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  • 301.
    Skarin, Frida
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Wästlund, Erik
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Importance of motives, self-efficacy, social support and satisfaction with travel for behavior change during travel intervention programs2019Ingår i: Transportation Research Part F: Traffic Psychology and Behaviour, ISSN 1369-8478, E-ISSN 1873-5517, Vol. 62, s. 451-458Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The present field study investigates the reduction of car use through a voluntary travelbehavior intervention program that provides participants with temporary free publictransportation. Three factors – self-efficacy, social support and satisfaction – have previ-ously been shown to be important for behavior change during physical activity interven-tion programs. In travel behavior interventions, however, these factors have often beenstudied individually and less is known about their combined effects on travel behaviorchange. Furthermore, while motives for participating in travel behavior interventions havebeen frequently studied within travel behavior interventions research, there is a lack ofstudies investigating the influence of motives on travel behavior change. To better under-stand the importance of different motives as well as the importance of self-efficacy, socialsupport, and satisfaction with travel on behavior change, a series of surveys were admin-istered to 181 participants before, during, and after their participation in a voluntary travelbehavior intervention. The results show that greater self-efficacy and social support duringthe intervention led to greater travel behavior change. These results indicate that in orderto gain better results from travel behavior interventions, individuals should be helped toincrease their travel-related self-efficacy, and significant others should be involved to pro-vide social support. We discuss possible ways of accomplishing this.

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  • 302.
    Skarin, Frida
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Roos, Inger
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    The household as an instrumental and affective trigger in intervention programs for travel behavior change2017Ingår i: Travel Behaviour & Society, ISSN 2214-367X, E-ISSN 2214-3688, Vol. 6, s. 83-89Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The household plays an important role in behavior change in many lifestyle areas. Various intervention programshave been implemented in order to change travel behavior and it is well known that travel behavior is influenced bythese, and that the household plays an important role. Less research has gone into understanding the reasons forsuch behavior changes. With the aim of understanding more about household influences and triggers of travelbehavior change, two intervention studies were conducted which included free travel passes on public transport. InStudy 1 (n=108) questionnaires were sent out by e-mail to investigate whether or not household members’ influenceanother member participating in a voluntary change program, and to thus identify influential triggers. In Study 2(n=20), interviews were conducted to identify and understand influential triggers in travel behavior change. The resultsshow, in line with previous research, that household members influence each other’s behavior. In addition toinstrumental triggers, affective triggers were also identified as being of key importance. Although the householdenabled travel behavior change, it was predominantly perceived to hinder travel behavior change.

  • 303.
    Sklyar, Alexey
    et al.
    Linköping University.
    Kowalkowski, Christian
    Hanken School of Economics, Finland; Linköping University.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, Norway.
    Sörhammar, David
    Stockholm University, Stockholm.
    Organizing for digital servitization: A service ecosystem perspective2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 104, s. 450-460Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Harnessing digital technology is of increasing concern as product firms organize for service-led growth. Adopting a service ecosystem perspective, we analyze interfirm and intrafirm change processes taking place as firms pursue digital servitization. The study draws on in-depth interviews with 44 managers involved in organizing activities in two multinational industry leaders. Our findings identify major differences between the two focal firms in terms of digital service-led growth and associated ecosystem-related activities. The study disentangles underlying processes of organizational change in the ecosystem and suggests that within-firm centralization and integration play a key role in the capacity to organize for digital servitization. For managers, the findings highlight the need to foster service-centricity in order to take full advantage of digitalization beyond purely technological benefits. 

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  • 304.
    Skålen, Per
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Gummerus, Johanna
    HANKEN, Finland.
    Koskull, Catharina
    HANKEN, Finland.
    Magnusson, Peter R
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Exploring value propositions and service innovation: a service-dominant logic study2015Ingår i: Journal of the Academy of Marketing Science, ISSN 0092-0703, E-ISSN 1552-7824, Vol. 43, nr 2, s. 137-158Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This paper presents an eight-firm study, conducted from the service-dominant logic perspective, which makes a contribution regarding knowledge of the anatomy of value propositions and service innovation. The paper suggests that value propositions are configurations of several different practices and resources. The paper finds that ten common practices, organized in three main aggregates, constitute and fulfill value propositions: i.e. provision practices, representational practices, and management and organizational practices. Moreover, the paper suggests that service innovation can be equated with the creation of new value propositions by means of developing existing or creating new practices and/or resources, or by means of integrating practices and resources in new ways. It identifies four types of service innovation (adaptation, resource-based innovation, practice-based innovation, and combinative innovation) and three types of service innovation processes (practice-based, resource-based, and combinative). The key managerial insight provided by the paper is that service innovation must be conducted and value propositions must be evaluated from the perspective of the customers’ value creation, the service that the customer experiences. Successful service innovation is not only contingent on having the right resources, established methods and practices for integrating these resources into attractive value propositions are also needed.

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  • 305.
    Skålén, Per
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Aal, Kotaiba Abdul
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention2015Ingår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 18, nr 3, s. 250-264Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This article examines the transformation of service systems through actors' resource integration and value cocreation in contention. It is based on a netnographic study focusing on the use of information and communications technology (ICT) tools by online activists during the Arab Spring. The transformation of service systems is conceptualized on the basis of existing service research and on the theory of strategic action fields. Focusing on Syria, the findings suggest that activists transformed four interdependent service systemsthe media, the social movement, health care, and the financial service systemsduring the Arab Spring by means of integrating resources and cocreating value within several ICT tools. A key contribution to transformative service research is the fact that the positive transformation of service systems derives from the conflict between two types of actors, namely, incumbents and challengers. This article also contributes to our knowledge of triggers of service system transformation, what motivates actors to transform service systems, how service system transformation is enabled by actors' integration and use of ICT tools serving as opportunity spaces, and the transformative roles actors adopt. In addition, this article contributes to the conceptualization of service systems and to the understanding of resource integration and value cocreation.

