Ändra sökning
Avgränsa sökresultatet
56789 351 - 400 av 406
RefereraExporteraLänk till träfflistan
Permanent länk
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
Träffar per sida
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sortering
  • Standard (Relevans)
  • Författare A-Ö
  • Författare Ö-A
  • Titel A-Ö
  • Titel Ö-A
  • Publikationstyp A-Ö
  • Publikationstyp Ö-A
  • Äldst först
  • Nyast först
  • Skapad (Äldst först)
  • Skapad (Nyast först)
  • Senast uppdaterad (Äldst först)
  • Senast uppdaterad (Nyast först)
  • Disputationsdatum (tidigaste först)
  • Disputationsdatum (senaste först)
  • Standard (Relevans)
  • Författare A-Ö
  • Författare Ö-A
  • Titel A-Ö
  • Titel Ö-A
  • Publikationstyp A-Ö
  • Publikationstyp Ö-A
  • Äldst först
  • Nyast först
  • Skapad (Äldst först)
  • Skapad (Nyast först)
  • Senast uppdaterad (Äldst först)
  • Senast uppdaterad (Nyast först)
  • Disputationsdatum (tidigaste först)
  • Disputationsdatum (senaste först)
Markera
Maxantalet träffar du kan exportera från sökgränssnittet är 250. Vid större uttag använd dig av utsökningar.
  • 351.
    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: Service Ecosystem DesignManuskript (preprint) (Övrigt vetenskapligt)
  • 352.
    Vink, Josina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Wetter-Edman, Katarina
    Örebro University School of Business, Örebro.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Reshaping mental models – enabling innovation through service design2018Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, nr 1, s. 75-104Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose: The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation of their environment. Design/methodology/approach: This paper offers a conceptual framework for innovation in service ecosystems through service design that connects the macro view of innovation as changing institutional arrangements with the micro view of innovation as reshaping actors’ mental models. Furthermore, through an 18-month ethnographic study of service design practices in the context of healthcare, how service design practices reshape mental models to enable innovation is investigated. Findings: This research highlights that service design reshapes mental models through the practices of sensing surprise, perceiving multiples and embodying alternatives. This paper delineates the enabling conditions for these practices to occur, such as coaching, diverse participation and supportive physical materials. Research limitations/implications: This study brings forward the underappreciated role of actors’ mental models in innovation. It highlights that innovation in service ecosystems is not simply about actors making changes to their external context but also actors shifting their own assumptions and beliefs. Practical implications: This paper offers insights for service managers and service designers interested in supporting innovation on how to catalyze shifts in actors’ mental models by creating the conditions for specific service design practices. Originality/value: This paper is the first to shed light on the central role of actors’ mental models in innovation and identify the service design practices that reshape mental models.

  • 353.
    Vink, Josina
    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). Region Värmland.
    Joly, Maíra Prestes
    Dipartimento di Design, Politecnico di Milano.
    Wetter-Edman, Katarina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. FoU i Sörmland.
    Tronvoll, Bård
    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). Inland Norway University of Applied Sciences.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Changing the Rules of the Game in Healthcare Through Service Design2019Ingår i: Service Design and Service Thinking in Healthcare and Hospital Management / [ed] Pfannstiel M. A. and Rasche C., Switzerland: Springer, 2019, s. 19-37Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    Innovation in healthcare requires changing the institutional arrangements or whatare often referred to as “the rules of the game.” Such a change demands that actorsdo institutional work—intentionally creating, disrupting, and maintaining theentrenched ways of operating within the system. This chapter explores how servicedesign practices contribute to changing the rules of the game in healthcare byintegrating research on service design and institutional work. Based on a literaturereview, five characteristics of service design practices—multidisciplinary, experiential, participatory, experimental, and reflective—are highlighted and linkedto the antecedents of institutional work. Illustrative examples of service designprojects from Experio Lab, an embedded service design group in the Swedishhealthcare system, are used to contextualize the findings. In doing so, this chapterprovides a clear rationale for how service design practices enable innovation inhealthcare and offer insights for healthcare practitioners interested in workingtoward institutional change through service design.

  • 354.
    Vink, Josina
    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).
    Wetter-Edman, Katarina
    Örebro university.
    Aguirre, Manuela
    Oslo School of Architecture and Design, Norway.
    Designing for Aesthetic Disruption: Altering Mental Models in Social Systems through Designerly Practices2017Ingår i: The Design Journal, ISSN 1460-6925, E-ISSN 1756-3062, Vol. 20, nr sup1, s. S2168-S2177Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Amid all the excitement about transforming social systems through design, there remains a lack of understanding about what design can uniquely offer to support this change. This conceptual paper contributes to the discussion by integrating research on design and systems thinking to develop the concept of aesthetic disruption, highlighting its connection to the alteration of mental models in social systems. With support from empirical illustrations of aesthetic disruption in the context of healthcare, we identify four core components of designing for aesthetic disruption: engagement of the senses, experience of dissensus, exposed assumptions, and reflexive actors. In doing so, we bring aesthetic knowledge to the fore of what design can contribute to social systems transformation and lay the foundation for further research and practice related to aesthetic disruption.

  • 355.
    Voorhees, Clay M.
    et al.
    Michigan State University, USA.
    Fombelle, Paul W.
    Northeastern University, USA.
    Gregoire, Yany
    HEC Montreal, Canada.
    Bone, Sterling
    Utah State University, USA.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sousa, Rui
    Catholic University of Portugal, Portugal.
    Walkowiak, Travis
    Michigan State University, USA.
    Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 269-280Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection on a series of service encounters has increased, the scope of research in this space remains narrow. Service research has traditionally concentrated on understanding, measuring and optimizing the core service delivery. While this focused lens has generated extraordinary knowledge and moved service research and practice forward, it has also resulted in a narrowly focused research field. The authors present a framework to guide comprehensive service experience research. Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience. Further, they review the literature and put forward important research questions to be addressed within and across these periods. Finally, they argue that researchers need to consider simultaneously all periods of the service experience to make valuable contributions to the literature.

