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  • 51.
    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.
    Review of Christian Grönroos In search of a new logic for marketing: Foundations for contemporary theory"2008In: Scandinavian Journal of ManagementArticle, book review (Refereed)
  • 52.
    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.
    Review of "Critical Marketing Mapping the Field"2008In: International Journal of Service Industry ManagementArticle, book review (Refereed)
  • 53.
    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.
    Service Marketing and Subjectivity: The shaping of customer-oriented employees2009In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 25, no 7-8, p. 795-809Article in journal (Refereed)
  • 54.
    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.
    Service Marketing Control as Practice: A Case Study2009Conference paper (Refereed)
  • 55.
    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.
    Service Marketing Control as Practice: A Case Study2011In: Qualitative Market Research, ISSN 1352-2752, E-ISSN 1758-7646, Vol. 14, no 4, p. 374-390Article in journal (Refereed)
  • 56.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tjänstelogik2016Book (Other academic)
    Abstract [sv]

    Vad är tjänstelogik och vad innebär det att leda och analysera företag och andra verksamheter utifrån tjänstelogik?

    Tjänstelogikens centrala byggstenar – värdesamskapande, värdeskapande, värdeerbjudanden och resursintegrering – introduceras och förklaras. Hur tjänsteinnovation bedrivs utifrån tjänstelogik och hur aktörer samskapar värde i komplexa tjänstesystem beskrivs. Resonemanget exemplifieras med exempel ifrån nya internetbaserade företag som Spotify, traditionella tjänsteföretag som Ikea, industriföretag som Volvo och från offentliga organisationer som Skatteverket.

  • 57.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Aal, Kotaiba Abdul
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Cocreating the Arab Spring: Understanding Transformation of Service Systems in Contention2015In: Journal of Service Research, ISSN 1094-6705, E-ISSN 1552-7379, Vol. 18, no 3, p. 250-264Article in journal (Refereed)
    Abstract [en]

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

  • 58.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Transforming from Goods to Service Dominant Logic2016In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 16, no 1, p. 101-121Article in journal (Refereed)
    Abstract [en]

    This article outlines a framework of the transformation from the goods-dominant (G-D) to the service-dominant (S-D) logic in firms based on a case study of a bank. Drawing from institutional logic and practice theory, the article also contributes by discussing how the transformation from the G-D to the S-D logic takes place by means of the enactment of value creation practices and how such transformations are driven by institutional entrepreneurs and by conflicts between institutional logics. In addition, the article argues that the studied transformation is interwoven with changes in the professional identities of employees. Managerial implications include how managers may draw on the presented framework to transform their firm and its employees.

  • 59.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Transforming from the goods to the service-dominant logic2016In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 16, no 1, p. 101-121Article in journal (Refereed)
    Abstract [en]

    This article outlines a framework of the transformation from the goods-dominant (G-D) to the service-dominant (S-D) logic in firms based on a case study of a bank. Drawing from institutional logic and practice theory, the article also contributes by discussing how the transformation from the G-D to the S-D logic takes place by means of the enactment of value creation practices and how such transformations are driven by institutional entrepreneurs and by conflicts between institutional logics. In addition, the article argues that the studied transformation is interwoven with changes in the professional identities of employees. Managerial implications

    include how managers may draw on the presented framework to transform their firm and its

    employees.

  • 60.
    Skålén, Per
    et al.
    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.
    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.
    Vaara, Eero
    Vargo, Stephen R
    Realizing the Service-Dominant Logic: A Practice Theoretical Perspective on Marketing Organization2010Conference paper (Refereed)
  • 61.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Engen, Marit
    Lillehammer Univ Coll, Gudbrandsdalsvegen 350, N-2624 Lillehammer, Norway..
    Magnusson, Peter
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Bergkvist, Linda
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Karlsson, Jenny
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Public Service Innovation: A Public Service dominant logic view2016In: WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY / [ed] RussoSpena, T Mele, C, Neapel, Italien: UNIV NAPLES FEDERICO II, DEPT ECON MGMT & INST , 2016, p. 756-770Conference paper (Refereed)
    Abstract [en]