  • 306.
    Skålén, Per
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Engen, Marit
    Lillehammer Univ Coll, Gudbrandsdalsvegen 350, N-2624 Lillehammer, Norway..
    Magnusson, Peter
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Bergkvist, Linda
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Karlsson, Jenny
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Public Service Innovation: A Public Service dominant logic view2016Ingår i: WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY / [ed] RussoSpena, T Mele, C, Neapel, Italien: UNIV NAPLES FEDERICO II, DEPT ECON MGMT & INST , 2016, s. 756-770Konferensbidrag (Refereegranskat)
    Abstract [en]

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

  • 307.
    Skålén, Per
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Karlsson, Jenny
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Engen, Marit
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Magnusson, Peter
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Understanding public service innovation as resource integration and creation of value propositions2018Ingår i: Australian journal of public administration, ISSN 0313-6647, E-ISSN 1467-8500, Vol. 77, nr 4, s. 700-714Artikel i tidskrift (Refereegranskat)
    Abstract [en]

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

  • 308.
    Skålén, Per
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Quist, Johan
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Enquist, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    The Contextualization of Human Resource and Quality Management: A sensemaking perspective on everybody´s involvement2004Ingår i: International Journal of Human Resource Management, ISSN 0958-5192, E-ISSN 1466-4399, Vol. 16, nr 5, s. 736-751Artikel i tidskrift (Refereegranskat)
  • 309.
    Snyder, H.
    et al.
    Department of Marketing, BI, Oslo, Norway.
    Witell, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Elg, M.
    Linköping University.
    McColl-Kennedy, J. R.
    University of Queensland, QLD, Australia.
    The influence of place on health-care customer creativity2019Ingår i: European Journal of Marketing, ISSN 0309-0566, E-ISSN 1758-7123, Vol. 53, nr 7, s. 1400-1422Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach: In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings: Results suggest that place influences customer creativity. In the customer setting, customers generate novel ideas that may improve their clinical health. In the service setting, customers generate ideas that may improve the user value of the service and enhance the customer experience. Customer creativity is influenced by the role the customer adopts in a specific place. In the customer setting customers were more likely to develop ideas involving active customer roles. Interestingly, while health-care customers provided ideas in both settings, contrary to expectation, ideas scored higher on user value in the service setting than in the customer setting. Research limitations/implications: This study shows that customer creativity differs in terms of originality, user value and clinical value depending on the place (service setting or customer setting), albeit in one country in a standardized care process. Practical implications: The present research puts customer creativity in relation to health-care practices building on an active patient role, suggesting that patients can contribute to the further development of health-care services. Originality/value: As the first field study to test the influence of place on customer creativity, this research makes a novel contribution to the growing body of work in customer creativity, showing that different places are more/less favorable for different dimensions of creativity. It also relates customer creativity to health-care practices and highlights that patients are an untapped source of creativity with first-hand knowledge and insights, importantly demonstrating how customers can contribute to the further development of health-care services.

  • 310.
    Snyder, Hannah
    et al.
    Linkoping Univ, Logist & Qual Management, S-58183 Linkoping, Sweden.;Linkoping Univ, HELIX Vinn Excellence Ctr, S-58183 Linkoping, Sweden..
    Witell, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Fombelle, Paul
    Northeastern Univ, DAmore McKim Sch Business, Boston, MA USA..
    Kristensson, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Identifying categories of service innovation: A review and synthesis of the literature2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 7, s. 2401-2408Artikel, forskningsöversikt (Refereegranskat)
    Abstract [en]

    Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance. 

  • 311.
    Stampacchia, Peter
    et al.
    University of Naples Frederico II, Naples, Italy.
    Corulcio, Maria
    University of "Magna Græcia", Catanzaro, Italy.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Coppola, Mariarosaria
    University of Naples Frederico II, Naples, Italy.
    Value in and use in (social) context: Analysing how social actors co-create value2015Ingår i: Service Dominant Logic, Network and Systems Theory and Service Science: Integrating three Perspectives for a New Service Agenda. / [ed] Gummesson, E., Mele, C., Polese, F., Naples: Giannini Editore, 2015Konferensbidrag (Refereegranskat)
  • 312. Stanworth, J
    et al.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Hsu, R-Hu
    Internal Service: Drivers of (Dis)satisfaction in the Chinese Context2011Ingår i: 2011 International Joint Conference on Service Sciences (IJCSS 2011), IEEE conference proceedings, 2011Konferensbidrag (Refereegranskat)
  • 313.
    Strandvik, Tore
    et al.
    Hanken School of Economics , Finland.
    Holmlund, Maria
    Hanken School of Economics , Finland.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Customer needing: A challenge for the seller offering2012Ingår i: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 27, nr 1-2, s. 132-141Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose-The present increasingly tough economic climate has uncovered the need to go beyond the prevailing seller-oriented models and company practices in order to capture the factors that essentially drive buyer companies. What is needed is a genuinely customer-side concept that corresponds to offering. The purpose of this study is to develop a new concept labeled "customer needing" which emerged from the material collected in an industrial service setting. Design/methodology/approach-The paper reports a case study of a typical high-technology industrial service with a strong outsourcing trend. The empirical data consist of interviews with eight representatives from the seller company and 16 interviews from different customer companies. Findings-A needing is based on the customers' mental models of their business and business strategies that affect their priorities, decisions, and actions. It is itself a mental model of how the customer conceives the fulfillment of a specific task. In this paper the needing is operationalized as a profile of three dimensions containing six functions that represent desired value in use for the customer: the doing dimension comprises a relieving and an enabling function; the experiencing dimension has an energizing and a sheltering function; and the scheduling dimension contains a time-framing and a timing function. Empirical data are presented to illustrate the new concept. Research limitations/implications-This is a case study but the ensuing concept provides a framework for further research on value in use and mental models in an industrial service setting. The studied offering was a complex business service representing an outsourced function and the buyers were functional experts and higher-level executives, all of them experts in the service in question. Practical implications-The concept of customer needing extends knowledge of value in use and consequently represents an important tool in developing successful seller offerings. The shift of focus from offering to needing can explain why some sales attempts fail and can thus reveal new business opportunities. Originality/value-In addition to highlighting the mental models driving companies' priorities and behavior, the study offers insights into value in use in an industrial service setting. The concept customer needing helps to analyze and describe value in use and provides a new buyer-side concept corresponding to the offering concept.