    Ladda ner fulltext (pdf)
    Voorhees_et_al
  • 356.
    Voss, Chris
    et al.
    Univ Warwick, Warwick Business Sch, Dept Operat Management, Coventry CV4 7AL, W Midlands, England..
    Perks, Helen
    Univ Nottingham, Nottingham Business Sch, Nottingham NG7 2RD, England..
    Sousa, Rui
    Catholic Univ Portugal, Sch Econ & Management, Oporto, Portugal..
    Witell, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Wuenderlich, Nancy V.
    Univ Paderborn, Dept Business Adm & Econ, Warburger Str 100, D-33098 Paderborn, Germany..
    Reflections on context in service research2016Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, nr 1, s. 30-36Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this paper is to examine the nature of context and its implications for theory and research in service. Design/methodology/approach - This is a conceptual paper based on exploring existing research and theory related to context in service research. Findings - The characteristics of service make context both important and challenging, there is great contextual diversity in service research as reflected, for example in ecosystems made up of multiple contextual variables. There is a need to identify the context-specific nature of middle range theory and the contextual logic of general theory. The authors explore the challenges of context for service theory and how we might learn from theory in a particular context and test or adapt it in other contexts. Originality/value - The findings of this paper are of value to researchers seeking to develop and justify theory in service research (general, middle range or theory in use).

  • 357.
    Wang, Xiaohong
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Sebhatu, Samuel Petros
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Understanding the Role of Value Network for Sustainable Public Transportation in the Emerging Economies: Case Study of Zhengzhou Bus Rapid Transit System2014Konferensbidrag (Refereegranskat)
    Abstract [en]

    Purpose – The main aim of this paper is to assess and analyze the role of value network for sustainable service business embedded social and environmental perspectives in the emerging economies. The objective is to study how resources are integrated and value networked to create and co-create value for customers and other stakeholders, thus develop a framework for achieving sustainable service by considering not only the economic aspects, but also quality of life and societal well-being. It is important to understand the interdependence of value network and sustainability and discuss how stakeholders integrate resources through interactions, communications and dialogues to co-create and network value within the public transit context.

     

    Design/methodology/approach – Qualitative approach is adopted in this study to better understand the interdependence between value network and sustainable service business embedded in social and environmental perspectives. The empirical is designed as a critical case study. The paper presents three concepts - (i) value co-creation and value network (ii) resource integration and (iii) sustainable business with social and environmental focuses on public transit. Then, the paper demonstrates these concepts through a case study of Zhengzhou Bus Rapid Transit (BRT) system in Henan Province, China. The case study is used to analyze and gain an in-depth understanding of value network and sustainable service by contextualizing it in the real life context.

     

    Findings – The study is expected to come across and demonstrate that the integrating of value network and value co-creation embedded in social and environmental perspectives is to secure sustainable service business. This is achieved by developing a framework that integrates value network and sustainable value creation by analysing value co-creation, value network, resource integration and sustainability, which the empirical setting is coming from the public transit sector. This framework may give a new direction for service providers to achieve sustainability by contextualizing networking and co-creating value.

     

    Originality/value – The paper makes an original contribution to the ongoing discussions on the service research and the network thinking in the emerging economies by developing a theoretical framework on how stakeholders integrate resources to co-create and network value for a sustainable business, which is embedded in the social and environmental perspectives. It also denotes the shift in thinking of the service providers in the emerging economies modern management thinking of value network and service concentrated.

     

    Limitation/Future Study – As a single case study, the present research, cannot induct general empirical and theoretical conclusions. Future research in this area should focus on generalizing the present findings in other empirical settings and conceptualizations.

     

    Article Type: research paper

  • 358.
    Waygood, E. O. D.
    et al.
    École supérieure d'aménagement du terroire et de développement régional (ÉSAD), Université Laval, Québec.
    Friman, Margareta
    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).
    Taniguchi, Ayako
    Department of Risk Engineering, University of Tsukuba, Japan.
    Children's incidental social interaction during travel international case studies from Canada, Japan, and Sweden2017Ingår i: Journal of Transport Geography, ISSN 0966-6923, E-ISSN 1873-1236, Vol. 63, s. 22-29Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Incidental social interactions such as seeing a known person while travelling are theorized to contribute to community connections and social capital. It is argued in such work that walking may be a critical factor, but the frequency of such interactions is generally unknown. For children, these community connections may increase independent travel and contribute to their well-being. Previous research out of Japan found that walking was indeed more likely to result in children seeing people in general and seeing a known person. However, it is not clear whether that is a culturally anecdotal finding, or whether similar findings would occur in different cultural and transportation contexts. Reasons why it may be anecdotal include: in most cases, all elementary school children walk to school in Japan; many trips occur at a local level and are conducted by non-motorized modes in Japan; greeting others (aisatsu) is a cultural value in Japan. This study examines whether one's transport mode relates to having incidental social interaction during their trips for children aged 10–11 in Canada (177), Japan (178), and Sweden (144). Further to previous work, the research carried out here asked the children what type of interaction occurred (spoke, waved, no interaction, or other) which would relate to building or maintaining community connections. The findings demonstrate that the results are internationally applicable and that most incidental social interactions result in a verbal communication in all three countries.

  • 359.
    Waygood, E. O. D
    et al.
    École supérieure d’aménagement du terroire et de développement régional, Université Laval, Québec, Canada.
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Taniguchi, Ayako
    Department of Risk Engineering, University of Tsukuba, Japan.
    Transport and child well-being: An integrative review2017Ingår i: Travel Behaviour & Society, ISSN 2214-367X, E-ISSN 2214-3688, Vol. 9, s. 32-49Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Understanding children’s travel is an important part of drawing a complete picture of over-all well-being in society. Children’s active travel to school, independent travel, transport and physical activity, and crashes have been reviewed, yet it may not be a complete picture. If research on children’s travel has the ultimate goal of improving children’s well-being, there is currently no general synthesis on the research linking transport and child well-being. This integrative review asks, “what evidence is there that transport affects child well-being?” It organizes the findings by two key measures: the domain of well-being and the transport means-of-influence. The five main domains of child well-being are: physical, psychological, cognitive, social, and economic. The three means of transport influence are: as access, intrinsic, or external. Findings are identified as being consistent, inconsistent, or one-off (e.g. only one study). The results show that transport plays a role in all domains of children’s well-being. Most benefits identified are associated with active travel and independent travel. Most negative impacts are associated with traffic. While numerous one-off results exist which suggest that there may be many other impacts, research that repeats prior work is needed to support or refute these such results. Finally, potential relationships between transport and well-being are suggested.