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

  • 62.
    Skålén, Per
    et al.
    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.
    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.
    Fogere, Marint
    The Marketing Discipline and the Construction of the Governable Person: Critical Management Studies 4, Cambridge, Great Britain2005Conference paper (Refereed)
  • 63.
    Skålén, Per
    et al.
    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.
    Fellesson, Markus
    Fougère, Martin
    The Governmentality of Marketing Discourse2006In: Scandinavian Journal of ManagementArticle in journal (Refereed)
    Abstract [en]

    Informed by Foucaults concept of governmentality, this paper provides a critical reading of the marketing discourse. Based on reviews of the history of marketing scholarship we identify three periods - early marketing thought (c. 1900-1960), marketing management (c. 1950-1985) and service marketing (c. 1975-present) on which we base our analysis on in the paper. For these three periods respectively we focus on analyzing what marketing seeks to govern, how marketing governs and who we become when governed by marketing. We find that customer orientation has become the dominant governmental regime in marketing it has embedded the marketing discourse deeper and deeper as time has gone by. The paper contributes to the critical analysis of managerial discourses broadly defined, and to the critical analysis of marketing in particular

  • 64.
    Skålén, Per
    et al.
    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.
    Fougère, Martin
    Be(com)ing Normal Not Excellent: Service Management, the Gap-model and Disciplinary Power2007In: Journal of Organizational Change ManagementArticle in journal (Refereed)
    Abstract [en]

    This paper revolves around the idea that service management, one of the most important elaborations of marketing scholarship during later decades, makes organizations and individuals become normal. Our standpoint contradicts the argument within service management, where the claim is that by adopting service management technologies, organizations and their members will become excellent. In order to strengthen our position we analyse the service management discourse in general and a technology labelled the gap-model in particular by drawing on Foucault's concept of disciplinary power. Following Foucault, we focus on in what way service management has elaborated the idea of subjectification implicit in the marketing discourse and how the gap-model makes people objects and subjects. In our discussion we find support for our claim that service management, the gap-model in particular, creates normality - not excellence. We conclude that focusing on service management contributes to the scarce critical examination of marketing in general and the non-existent critical examination of service management in particular. Further, the paper contributes to investigate the production of subjectivity and normalization - central themes in critical management studies - as an effect of using marketing technologies.

  • 65.
    Skålén, Per
    et al.
    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.
    Fougère, Martin
    Service Management - Excellence or Normality? The Gap-model as Disciplinary Power2004Conference paper (Refereed)
  • 66.
    Skålén, Per
    et al.
    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.
    Fougère, Martin
    Fellesson, Markus
    Marketing Discourse: A Critical Perspective2008Book (Refereed)
  • 67.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gummerus, Johanna
    Hanken School of Economics.
    von Koskull, Catharina
    Hanken School of Economics.
    Magnusson, Peter R
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    What is service and how it is innovated?2012In: Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9, 2012 / [ed] Jocob Mickelsson & Anu Helkkula, Helsinki: The Services Special Interest group (SERVSIG) , 2012, p. 101-Conference paper (Refereed)
  • 68.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Hackley, Chris
    Marketing-as-Practice: Introduction to the Special Issue2011In: Scandinavian Journal of Management, ISSN 0956-5221, E-ISSN 1873-3387, Vol. 27, no 2, p. 189-195Article in journal (Refereed)
    Abstract [en]

    This paper introduces the marketing-as-practice (MAP) special issue of the Scandinavian Journal of Management. It outlines the editors’ position, suggesting that there is a need for a stronger focus on MAP in marketing which engages with critical perspectives and opens up a mutually enriching dialogue between MAP and the more established strain of practice research in the strategy literature (SAP). Drawing on practice work in social theory, and building on SAP research, the paper explores practice-orientation in a context of critical perspectives on marketing and a nascent but growing incidence of practice themes in marketing and consumer research. It reviews some published studies in marketing that engage with practice themes, either indirectly or as an explicit practice-research positioning. Finally, the paper introduces the five papers chosen for this special issue. Our aim overall is not to prescribe what MAP should look like, but to try to open up fresh, multi-disciplinary trajectories for practice research in management.

