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  • 101.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Magnusson, Peter
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Matthing, Jonas
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Introduction2006In: Involving Customers in New Service Development, Imperial College Press, 2006, p. 1-13Chapter in book (Refereed)
  • 102.
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Magnusson, Peter
    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.
    Matthing, Jonas
    Involving Customers in New Service Development2006Book (Refereed)
  • 103.
    Edvardsson, Bo
    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.
    Gustafsson, Anders
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. 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.
    Magnusson, Peter R
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Matthing, Jonas
    Involving Customers in New Service Development2006 (ed. 1)Book (Other academic)
  • 104.
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    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.
    Customer Integration in Service Innovation2010In: The handbook of Innovation and Services: A multi-disciplinary perspective / [ed] Faïz Gallouj & Faridah Djellal, Cheltenham: Edward Elgar Publishing, 2010, p. 301-317Chapter in book (Refereed)
  • 105.
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Witell, Lars
    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 Innovation and Customer Co-development2010In: The Handbook of Service Science: a research perspective / [ed] Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C. (Eds.), New York, USA: Springer , 2010, p. 561-578Chapter in book (Refereed)
  • 106.
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Magnusson, Peter R
    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.
    Customer integration within service development: A review of methods and an analysis of insitu and exsitu contributions2012In: Technovation, ISSN 0166-4972, E-ISSN 1879-2383, Vol. 32, no 7-8, p. 419-429Article in journal (Refereed)
    Abstract [en]

    This article aims to contribute to a better understanding of how to integrate customerswithinservicedevelopment by assessing different methods of obtaining use information. The article reviews and classifies methods for customerintegration and it also presents a new framework that suggests four modes of customerintegration in which data is classified either as insitu (data captured in a customer's use situation) or exsitu (data captured outside the use situation) and as either incontext or excontext. Context is defined as a resource constellation that is available for customers to enable value co-creation. Accordingly, incontext refers to methods in which the customer is in the actual use context and has access to various resources, while excontext refers to a situation in which the customer is outside the use context and, therefore, has no direct access to the resources.

  • 107.
    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.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Magnusson, Peter R
    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.
    Learning from and with customers in the development of new services: A review of customer involvement methods2008In: Frontiers in Service Conference 17th annual conference, Washington, DC, 2008Conference paper (Refereed)
  • 108. Eklund, C.
    et al.
    Hiltunen, Arto
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Melin, L.
    Borg, S.
    Abstinence fear in methadone maintenance withdrawal:: A possible obstacle for getting off methadone1997In: Substance Use & Missuse 32: 779-792, 1997Article in journal (Refereed)
  • 109. Eklund, C.
    et al.
    Hiltunen, Arto
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Melin, L.
    Borg, S.
    Factors associated with successful withdrawal from methadone maintenance treatment in Sweden1995In: The International Journal of the Addictions 30: 1335-1353, 1995Article in journal (Refereed)
  • 110. Eklund, C.
    et al.
    Hiltunen, Arto
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Melin, L.
    Borg, S.
    Patient perceptions of psychological and physiological withdrawal symptoms and positive factors associated with gradual withdrawal from methadone maintenance treatment: a prospective study1997In: Substance Use & Missuse 32: 1599-1618, 1997Article in journal (Refereed)
  • 111. Eklund, C.
    et al.
    Melin, L.
    Hiltunen, Arto
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Borg, S.
    Detoxicication from methadone maintenance treatment in Sweden:: long-term outcome and effects on quality of life and life situation1994In: The International Journal of the Addictions, 29: 627-645, 1994Article in journal (Refereed)
  • 112. Eriksson, L.
    et al.
    Norman, A-C.
    Friman, Margareta
    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.
    Electronic Service Quality: Public Transport Information on the Internet2007In: Journal of Public TransportationArticle in journal (Refereed)
  • 113.
    Eriksson, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Car Users' Switching to Public Transport for the Work Commute2011Doctoral thesis, comprehensive summary (Other academic)
    Abstract [en]

    The general aim of the present thesis was to investigate the determinants of car users’ switching to public transport when driving to work. Since the quality of services is particularly low in medium-sized cities, making the car a much more attractive option, the studies focus on car-use in such cities.

