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  • 351. Ettema, Dick
    et al.
    Gärling, Tommy
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013).
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Travel and Well-Being2015Conference paper (Refereed)
  • 352. Ettema, Dick
    et al.
    Gärling, Tommy
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Olsson, Lars E
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fujii, S
    Satisfaction With Travel and Subjective Well-Being (SWB): Development and Tests of a Measurement Tool2010Conference paper (Refereed)
  • 353. Ettema, Dick
    et al.
    Gärling, Tommy
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Olsson, E Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Moerdijk, S
    The Road to Happiness?: Measuring Satisfaction of Dutch Car Drivers with Their Travel Using the Satisfaction with Travel Scale (STS)2011Conference paper (Refereed)
  • 354. Fellesson, M
    et al.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Factors predicting satisfaction with public transport services in eight european cities2007Conference paper (Refereed)
  • 355.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Bestående samverkan för hela resor2006Report (Refereed)
  • 356.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customers in the Neighbourhood - The Making of a Market for Public Housing2003Conference paper (Refereed)
  • 357.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Den allmännyttiga kunden. Nya organiseringsmönster i kommunala bostadsföretag2001Doctoral thesis, monograph (Other academic)
  • 358.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enacting customers: Marketing discourse and organizational practice2011In: Scandinavian Journal of Management, ISSN 0956-5221, E-ISSN 1873-3387, Vol. 27, no 2, p. 2331-242Article in journal (Refereed)
    Abstract [en]

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

  • 359.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Hela tjänster för hela resor: Om att utvidga och införliva2006Report (Refereed)
  • 360.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kommunala bostadsföretag som tjänsteföretag: Om kundvärden i boendet1997Conference paper (Refereed)
  • 361.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Nyttan med tekniska bestämmelser2006Report (Other academic)
  • 362.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Standardisation, technology and institutional change2005Conference paper (Refereed)
  • 363.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Standardisation, technology and institutional change2005Conference paper (Refereed)
  • 364.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Strategier för framtidens fjärrvärme2003Report (Other academic)
  • 365.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The Discursive Production of the Sovereign Customer2008Conference paper (Refereed)
  • 366.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The emergence and development of a district heating industry2005Conference paper (Refereed)
  • 367.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänster i virtuella organisationer1996Conference paper (Refereed)
  • 368.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstesynsätt i bostadsföretag: En studie av kompetens och verksamhetsförändringar1998Report (Refereed)
    Abstract [sv]

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

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

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

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



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

  • 369.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tjänstesynsätt och förändring: Erfarenheter och lärdomar för kommunala bostadsföretag1998Report (Other academic)
    Abstract [sv]

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

  • 370.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Echeverri, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Organizational Development and Cultural Change: Managing the Unmanageable2008In: Revista ADM.MADE, Vol. Vol 12 No 2Article in journal (Refereed)
  • 371.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Design and Quality: the Case of Housing Services1999Conference paper (Refereed)
  • 372.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Friman, Margareta
    Factors predicting Satisfaction with Public Transport Services in eight European Cities2007Conference paper (Refereed)
  • 373.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gottfridsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Innovations on the right track?: How to survive and thrive as an entrepreneur in a (de-)regulated network2009Conference paper (Refereed)
  • 374.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Går det att lita på ett fjärrvärmeföretag?: Hur man bygger förtroende genom hållbarhet2009Report (Other academic)
  • 375.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Norling, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Var finns kunden?: Verksamhetsförändring för ökad kundmedvetenhet1995Report (Refereed)
  • 376.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Salomonson, Nicklas
    Högskolan i Borås.
    Good Service Work and Bad Customer Behaviour2014Conference paper (Refereed)
    Abstract [en]

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

  • 377.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Salomonson, Nicklas
    Högskolan i Borås.
    Åberg, Annika
    Högskolan i Borås.
    TroublesomeTravelers - Service Design as a Cause of Passenger Misbehavior International Journal ofQuality and Service Sciences.2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 3, p. 256-274Article in journal (Refereed)
    Abstract [en]

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

  • 378.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Adding Customer Value through Social Responsibilities: The case of public housing2009Conference paper (Refereed)
  • 379.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The reluctant value co-creators. Young bank customers and their relation to financial services2009Conference paper (Refereed)
  • 380.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Alexson, Anna
    Money in everyday life: New financial services for the paradoxical micro-entrepreneur2011Conference paper (Refereed)
  • 381.
    Fellesson, Markus
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Åberg, Annika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Pettersson, S
    I have no idea what I'm doing. Customers as Incompetent Service Workers2011Conference paper (Refereed)
  • 382.
    Findsrud, Rolf Gunnar
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Hedmark University Applied Sciences, Elverum, Norway..
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. 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). Hedmark University of Applied Sciences, Elverum, Norway.
    Edvardsson, Bo
    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). 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.
    CONCEPTUALIZING RESOURCE INTEGRATION IN VALUE CO-CREATION USING THEORIES OF MOTIVATION2016In: WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY / [ed] RussoSpena, T & Mele, C, UNIV NAPLES FEDERICO II, DEPT ECON MGMT & INST , 2016, p. 165-182Conference paper (Refereed)
    Abstract [en]

    Although resource integration plays a vital role in value co-creation not much attention has been on defining, conceptualizing and theorizing this phenomenon within Service dominant logic. The focus has so far been on actors' knowledge and skills, but not on how motivation drives actors in their resource integration. By bringing theories of motivation to resource integration process, this paper extends the conceptualization of resource integration within service dominant logic to encompass drivers of actors' activities including factors affecting the prioritizing and intensity of effort, and sustainability of the service ecosystem. This paper offers eight premises that conceptualize resource integration in value co-creation processes.