  • 69.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Karlsson, Jenny
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Engen, Marit
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Magnusson, Peter
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).
    Understanding public service innovation as resource integration and creation of value propositions2018In: Australian journal of public administration, ISSN 0313-6647, E-ISSN 1467-8500, Vol. 77, no 4, p. 700-714Article in journal (Refereed)
    Abstract [en]

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

  • 70.
    Skålén, Per
    et al.
    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.
    Karlsson, Jenny
    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.
    Sundström, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Employee Involvement in Service Innovation: Implications for Management2010Conference paper (Refereed)
  • 71.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Pace, Stefano
    Kedge Business Sch, Marseille, France..
    Cova, Bernard
    Kedge Business Sch, Marseille, France..
    Firm-brand community value co-creation as alignment of practices2015In: European Journal of Marketing, ISSN 0309-0566, E-ISSN 1758-7123, Vol. 49, no 3-4, p. 596-620Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this paper is to contribute knowledge regarding the nature of successful and unsuccessful value co-creation processes between firms and brand communities and the strategies used to address the latter. Design/methodology/approach - The paper draws on a netnographic study of the online collaborative platform known as Alfisti. com, which carmaker Alfa Romeo launched to enhance co-creation with its most devoted consumers, the "Alfisti". Findings - The findings identify three groups of collaborative practices: interacting, identity and organizing practices. The paper details how firm and brand community members enact the elements procedures, understandings and engagements - of collaborative practices and how the alignment of these enactments impacts value co-creation. Research limitations/implications - The paper suggests that co-creation of value succeeds when the enactment of collaborative practices aligns, i.e. when firm and brand community members enact practices in a similar way, and that co-creation fails when the enactment of practices misaligns. Firms and brand communities use three realignment strategies - compliance, interpretation and orientation to address the misalignment and failure of co-creation. The fact that the research draws on a single qualitative case study is a limitation. Practical implications - Managerial implications include using realignment strategies to manage firm-brand community co-creation. Originality/value - Creating an empirical-based framework regarding successful and failing co-creation and how the latter is addressed in the context of brand community makes the paper original.

  • 72.
    Skålén, Per
    et al.
    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.
    Quist, Johan
    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.
    Att möta medborgaren: Inventering av arbetet med kundorientering i vägverkets omgivning2004Report (Other academic)
  • 73.
    Skålén, Per
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Quist, Johan
    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.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    The Contextualization of Human Resource and Quality Management: A sensemaking perspective on everybody´s involvement2004In: International Journal of Human Resource Management, ISSN 0958-5192, E-ISSN 1466-4399, Vol. 16, no 5, p. 736-751Article in journal (Refereed)
  • 74.
    Skålén, Per
    et al.
    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.
    Strandvik, Tore
    From Prescription to Description: A Critique and Reorientation of Service Culture2005In: Managing Service Quality 15(3): 230-244Article in journal (Refereed)
    Abstract [en]

    A fundamental aim of the service management discourse is the transformation of the culture of organisations to a culture of consistent and coherent service excellence. In this paper, the construction of culture as an effect of service management initiatives is analysed from a sensemaking perspective. The study draws on data from a two-and-a-half-year study of the introduction of service management initiatives at the public hospital in the county of Värmland in Sweden. The study concludes that the program of service management reform creates heterogeneous and conflicting cultures, rather than the coherent and consistent culture of service excellence that it was supposed to produce

