åtta kommunala bostadsföretag. Det övergripande syftet med studien är att bidra till en ökad förståelse för bostadsföretagens verksamhet och den förändring denna verksamhet för närvarande går igenom. I studien anläggs ett synsätt där boendet betraktas som en tjänst och bostadsföretagen som tjänsteföretag. Företagens tjänster var tidigare inriktade på expertdefinierade kvaliteter men fokuserar nu i allt högre utsträckning den enskilde kundens boendeupplevelse. Det konstateras vidare att företagens kunderbjudande till stor del har formen av tillhandahållna fysiska och sociala strukturer för boende. Två centrala dimensioner i verksamheten identifieras: graden av kundanpassning av dessa strukturer samt i vilken utsträckning företagen även skall engagera sig direkt i kundens boende. I rapporten problematiseras även företagens mer långsiktiga kundrelationer, bl a i ett organisatoriskt perspektiv.

    I studien fästs särskild vikt vid hur förändringarna påverkar kompetensförhållandena i företagen. När verksamheten utgår från kundens boende snarare än expertdefinierade kvaliteter blir bl a social kompetens och förmåga till inlevelse i den enskilda hyresgästens behov och situation viktiga förutsättningar för arbetet i företagen. Härigenom kan även den tidigare dominerande tekniska och sociala expertisen få nya, kundorienterade former. I företagen tycks den nya kompetensen vara väl utvecklad när det gäller det rent konkreta handlandet. Däremot saknas det ofta ett större sammanhang att sätta in det nya handlandet i.

    Studiens tjänstesynsätt kompletteras avslutningsvis med ett institutionellt perspektiv som lyfter fram ytterligare dimensioner i företagens situation. Bland annat diskuteras hur (och varför) företag överger tidigare institutionaliserade tänke- och arbetssätt. Den kompletterande tolkningen gör det möjligt att utvidga tjänstesynsättets kundleverantörsförhållande till en socioekonomisk kontext i vilken företagen verkar.



    Markus Fellesson är verksam vid Centrum för tjänsteforskning - CTF, en forskningsenhet vid Högskolan i Karlstad, vars forskning berör ledning och produktion av tjänster. Han är också doktorand i företagsekonomi vid Handelshögskolan vid Göteborgs universitet

  • 19.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstesynsätt och förändring: Erfarenheter och lärdomar för kommunala bostadsföretag1998Report (Other academic)
    Abstract [sv]

    I denna rapport redovisas resultaten från en mindre delstudie i ett större forskningsprojekt syftande till att belysa kompetens- och verksamhetsförändringar i allmännyttiga bostadsföretag. I rapporten diskuteras vilka praktiska lärdomar som kan dras från utvecklingen i branscher utanför bostadssektorn, såväl när det gäller förändringsarbete i allmänhet som vilka konkreta uttryck övergången till en ökad kund- och marknadsorientering kan ta sig. Erfarenheter från Försäkringskassan, SAS, Sparbanken och Telia diskuteras och relateras till bostadsbranschen och de kommunala bostadsföretagens situation. Dispositionsmässigt är framställningen uppbygd kring tre huvudteman som lyfter fram olika sidor av de studerade förändringarna: processer, relationer och kompetens

  • 20.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organizational Development and Cultural Change: Managing the Unmanageable2008In: Revista ADM.MADE, Vol. Vol 12 No 2Article in journal (Refereed)
  • 21.
    Fellesson, Markus
    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.
    Service Design and Quality: the Case of Housing Services1999Conference paper (Refereed)
  • 22.
    Fellesson, Markus
    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.
    Friman, Margareta
    Factors predicting Satisfaction with Public Transport Services in eight European Cities2007Conference paper (Refereed)
  • 23.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Perceived satisfaction with public transport services in nine European cities2008In: Journal of Transportation Research Forum, Vol. 47, no 3, p. 93-103Article in journal (Refereed)
    Abstract [en]

    The present study provides a transnational comparison of the perceived service satisfaction with public transport in eight European countries. Data was collected from 9,542 respondents in Stockholm, Barcelona, Copenhagen, Geneva, Helsinki, Vienna, Berlin, Manchester, and Oslo. The respondents rated their agreement with 17 attribute-related statements regarding local public transport services. Using factor analysis, this study identifies the four satisfaction dimensions of system, comfort, staff, and safety, which were present in most, but not all of the cities. These findings indicate that there are differences in how public transport is perceived. This needs to be addressed in order to make comparison meaningful. Different explanations for these diverse findings are discussed.