    Four studies were conducted. In the first (Paper I), an Internet survey addressing what people using their cars to commute to work in a medium-size city believe would make them reduce their car-use as well as what improvements to public transport services they believe would make them use those services was conducted. The results showed that, the further to work and/or bus stops - the more the participants desired increased frequencies and shorter travel times, but less often lower fares.

    In the second study (Paper II), using a web-based experimental simulation, participants were given the task of planning their travel to and from work, including the performing of additional activities in accordance with predetermined agendas. The main results of this were that shorter travel times and good access to bus stops led to greater bus use while constraints imposed by a busy daily agenda led to greater car-use, in particular if car costs were low.

    In the third study (Paper III) a scale for measuring satisfaction with travel was developed. A new measure of travel-related subjective well-being (SWB), a 9-item self-report Satisfaction with Travel Scale (STS), was developed. The results showed that STS is reliable and differentiates between changes in travel conditions.

    In the fourth study (Paper IV) which attributes other than time and cost contribute to the preference of car over bus in the choice of travel mode was investigated. Using STS, developed in Paper III the effect of different travel modes on satisfaction with travel was studied.

    The conclusions of this thesis are that a public transport system must appear attractive, not only to its present users, but also to prospective users who currently use their cars. To appear attractive, it must not be too expensive and must have timetables and routes that allow users to travel in an efficient manner. One measure that can be used to force commuters out of their cars is higher car-use costs; however, car-use costs may need to be substantially higher than the cost of using public transport in order to be effective. As the present research has indicated, the perceived difficulty of using public transport is also an important factor. Raising car-use costs will thus be insufficient unless changes are made to public transport services. A factor complicating this is activity patterns, which are often complex. As has been indicated in the present research, the more complex the activity pattern - the more the car is used as a means of transport.

  • 114.
    Eriksson, Lars
    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.
    Friman, Margareta
    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.
    Gärling, T.
    Car users stated reasons for potential reduction of commuting2007Conference paper (Refereed)
  • 115.
    Eriksson, Lars
    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.
    Friman, Margareta
    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.
    Gärling, T
    Determinants of Car Users´ Intention to Switch to Public Transport2008Conference paper (Refereed)
  • 116.
    Eriksson, Lars
    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.
    Friman, Margareta
    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.
    Gärling, T.
    Fujii, S.
    Hagihara, G.
    Internet-based Method for Experimental Simulation of Car-use Reduction2008Conference paper (Refereed)
  • 117.
    Eriksson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gärling, Tommy
    Department of Psychology, Göteborg University.
    Stated reasons for reducing work-commute by car2008In: Transportation Research Part F: Traffic Psychology and Behaviour, ISSN 1369-8478, E-ISSN 1873-5517, p. 427-433Article in journal (Refereed)
  • 118.
    Eriksson, Lars
    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.
    Norman, A-C.
    Friman, M.
    Electronic Service Quality: Public Transport Information on the Internet2007In: Journal of Public TransportationArticle in journal (Refereed)
  • 119. Ettema, Dick
    et al.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT.
    Gärling, Tommy
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Olsson, E Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. 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.
    Fujii, Satoshi
    How in-vehicle activities affect work commuters’ satisfaction with public transport2012In: Journal of Transport Geography, ISSN 0966-6923, E-ISSN 1873-1236, Vol. 24, p. 215-222Article in journal (Refereed)
    Abstract [en]

    Research has recently questioned the commonly held opinion that travel time is valued as negative, arguing that engagement inactivities during travel may make these trips more enjoyable or productive. Satisfactionwith travel has to date been assessed using utility-based models or measures of productivity of the trip. The present study is the first to assess the influence of activities performed during travel on publictransport users’ subjective well-being. To this end, a survey was conducted in Sweden in 2010 in which activities during the work commute by publictransport were recorded and subjective well-being during travel was measured retrospectively using the Satisfactionwith Travel Scale (STS). Results show that talking to other passengers has the strongest positive effect on STS, whereas activities related to entertainment and relaxation lead to lower STS, possibly since engaging in these activities reflect unsuccessful attempts to abate boredom. In addition, it is found that activities during travel may have a more positive effect on the commute back home, suggesting that the mindset related to the destination influences travel satisfaction.