  • 75.
    Styhre, Alexander
    et al.
    Univ Gothenburg, Gothenburg, Sweden..
    Coupland, Christine
    Univ Loughborough, Loughborough, Leics, England..
    Fougere, Martin
    Hanken Sch Econ, Helsinki, Finland..
    Lindgren, Monica
    Royal Inst Technol, Stockholm, Sweden..
    Pettersen, Inger Johanne
    Sor Trondelag Univ Coll, Trondheim, Norway..
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Vendelo, Morten Thanning
    Copenhagen Business Sch, Copenhagen, Denmark..
    End-of-term editorial: On (Scandinavian) management studies: What works, what doesn't, and what can we do better?2014In: Scandinavian Journal of Management, ISSN 0956-5221, E-ISSN 1873-3387, Vol. 30, no 4, p. 461-469Article in journal (Other academic)
  • 76.
    Stålhammar, Anna
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Åkesson, Maria
    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.
    Skålén, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Edvardsson, Bo
    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.
    Resource test-driving for service innovation: How ordinary employees innovate new value propositions2012In: Proceedings of the 15th QMOD-ICQSS conference / [ed] Su Mi Dahlgaard-Park, Poznan, Poland: COMPRINT, Poznan Univ. of Technology , 2012Conference paper (Refereed)
    Abstract [en]

    Purpose

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

    Methodology

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

    Findings

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

    Research limitations/implications

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

    Originality/value

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

  • 77. Varman, Rohit
    et al.
    Saha, Biswatosh
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Market Subjectivity and Neoliberal Governmentality in Higher Education2011In: Journal of marketing management, ISSN 1474-6085, Vol. 27, no 11, p. 1163-1185Article in journal (Refereed)
    Abstract [en]

    Using an interpretive case study in a business school in India, this research examines student behaviour and offers an understanding of a marketisation process in higher education. The study deploys Foucault's conceptualisation of governmentality and uncovers processes through which market subjectivity is fostered among students as they strive to become responsible, active, and entrepreneurial subjects. The subject position is attributed to several governmental discourses of peer pressure, abnormality, uncritical pedagogy, loan repayment, and elitism that prevail in the business school. The study further highlights the roles of English language and preference for western corporations which are unique to postcolonial India. Market subjectivity results in the prevalence of instrumental rationality, failure to develop a critical academic perspective, subordination of social concerns, and disenchantment and exclusion among some students

  • 78.
    Varman, Rohit
    et al.
    Indian Inst Management Calcutta, Dept Mkt, Kolkata, W Bengal, India..
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Belk, Russell W.
    York Univ, Schulich Sch Business, N York, ON M3J 1P3, Canada..
    Conflicts at the Bottom of the Pyramid: Profitability, Poverty Alleviation, and Neoliberal Governmentality2012In: Journal of Public Policy & Marketing JPP&M, ISSN 0743-9156, E-ISSN 1547-7207, Vol. 31, no 1, p. 19-35Article in journal (Refereed)
    Abstract [en]

    This article adopts the concept of neoliberal govemmentality to critically analyze public policy failures in a bottom-of-the-pyramid (BOP) marketing initiative. This research shows that e-Choupal, an Indian BOP initiative, is hampered by a divide between poverty alleviation and profit seeking, which is inadequately reconciled by the neoliberal government policies that dominate contemporary India. The initiative sounds good, even noble, but becomes mired in divergent discourses and practices that ultimately fail to help the poor whom it targets. This research helps explicate the problems with BOP policy interventions that encourage profit seeking as a way to alleviate poverty

  • 79.
    Åkesson, Maria
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Customers Co-creational Roles: A Study of Resource Integration in E-government2011Conference paper (Refereed)
  • 80.
    Åkesson, Maria
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Towards a service-dominant professional identity: An organisational socialisation perspective2011In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 22, no 1, p. 23-38Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to contribute to understanding of how a service-dominant (S-D) professional identity can be established among the employees of an organisation that wishes to inculcate the tenets of S-D logic.