  • 24.
    Fellesson, Markus
    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.
    Gottfridsson, Patrik
    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.
    Innovations on the right track?: How to survive and thrive as an entrepreneur in a (de-)regulated network2009Conference paper (Refereed)
  • 25.
    Fellesson, Markus
    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.
    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.
    Går det att lita på ett fjärrvärmeföretag?: Hur man bygger förtroende genom hållbarhet2009Report (Other academic)
  • 26.
    Fellesson, Markus
    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.
    Norling, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Var finns kunden?: Verksamhetsförändring för ökad kundmedvetenhet1995Report (Refereed)
  • 27.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Salomonson, Nicklas
    Högskolan i Borås.
    Good Service Work and Bad Customer Behaviour2014Conference paper (Refereed)
    Abstract [en]

    Purpose: The paper explores negative customer interactions in retail from a front line employee perspective. It particularly focuses on how such incidents are defined and perceived against a backdrop of service work. Methodology: The paper draws on 35 in-depth interviews with front line staff in three retail industries (groceries, consumer electronics and women’s fashion) where the respondents report on their experiences with customers who they perceive as troublesome in one way or another. Episodes of customer misbehaviour were identified and analysed using the critical incident technique and the NVivo software for qualitative data analysis. Findings: Several generic forms of customer misbehaviour were identified both within and across the industries, and are illustrated in the paper. While congruent with previous research on customer misbehaviour on an overall level, a closer analysis of what the respondents perceived as “deviant” reveals an interesting aspect of service work in modern retailing. Whereas customers’ interactional shortcomings (e.g. rudeness and unsociability) were partly seen as natural (albeit not fully accepted) aspects of service work, the tolerance for behaviour that infringed on operational efficiency were much more limited. Arguably, this indicates that efficiency is more profound to retail services than is generally acknowledged. Originality: Traditionally, service management has been firmly rooted in a win-win paradigm, where company interactions with customers are supposed to be constructive, harmonic and mutually value creating. However, this ideal is not always lived up to in service practice. While much has been said about interactional failures as perceived from the customers’ side, research taking an employee perspective is still spares. As the present paper show, such a perspective adds valuable knowledge not only about service work but also about the service itself.

  • 28.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Salomonson, Nicklas
    Högskolan i Borås.
    The expected retail customer: Value co-creator, co-producer or disturbance?2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, p. 204-211Article in journal (Refereed)
  • 29.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Salomonson, Nicklas
    Högskolan i Borås.
    Åberg, Annika
    Högskolan i Borås.
    TroublesomeTravelers - Service Design as a Cause of Passenger Misbehavior International Journal ofQuality and Service Sciences.2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 3, p. 256-274Article in journal (Refereed)
    Abstract [en]

    Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological explanations and individual characteristics. This study broadens the perspective by taking structural factors of the service system into account. The purpose is to complement the existing literature on customer misbehaviour by investigating how the design and functioning of the service system influences the prevalence of customer misbehaviour. Design/methodology/approach – A critical incident technique was adopted to collect and analyse qualitative data from frontline employees who work on board buses, trains, trams and in metro in the Swedish public transport system. Findings – The study shows that many incidents are triggered by features of the service system. Specifically, three dimensions (service regulations, service resources, and service practice) of the service system are brought forward. The study suggests that customer misbehaviour is caused by an inherent paradox between pre-planned, standardised, mass service solutions and ambitions to adopt a customer orientation. Originality/value – By bringing forward the interactive role of the service system and its functionality the study complements previous research and contributes to a more complete understanding of customer misbehaviour, in particular within the context of system dependent services.