  • 314.
    Stålhammar, Anna
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Åkesson, Maria
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Skålén, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Resource test-driving for service innovation: How ordinary employees innovate new value propositions2012Ingår i: Proceedings of the 15th QMOD-ICQSS conference / [ed] Su Mi Dahlgaard-Park, Poznan, Poland: COMPRINT, Poznan Univ. of Technology , 2012Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose

    The purpose of this paper is to investigate the role of ordinary employees in service innovation. Departing from the service-dominant (S-D) logic, service innovation is conceptualized as a resource integration process leading to the creation of value propositions.

    Methodology

    The paper reports on a case study of service development at three different organizations. Twenty ordinary employees were interviewed. Ordinary employees are defined as those lacking a formal innovation obligation, e.g. frontline employees. These normally have knowledge of both the customers’ needs and the firm’s ability to realize these.

    Findings

    The findings suggest that ordinary employees contribute to service innovation by test-driving resource integrations and potential value propositions. Specifically, the findings suggest that ordinary employees use three different ways of test-driving resources: Cognitive test-driving; Test-driving in practice, and Discursive test-driving. Although the findings suggest that these ways of test-driving resources are intertwined, they also suggest that parts of the innovation process are dominated by one of these.

    Research limitations/implications

    This article is based on a case study of three organizations, thus limiting the possibility of statistical generalization.

    Originality/value

    The study is novel in several respects: (i) it introduces the notion of resource test-driving; (ii) it provides a systematic empirical analysis of how ordinary employees contribute to service innovation through test-driving resource integrations and new value propositions; (iii) it offers an S-D logic informed service innovation model; (iv) it contributes to the S-D logic by detailing how resource integration takes place in practice.

  • 315.
    Sukhov, Alexandre
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    The downside of ambiguity2015Ingår i: 22nd Innovation & Product Development Management Conference, Copenhagen, June 15-16, 2015: Improving Competitivness with Innovation and Product Development, EIASM , 2015Konferensbidrag (Övrig (populärvetenskap, debatt, mm))
  • 316.
    Sukhov, Alexandre
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    The human side of idea screening2019Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
    Abstract [en]

    In extant research, idea screening has been viewed as a gate where ideas for innovations are evaluated and selected for further development. Given that organizations have limited resources, and cannot implement all of the ideas, idea screening acts as a bottleneck during the innovation process. Thus far, research studies have mainly focused on improving the efficiency and effectiveness of idea screening through e.g. crowdsourcing, improving its accuracy, and even developing algorithms that mimic human evaluations. However, this pursuit of technical and procedural optimization has only reinforced the perception of idea screening as a strict decision gate, limiting our understanding of this phenomenon. Consequentially, this has led to a gap between how idea screening is portrayed by research and what is happening during screening. The aim of this study is thus to explore idea screening from the evaluator’s perspective in order to enrich our current understanding of this phenomenon and to reduce the gap between theory and practice. The methodological approach used was inspired by mixed methods research, and the empirical base consisted of a total of 1,305 idea screening cases performed by 245 people, focusing on technology-based ideas for innovations. The findings showed that evaluators did not just evaluate and select ideas for further development, but were engaged in generative activities that helped them to understand ideas and envision their future potential. This indicated that idea screening is not a strict decision gate, but is also a stage where ideas can be refined. The findings propose a change of logic as regards how to understand idea screening, and how to find ideas of high quality, i.e. good ideas are not created during idea generation, and then discovered during screening, they are instead created by the evaluators during screening. Recognising this opens up new opportunities for capturing activities that can improve screening.

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  • 317.
    Sukhov, Alexandre
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    The role of perceived comprehension in idea evaluation2018Ingår i: Creativity and Innovation Management, ISSN 0963-1690, E-ISSN 1467-8691, Vol. 27, nr 2, s. 183-195Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Idea evaluation is a vital stage in the front end of innovation, which helps managers decide the direction of future innovation projects. Often, idea evaluations are crowdsourced from users in order to know their preferences. However, since early ideas are incomplete, evaluations may be exposed to cognitive bias. Previous research suggests that people have a tendency to fill inthe gaps in idea descriptions and understand them implicitly, but this can lead to additional processing and result in the undervaluation of the idea. This study tests the relationship betweenidea completeness, the assessors’ subjective comprehension, and the perceived quality of early ideas for public transport services. The results show that there is no consistently direct effect between completeness and idea quality, which suggests that idea evaluations do not rely on informed decision‐making (i.e., decisions based on the provided information). In fact, people who think they comprehend an idea also perceive its quality more higher than people who do not comprehend it. An increase in completeness acts as an aid for comprehension. These findings have important implications for idea management, and point to the significant effect of incomprehension during evaluation, something which needs to be taken into account when using crowdsourcing.

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  • 318.
    Sukhov, Alexandre
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Magnusson, Peter
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    What is an idea for innovation?2019Ingår i: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the Value from Service Innovation / [ed] Per Kristensson, Peter Magnusson, Lars Witell, World Scientific, 2019, s. 29-47Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    1. There is no unified model for what an idea for innovation is.