  • 383.
    Ford, Robert C
    et al.
    University of Central Florida .
    Edvardsson, Bo
    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.
    Dickson, Duncan
    University of Central Florida .
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Managing the innovation co-creation challenge: Lessons from service exemplars Disney and IKEA2012In: Organizational Dynamics, ISSN 0090-2616, E-ISSN 1873-3530, Vol. 41, no 4, p. 281-290Article in journal (Refereed)
  • 384.
    Forkmann, Sebastian
    et al.
    Univ Alabama, USA.
    Henneberg, Stephan C.
    Queen Mary University London, UK.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Kindström, Daniel
    Linköpings universitet.
    Driver Configurations for Successful Service Infusion2017In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 20, no 3, p. 275-291Article in journal (Refereed)
    Abstract [en]

    Manufacturers across many industries use service infusion to address the changing customer demands and improve their competitive position. However, understanding the drivers of successful service infusion is a complex process. Using business model and configuration theories, this study conceptualizes and analyzes the interplay of different driver domains for suppliers, customers, and their business relationships. In particular, we analyze how service offering, service pricing, service capabilities, and the service infusion process interact in affecting service infusion success and failure. 137 interviews relating to 25 business relationships are analyzed via configuration analysis, particularly fuzzy set qualitative comparative analysis (fsQCA). Results show that different equifinal configurations exist (i.e., different ways to succeed with service infusion). We also find that more is not always better. For example, service infusion success can be achieved without fully developed service capabilities. In addition, successful configurations are often very similar to those leading to failure. A dyadic analysis demonstrates that customer service capabilities are overall more important than those of suppliers. From these findings, we derive priorities for future research. In particular, our study points toward the need to better understand the interplay between service infusion drivers. Second, we advocate the augmentation of research perspectives in service infusion by taking into account the supplier, customer, and dyadic perspectives. Lastly, the importance of understanding drivers of service infusion failure is highlighted. For managers, our study shows the importance of relational audits as a starting point to deciding on how to infuse services in a business relationship.

  • 385. Forsberg, T.
    et al.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    QFD på TAC ett naturligt arbetssätt In:1998In: QFD Vägen till nöjdare kunder i teori och praktik / [ed] Anders Gustafsson, Lund: Studentlitteratur , 1998Chapter in book (Refereed)
  • 386. Forsberg, T.
    et al.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Antoni, M.
    Process Orientation: The Swedish Experience1999In: Total Quality ManagementArticle in journal (Refereed)
  • 387. Fougère, Martin
    et al.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The Power(/Knowledge) of Marketing2007Conference paper (Refereed)
  • 388.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Affective dimensions of the waiting experience2010In: Transportation Research Part F: Traffic Psychology and Behaviour, ISSN 1369-8478, E-ISSN 1873-5517, Vol. 13, no 3, p. 197-205Article in journal (Refereed)
  • 389.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Arbetssätt för att hantera kundsynpunkter2002In: I P. Echeverri & B. Edvardsson, Marknadsföring i tjänsteekonomin. (s. 180-194), Lund: Studentlitteratur , 2002Chapter in book (Other academic)
  • 390.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Attityder - en introduktion1999In: L. Haglund & A. Stålhammar (Red.), Marknads- och serviceorienterad kollektivtrafik. (s. 9-18), Karlstads universitet, Centrum för tjänsteforskning , 1999Chapter in book (Other academic)
  • 391.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Attityder och kundtillfredsställelse i kollektivtrafiken2002Conference paper (Other (popular science, discussion, etc.))
  • 392.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Consumer psychology: attitudes and customer satisfaction2001In: I L. Haglund & A. Stålhammar (Ed.), Market and Service Orientation in Public transportation. (p. 11-21), 2001Chapter in book (Other academic)
  • 393.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Consumer psychology: attitudes and customer satisfaction2001In: L. Haglund & A. Stålhammar (Ed.), Market and Service Orientation in Public transportation. (p. 11-21), Karlstads universitet, Centrum för tjänsteforskning , 2001Chapter in book (Other academic)
  • 394.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Effects of critical incidents on consumer satisfaction2000Doctoral thesis, monograph (Other academic)
    Abstract [en]

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

  • 395.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Implementing quality improvements in public transport2004In: Journal of Public Transportation 7 (4), 49-65Article in journal (Refereed)
    Abstract [en]

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

  • 396.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Satisfaction with public transport services1998Licentiate thesis, monograph (Other academic)
    Abstract [en]

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

  • 397.
    Friman, Margareta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    The structure of affective reactions to critical incidents2004In: Journal of Economic Psychology, 25, 331-353Article in journal (Refereed)
  • 398.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    A content analysis of complaints and compliments2002Conference paper (Refereed)
  • 399.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    A content analysis of complaints and compliments2003In: Managing Service Quality, 13, 20-26Article in journal (Refereed)
    Abstract [en]

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

  • 400.
    Friman, Margareta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Att identifiera kvalitetsbrister och missnöje1999In: L. Haglund & A. Stålhammar (Red.), Marknads- och serviceorienterad kollektivtrafik. (s. 19-36), Karlstads universitet , 1999Chapter in book (Other academic)
567891011 351 - 400 of 810
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