  • 120.
    Ettema, Dick
    et al.
    Utrecht University, The Netherlands.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Gärling, Tommy
    The University of Gothenburg, Sweden.
    Olsson, Lars E
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Fujii, Satoshi
    The effect of activities on the move on travel satisfaction of public tranport commuters2011Conference paper (Refereed)
    Abstract [en]

    While utility based models invariably suggest indicate that the utility of travel time is negative, some studies have argued that travel may in certain circumstances be valued less negatively or even positively. In particular, the opportunity to engage in meaningful or enjoyable activities during travel is hypothesized to lead to a more positive valuation of travel. This study presents results of a study of travel satisfaction of Swedish public transport commuters as a function of engagement in activities on the move. Satisfaction is measured using the satisfaction with travel (STS) scale (Ettema et al., 2011), which is based on the subjective well-being literature and includes affective and cognitive components. The results suggest that, contrary to our expectation, working in PT does lead to a higher travel satisfaction, and that engaging in entertainment or relaxation is associated with lower travel satisfaction, probably since it masks boredom. Travellers talking to other passengers have a higher travel satisfaction.

  • 121. Ettema, Dick
    et al.
    Gärling, Tommy
    Friman, Margareta
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Olsson, Lars E
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fujii, S
    Satisfaction With Travel and Subjective Well-Being (SWB): Development and Tests of a Measurement Tool2010Conference paper (Refereed)
  • 122. Ettema, Dick
    et al.
    Gärling, Tommy
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Olsson, E Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. 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.
    Moerdijk, S
    The Road to Happiness?: Measuring Satisfaction of Dutch Car Drivers with Their Travel Using the Satisfaction with Travel Scale (STS)2011Conference paper (Refereed)
  • 123. Fellesson, M
    et al.
    Friman, Margareta
    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.
    Factors predicting satisfaction with public transport services in eight european cities2007Conference paper (Refereed)
  • 124.
    Fischer-Hübner, Simone
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Hedbom, Hans
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Computer Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Centre for HumanIT. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Trust and Assurance HCI2011In: Privacy and Identity Management for Life / [ed] Jan Camenisch, Simone Fischer-Hübner, Kai Rannenberg, Berlin: Springer Berlin/Heidelberg, 2011, p. 245-260Chapter in book (Refereed)
  • 125.
    Folkesson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Jämställdhet, osäkerhet och patriarkal organisering2008Conference paper (Other (popular science, discussion, etc.))
    Abstract [sv]

    Uppsatsen redovisar resultatet av en kvalitativ metaanalys genomförd med utgångspunkt i fyra fallstudier. Resultaten från dessa fallstudier visar att vissa fenomen och mönster som utvecklas i relation till katastrofer eller katastrofliknande tillstånd är starkt könsrelaterade. De talar för att katastrofal osäkerhet kan ha med patriarkal organisering att göra. De fyra fall som undersökts är Kevinfallet i Arvika i augusti 1998, Titanics förlisning i april 1912, den etniska rensningen av Srebrenica i juli 1995 och diskoteksbranden vid Backaplan i Göteborg i oktober 1998. De tre sistnämnda är tidigare publicerade i sin helhet (Folkesson, 2005) medan den förstnämnda kommer att publiceras under hösten 2008. Syftet med den kvalitativa metaanalys som redovisas i uppsatsen har varit att undersöka förekomsten av likartade fenomen mellan de fyra fallen med avseende på kön och patriarkal organisering, och att diskutera dem i förhållande till jämställdhet.