    2. This chapter provides a model for describing the anatomy of an idea

    and also defines the boundary conditions to be fulfilled for realizing it.

    3. An idea is defined as a short contextual narrative consisting of a solution

    to a certain problem. Ideas have a dual purpose: they provide a

    description for a certain plan of action, but also trigger new associations

    and give rise to new ideas. A checklist for managing idea development

    is provided.

    4. This is a conceptual chapter that is relevant for both private and public

    innovation management practices.

    5. This chapter relates to Chapters 2 and 4.

  • 319.
    Sukhov, Alexandre
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Magnusson, Peter R
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    A conceptual model of the idea construct in innovation contexts: Laying the groundwork for a generative idea assessment approach2015Ingår i: Academy of Management Proceedings: Meeting Abstract Supplement / [ed] John Humphreys, Academy of Management , 2015, Vol. 1, s. 17256-Konferensbidrag (Refereegranskat)
    Abstract [en]

    It is often said that all innovation starts with an idea. But what is an idea for innovation? What actually constitutes a new idea is seldom reflected upon by idea management literature. The lack of a unified understanding of what constitutes an idea might result in potentially good ideas being rejected due to not being elaborated enough to receive a fair assessment. Furthermore, the lack of solid definition of an idea has implications for research on idea management, as empirical studies on ideation and idea evaluation are difficult to compare when the studied object – the idea – is not defined. Based on a synthesis of psychology and management research, this paper contributes with a conceptual model of the idea construct. It identifies the need for ideas to possess a degree of completion before being assessed. The model assists a greater understanding of when an idea is ready to be assessed. We further discuss the models’ implications for idea management in the early phases of the idea management process with respect to two different aspects of idea nurturing. The idea definition presented in this paper has implications for reorganising the idea assessment process to incorporate value adding activates such as idea nurturing.

  • 320.
    Sukhov, Alexandre
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Magnusson, Peter R
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Rethinking idea assessment: the generative approach2015Ingår i: Innovation & Product Development Management Conference - IPDM, Copenhagen,: EIASM , 2015Konferensbidrag (Refereegranskat)
  • 321.
    Sukhov, Alexandre
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sihvonen, Antti
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Netz, Johan
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Magnusson, Peter
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Idea screening: Explaining activities, modes and processesManuskript (preprint) (Övrigt vetenskapligt)
  • 322.
    Sukhov, Alexandre
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sihvonen, Antti
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013).
    Magnusson, Peter
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    That makes sense to me: Openness to change and sensemaking in idea screening2018Ingår i: International Journal of Innovation Management, ISSN 1363-9196, E-ISSN 1757-5877, Vol. 22, nr 8, s. 1-15, artikel-id 1840009Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This study examines how a person’s sense of identity (expressed in terms of openness to change vs. conservation) influences the way in which they screen early ideas for innovation projects. To study this, we recruited 20 experts from a leading IT-consultancy firm to individually evaluate and comment on 12 R&D project ideas. This data was then analysed by using a configurational approach (fsQCA) to understand how different experts combine various evaluation dimensions together to make sense of and decide on the goodness of an idea. The findings show that experts who are open to change view ideas as opportunities and approach idea screening as a generative process, while conservative experts are more reserved in their idea screening activities.

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  • 323.
    Sundstrom, Erik
    et al.
    Swedish Govt Agcy Innovat Syst, Stockholm, Sweden..
    Karlsson, Jenny
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Camén, Carolina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Service innovation as a political process2017Ingår i: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 37, nr 5-6, s. 341-362Artikel i tidskrift (Refereegranskat)
    Abstract [en]

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

  • 324.
    Sundström, Erik
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Handledning för insatser riktade mot tjänsteverksamheter och tjänsteinnovation2012Rapport (Refereegranskat)
  • 325.
    Svensson, Nina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier.
    Kristensson, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    The effect of evaluation apprehension on creative performance at everyday workplaces.Manuskript (preprint) (Övrigt vetenskapligt)
  • 326.
    Tarasi, Crina O
    et al.
    USA.
    Bolton, Ruth N
    USA.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Norwegian School of Management, Oslo, Norway .
    Walker, Beth A
    Norwegian School of Management, Oslo, Norway .
    Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty and Customer Portfolio Management2013Ingår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 16, nr 2, s. 121-137Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service firms seek customers with high revenues, profits, or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial performance. This study shows that variation in individual customers' consumption or spending on services can be decreased in ways that are actionable by most managers, without decreasing revenues or profits. First, customer satisfaction has a ``double-whammy'' effect: lower cash flow variability and higher cash flow levels. This finding is important because firms can increase satisfaction in many ways. Second, customers who participate in loyalty programs have more variable cash flows, but not higher average cash flows. Hence, firms should design loyalty programs to improve customer satisfaction or intangible benefits (e.g., membership recognition), rather than offering economic incentives. Third, customers who purchase many different offerings, or allocate a large share of their purchases to the firm, have higher cash flow variability and higher average cash flows. Firms can optimize the customer portfolio by combining customers with high variability with customers who have different, offsetting cash flow patterns. Fourth, personal characteristics, such as age and income, also influence cash flow variability. Empirical findings are robust across two settings: telecommunications and financial services. The study describes sensitivity analyses of how different service and relationship marketing strategies influence a firm's business outcomes. The article concludes with insights into how to integrate service management principles, which emphasize consistency or low variability in processes, with customer relationship management principles that emphasize growing relationships and cash flows.