  • 360.
    Waygood, E. Owen D.
    et al.
    Polytechnique Montréal, Canada.
    Friman, Margareta
    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), Centrum för tjänsteforskning (from 2013).
    Olsson, Lars E.
    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), Centrum för tjänsteforskning (from 2013).
    Mitra, Raktim
    Ryerson University, Toronto, Canada.
    Introduction to Transport and Child Wellbeing2019Ingår i: Children´s travel and wellbeing / [ed] Waygood, E.O.D., Friman, M., Olsson, L. E., & Mitra, R., Elsevier, 2019Kapitel i bok, del av antologi (Refereegranskat)
  • 361.
    Waygood, E.O.D.
    et al.
    Université Laval, Canada.
    Friman, Margareta
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. 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, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Editorial for the Special Issue of Transport and Child Well-Being2017Ingår i: Travel Behaviour & Society, ISSN 2214-367X, E-ISSN 2214-3688, Vol. 9, s. 29-31Artikel i tidskrift (Övrigt vetenskapligt)
  • 362.
    Waygood, E.Owen D.
    et al.
    Polytechnique Montreal , Canada.
    Friman, Margareta
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT.
    Olsson, Lars E.
    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), Centrum för tjänsteforskning (from 2013).
    Mitra, Raktim
    Ryerson University, Toronto, Canada.
    Transportation and Children’s Well-Being2019 (uppl. 1)Bok (Refereegranskat)
    Abstract [en]

    Transportation and Children’s Well-Being applies an ecological approach, examining the social, psychological and physical impacts transport has on children at the individual and community level. Drawing on the latest multidisciplinary research in transport, behavior, policy, the built environment and sustainability, the book explains the pathways and mechanisms by which transport affects the different domains of children’s travel. Further, the book identifies the influences of transportation with respect to several domains of well-being, highlighting the influences of residential location on travel by different modes and its impact on the long-term choices families make.

    The book concludes with proposed evidence-based solutions using real-world examples that support positive influences on well-being and eliminate or reduce negative solutions.

  • 363. Waygood, Owen
    et al.
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Ayako, Taniguchi
    Children’s virtual and face-to-face social interactions outside of school2019Konferensbidrag (Refereegranskat)
  • 364. Waygood, Owen
    et al.
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Taniguchi, Ayako
    Friman, Margareta
    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).
    Children’s independent mobility and social media use on face-to-face social interactions with friends2019Konferensbidrag (Refereegranskat)
  • 365.
    Waygood, Owen
    et al.
    Polytechnique Montréal, Montreal, Canada.
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Taniguchi, Ayako
    Department of Risk Engineering, University of Tsukuba, Tsukuba, Japan.
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    The role of children’s independent mobility and social media use for face-to-face social interaction with friends2019Ingår i: Transportation, ISSN 0049-4488, E-ISSN 1572-9435, s. 173-23Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Social interaction with friends is an important contributor to children’s well-being, but how transport affects this is rarely studied. For two or more children (not of the same household) to have social interaction where they are physically present (i.e. face-to-face), requires at least one of them to make a trip. Qualitative work has found that children mention the possibility to socialize with friends as a desirable attribute of independent travel, and independent travel is associated with knowing where to find friends. However, little is known quantitatively. Thus, the first objective of this article is to examine whether general travel patterns and licenses to travel independently relate to face-to-face interaction. Further, children in this era have new tools of communication that were not available widely in previous generations. Are those tools being used to replace face-to-face interaction? Thus, a second objective is to examine whether virtual social interaction affects face-to-face social interaction. Next, would it be more likely that replacement would occur if children’s independence was restricted? Which leads to this question, is there any influence of travel patterns and licences on virtual interaction? The findings suggest that virtual social interaction may be complementary to face-to-face interaction and that being allowed to travel independently increases those physically present social interactions.

  • 366.
    Westman, Jessica
    et al.
    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).
    Friman, Margareta
    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).
    Olsson, Lars E.
    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).
    How to measure Children’s Life Satisfaction and Satisfaction with School Travel2018Konferensbidrag (Refereegranskat)
  • 367.
    Westman, Jessica
    et al.
    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).
    Friman, Margareta
    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).
    Olsson, Lars E.
    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).
    Travel and child wellbeing: The cognitive and psychological domains.2019Ingår i: Transport and Children’s Wellbeing / [ed] Owen Waygood, Margareta Friman, Lars Olsson, Raktim Mitra, Elsevier, 2019Kapitel i bok, del av antologi (Refereegranskat)
  • 368.
    Westman, Jessica
    et al.
    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).
    Olsson, Lars E.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    What Drives Them to Drive?: Parents' Reasons for Choosing the Car to Take Their Children to School2017Ingår i: Frontiers in Psychology, ISSN 1664-1078, E-ISSN 1664-1078, Vol. 8, s. 1-8, artikel-id 1970Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Children's school journeys have changed vastly during recent decades: More children are being driven to school in private cars instead of walking and cycling, with many who are entitled to a free school bus service still being driven. Earlier research into travel mode choice has often investigated how urban form impacts upon mode choice regarding school journeys-in particular how urban form hinders or enables the use of the active mode. This paper quantitatively explores parents' stated reasons for choosing the car and the relationship between these reasons and the decision to use the car to take their children to school. We additionally investigate the relationship between sociodemographic factors, distance, and both the stated reasons and the actual mode decision. A sample of 245 parents (194 women) of school children aged 10-15 in the County of Varmland in Sweden were included in the study. The results of PLS-SEM show that the factor Social convenience has a direct relationship with the frequency of car use indicating that the wish to accompany the child and the convenience of car impacts on car choice. If the child is not allowed to travel independently, the parents choose the car to take him/her to school. Sociodemographic factors had a direct relationship with the stated reasons, whereby parents with a higher level of education valued safety/security less. Quite surprisingly, distance (i.e., environmental factor) did not affect car use, indicating that parents drive their children to school regardless of distance. By isolating the particular reasons for choosing the car, this paper focuses on a potentially important missing piece as regards finding out what motivates the increasing car usage in children's school journeys. An increased knowledge of what motivates the decision to take children by car is important for effective policies aimed at changing parents' inclination toward choosing the car.

