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  • 201.
    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.
    Karlsson, Charlie
    Furéh, Thomas
    Medium-sized Cities and Private Services: A Study with the Focus on the Karlstad Region1987Report (Refereed)
  • 202.
    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.
    Karlsson, P
    Lindström, A
    Qualitätskarten - eine Methode der Qualitätsentwicklung in derGemeinde Norrköping1997In: Reformen des öffentlichen Sektors in Skandinavien, Baden Baden: Nomos , 1997, p. 149-Chapter in book (Refereed)
  • 203.
    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.
    Karlsson, Peter
    Lindström, Anna
    Kvalitetskartor: Ett sätt att arbeta med kvalitetsutveckling i Norrköpings kommun1995Report (Other academic)
  • 204.
    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.
    Karlsson, Peter
    Lindström, Anna
    Quality Maps: a way of working with quality development1997Report (Other academic)
    Abstract [en]

    Quality Maps - a way of working with quality developmentMunicipal residents have the right to demand the best possible service for the taxes that they pay, and who better to judge municipal services than those who use the service? This is the starting point for the work procedure presented in this book. We explain how modern quality thought can be applied to municipal operations with the help of quality maps; simple aids to be used in conjunction with quality development. The subject matter also includes quality issues in connection with management by objectives, follow up and dialogue between elected representatives and municipal residents and employees.The book is based on experience of work with quality development in general service production which is carried out at The Service Research Center, Karlstad, Sweden. The examples are founded on work centred on the development of efficient control systems primarily in the areas of leisure and culture within The Municipality of Norrköping.-Kvalitetskartor - ett sätt att arbeta med kvalitetsutvecklingKommuninnevånarna har rätt att kräva bästa möjliga service för de skatter de betalar och vem är bättre på att bedöma kvaliteten i den kommunala servicen än de som använder den? Detta är utgångspunkten för det arbetssätt som presenteras i denna skrift och som visar hur det moderna kvalitetstänkandet kan ges en väg in i den kommunala verksamheten. Här presenteras kvalitetskartor som ett enkelt hjälpmedel i arbetet med kvalitetsutveckling. Samtidigt sätter skriften in kvalitetsfrågor i ett sammanhang där också målstyrning, resultatuppföljning och dialog mellan förtroendevalda, invånare och personal ingår.Skriften bygger på erfarenheter från det arbete med kvalitetsutveckling inom allmän tjänsteproduktion som bedrivits av Centrum för tjänsteforskning - CTF i Karlstad. Exemplen är hämtade från arbetet med att utveckla fungerande styrformer inom framför allt kultur- och fritidsområdet i Norrköpings kommun.Bo Edvardsson är biträdande professor och chef för Centrum för tjänsteforskning - CTF vid Högskolan i Karlstad. Peter Karlsson är beställare inom området kultur och fritid inom Norrköpings kommun. Anna Lindström arbetar vid Utvecklingssektionen vid Svenska Kommunförbundet

  • 205.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kleinaltenkamp, M
    McHugh, P
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Watts, J
    Windahl, C
    Institutional logics matter2013Conference paper (Refereed)
  • 206.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Kleinaltenkamp, Michael
    Freie Universita¨t Berlin, Germany.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Hedmark University College, Norway.
    McHugh, Patricia
    National University of Ireland Galway, Ireland.
    Windahl, Charlotta
    University of Auckland, New Zealand.
    Institutional logics matter when coordinating resource integration2014In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 14, no 3, p. 291-309Article in journal (Refereed)
    Abstract [en]

    Resource integration has become an important concept in marketing literature. However, little is known about the systemic nature of resource integration and the ways the activities of resource integrators are coordinated and adjusted to each other. Therefore, we claim that institutions are the coordinating link that have impact on value cocreation efforts and are the reference base for customers’ value assessment. When conceptualizing the systemic nature of resource integration, we include the regulative, normative, and cognitive institutions and institutional logics. This article provides a framework and a structure for identifying and analyzing the influence of institutional logics on resource integration in service systems.                  