  • 327.
    Trischler, Jakob
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Integrating Service Design as an Organizational Practice2017Ingår i: / [ed] Linda Robinson, Linda Brennan, Mike Reid, 2017, s. 357-360Konferensbidrag (Refereegranskat)
    Abstract [en]

    There is increasing evidence suggesting that design interventions can affect ongoing practices within an organization. Yet limited insights are available on what it actually takes to integrate service design as an organizational practice. The present research takes an early step in investigating two cases where one-off design projects were conducted with the aim to not only innovate new services but to embed service design as an ongoing practice. The findings reveal that external design professionals can raise awareness of the benefits of service design and impart designerly skills and methods. However, the actual transformation towards adopting service design requires firm-internal people who lead by example. Designers and other external stakeholders might not have the ability to change the existing institutional arrangements from the outside-in. Instead, changes from the inside-out are additionally required with focus on empowering employees, users, and other stakeholders to engage in design

  • 328.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Charles, Michael
    Southern Cross University, Coolangatta, Australia.
    The Application of a Service Ecosystems Lens to Public Policy Analysis and Design: Exploring the Frontiers2019Ingår i: Journal of Public Policy & Marketing JPP&M, ISSN 0743-9156, E-ISSN 1547-7207, Vol. 38, nr 1, s. 19-35Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The relevance of marketing for public policy has been questioned because its focus on dyadic exchanges does not consider the dynamism and complexity of public problems. Public service-dominant logic, as a new lens for public policy and management, does not address this limitation, because its focus remains on delivering services to the end user. Integrating recent developments in service-dominant logic and related research, this article proposes applying a service ecosystems lens to public policy. Five propositions guide the application of this lens to public policy analysis and design. Public policy is conceptualized as a means to enable service by coordinating multiple actors' value cocreation activities to address public problems. Inherent in this conceptualization is the multilevel nature of policy analysis, which includes the users' value creation process (micro level), the context (meso level), and the broader value constellation (macro level). Policy design, in turn, includes the identification and support of emergent solutions driven by different actors. Policy makers therefore need to consider problem-conditions-solution combinations across the value constellation and the effect of public interventions on these constellations. The article concludes by presenting policy makers with marketing and design practices that can assist in the analysis of service ecosystems and engage relevant stakeholders in change initiatives.

  • 329.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Dietrich, Timo
    Griffith University.
    Rundle-Thiele, Sharyn
    Griffith University.
    A conceptual co-design framework for transformative service research2017Ingår i: Proceedings of the QUIS15 International Research Symposium on Service Excellence in Management., Porto: FEUP - Faculty of Engineering of the University of Porto, Portuga , 2017, s. 11-20Konferensbidrag (Refereegranskat)
  • 330.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Dietrich, Timo
    Griffith University, Australia.
    Rundle-Thiele, Sharyn
    Griffith University, Australia.
    Co-design: From expert- to user-driven ideas in public service design2019Ingår i: Public Management Review, ISSN 1471-9037, E-ISSN 1471-9045, Vol. 21, nr 11, s. 1595-1619Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    While co-design with users has evolved as a promising approach to service innovation, it remains unclear how it can be used in public service contexts. This article addresses this knowledge gap by applying a co-design framework during the ideation stage of six public service design projects. The findings provide insights into (a) recruiting and sensitizing suitable service users, (b) conditions enabling users to co-design ideas, and (c) requirements for implementation of user-driven ideas. The article contributes an approach that shifts public service design away from an expert-driven process towards enabling users as active and equal idea contributors. © 2019, © 2019 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.

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    Trischler2019
  • 331.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Johnson, Mikael
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Kristensson, Per
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    A service ecosystem perspective on the diffusion of sustainability-oriented user innovations2020Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, s. 1-9Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This article conceptualizes the diffusion of user innovations from a service ecosystem perspective. With the focus on sustainable innovations, the service ecosystem is evaluated, along with other systemic innovation concepts, as a possible theoretical basis for explaining the first adoption and diffusion of user innovations. It is proposed that an ecosystem perspective contributes three assumptions that help to better understand the (non)diffusion of sustainability-oriented user innovations: (1) innovation diffusion is a multi-level and -actor phenomenon; (2) an actor-to-actor orientation integrates user innovators into the ecosystem; (3) the service perspective defines innovation diffusion as an evolving co-created process. The assumptions are translated into policy implications and future research requirements for moving towards an innovation infrastructure that considers the role and contribution of users in sustainable innovation.

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  • 332.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Kristensson, Per
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Scott, Don
    Southern Cross Business School, Southern Cross University, Lismore, Australia.
    Team diversity and its management in a co-design team2018Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 29, nr 1, s. 120-145Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this paper is to explore the conditions under which a co-design team comprised of in-house professionals and leading-edge service users can generate innovative service design concepts. Design/methodology/approach: The investigation used a field-experimental design to conduct two studies. Observations and open-ended questionnaires were used to examine cross-comparison matrices with experts rating the generated outcomes and t-tests being used to compare the outcome ratings between teams of different compositions. Findings: The outcomes produced by a co-design team seem to be linked to the team diversity – process facilitation relationship. Bringing a variety of knowledge and skills into the team can lead to original outcomes, while a high disparity between members’ backgrounds can require extensive efforts to facilitate a collaborative process. Separation between users’ objectives can result in a user-driven process and outcomes that are too specific for the broader marketplace. Co-design teams that characterize minimum separation, maximum variety, and moderate disparity are likely to produce the most promising results. Research limitations/implications: The research was restricted to a narrowly defined study setting and samples. Future research should replicate the current study in other service contexts using different team compositions. Practical implications: Co-design requires the careful selection of users based on their background and motivations, as well as the facilitation of a process that enables the team to collaboratively transform relevant knowledge into innovative outcomes. Originality/value: The research contributes to a better understanding of the team composition – process facilitation relationship affecting innovation outcomes. Doing so provides a more fine-grained picture of the co-design team composition and the facilitation requirements for service design. © 2018, Emerald Publishing Limited.