    Ladda ner fulltext (pdf)
    fulltext
  • 369.
    Westman, Jessica
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi.
    Johansson, Maria
    Lund University.
    Olsson, Lars E
    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 psykologi.
    Mårtensson, Fredrika
    Swedish University of Agricultural Sciences .
    Friman, Margareta
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Children's affective experience of every-day travel2013Ingår i: Journal of Transport Geography, ISSN 0966-6923, E-ISSN 1873-1236, Vol. 29, s. 95-102Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This study aims to evaluate if children’s affective experience of every-day travel varies depending on travel mode and destination of travel. More specifically, what are children’s reported valence (unpleasantness–pleasantness) and activation (deactivation–activation) while travelling to different destinations and does this experience have spill-over effects on how they perceive activities at the destination. 206 Children (101 girls) recorded their travels in a diary throughout a school week along with reports of travel mode, experience of every-day travel, activities on arrival, and the experiences of activities. Results showed that average valence and activation was significantly lower while travelling to school than travelling to other destinations. Degree of activation during a school day was significantly lower for those who had travelled by car than for those who had cycled to school. Girls experienced less activation than boys on their way to school and during a school day when they had travelled by car. It is concluded that children’s affective experiences differ depending on how they travel and where they go. Moreover, there is a difference between boys’ and girls’ experiences.

  • 370.
    Westman, Jessica
    et al.
    Karlstads universitet, Fakulteten för samhälls- och livsvetenskaper. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier.
    Olsson, E Lars
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT.
    Friman, Margareta
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.
    Gärling, Tommy
    Göteborgs universitet.
    Children’s Satisfaction with Travel to School2015Konferensbidrag (Refereegranskat)
  • 371.
    Westman, Jessica
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013).
    Olsson, Lars E.
    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 ekonomi, kommunikation och IT, SAMOT.
    Gärling, Tommy
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Department of Psychology, University of Gothenburg, Gothenburg, Sweden.
    Friman, Margareta
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013).
    Children’s Travel to School: Satisfaction, Current Mood, and Cognitive Performance2017Ingår i: Transportation, ISSN 0049-4488, E-ISSN 1572-9435, Vol. 44, nr 6, s. 1365-1382Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    We investigate whether travel mode, travel time, and travel activities influence children’s satisfaction with their travel to school, their current mood, and their cognitive performance after arriving at school. A sample of 344 children (165 girls) between the ages of 10 and 15 were recruited at five public schools in Värmland County, Sweden. Directly after arriving at school, the children rated; how they felt on two scales ranging from very sad to very happy and from very tired to very alert; filled out the Satisfaction with Travel Scale adapted for children; reported details about their journeys; and took a word-fluency test. The results showed that traveling by school bus and walking or cycling were experienced as having a higher quality than traveling by car. Children who engaged in conversation during their journeys reported a higher quality and more positive feelings than children who were passive during their journeys. A shorter journey was experienced as having a higher quality and resulting in more positive feelings. Children traveling for longer durations, and using their smartphones or doing a combination of activities during their journeys, performed better in the word-fluency test.

  • 372.
    Westman, Jessica
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Olsson, Lars
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Friman, Margareta
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Gärling, Tommy
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013).
    Children’s travel experiences depending on age and characteristics of the school commute2013Konferensbidrag (Refereegranskat)
  • 373.
    Westman, Jessica
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Otterbring, Tobias
    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).
    Age, polarization, and digitalization: younger consumers have more polarized perceptions regarding digitalization2019Ingår i: / [ed] Timmermans, 2019Konferensbidrag (Refereegranskat)
  • 374.
    Wetter-Edman, Katarina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Camén, Carolina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.
    Design thinking in public procured contract – is it possible?2013Konferensbidrag (Refereegranskat)
  • 375.
    Wetter-Edman, Katarina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Sangiorgi, Daniela
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.
    Holmlid, S
    Grönroos, C
    Mattelmäki, T
    Design for Service comes to Service Logic2013Konferensbidrag (Refereegranskat)
  • 376.
    Wetter-Edman, Katarina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sangiorgi, Daniela
    Univ Lancaster, ImaginationLancaster, Lancaster LA1 4YW, England..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Holmlid, Stefan
    Linkoping Univ, Dept Comp & Informat Sci, S-58183 Linkoping, Sweden..
    Gronroos, Christian
    Hanken Sch Econ, Dept Mkt, Helsinki 00101, Finland..
    Mattelmaki, Tuuli
    Aalto Univ, Sch Arts Design & Architecture, Dept Design, Helsinki 00076, Finland..
    Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logic2014Ingår i: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 6, nr 2, s. 106-121Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This paper aims to bridge recent work on Service Logic with practice and research in the Design for Service to explore whether and how human-centered collaborative design approaches could provide a source for interpreting existing service systems and proposing new ones and thus realize a Service Logic in organizations. A comparison is made of existing theoretical backgrounds and frameworks from Service Logic and Design for Service studies that conceptualize core concepts for value co-creation: actors, resources, resource integration, service systems, participation, context, and experience. We find that Service Logic provides a framework for understanding service systems in action by focusing on how actors integrate resources to co-create value for themselves and others, whereas Design for Service provides an approach and tools to explore current service systems as a context to imagine future service systems and how innovation may develop as a result of reconfigurations of resources and actors. Design for Service also provides approaches, competences, and tools that enable involved actors to participate in and be a part of the service system redesign. Design for value co-creation is presented using this model. The paper builds on and extends the Service Logic research first by repositioning service design from a phase of development to Design for Service as an approach to service innovation, centered on understanding and engaging with customers' own value-creating practices. Second, it builds on and extends through discussing the meaning of value co-creation and identifying and distinguishing collaborative approaches for the generation of new resource constellations. In doing so, the collaborative approaches allow for achieving value co-creation in designing.