  • 126.
    Folkesson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Jämställdhet, osäkerhet och patriarkal organisering2008Conference paper (Other academic)
  • 127.
    Folkesson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Göteborgs universitet.
    Psykologkonsultation inom barnomsorgen - teori och praktik.1987Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
  • 128.
    Folkesson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Psy-området mer pluralistiskt än många tror2010In: Psykologtidningen, ISSN 0280-9702, no 6, p. 24-26Article in journal (Other academic)
  • 129.
    Folkesson, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Eriksson, Bengt G
    Karlstad University, Faculty of Social and Life Sciences, Department of Social Studies.
    Grönberg Eskel, Marit
    Karlstad University, Faculty of Social and Life Sciences, Department of Social Studies.
    11 veckor av oro och kraftsamling: Fallstudie av ett lokalsamhälles reaktioner på dödligt våld mellan barn2009Report (Other academic)
  • 130.
    Friedl, Jenny
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    Huvud eller Hjärta?: Mönster i affektiva och kognitiva reaktioner i förhållande tillindividens prioriterade sätt att hantera information och situationeri en oförutsedd situation2011Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [sv]

    Bakgrund: Studien undersökte hur deltagarna affektivt och kognitivt upplever en fallbeskrivning som simulerar en oförutsedd situation i en kontorsmiljö. Det beskrivna fallet handlar om en personalfråga och kräver ett omedelbart beslut eftersom en försening kanske inte bara påverkar arbetsprestationen och klimatet i organisationen, men också kan leda till att organisationen förlorar ett kontrakt med en långsiktig inkomst.Method/DesignStudien är en explorativ och oberoende design som genomfördes vid Karlstads universitet. Deltagarna var 72 studenter i två olika kurser, personal- och arbetsliv och psykologi. Data för denna undersökning samlades in genom en enkät som mätte deltagarnas kognitiva (Situationsuppfattning efter Kleins RPD-modellen, 1993) och affektiva reaktioner (PANAS, Watson, Clark, & Tellegen 1985) på fallbeskrivningen. Den affektiva och kognitiva reaktionen backades upp av två tester som mäter en persons priorierade sätt att bearbeta information (PMPI, Burns och D'Zurilla, 1999) och att hantera situationer (Personal Temperament efter MBTI-skala). Ytterligare ingick deltagarnas demografiska data såsom ålder, kön och utbildningsnivå samt frågor om deltagarnas erfarenheter med oförutsedda situationer.ResultatResultatet visar en signifikant skillnad mellan deltagarna i personal- och arbetsvetenskap och psykologi i sin kognitiva reaktion för den oförutsedda situationen. Deltagare med en högre positiv och negativ affekiv respons visade ett signifikant högre värde i sin rationell-analytisk informationsbearbetning. Det personliga temperament-testet visade sig att vara inte valide.SlutsatsMänniskor bearbetar och bedömar situationer genom två olika sätt: med sitt hjärta och sitt huvud. Inget sätt är överläget de andra, eftersom varje sätt har viktiga fördelar och nackdelar. Endast genom att kombinera båda sätten framgångsrikt kan vi fatta beslut som kommer att leda till positiva utfall.

  • 131.
    Friman, Margareta
    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.
    Affective dimensions of the waiting experience2010In: Transportation Research Part F: Traffic Psychology and Behaviour, ISSN 1369-8478, E-ISSN 1873-5517, Vol. 13, no 3, p. 197-205Article in journal (Refereed)
  • 132.
    Friman, Margareta
    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.
    Arbetssätt för att hantera kundsynpunkter2002In: I P. Echeverri & B. Edvardsson, Marknadsföring i tjänsteekonomin. (s. 180-194), Lund: Studentlitteratur , 2002Chapter in book (Other academic)
  • 133.
    Friman, Margareta
    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.
    Attityder - en introduktion1999In: L. Haglund & A. Stålhammar (Red.), Marknads- och serviceorienterad kollektivtrafik. (s. 9-18), Karlstads universitet, Centrum för tjänsteforskning , 1999Chapter in book (Other academic)
  • 134.
    Friman, Margareta
    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.
    Attityder och kundtillfredsställelse i kollektivtrafiken2002Conference paper (Other (popular science, discussion, etc.))
  • 135.
    Friman, Margareta
    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.
    Consumer psychology: attitudes and customer satisfaction2001In: I L. Haglund & A. Stålhammar (Ed.), Market and Service Orientation in Public transportation. (p. 11-21), 2001Chapter in book (Other academic)
  • 136.
    Friman, Margareta
    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.
    Consumer psychology: attitudes and customer satisfaction2001In: L. Haglund & A. Stålhammar (Ed.), Market and Service Orientation in Public transportation. (p. 11-21), Karlstads universitet, Centrum för tjänsteforskning , 2001Chapter in book (Other academic)
  • 137.
    Friman, Margareta
    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.
    Effects of critical incidents on consumer satisfaction2000Doctoral thesis, monograph (Other academic)
    Abstract [en]