  • 333.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Lohmann, Gui
    Griffith University, Brisbane, Australia.
    Monitoring quality of service at Australian airports: A critical analysis2018Ingår i: Journal of Air Transport Management, ISSN 0969-6997, E-ISSN 1873-2089, Vol. 67, s. 63-71Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The quality of service monitoring forms a key element of the current light-handed regulation at Australian airports. The ACCC (Australian Competition and Consumer Commission) evaluates and publicly reports the quality of service levels of the four largest airports on a yearly basis to pressure airports to maintain an acceptable service performance. This article aims to provide an in-depth analysis of the methodology used by the ACCC. This analysis includes a critical review of the methodology based on secondary information in combination with primary research (i.e., data from 21 semi-structured interviews) that considers the current perception of the methodology among key stakeholder groups. The research finds that the methodology used by the ACCC is underpinned by some limitations, putting in question its effectiveness, reliability and validity. Particularly, its weak design does not allow for a comprehensive interpretation of the reported results or a reliable comparison across monitored airports, thus reduces transparency. Stakeholders pointed out that it is not possible to evaluate whether an airport undertakes infrastructure investments that ensure both the efficiency of ongoing airport operations and appropriate levels of service quality. These limitations add to the perception that the ACCC in its current function is not a ‘credible threat’ to airports with market power. Recommendations and future research directions are provided to address the identified limitations.

  • 334.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Pervan, Simon J.
    Swinburne University of Technology.
    Kelly, Stephen J.
    Massey University.
    Scott, Don R.
    Southern Cross University.
    The value of codesign: The effect of customer involvement in service design teams2018Ingår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 21, nr 1, s. 75-100Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Codesign allows a design team to combine two sets of knowledge that are key to service design: Customer insights into latent user needs and in-house professionals’ conversion of promising new ideas into viable concepts. While some studies highlight the potential of codesign, others are more skeptical pointing to a lack of clarity over how the involvement of customers affects the design process and outcomes. This article addresses this knowledge gap by reporting on a real-world comparison of design concepts generated by codesign teams with those generated by an in-house professional team and a team solely made up of users in the course of a library service ideation contest. The comparison indicates that codesign teams generate concepts that score significantly higher in user benefit and novelty but lower in feasibility. However, these outcomes are only possible in cohesive teams that develop design concepts collaboratively. In contrast, in teams where individuals dominate, conflict, less collaboration, and diminished innovation outcomes are more likely. The findings add to a better understanding of the value of codesign and shed light on the complex relationship between design team composition, intrateam factors, and innovation outcomes. Service designers obtain recommendations for selecting customers, assembling teams, and managing intrateam dynamics to enhance codesign success.

  • 335.
    Trischler, Jakob
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Zehrer, Anita
    Management Center Innsbruck, Austria..
    Westman, Jessica
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013).
    A designerly way of analyzing the customer experience2018Ingår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 23, nr 3, s. 777-788Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The purpose of this paper is to evaluate the usability of different design methods in understanding the customer experience from a contextual and systemic standpoint.

    Design/methodology/approach

    Three design methods (i.e. personas, observations and collaborative service mapping) were applied to analyze customer experiences in two service settings. These methods’ usability was compared across the two settings.

    Findings

    Personas, as informed by phenomenological interviews, provide insights into the customer’s broader lifeworld context. These insights assist in connecting with and understanding the customer experience from a dyadic customer-firm perspective. The involvement of the customer in service mapping activities supports the validation of findings and gives access to experience dimensions beyond the immediate service setting.

    Research limitations/implications

    The analysis is limited to three design methods and is based on small samples. Future research should systematically review design methods to provide a basis for a more comprehensive

    evaluation.

    Practical implications

    To successfully capture the contextual and systemic nature of the customer experience, managers should apply interpretive approaches and actively involve selected customers as “experts of their experiences”. The study provides guidelines on how design methods can be combined and applied to a more holistic customer experience analysis.

    Originality/value

    The paper shows that design methods, when applied in a combined form, can support an analysis that captures both in-depth insights into the customer’s lifeworld and the complexity of value constellations.

  • 336.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Complainer Characteristics When Exit is Closed2007Ingår i: International Journal of Service Industry Management, ISSN 0956-4233, Vol. 18, nr 1, s. 25-51Artikel i tidskrift (Refereegranskat)
  • 337.
    Tronvoll, Bård
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden..
    Exploring Customers' Experiences of Service Co-Recovery2019Ingår i: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, nr 3, s. 189-200Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The occurrence of a service recovery situation shows that the intended service exchange has failed because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following this service failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a "wheel of customer co-recovery" model. Overall, the article contributes to a deeper understanding of service recovery and the drivers of customers' experiences of service co-recovery.

  • 338.
    Tronvoll, Bård
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences.
    Sklyar, A.
    Linköping university.
    Sörhammar, D.
    Stockholm University.
    Kowalkowski, C.
    Linköping University; Hanken School of Economics, Department of Marketing, CERS, Helsingfors.
    Transformational shifts through digital servitization2020Ingår i: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Manufacturers increasingly look to digitalization to drive service growth. However, success is far from guaranteed, and many firms focus too much on technology. Adopting a discovery-oriented, theories-in-use approach, this study examines the strategic organizational shifts that underpin digital servitization. Notwithstanding strong managerial and academic interest, this link between digitalization and servitization is still under-investigated. Depth interviews with senior executives and managers from a global market leader revealed that to achieve digital service-led growth, a firm and its network need to make three interconnected shifts: (1) from planning to discovery, (2) from scarcity to abundance, and (3) from hierarchy to partnership. Organizational identity, dematerialization, and collaboration play a key role in this transformation. For managers, the study identifies a comprehensive set of strategic change initiatives needed to ensure successful digital servitization.