  • 377.
    Wetter-Edman, Katarina
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Sangiorgi, Daniela
    Lancaster University.
    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).
    Holmlid, Stefan
    Linköping University.
    Grönroos, Christian
    Hanken School of Economics.
    Mattelmäki, Tuuli
    Aalto University.
    Design for Value Co-Creation: Exploring Synergies Between Design for Service and Service Logics2014Ingår i: Journal of Service Science, ISSN 1941-4722, E-ISSN 1941-4730, Vol. 6, nr 2, s. 106-121Artikel i tidskrift (Refereegranskat)
  • 378.
    Wetter-Edman, Katarina
    et al.
    Gothenburg University.
    Vink, Josina
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Experio Lab, County Council of Värmland.
    Blomkvist, Johan
    Linköping University.
    Staging aesthetic disruption through design methods for service innovation2018Ingår i: Design Studies, ISSN 0142-694X, E-ISSN 1872-6909, Vol. 55, s. 5-26Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Within the discourse connecting design and innovation, there has been a growing emphasis on the importance of cognitive processes in relation to design methods. However, the over-emphasis on cognition fails to clearly identify the triggers of change necessary for service innovation. In response, this article draws on classic American pragmatism and service-dominant logic to highlight the underappreciated role of actors' bodily experiences when using design methods for service innovation. The authors of this paper posit that design methods stage aesthetic disruption, a sensory experience that challenges actors' existing assumptions. In doing so, the use of design methods can lead to destabilizing the habitual action of participating actors, helping them to break free of existing institutions and contribute to service innovation.

    Ladda ner fulltext (pdf)
    fulltext
  • 379.
    Wetter-Edman, Kattarina
    et al.
    Konstfack.
    Magnusson, Peter R
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Capturing context through service design stories2016Ingår i: Design Thinking: New Product Development Essentials from the PDMA, Hoboken, New Jersey: John Wiley & Sons, 2016Kapitel i bok, del av antologi (Refereegranskat)
  • 380.
    Wieland, Heiko
    et al.
    California State University, USA.
    Koskela-Huotari, Kaisa
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Vargo, Stephen L.
    Univ Hawaii Manoa, USA.
    Extending actor participation in value creation: An institutional view2016Ingår i: Journal of Strategic Marketing, ISSN 0965-254X, E-ISSN 1466-4488, Vol. 24, nr 3-4, s. 210-226Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    This article explores how seemingly distinct actors contribute to value creation and evaluation in a fundamentally similar way. It shows that the division of actors into dichotomies such as producers€™ and €˜consumers, ˜paying€™ and non-paying€™ customers, and adopters and non-adopters, is based on narrow, unidirectional, transactional, and dyadic views on value creation and delivery. The article highlights the limitations of these views and draws on a service ecosystems perspective and its broader notion of co-created and contextual value to overcome these limitations. More specifically, the article, by connecting two frameworks (markets-as-practice and institutional work), extends a generic actor-to-actor conceptualization of value creation, in showing that all economic and social actors participate in value creation in a fundamentally similar way. That is, they enact value co-creation practices and simultaneously shape these practices by creating, maintaining and disrupting the institutions that guide their (re)enactment. Thus, the article proposes a unified view on actors’ participation in value creation that not only points to the involvement of broader actor categories in value creation and market formation processes, but also provides important strategic implications in the form of a research agenda.

  • 381.
    Wikström, Fredrik
    et al.
    Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för ingenjörs- och kemivetenskaper (from 2013).
    Williams, Helén
    Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för ingenjörs- och kemivetenskaper (from 2013).
    Trischler, Jakob
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Rowe, Zane
    Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för ingenjörs- och kemivetenskaper (from 2013).
    The importance of packaging functions for food waste of different products in households2019Ingår i: Sustainability, ISSN 2071-1050, E-ISSN 2071-1050, Vol. 11, nr 9, s. 1-16, artikel-id 2641Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The United Nations sustainability goal SDG 12.3 is to reduce the amount of food that is wasted by half, due to environmental and social reasons. This paper aims to analyse the most important packaging functions that affect food waste in households for different products, as the reason for wastage can be expected to differ between different products. The reasons for food wastage of different categories and products have been compiled through literature studies, and possible improvements of packaging functions to reduce food waste have been identified. In addition, an expert workshop judged the most important packaging functions to reduce food waste for a number of products. They also discussed the obstacles and possibilities to realise the packaging improvements. This study confirms that how packaging functions influence food waste on the product level is a highly unexplored question. Most likely, there is high potential to reduce food waste through better adaptions of packaging functions to user needs and habits. Both the literature study and the expert workshop show that less food per pack and better information regarding food safety and storage have high potential to reduce food waste, but also that product specific considerations are necessary.