    Satisfaction is assumed to be an important cause of attitude change by mediating between preexposure and postexposure attitudes. A number of factors account for whether one is satisfied or not with a specific product or service. One factor is expectations, another performance of the product or service, and a third disconfirmation of expectation. Another possible factor that influences satisfaction is the affective reaction to product/service performance. The present thesis aimed at investigating satisfaction with public transport services. More specifically, the role of critical incidents in satisfaction was examined. In Studies I and IV the characteristics of critical incidents in public transport services were analyzed. Three different methods were in Study I applied to explore perceptual/cognitive experiences of negative critical incidents. The results suggested that employee behavior, reliability, simplicity, and design constitute perceived quality attributes in public transport services. Study IV investigated how individuals respond affectively to and evaluate satisfaction after such encounters. The results showed as expected that the critical incidents varied in both valence (positive-negative feelings) and activation (arousal). Study II confirmed the quality attributes found in Study I by means of further analyses of the covariances of rated frequencies of remembered negative critical incidents as well as of ratings of attributes-specific satisfaction. Some explanations of how frequencies of remembered negative critical incidents are coded in memory were tested in Studies II and III. The results showed that frequency of negative critical incidents, defined as disconfirmation of expectations, negatively affected overall satisfaction with public transport. The relationship was however not direct but mediated by attribute-specific satisfaction. Furthermore, the results obtained in Study IV showed that difference in satisfaction caused by different types of critical incidents were related to the affective reactions to the incidents

  • 138.
    Friman, Margareta
    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.
    Implementing quality improvements in public transport2004In: Journal of Public Transportation 7 (4), 49-65Article in journal (Refereed)
    Abstract [en]

    Abstract The present study addresses two questions: (1) what effect do quality improvements have on satisfaction with public transport services? (2) What effect do quality improvements have on passengers perceived frequency of negative critical incidents? A representative sample of persons aged 16-75 years old in the thirteen regions in Sweden conducting quality improvements in public transport were used. Data were collected before it started and also after the improvements had been completed (n=2797). The pre-and post samples consisted of independent groups of respondents. The response rate was 54%. The main conclusion of the study is that the satisfaction people experience when using public transport services is influenced by quality improvements only to a limited extent. Furthermore, the effect was directionally opposite in that the respondents reported less satisfaction and higher frequencies of negative critical incidents after the quality improvements had been implemented

  • 139.
    Friman, Margareta
    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.
    Satisfaction with public transport services1998Licentiate thesis, monograph (Other academic)
    Abstract [en]

    Satisfaction is assumed to be an important cause of attitude change by acting as a mediator between preexposure and postexposure attitudes. A number of factors account for whether one is satisfied or not with a specific performance. One factor is expectations, another one performance, and a third factor disconfirmation of expectations. The aim of the present thesis was to investigate factors that have an impact on the satisfaction with public transport services. More specifically, the relationships were investigated between negative critical incidents, satisfaction with perceived service quality, and overall satisfaction. Also important was to find out what constitute quality and satisfaction in public transport services. Two studies were conducted. In Study I data were analyzed from customer complaints, onboard interviews, and a mail survey. The results suggested that employee behavior, reliability, simplicity, and design constitute perceived quality attributes in public transport services. Study II confirmed these results by means of further analyses of the covariances of rated frequencies of remembered negative critical incidents as well as of ratings of perceived service quality attributes. Furthermore, the frequency of negative critical incidents, defined as disconfirmation of expectations, was found to negatively affect overall satisfaction. However, the relationship was not direct but mediated by satisfaction with perceived service quality attributes. Thus, it is suggested that when the number of negative critical incidents increase, the effect is coded as perceived service quality attributes. In addition, the frequency of negative critical incidents increases with the frequency of use that is directly related to overall satisfaction and the degree of choice with different means of transportation