  • 339.
    Tuominen, Tina
    et al.
    Hanken School of Economics and Aalto University, FINLAND.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Reynoso, Javier
    EGADE Business School, Monterrey, MEXICO.
    Actors inhibiting and enabling Service Systems: Bringing the Perfomative View on Organisational Routines to Service Systems2015Ingår i: Proceedings of QUIS14: Accelerate the Impact of Service Research. June 18-21, 2015. Shanghai China. / [ed] Xiande Zhao, Jie J. Chang & Hyun Jeong "Spring" Han, 2015, s. 707-716Konferensbidrag (Refereegranskat)
    Abstract [en]

    This paper suggests a theoretical perspective for analysing how different engaged actors enable or inhibit service innovations. To do so, we integrate theories of organisational routines with current understanding of innovations from a service-dominant logic lens. We conceptualise service as collective value creation routines – that is, repetitive, recognisable patterns of interdependent actions of multiple actors – and treat service innovation as institutionalised change in these routines. This actor-centric framework captures the dynamics between unique value co-creation situations and service innovations, and suggests that innovation may emanate from planned change or variation in performance, either at local or systemic level. We discuss how the roles and power relations among actors evolve in different cases, and discuss implications for future research.

  • 340.
    Vakulenko, Yulia
    et al.
    Lund Univ, LTH, Sweden.
    Shams, Poja
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Hellstrom, Daniel
    Lund Univ, LTH, Sweden.
    Hjort, Klas
    Lund Univ, LTH, Sweden.
    Online retail experience and customer satisfaction: the mediating role of last mile delivery2019Ingår i: International Review of Retail Distribution & Consumer Research, ISSN 0959-3969, E-ISSN 1466-4402, Vol. 29, nr 3, s. 306-320Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    For various industries worldwide, recent years have been defined by the remarkable growth of e-commerce. Enabled by the Internet, retailers can reach more customers, spread much further in the distribution chain, and optimize their resources. In the new market environment, customer experience has become a source of competitive advantage. This study investigates the role of last mile delivery in the customer's e-retail experience. A quantitative methodology was used, which incorporated a survey that was conducted in Sweden and measured participants' most recent e-retail experience. The results indicate that the last mile delivery experience mediates the relationship between the customer's perception of the online shopping experience and customer satisfaction. These conclusions provide ground for further thorough investigations of the role of last mile delivery in the e-retail context and support e-retailers in increasing their customers' satisfaction.

  • 341.
    Vakulenko, Yulia
    et al.
    Lund University.
    Shams, Poja
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Hellström, Daniel
    Lund University.
    Hjort, Klas
    Lund University.
    Service innovation in e-commerce last mile delivery: Mapping the e-customer journey2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 101, s. 461-468Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The remarkable growth of e-commerce has defined the recent years of various industries worldwide. Driven by consumers, the e-commerce surge (e-retail in particular) stems from the final leg of the supply chain: the last mile. As the growing flow of e-commerce orders continues to generate new records for annual revenues, key actors in the last mile face the challenges of increasing customer demands and transportation volumes. In response, e-retailers and logistics service providers seek innovative service solutions, often powered by technological advancements. This study consisted of focus group interviews and a usability test that incorporated an innovative technology in the delivery service. The study provides insights into how service innovation affects e-customer behavior and presents a basic map of the e-customer journey. The findings also provide a foundation for improving management of the customer experience and aiding managerial decision-making when designing new e-commerce last mile services.

  • 342.
    Valtakoski, Aku
    et al.
    Linköpings universitet.
    Reynoso, Javier
    Service Management Research Department, EGADE Business School, Tecnológico de Monterrey, San Pedro Garza García, Mexico.
    Maranto, Daniel
    Service Management Research Department, EGADE Business School, Tecnológico de Monterrey, San Pedro Garza García, Mexico.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, Elverum, Norway.
    Maravillo Cabrera, Egren
    Service Management Research Department, EGADE Business School, Tecnológico de Monterrey, San Pedro Garza García, Mexico.
    Cross-country differences in new service development: The moderating effects of national culture2019Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, nr 2, s. 186-208Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach: Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings: Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications: The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications: When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value: Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.

  • 343.
    van Welie, Mara J.
    et al.
    Federal Institute of Aquatic Science and Technology, Switzerland; Utrecht University, the Netherlands.
    Truffer, Bernard
    Federal Institute of Aquatic Science and Technology, Switzerland; Utrecht University, the Netherlands.
    Gebauer, Heiko
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Innovation challenges of utilities in informal settlements: Combining a capabilities and regime perspective2019Ingår i: Environmental Innovation and Societal Transitions, ISSN 2210-4224, E-ISSN 2210-4232Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The provision of basic services is falling short in informal settlements of cities in the Global South. In particular, public utilities have had difficulties expanding their services to the urban poor. Why is this the case despite utilities having improved their capabilities substantially over the last years? This paper investigates how innovation strategies of utilities are aligned or misaligned with the broader contexts in informal settlements, which are populated by different socio-technical regimes. We propose a framework to identify new capabilities needed by utilities to deal with these different regimes. The paper reconstructs pro-poor initiatives of a water and sewerage utility in a large East-African city and explains why they tended to fail in terms of livelihood improvement. We show how the alignment between capability portfolios and specific regime structures have set limits to the success of pro-poor innovation strategies in informal settlement contexts.