    Ladda ner fulltext (pdf)
    fulltext
  • 382.
    Williams, Helén
    et al.
    Karlstads universitet, Fakulteten för teknik- och naturvetenskap, Avdelningen för energi-, miljö- och byggteknik.
    Wikström, Fredrik
    Karlstads universitet, Fakulteten för teknik- och naturvetenskap, Avdelningen för energi-, miljö- och byggteknik.
    Otterbring, Tobias
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi.
    Löfgren, Martin
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Norway.
    Reasons for household food waste with special attention to packaging2012Ingår i: Journal of Cleaner Production, ISSN 0959-6526, E-ISSN 1879-1786, Vol. 24, s. 141-148Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    The amount of food waste needs to be reduced in order to sustain the world's limited resources and secure enough food to all humans. Packaging plays an important role in reducing food waste. The knowledge about how packaging affects food waste in households, however, is scarce. This exploratory study examines reasons for food waste in household and especially how and to what extent packaging influences the amount of food waste. Sixty-one families measured their amount of food waste during seven days and noted in a diary why each item was wasted. Thirty of the families had participated earlier in an environmental project including education in environmental issues of everyday life. About 20-25% of the households' food waste could be related to packaging. Three packaging aspects dominate the packaging related waste: packages that the consumer noted as being too big and packages that were difficult to empty, and wastage because of passed "best before date". The environmentally educated households wasted less, especially of prepared food. They also wasted less food due to passed "best before date". These households were more observant to packaging aspects in relation to food waste. The observations made could be used to learn more about packaging attributes that affect food waste. Although they recognised packaging influence on food waste, these households expressed lower satisfaction with packaging functions and wanted packaging to a lower extent. (C) 2011 Elsevier Ltd. All rights reserved.

  • 383.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Linkoping Univ, Dept Business Adm, Linkoping, Sweden.
    Anderson, Laurel
    Arizona State Univ, WP Carey Sch Business, Tempe, AZ USA.;Arizona State Univ, Ctr Serv Leadership, Tempe, AZ USA..
    Brodie, Roderick J.
    Univ Auckland, Sch Business, Mkt, Auckland 1, New Zealand..
    Colurcio, Maria
    Magna Graecia Univ Catanzaro, Dept Law Hist Econ & Social Sci, Catanzaro, Italy.;Univ Caxias do Sul, Innovat Management, Caxias Do Sul, Brazil..
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Kristensson, Per
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Lervik-Olsen, Line
    Norwegian Business Sch, Dept Mkt, Oslo, Norway..
    Sebastiani, Roberta
    Univ Cattolica Sacro Cuore, Dept Management, I-20123 Milan, Italy..
    Andreassen, Tor Wallin
    NHH Norwegian Sch Econ, Ctr Serv Innovat, Bergen, Norway..
    Exploring dualities of service innovation: Implications for service research2015Ingår i: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 29, nr 6-7, s. 436-441Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose - The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach - Through a conceptual model of service innovation research, the authors challenge the "pro-change" bias and explore what can be learnt from the duality of service innovation. Findings - This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt-reject, change-static and good-bad. Originality/value - By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

  • 384.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Magnusson, Peter R
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Beckman, H.
    Value Creation Through Services in Different States of Business Relationships2007Konferensbidrag (Refereegranskat)
  • 385.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Linkoping Univ, SE-58183 Linkoping, Sweden.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Meiren, Thomas
    Fraunhofer Institute for Industrial Engineering IAO.
    Schäfer, Adrienne
    University of Applied Sciences and Arts.
    New Service Development in Manufacturing Firms: Similarities and Differences with New Service Development and New Product Development2014Ingår i: Journal of Applied Management and Entrepreneurship, ISSN 1077-1158, Vol. 19, nr 3, s. 35-49Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Manufacturing firms develop and introduce service innovations to achieve a competitive advantage and differentiate their market offerings. The installed base of products becomes a platform for selling services hence improve their corporate revenues. Previous research has supported a number of hypotheses about how new product development (NPD) and new service development (NSD) should be performed – but do these findings for NPD and NSD hold for NSD in manufacturing firms? The hypotheses about NSD in manufacturing firms that were tested in this study concern the role of the NSD strategy, how to use resources, how to organize, and the development process to use. A survey was performed on 785 NSD projects, including both manufacturing and service firms. The paper provides five propositions about NSD in manufacturing firms concerning how to succeed with service innovation.

  • 386.
    Witell, Lars
    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). Linköpings universitet.
    Gebauer, Heiko
    AWAG, Dubendorf, Switzerland.
    Jaakkola, Elina
    Univ Turku, Turku Sch Econ, Turku, Finland.
    Hammedi, Wafa
    Univ Namur, Namur, Belgium.
    Patricio, Lia
    Univ Porto, Fac Engn, Oporto, Portugal.
    Perks, Helen
    Univ Nottingham, Nottingham, England.
    A bricolage perspective on service innovation2017Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 79, s. 290-298Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Service innovation is often viewed as a process of accessing the necessary resources, (re)combining them, and converting them into new services. The current knowledge on success factors for service innovation, such as formalized new service development (NSD) processes, predominantly comes from studying large firms with a relatively stable resource base. However, this neglect situations in which organizations face severe resource constraints. This paper argues that under such constraints, a formalized new service development process could be counter-productive and a bricolage perspective might better explain service innovation in resource constrained environments. In this conceptual paper, we propose that four critical bricolage capabilities (addressing resource scarcity actively, making do with what is available, improvising when recombining resources, and networking with external partners) influence service innovation outcomes. Empirical illustrations from five organizations substantiate our conceptual development. Our discussion leads to a framework and four testable propositions that can guide further service research. (C) 2017 Elsevier Inc All rights reserved.

  • 387.
    Witell, Lars
    et al.
    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.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Fischer-Hübner, Simone
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för datavetenskap. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för HumanIT.
    Gebauer, Heiko
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Managerial recommendations for service innovations in different product-service systems2010Ingår i: Introduction to Product-Service Systems design / [ed] Sakao, T.; M. Lindahl, London: Springer , 2010, s. 237-259Kapitel i bok, del av antologi (Refereegranskat)
    Abstract [en]

    In order to meet the increasingly complex needs of customers and to respond to decreasing product margins, typical product manufacturers have developed a growing interest in extending their service business. The extension of the service business requires a systematic development of innovative services. Unfortunately, in business practice it has been observed historically that manufacturing companies often fail to develop services systematically. Some customers asked for services and these desires were often fulfilled. Thus, the extension of the service business reflects a rather unstructured service innovation approach, which has not been consciously pursued. Rather than developing more formal structures to elicit ideas for new services, it is mostly performed ad hoc. Only a limited number of firms use formal approaches to service innovation and have implemented necessary determinants to success. Furthermore, the innovation of services in manufacturing companies captures two specific idiosyncrasies. First, manufacturing companies have to balance product and service innovations. Second, services can be either developed during the product development process or during the product usage. The major challenge to success in innovating services is to combine specific product-service systems with the right service strategy and way to develop service innovations.