  • 30.
    Fellesson, Markus
    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.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Adding Customer Value through Social Responsibilities: The case of public housing2009Conference paper (Refereed)
  • 31.
    Fellesson, Markus
    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.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The reluctant value co-creators. Young bank customers and their relation to financial services2009Conference paper (Refereed)
  • 32.
    Fellesson, Markus
    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.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Alexson, Anna
    Money in everyday life: New financial services for the paradoxical micro-entrepreneur2011Conference paper (Refereed)
  • 33.
    Fellesson, Markus
    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.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pettersson, S
    I have no idea what I'm doing. Customers as Incompetent Service Workers2011Conference paper (Refereed)
  • 34.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Supply and Customer Satisfaction in Public Transportation: The Quality Paradox2009In: Journal of Public Transportation, ISSN 1077-291X, Vol. 12, no 4, p. 57-69Article in journal (Refereed)
    Abstract [en]

    Satisfaction measures obtained from citizens are frequently used in performancebased contracts due to their presumed link with company performance. However, few studies have actually examined the link between traveler satisfaction measures and objective performance measures in public transport. This research analyzes the relationship between the objective performance measures of public transport services and the satisfaction perceived by travelers. Data were collected in six different European cities. Three objective service performance measures were obtained for each city from the UITP Millennium Database. Three subjective satisfaction attribute measures were obtained from Benchmarking in European Service of Public Transport (BEST 2001), answered by 6,021 respondents in total. In addition to subjective attribute measures, overall satisfaction was also used as a subjective measure. Several correlational analyses show that the relationship between satisfaction and service performance in public transport is far from perfect.

  • 35.
    Friman, Margareta
    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 Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The quality paradox: discrepancy between service supply and customer satisfaction2009Conference paper (Refereed)
  • 36.
    Friman, Margareta
    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 Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Camén, Carolina
    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.
    Evaluating service scape in public transport2009Conference paper (Refereed)
  • 37.
    Gottfridsson, Patrik
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Camén, Carolina
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Coping with service development in a forced relationship context2011Conference paper (Refereed)
  • 38.
    Gottfridsson, Patrik
    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.
    Camén, Carolina
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Market relations and relationship markets in public tendering: - convergent or divergent?2010Conference paper (Refereed)
  • 39.
    Gottfridsson, Patrik
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    On the Right Track?: -Network Strategies for Innovation and Renewal2010In: The International Journal of Management and Business,, ISSN 1949-2847, Vol. 1, no 1, p. 85-102Article in journal (Refereed)
  • 40.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Winning the win-win game: Service management, work place control and resistance2003Conference paper (Refereed)
  • 41.
    Kristensson, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fellesson, Markus
    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.
    Norling, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Service development on digital arenas: The effect on creativity2003In: Åtta rapporter om produkt- och organisationsutveckling / [ed] Per Norling, Karlstad: Karlstad University Press, 2003Chapter in book (Other academic)
  • 42.
    Kristensson, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Norling, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Service Development on Digital Arenas: The Effects on Creativity2000Conference paper (Refereed)
  • 43.
    Molander, Sofia
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Market orientation in dyads2013In: Market orientation in dyads, 2013Conference paper (Refereed)
  • 44.
    Molander, Sofia
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Market Orientation in Public Service: A comparison between buyers and providers2017In: Journal of Nonprofit & Public Sector Marketing, ISSN 1049-5142, E-ISSN 1540-6997, p. 1-21Article in journal (Refereed)
    Abstract [en]

    Public services have been subjected to processes of deregulation, competition, and privatization in many countries worldwide. One popular reform has involved focusing on competitive procurement. This context, where public and private organizations jointly deliver the service in a dyad, makes the market orientation of public services highly complex. The main elements of market orientation – intelligence generation, intelligence dissemination and responsiveness– have shown themselves to be valid and of significance in both the private and public sectors. Nevertheless, the empirical context of the public sector involves a complexity that has been poorly addressed in market orientation research. In this study, we research the Swedish public transport industry and survey buyer and provider organizations in order to determine how market-orientated activities are approached in public-private service dyads. We present three theoretically-underpinned relationship types - buyer dominated, provider dominated and collaborative - which we suggest as having implications for market-oriented activities. A survey of public transport authorities’ (buyers, n = 48) and operators’ (providers, n = 49) market orientation activities reveals the concurrent prevalence of characteristics from all three relationship types, as both parties try to dominate the relationship while also engaging in collaborative efforts. Drawing on our theoretical framework and our empirical results, we conclude that there are legitimate differences in the perspectives of buyers and providers, and that these differences, if acknowledged and properly managed, can provide valuable resources in the development of a joint market orientation in complex public-private settings.