  • 344.
    Vargo, Stephen L.
    et al.
    University of Hawaii at Manoa.
    Koskela-Huotari, Kaisa
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Advancing conceptual-only articles in marketing2020Ingår i: AMS Review, ISSN 1869-814XArtikel i tidskrift (Övrigt vetenskapligt)
  • 345.
    Vargo, Stephen L.
    et al.
    Shidler College of Business, University of Hawai'i at Manoa, USA.
    Koskela-Huotari, Kaisa
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Baron, Steve
    University of Liverpool Management School, United Kingdom.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Reynoso, Javier
    Tecnologico de Monterrey, EGADE Business School, Mexico.
    Colurcio, Maria
    University of Catanzaro Magna Graecia, Italy.
    A systems perspective on markets – Toward a research agenda2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 260-268Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This paper addresses the implications of an emerging, increasingly important way of thinking about markets: systems thinking. A market is one of the most foundational abstractions in marketing and business research; yet, it often receives too little attention. As a result, the taken-for-granted assumptions about markets spur from over-simplified conceptualizations of neoclassical economics that depict markets as static and mechanistic. Systems thinking represents a major change in perspective that involves transcending this mechanistic worldview and thinking instead in terms of wholes, relationships, processes, and patterns. We argue that building a theory of markets based on systems thinking, would enable scholars to develop more realistic models that correspond with fast-changing business environment and therefore, increase both the rigor and relevance of future research. To further this aim, we identify the main implications of systems thinking and formulate them into a research agenda to further the systemic understanding of markets. 

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  • 346.
    Vargo, Stephen L.
    et al.
    University of Hawaii at Manoa.
    Koskela-Huotari, Kaisa
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Vink, Josina
    Institute of Design, Oslo School of Architecture and Design, Oslo, Norway.
    Service-Dominant Logic: Foundations and Applications2020Ingår i: The Routledge Handbook of Service Research Insights and Ideas / [ed] Bridges, Eileen and Fowler, Kendra, Routledge, 2020, s. 3-23Kapitel i bok, del av antologi (Övrigt vetenskapligt)
  • 347.
    Varman, Rohit
    et al.
    University of Birmingham, UK.
    Skålén, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Belk, Russell W.
    York University, Canada.
    Chaudhuri, Himadri Roy
    XLRI, Jamshedpur, India..
    Normative Violence in Domestic Service: A Study of Exploitation, Status, and Grievability2020Ingår i: Journal of Business Ethics, ISSN 0167-4544, E-ISSN 1573-0697Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This paper contributes to business ethics by focusing on consumption that is characterized by normative violence. By drawing on the work of Judith Butler this study of kajer lok-a female subaltern group of Indian domestic service providers-and their higher status clients shows how codes of status-based consumption shaped by markets, class, caste, and patriarchy create a social order that reduces kajer lok to "ungreivable" lives. Our study contributes to business ethics by focusing on exploitation and coercion in consumption rather than in production and of woman rather than of men. It adds to consumer research by revealing how social distinctions not only manifest in status contests in which symbolic power is at stake but also may produce violent exploitation and ungrievable lives.

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  • 348.
    Verleye, Katrin
    et al.
    Ghent University.
    Jaakkola, Elina
    University of Turku.
    Hodgkinson, Ian R
    Loughborough University.
    Jun, Gyuchan Thomas
    Loughborough University.
    Odekerken-Schröder, Gaby
    Maastricht University.
    Quist, Johan
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    What causes imbalance in complex service netwoks?: Evidence from a public health service2017Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, nr 1, s. 34-56Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    PurposeService networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the "balanced centricity" perspective, the purpose of this paper is to explore the causes of imbalance in complex service networks.Design/methodology/approachAdopting a qualitative case-based approach, this paper examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire National Health Service (NHS) Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers of imbalance in complex public service networks.FindingsThe origin of imbalance stems from competing institutional logics of various actors (patients/public, employees, managers, regulatory bodies, etc.), but the degree to which these competing institutional logics lead to imbalance is moderated by accountability, communication, engagement, and responsiveness within the service network.Research limitations/implicationsBy uncovering causes of imbalance in complex public service networks, this paper pinpoints important research avenues for developing the balanced centricity perspective.Practical implicationsThe inherent existence of multiple parallel institutional arrangements makes networks imbalanced, but value creation can be achieved when the appropriate mechanisms are fostered to manage balance between divergent logics.Originality/valueBy examining imbalance as the underlying cause of network dysfunction, this research contributes to understanding of the dynamics in, and performance of, complex public service networks.

  • 349.
    Vink, Josina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Region Värmland.
    In/visible - Conceptualizing Service Ecosystem Design2019Doktorsavhandling, sammanläggning (Övrigt vetenskapligt)
    Abstract [en]

    This thesis explores and advances the evolving understanding of service design in service research. The study problematizes the prevailing view of service design as the design of service offerings to improve customer experiences. My work shows that this popular narrative does not adequately account for the situated struggles of actors when doing service design. As such, a more processual, embedded, systemic, and embodied perspective of service design is needed. In response, this thesis draws from the service ecosystems perspective of service-dominant logic, integrating insights from institutional theory, systems theory and design theory, to examine service design from an alternative perspective. This inquiry is supported through empirical inputs from a para-ethnographic study of Experio Lab in Sweden, a qualitative analysis of service design methods, and ‘research through design’ experiments. Through systematically combining these empirical and theoretical inputs, this work challenges the underlying assumptions about service design. Based on the development of alternative assumptions, this thesis builds an extended understanding of service design that unabashedly situates actors and their bodies within the dynamic service ecosystems they seek to design. Through this study, I formulate an extended understanding of service design that is referred to as service ecosystem design. Service ecosystem design is defined as the intentional and collective shaping of social structures, and their physical enactments, in order to facilitate the emergence of cocreated value-in-context. This thesis presents a process model for service ecosystem design that reframes service design from an iterative, linear, and phased process, to an embedded and ongoing feedback loop. This feedback loop involves the processes of reflexivity, through which actors build awareness of existing social structures, and reformation, through which actors’ intentionally reshape social structures toward preferred value cocreation configurations. Based on this alternative view of service design, this research offers a set of design principles and experimental approaches to help practitioners acknowledge and leverage the situated nature of their practice. By extending the understanding of service design, this thesis has implications for broader conversations about design, service, and systems change, and provides a foundation for future research at this intersection.

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  • 350.
    Vink, Josina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Manuscript: Making the Invisble VisibleManuskript (preprint) (Övrigt vetenskapligt)
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