  • 207.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kowalkowski, Christian
    Hanken Sch Econ, Dept Mkt, Helsinki, Finland.;Linkoping Univ, Dept Management & Engn, Linkoping, Sweden..
    Strandvik, Tore
    Hanken Sch Econ, Dept Mkt, Helsinki, Finland..
    Voima, Paivi
    Hanken Sch Econ, Dept Mkt, Helsinki, Finland..
    Negative critical waves in business relationships: an extension of the critical incident perspective2014In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 29, no 4, p. 284-294Article in journal (Refereed)
    Abstract [en]

    Purpose - This paper aims to extend understanding of business-to-business relationship dynamics by introducing and discussing the phenomenon of a "negative critical wave" (NCW), defined as a disturbance in a relationship that emerges and develops within or beyond individual working relationships. Design/methodology/approach - The dynamics of working relationships in two manufacturing firms in Finland and Sweden were studied by analysing the narratives of unstructured personal interviews with 16 middle managers and 14 operational executives, who recalled experiences of relevant situations over three years, with emphasis on unexpected disturbances, challenges and problems. Findings - Respondents discussed 77 NCWs, the development and effect of which proved to depend upon the original "locus", "magnitude" and "amplitude", and embedded "energy". Waves could be distinguished as: "silent compact", "silent extensive", "intense compact" or "intense extensive". Research limitations/implications - The wave metaphor for relationships dynamics, consistent with but distinct from established notions of "critical time" and "critical incidents" and the associated classification system are a useful starting point for further research into the phenomenon. Though the qualitative methodology achieved richness, the small sample and restricted scope place limits on the objectivity and generalisability of the findings. Practical implications - The NCW framework offers strategists and managers a holistic understanding of the dynamic process of criticality, synthesising the complexities of relationship dynamics and pointing to ways in which to absorb the energy of negative waves. Originality/value - More is now known about the domino effects of critical incidents in internal and external business-to-business relationships.

  • 208.
    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.

  • 209.
    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)
  • 210.
    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.
    Larsson, G.
    Setterlind, S.
    Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Cenceptual Interrelatedness1997In: The Service Industries Journal, vol 17, no 2Article in journal (Refereed)
  • 211.
    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.
    Larsson, Patrik
    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.
    Tjänstegarantier2004Book (Refereed)
  • 212.
    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.
    Luukkonen, Margareta
    Critical Incidents: A study of Göteborgs municipal bus service1996Report (Refereed)
  • 213.
    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.
    Magnusson, Leif
    Tjänstesverige1988Book (Refereed)
  • 214.
    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.
    Mattson, J
    Service Design: A TQM Instrument for Service Providers1992Conference paper (Refereed)
  • 215.
    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.
    Mattsson, J
    Strategic Management Thinking in Service Firms: Modeling the Qualitative Demension in Causal Maps1991Conference paper (Refereed)
  • 216.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Meiren, Thomas
    Schäfer, Adrienne
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Having a strategy for new service development: does it really matter?2013In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, no 1, p. 25-44Article in journal (Refereed)
    Abstract [en]

    Purpose – The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co-creation were investigated and the results were compared with managers' beliefs.

    Design/methodology/approach – The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers' beliefs.

    Findings – The results show that managers believe that customer co-creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the “missing link” in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co-creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process.

    Originality/value – For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.