  • 45.
    Molander, Sofia
    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.
    Fellesson, Markus
    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.
    Friman, Margareta
    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 Psychology. 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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Market Orientation in Public Transport Research – a review.2011Conference paper (Refereed)
  • 46.
    Molander, Sofia
    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.
    Fellesson, Markus
    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.
    Friman, Margareta
    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 Psychology. 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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Market Orientation in Public Transport Research: A Review2012In: Transport reviews, ISSN 0144-1647, E-ISSN 1464-5327, Vol. 32, no 2, p. 155-180Article in journal (Refereed)
  • 47.
    Molander, Sofia
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Skålen, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Market Orientation in Public Transport Dyads2013Conference paper (Refereed)
  • 48.
    Molander, Sofia
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Friman, Margareta
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Skålen, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Market Orientation in Public Transport Dyads: An empirical examination2013Conference paper (Refereed)
  • 49.
    Norling, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kullvén, H
    Nya synsätt och organisationsformer för statsförvaltningens tjänsteproduktion: En fallstudie inom Statens Räddninsgverk1996Report (Refereed)
    Abstract [sv]

    Hur kan statsförvaltningens tjänsteproduktion beskrivas och hur kan dess problem lösas? De frågorna diskuteras i denna rapport som bygger på en undersökning gjord på riskenheten inom avdelningen för risk och miljöfrågor vid Statens Räddningsverk (SRV). Bland annat anpassar författarna viktiga delar i 90-talets nya teori om relationsmarknadsföring (RM) till förhållanden som råder inom statlig och kommunal verksamhet. Med RM-teorin som bas visar författarna komplexiteten i den offentliga sektorns kundbegrepp och ger förslag till begrepp och modeller som gör det lättare att bygga upp och styra verksamheten.

    "Produktbegreppet för enheter av den typ som riskenheten representerar är minst lika komplext som kundbegreppet. Den enkla bilden där företaget pro-ducerar en väldefinierad produkt som levereras till en efterfrågande kund saknas. Tvärtom är den omtumlande insikten att enheten/företaget är "produkten", tillsammans med beskrivningen av uppnådda arbetsresultat ("goda exempel") och det nätverk av relationer som utvecklats under arbetet med kunder och andra samarbetspartners, allt förpackat i en informations/utbildningsdel."

    När det gäller organisationsutformning konstaterar författarna att det vanliga hierarkiska arbetssättet har förlorat sitt värde som fungerande form för styr-ning i en enhet som riskenheten. I stället förordar de en processyn där arbetet inom riskenheten organiseras som ett antal målstyrda projektgrupper sammansatta av egen personal, partners och kunder; grupper som förändras i sin personsammansättning och resursstruktur, allteftersom olika projekt framskrider och kundönskemålen ändras.

  • 50. Salomonson, Nicklas
    et al.
    Fellesson, Markus
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Tricks and tactics used against troublesome travelers—Frontline staff's experiences from Swedish buses and trains2014In: Research in Transportation Business and Management (RTBM), ISSN 2210-5395, E-ISSN 2210-5409, Vol. 10, p. 53-59Article in journal (Refereed)
    Abstract [en]

    Public transport is facing escalating problems with passengers who behave badly by threatening and assaulting both staff and other passengers. Troublesome customers are known to affect employees' health and work motivation adversely. However, employees also form strategies for handling the incidents that arise. Developing successful ways of dealing with customer misbehavior, on both an operational and a strategic level, represents a key challenge facing the public transport sector. The aim of this article is to investigate the nature of such negative situations in public transport; in particular, highlighting the practical strategies that are used by public transport staff to handle these kinds of incidents. An interview study consisting of 23 in-depth interviews was conducted both with conductors on regional trains and bus drivers on local buses in Sweden. Several instances of customer misbehavior were described by the respondents, e.g. verbal abuse, threats, and even physical violence. These alarming incidents were dealt with by staff using a range of individual strategies aimed at averting or controlling misbehaving customers. Our study clearly demonstrates the importance of the employees' appearance and their interactional abilities, in addition to their use of the physical environment, when handling incidents that included misbehavior.

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