  • 140.
    Friman, Margareta
    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.
    The structure of affective reactions to critical incidents2004In: Journal of Economic Psychology, 25, 331-353Article in journal (Refereed)
  • 141.
    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.
    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.
    A content analysis of complaints and compliments2002Conference paper (Refereed)
  • 142.
    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.
    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.
    A content analysis of complaints and compliments2003In: Managing Service Quality, 13, 20-26Article in journal (Refereed)
    Abstract [en]

    The research question focused on in this study is whether complaint and compliment contain different service quality attributes. A sample of 236 complaints and 69 compliments collected by a public transport company were analyzed by means of the critical incident technique. The results of previous research were confirmed and showed that perceived service quality attributes in public transport involve employee behavior, reliability, simplicity, and design. It was further concluded that reliability of service causes frequently more complaints than compliments. How customers are treated by the employees was found to be more frequent in compliments.

  • 143.
    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.
    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.
    Att identifiera kvalitetsbrister och missnöje1999In: L. Haglund & A. Stålhammar (Red.), Marknads- och serviceorienterad kollektivtrafik. (s. 19-36), Karlstads universitet , 1999Chapter in book (Other academic)
  • 144.
    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.
    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.
    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.
    Gärling, T
    Regeringen hotar att rasera kollektivtrafiken2009In: Svenska DagbladetArticle in journal (Other (popular science, discussion, etc.))
  • 145.
    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.
    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.
    Gärling, T
    How overall satisfaction relate to quality attributes and frequency of negative critical incidents in public transport services1998Conference paper (Refereed)
  • 146.
    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.
    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.
    Gärling, T.
    Perceived quality of public transport service: A study of negative critical incidents1997Conference paper (Refereed)
  • 147.
    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.
    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.
    Gärling, T.
    Perceived service quality attributes in public transport: Inferences from complaints and negative critical incidents1998In: Journal of Public Transport, 2 (1), 69-91Article in journal (Refereed)
    Abstract [en]

    A sample of 200 complaints filed to a public transport company and 210 negative critical incidents (NCIs) obtained from on-board interviews were analyzed with the purpose of inferring perceived service quality (PSQ) attributes of public transport. Most frequent complaints and NCIs concerned employee behavior and punctuality, followed by missing or inaccurate information and inadequate planning. In a follow-up mail survey, a representative sample of 997 respondents reported if they remembered having experienced prototypical NCIs constructed on the basis of the complaints. Confirming the validity of the inferred PSQ attributes, all NCIs were reported to have been experienced by at least some respondents. NCIs related to employee behavior were however less frequently remembered, whereas those related to vehicle design and space, punctuality, and traffic planning were more frequently remembered. Taken together the results suggest that PSQ attributes in public transport refer to employee behavior, reliability, and simplicity. Finally, inferences made from customer complaints and negative critical incidents are shown to extend our knowledge of perceived service quality attributes in public transport.

  • 148.
    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.
    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.
    Gärling, Tommy
    Göteborgs universitet.
    Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. I2001In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 8, no 2, p. 95-104Article in journal (Refereed)
    Abstract [en]

    A mail survey was conducted to investigate factors affecting public transport users´ satisfaction with the service. The respondents were residents of a metropolitan area of Sweden. A model was proposed and estimated using the maximum-likelihood method available in LISREL VIII. In the model, overall cumulative satisfaction is positively related to attribute-specific cumulative satisfaction which in turn is negatively related to the remembered frequency of negative critical incidents. In addition, measurement models indicated that both attribute-specific satisfaction and the frequency of negative critical incidents are related to treatment by employee, reliability of service, simplicity of information, and design.

  • 149.
    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)
  • 150.
    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)
1234567 101 - 150 of 569
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