    Design/methodology/approach – The paper reports a case study of a large Swedish public sector organisation in which the transition to e-government provided an opportunity to inculcate a new service-based professional identity among employees. The main data collection method is interviewing.

    Findings – The study identifies four characteristics of a S-D professional identity: interaction; customer orientation; co-creation; and empowerment. The study finds that such an identity can be established through five socialisation processes: collective socialisation; random socialisation; serial socialisation; investiture socialisation; and divestiture socialisation.

    Research limitations/implications – As with all case study research, the paper draws analytical generalisations but is unable to provide any statistical generalisations; further quantitative research is needed in this area. Moreover, the paper takes a intra-firm perspective; future studies could approach the topic from a consumer perspective.

    Practical implications – Managers who wish to inculcate S-D logic in their organisations should focus on developing the interactive and co-creation skills of their employees, as well as empowering them and providing them with an enhanced understanding of customer orientation.

    Originality/value – The study is novel in several respects: it provides a systematic empirical analysis of how S-D logic can be established in an organisation; the notion of a S-D professional identity is introduced; and the theory of organisational socialisation is applied to S-D logic research for the first time.

  • 81.
    Åkesson, Maria
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    E-government and service orientation: gaps between theory and practice2008In: International Journal of Public Sector Management, ISSN 0951-3558, E-ISSN 1758-6666, Vol. 21, no 1, p. 74-92Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to review selected literature on e-government service orientation and highlight differences between academic theory and empirical findings. To date, there has been little support for predictions made in the e-government conceptual literature.

    Design/methodology/approach – The paper is a conceptual framework for a literature review of e-government and service orientation is presented. A systematic database search is then undertaken to identify the literature related to e-government and service orientation. Suitable papers are selected, carefully read, and systematically analysed according to the conceptual framework. A discussion and relevant conclusions are then presented.

    Findings – The paper finds that a gap appears to exist between conceptual literature and empirical findings. For example, conceptual research claims that e-government will result in a reduction of staff, yet no empirical findings have proven this. The present study applies institutional theory for understanding the fundamental reasons to this gap.

    Research limitations/implications – The paper is based on a literature review of 27 articles, three monographs and one edited volume focusing on service orientation and e-government. It does not attempt to examine the full range of the literature available within the field of e-government.

    Originality/value – This review paper uniquely considers the gaps between the theory and practice of e-government service orientation, and identifies where they exist. Some possible explanations for the gaps are explored which can be of interest to both academics and practitioners working in the field.

  • 82.
    Åkesson, Maria
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Edvardsson, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Stålhammar, Anna
    Value proposition test-driving for service innovation: How frontline employees innovate value propositions2016In: Journal of service theory and practice, ISSN 2055-6225, E-ISSN 2055-6233, Vol. 26, no 3, p. 338-362Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to investigate the role of frontline employees in service innovation from a service-dominant logic (SDL) perspective. Frontline employees lack a formal innovation obligation. Service innovation is a resource integration process resulting in the creation of new value propositions.

    Design/methodology/approach – A case study of service innovation projects that includes three different businesses in the IT sector and personal interviews with 25 frontline employees.

    Findings – The findings suggest that frontline employees contribute to service innovation by test-driving potential value propositions. Three types of value proposition test-driving have been identified: cognitive, practical, and discursive. The findings suggest interdependencies between the different modes of value proposition test-driving, as well as specific phases of the service innovation process dominated by one form or another.

    Research limitations/implications – Value proposition test-driving offers a fruitful context for managers to involve frontline employees and use their creativity and expertise. The case study approach, however, limits the statistical generalizability of the findings.

    Originality/value – The study is novel in that it introduces the notion of value proposition test-drivingfor service innovation; provides a systematic empirical analysis of how frontline employees contribute toservice innovation by test-driving value propositions; offers a service innovation model informed by the SDL; and contributes to the SDL by detailing how service innovation occurs in practice.

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