  • 388.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Linköping University.
    Kowalkowski, Christian
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Hanken School of Economics, Helsinki, Finland.
    Perks, Helen
    University of Nottingham, UK.
    Raddats, Chris
    University of Liverpool, UK.
    Schwabe, Maria
    Friedrich-Schiller-University of Jena, Germany.
    Benedettini, Ornella
    Polytechnic University of Bari, Italy.
    Burton, Jamie
    University of Manchester, UK.
    Characterizing customer experience management in business markets2019Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Managing the customer experience has become a top priority for marketing managers and researchers. Research on customer experience management (CEM) has traditionally adopted a customer's viewpoint. Few studies have explicitly embraced an organizational perspective, and existing research focuses mainly on business-to-consumer settings. The present study espouses the utility of CEM in business-to-business (B2B) settings on the grounds that interactions in B2B contexts are also “experienced”. It explains how B2B firms can design and manage the customer experience to influence the customer at different touchpoints. The paper develops a comprehensive framework that characterizes CEM in B2B. The paper articulates key challenges for B2B CEM; relationship expectations (mismatches in customer relationships, siloed customer experiences); actor interaction issues (mismatches across the customer's journey, lack of touchpoint control); and temporal challenges (dynamics of the customer experience). The paper draws out the theoretical implications and develops managerial implications for B2B firms.

  • 389.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Löfgren, Martin
    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.
    Attractive Quality Creation: a Case Study of Microwave Ovens2011Ingår i: TQM Magazine, ISSN 0954-478X, E-ISSN 1758-6887, Vol. 23, nr 1, s. 89-99Artikel i tidskrift (Refereegranskat)
  • 390.
    Witell, Lars
    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).
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013).
    Beckman, H.
    Value creation in service-based states of business relationships2019Ingår i: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation / [ed] Per Kristensson, Peter R. Magnusson, Lars Witell, 2019, s. 281-305Kapitel i bok, del av antologi (Övrigt vetenskapligt)
    Abstract [en]

    The following sections are included: Introduction Value and Value Drivers in a Relationship Context Methodology Results Conclusions Appendix: An Overview of the Conceptualization of Value Drivers References

  • 391.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Myhrén, Per
    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).
    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).
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Löfberg, Nina
    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).
    Servitization of Capital Equipment Providers in the Pulp and Paper Industry2014Ingår i: Servitization in Industry / [ed] Gunter Lay, Berlin: Springer, 2014, s. 151-164Kapitel i bok, del av antologi (Refereegranskat)
  • 392.
    Witell, Lars
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Linköping University.
    Snyder, Hannag
    Linköping University.
    Gustafsson, Anders
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Norway.
    Fombelle, Paul
    USA.
    Kristensson, Per
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Defining service innovation: A review and synthesis2016Ingår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 69, nr 8, s. 2863-2872Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.

  • 393.
    Wägar, Karolina
    et al.
    Hanken School of Economics, Vaasa, Finland.
    Roos, Inger
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Ravald, Annika
    Hanken School of Economics, Vaasa, Finland.
    Edvardsson, Bo
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan.
    My Customers Are in My Blind Spot: Are They Changing and I cannot See It?2012Ingår i: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 15, nr 2, s. 150-165Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    It is clearly recognized that service providers often have an incomplete and fragmentary understanding of their customers' relationship behaviors. Although it is clear that this incomplete understanding has serious implications for customer relationship management, and might even constitute a strategic risk, there have been no explicit attempts to analyze the phenomenon. The authors therefore introduce and develop the concept of the blind spot as a metaphor referring to situations where a service provider's visual field is obscured. The authors examine the phenomenon of blind spots in a temporal and a relational context, determine their consequences, and outline the implications for customer relationship management. A number of blind spot scenarios are presented in order to illustrate how blind spots obstruct the service provider's ability to make correct interpretations of customer relationships, and thereby also correct estimations of relationship stability. The conceptualization of blind spots as outlined in this article sheds light on the underlying mechanisms that drive customer behavior in terms of relationship stability and hence offers a deeper understanding of the dynamic nature of customer relationships. From a managerial point of view, proper monitoring systems and routines for analyzing relevant customer information play essential roles in understanding and managing blind spots.

  • 394.
    Wästlund, Erik
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Edvardsson, BoKarlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.Gustafsson, AndersKarlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.Bitner, BitnerArizona State University.Verma, RohitCornell University.
    Proceedings of the 13th International Research Symposium on Service Excellence in Management (QUIS 13), June 2013, CTF Center for Service Systems, Karlstad University, Karlstad, Sweden2013Proceedings (redaktörskap) (Refereegranskat)
    Ladda ner fulltext (pdf)
    QUIS13
  • 395.
    Wästlund, Erik
    et al.
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Otterbring, Tobias
    Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Insights in consumer behavior: Eye-tracking studies at the Service Research Center2012Konferensbidrag (Refereegranskat)
  • 396.
    Wästlund, Erik
    et al.
    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), Centrum för tjänsteforskning (from 2013).
    Shams, Poja
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013).
    Otterbring, Tobias
    Aarhus University, Denmark.
    Unsold is unseen … or is it?: Examining the role of peripheral vision in the consumer choice process using eye-tracking methodology2018Ingår i: Appetite, ISSN 0195-6663, E-ISSN 1095-8304, Vol. 120, s. 49-56Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    In visual marketing, the truism that “unseen is unsold” means that products that are not noticed will not be sold. This truism rests on the idea that the consumer choice process is heavily influenced by visual search. However, given that the majority of available products are not seen by consumers, this article examines the role of peripheral vision in guiding attention during the consumer choice process. In two eye-tracking studies, one conducted in a lab facility and the other conducted in a supermarket, the authors investigate the role and limitations of peripheral vision. The results show that peripheral vision is used to direct visual attention when discriminating between target and non-target objects in an eye-tracking laboratory. Target and non-target similarity, as well as visual saliency of non-targets, constitute the boundary conditions for this effect, which generalizes from instruction-based laboratory tasks to preference-based choice tasks in a real supermarket setting. Thus, peripheral vision helps customers to devote a larger share of attention to relevant products during the consumer choice process. Taken together, the results show how the creation of consideration set (sets of possible choice options) relies on both goal-directed attention and peripheral vision. These results could explain how visually similar packaging positively influences market leaders, while making novel brands almost invisible on supermarket shelves. The findings show that even though unsold products might be unseen, in the sense that they have not been directly observed, they might still have been evaluated and excluded by means of peripheral vision. This article is based on controlled lab experiments as well as a field study conducted in a complex retail environment. Thus, the findings are valid both under controlled and ecologically valid conditions.