    Download full text (pdf)
    fulltext
  • 217.
    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.
    Meiren, Thomas
    Schäffer, Adrienne
    Witell, Lars
    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.
    Customer Integration in NSD: Are there any differences between manufacturing and service companies?2011Conference paper (Refereed)
  • 218.
    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.
    Modell, Sven
    Service Management, Interdisciplinary Perspectives1996Book (Refereed)
  • 219.
    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.
    Modells, S
    Service Management, Interdisciplinary perspectives1996Other (Other (popular science, discussion, etc.))
  • 220.
    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.
    Ng, G
    Zhi Min, C
    Firth, R
    Ding, Y
    Does Service-Dominant Design Result in a Better Service System?2011In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 22, no 4, p. 540-556Article in journal (Refereed)
  • 221.
    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.
    Nilsson-Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Identifying Satisfiers and Dissatisfiers in the Service Encounter2005In: Asian journal on quality, Vol. 6, no 1, p. 8-23Article in journal (Refereed)
  • 222.
    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.
    Norling, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Gummesson, Evert
    Service Development and Service Design1992Report (Refereed)
  • 223.
    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.
    Nyberg, Kjell
    Purchasing of Consultant Services: A Preliminary Study Focusing on Management Consulting1989Report (Refereed)
  • 224.
    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.
    Nyberg, Kjell
    Purchasing of Consultant Services: A Preliminary Study Focusing on Management Consulting1989Report (Refereed)
  • 225.
    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.
    Nyström,, Harry
    Developing and Marketing New Food Products: the Case of Sweden1986In: World Food Marketing Systems / [ed] Kaynak, E, Boston: Butterworths, , 1986Chapter in book (Other academic)
  • 226.
    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.
    Nyström, Harry
    Development Strategies in 20 Swedish Food Companies1980Other (Other (popular science, discussion, etc.))
  • 227.
    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.
    Nyström, Harry
    How are Consumer Interest Taken into Consideration when Developing New Products?1980Other (Other (popular science, discussion, etc.))
  • 228.
    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.
    Nyström, Harry
    How are Successful New Food Products Developed?: A study of development strategies in 20 Swedish Food Companies1980Other (Other (popular science, discussion, etc.))
  • 229.
    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.
    Nyström, Harry
    Research and Development Strategies for Companies in the Farm Machinery Industry in Sweden1978Report (Refereed)
  • 230.
    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.
    Nyström, Harry
    Research and Development Strategies for Swedish Companies in the Farm Machinery Industry1980In: Research, Development and Technological Innovation / [ed] Devendra Sahal, Berlin: Lexington Book , 1980Chapter in book (Other academic)
  • 231.
    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.
    Nyström, Harry
    Small-scale Manufacturers of Farm Machinery Manage Change Better1978In: Lantbruksnytt No 16Article in journal (Other academic)
  • 232.
    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.
    Nyström, Harry
    The Food Industry as Product Developer1980Other (Other (popular science, discussion, etc.))
  • 233.
    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.
    Nyström, Harry
    The Role of Consumer interest in Product Development1980Other (Other (popular science, discussion, etc.))
  • 234.
    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.
    Nyström, Harry
    Edvinsson, Leif
    Internationalization in Service Companies1993In: The Service Industries Journal, vol 13, no 1Article in journal (Refereed)
  • 235.
    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.
    Nyström, Harry
    Edvinsson, Leif
    Internationalization in Service Companies1992Book (Refereed)
  • 236.
    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.
    Olsson, J.
    Key Concepts for New Service1996In: The Service Industries journal, ISSN 0264-2069, Vol. 16, no 2Article in journal (Refereed)
  • 237.
    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.
    Olsson, J.
    Key Concepts for New Service Development1994In: The Service Industries JournalArticle in journal (Refereed)
  • 238.
    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.
    Paiola, M
    Gebauer, H
    Service business development in small and medium capital goods manufacturing companies2010In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 20, no 2, p. 123-139Article in journal (Refereed)
  • 239.
    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.
    Paiola, M
    Gebauer, H
    Service Infusion in manufacturing: the case of small and medium-sized enterprises,2009Conference paper (Refereed)
  • 240.
    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.
    Rindell, Anne
    Strandvik, Tore
    Mapping the "Roots" of the Consumer's Image-in-use of Companies2010In: Journal of Product & Brand Management, ISSN 1061-0421, Vol. 19, no 6, p. 423-431Article in journal (Refereed)
  • 241.
    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.
    Roos, Inger
    Bytesprocesser och klagomålsbeteende - en studie av kundrelationer i ett telekommunikationsföretag2001In: Palvelut ja asiakassuhteet markkinoinnin polttopisteessä / [ed] R Järvinen, C Grönroos, Helsingfors: Kauppakaari , 2001Chapter in book (Refereed)
  • 242.
    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.
    Roos, Inger
    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.
    Comparing Customers and providers perspectives on customer relationships Implications for the value perception2009Conference paper (Refereed)
  • 243.
    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.
    Roos, Inger
    Swedish School of Economics and Business Administration.
    Critical Incident Techniques - Towards a framework for analysing the criticality of critical incidents2001In: International Journal of Service Industry Management. Vol 12, No 3-4, Vol. 12, no 3, p. 251-268Article in journal (Refereed)
  • 244.
    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.
    Roos, Inger
    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 Complaints and Switching Behavior: A Study of relationship dynamics in a telecommunication company2000Conference paper (Refereed)
  • 245.
    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.
    Roos, Inger
    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 Complaints and Switching Behavior- A study of relationship dynamics in a telecommunication company2003In: Journal of Relationship Marketing, accepted for issue 2 or 3 in 2003Article in journal (Refereed)
  • 246.
    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.
    Roos, Inger
    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.
    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.
    Understanding the Trigger Effect on Customers' Maturity Processes in Telecommunications2002In: QUIS 8: Quality in Services: Crossing Boundaries / [ed] Tax, S; Stuart, I; Brown, S W; Edvardsson, B; Johnston, R; Scheuing, EE,, Victoria, B.C., Canada: University of Victoria , 2002, p. 256-265Chapter in book (Refereed)
    Abstract [en]

    Telecommunication represents the characteristic of a fierce-competitive, dynamic and rapid-growing industry. Through merger mania in a turbulent market telecommunication companies try to improve their control over as many customers as possible (Sumner-Smith and Sumner 1999; Borna 2000; Cobbett and Matthews 2000). These companies are trying to achieve the ultimate attribute of relationship marketing, i.e. long-term relationships with their customers (Grönroos 1989; 2000; Berry 1995; Colgate and Stewart 1998), the application in this industry, however, with disloyal, frequently switching customers seems challenging. Even more difficult is the situation for the companies in the wireless part of the industry with no barriers what so ever to prevent customers from switching. One of the major challenges for the telecom companies is to identify the specific factors appealing to customers willingness to switch between different operators. A longitudinal approach to analysing customers switching processes puts forward and distinguishes the most decisive factors in terms of disloyal behavior. The emerging pattern from that mapping indicates the focus of customer perceptions. That focus is in this study defined as maturity agents. The maturity agents again form the maturing market of a specific market, here telecommunications. Maturing market is hence viewed from the customers perspective in line with the relationship logic. The indicators of the maturing market are per definition instable over time and need therefore to be supported and updated by repeated mapping of customers switching behavior.This paper is based on two empirical studies recently carried out in a large Swedish telecommunication company. The first study was a combined complaint and switching behaviour study (Edvardsson and Roos 2001). Findings of the first study are in this paper compared to findings of the second study consisting of process mapping of the customers switching behavior in the same company. Based on this comparison, factors and combinations of factors were found to work as maturity agents in the customers processes. The purpose of the study is to build a model with the capability to establish and generalise maturity agents and their influence on switching intention. Empirical results of the quantitative study are presented.In sum, a maturity-agent model is presented and quantitatively measured results presented. The maturity-agent model is grounded in the two empirical studies made in the telecommunication company, here labelled The Company, the maturity agents are defined as the factors, which embed the potential to communicate the change of customer perceptions, including both The Company and the context. The maturity agents are likely to change over time accordingly. The identification of these maturity agents may facilitate and support the sharpness of marketing activities carried out in order to build and maintain long-term customer relationships. References:Berry, Leonard (1995), Relationship Marketing of Services - Growing Interest, Emerging Perspectives, Journal of the Academy of Marketing Science, Vol.23, No. 4 (Fall), 236-245.Edvardsson, Bo and Inger Roos (2000): Customer Complaints and Switching Behavior A Study of relationship dynamics in a telecommunication company. Journal of Relationship Marketing, forthcoming 2001.Borna, Claude, 2000. Combating Customer Churn. Telecommunications, Americas Ed. Vol. 34, No. 3, 83-85.Grönroos, Christian (1989a): Defining Marketing: A Market-Oriented Approach. European Journal of Marketing, Vol. 23. No. 1, pp. 52-50.Grönroos, Christian (2000): Grönroos, Christian (2000), Relationship Marketing: The Nordic School Perspective. Jagdish N. Sheth and Atul Parvatiyar, eds, Handbook of Relationship Marketing, London, Sage Publications, 95-118.Sumner-Smith, David and Ian Sumner, 1999. The free-access revolution. Marketing, Vol. 4, March, 29-30.Cobbett, Ray and Mike Matthews, 2000. Its your call. Supply Management, Vol.5, No. 14, 34-35.

  • 247.
    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.
    Scheuing, E E
    Service Integrity1994In: Managing Service QualityArticle in journal (Refereed)
  • 248.
    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.
    Setterlind, S.
    Larsson, G.
    Internal Service Quality and the Psychosocial Work Environment: An Empirical Analysis of Conceptual Interrelatedness1994Report (Refereed)
  • 249.
    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.
    Skarman, G
    Quality in Professional Services - An Empirical Study of Company Healt-care1994Conference paper (Refereed)
  • 250.
    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.
    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.
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Norway.
    Service Systems as a Foundation for Resource Integration and Value Co-creation2012In: Toward a Better Understanding of the Role of Value in Markets and Marketing: Special Issue / [ed] Naresh K. Malhotra, Stephen L. Vargo, Robert F. Lusch, Emerald Group Publishing Limited, 2012, Vol. 9, p. 79-126Chapter in book (Refereed)
    Abstract [en]

    Purpose - The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach. Methodology/approach - Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported. Findings - The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm. Research implications and limitations - Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts. Practical implications - The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such. Originality - The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.

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