    Ladda ner fulltext (pdf)
    fulltext
  • 397.
    Wästlund, Erik
    et al.
    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).
    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).
    Otterbring, Tobias
    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).
    Ricardo, Matos
    Unveiling the Hidden Aspects of Service Innovation: Using Eye Tracking to Understand and Enhance Customer Experience2019Ingår i: Service Innovation For Sustainable Business: Stimulating, Realizing And Capturing The Value From Service Innovation / [ed] Per Kristensson, Peter Magnusson, Lars Witell, New Jersey: World Scientific, 2019, s. 179-202Kapitel i bok, del av antologi (Övrigt vetenskapligt)
  • 398.
    Wästlund, Erik
    et al.
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning.
    Witell, Lars
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi.
    Löfgren, Martin
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Shams, Poja
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Otterbring, Tobias
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
    Consumer choice processes and consideration sets2013Konferensbidrag (Refereegranskat)
    Abstract [en]

    With thousands and thousands of items to choose from in supermarkets, finding a product on the shelf can be a challenge. Naturally, consumers do not see all products nor do they consider buying all products they see. The consumer first screens the original set of products and then considers a reduced set of alternatives. The consideration set is evaluated and reduced to one alternative that is chosen (Lapersonne et al. 1995). The choice is actually a consumer choice process including several steps, e.g., orientation, evaluation, and verification (Russo and Leclerc, 1994).

    In the present study we investigated consumers’ consideration sets and consumer choice processes in an experiment with 52 respondents in a supermarket. The respondents were instructed to choose one package of sandwich meat that they would like to buy. The  experiment included two displays of shelves: The first shelf contained one section of sandwich meat and one section of products like pickled garlic and sun-dried tomatoes.The second shelf contained only sandwich meat but with two distinctly different types of packaging. Where the respondents looked first, if the chosen product were in that section, and how much they looked at areas outside their consideration set were investigated. The results show that in the shelf with two categories of products the participants hardly looked at the non-target products during the orientation phase or the verification phase. In the shelf with two differently packaged sandwich meats the participants looked at both parts of the shelf during the orientation phase but significantly more at their selfselected target area during the verification phase. These results highlight the importance of products signaling appropriate attributes in order to even be looked at.

  • 399.
    Xu, Yingzi
    et al.
    Auckland University of Technology, New Zealand.
    Marshall, Roger
    Auckland University of Technology, New Zealand.
    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).
    Tronvoll, Bård
    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).
    Show you care: initiating co-creation in service recovery2014Ingår i: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, nr 3, s. 369-387Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions.

    Design/methodology/approach – Researchers used a 3 (no co-recovery vs employee-initiated co-recovery vs customer-initiated co-recovery)×2 (male vs female)×2 (western vs eastern customers) between-subject experiential study in a hotel setting.

    Findings – When a service employee initiates a co-recovery, customers perceive higher justice, greater satisfaction and a higher tendency to repurchase in the future. But if the customer initiates such a co-recovery, little improvement on these outcomes is found compared to a recovery entirely managed by the company. The effect was moderated by culture: western customers were more sensitive to initiation in the co-recovery process than eastern customers.

    Research limitations/implications – Written scenarios using a hotel setting and a technical error were used, and may reduce the applicability of the findings to real life or other service categories or types of error. Subjects used may not be representative of other population groups. Further studies using real life situations, human error and a more diverse population group are recommended.

    Practical implications – A positive co-recovery can be achieved by service employees taking initiatives when a problem occurs.

    Originality/value – This study extends previous research on co-recovery by investigating the effect of initiation by service employees on customers’ perception of co-creation. Service companies can improve customers’ post-recovery evaluations by inviting them to co-create a feasible solution, and potentially reduce the company's compensation costs.

  • 400.
    Xu, Yingzi
    et al.
    Auckland university, New Zealand.
    Tronvoll, Bård
    Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Handelshögskolan (from 2013). Hedmark university college.
    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).
    Recovering service failure through resource integration2014Ingår i: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 34, nr 16, s. 1259-1271Artikel i tidskrift (Refereegranskat)
    Abstract [en]

    Customers and employees can co-create a resolution following a service failure through integrating their resources. Their activities and interactions during resource-integration shape the customers' service recovery experiences. Prior research overlooks resource integration between all involved actors in a co-created service recovery process. This research details the process with two empirical studies. Study 1 is a qualitative analysis of narratives of service recovery experiences; Study 2 is a quantitative assessment of scenario-based survey data. The results show that a favourable service recovery experience is resulted from integrating all involved actors' resources in a mutually beneficial manner. Three key resources are financial compensation, service skills including communication and timing. Our findings indicate that co-created service recovery fails in the absence of just one resource or mismatches in their integration. The combined studies reveal that customers use their justice perceptions to assess activities and interactions for resource integration in service recovery.

56789 351 - 400 av 406
RefereraExporteraLänk till träfflistan
Permanent länk
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf