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  • 1.
    Aichigui, Victor
    et al.
    Linköpings universitet.
    Johansson, Elisabeth
    Linköpings universitet, Logistik- och kvalitetsutveckling.
    Löfberg, Nina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linköpings universitet, Företagsekonomi.
    Servitization in SME manufacturing firms: A one-way road2015In: Proceedings of QUIS 14: The 14th International Research Symposium on Service Excellence inManagement 2015, 2015, Vol. 14, 965-968 p.Conference paper (Refereed)
    Abstract [en]

    The importance for manufacturing firms to add services to their offerings has been asserted over and over again (Neu and Brown 2005). Adding services to product sales require manufacturing firms to develop other types of offerings such as maintenance services, hybrid offerings or integrated solutions. This implies using new and often unknown practices to be able to provide services. Previous research has focused on the benefits of servitization (Gebauer, Gustafsson, and Witell 2011), albeit in larger firms. Hence, similar research on Small and Medium sized Enterprises (SME) has been scarce. Furthermore, servitization as a unidirectional transition process can be questioned as researchers argue that manufacturing firms might offer different types of services simultaneously and might not have the intention to take the next step that a transition process suggests (Kowalkowski et al. 2015). Moreover, previous research shows that the step from offering after-sales services and repair to offering more advanced services, e.g. process-related services, is rather big. For those services different mindsets are required within the organization; more advanced services would require a service oriented mindset, whereas after-sales services only requires the firm to have a product oriented mindset (Löfberg 2014).

  • 2.
    Alaqra, Alaa
    et al.
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Fischer-Hübner, Simone
    Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science.
    Pettersson, John
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centre for HumanIT.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Stakeholders’ Perspectives on Malleable Signatures in a Cloud-based eHealth Scenario2016In: Proceedings of the International Symposium on Human Aspects of Information Security & Assurance, 2016Conference paper (Refereed)
    Abstract [en]

    In this paper, we discuss end user requirements that we elicited for the use of malleable signatures in a Cloud-based eHealth scenario. The concept of a malleable signature, which is a privacy enhancing cryptographic scheme that enables the redaction of personal information from signed documents while preserving the validity of the signature, might be counter- intuitive to end users as its functionality does not correspond to the one of a traditional signature scheme. A qualitative study via a series of semi-structured interviews and focus groups has been conducted to understand stakeholders’ opinions and concerns in regards to the possible applications of malleable signatures in the eHealth area, where a medical record is first digitally signed by a doctor and later redacted by the patient in the cloud. Results from this study yielded user requirements such as the need for suitable metaphors and guidelines, usable templates, and clear redaction policies. 

  • 3.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology.
    The effect of frontline employees' personal self-disclosure on consumers' encounter experience2016In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, no May, 40-49 p.Article in journal (Refereed)
    Abstract [en]

    The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

  • 4.
    Andersson K, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Kristensson, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    The effect of gaze on consumers’ encounter evaluation2016In: International Journal of Retail & Distribution Management, ISSN 0959-0552, E-ISSN 1758-6690, Vol. 44, no 4, 372-396 p.Article in journal (Refereed)
    Abstract [en]

    Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was whether this finding would hold true in commercial interactions.

    Design/methodology/approach – The authors conducted three experiments using a written scenario with a photograph among a total sample of 612 participants.

    Findings – This research showed that consumers’ social impression of the frontline employees mediated the effect of the employees’ gazing behaviour on consumers’ emotions and satisfaction with the encounters. The findings also showed that averting gaze had a negative effect on consumers’ first impression of the frontline employee, which affected consumers’ satisfaction with the encounter. The findings also showed that a direct gaze had a negative effect on encounter satisfaction when consumers sought to purchase embarrassing products.

    Originality/value – The research demonstrated that the effect of gaze on encounter satisfaction was mediated by the social impression and moderated by consumers’ approach/avoidance motivation.

  • 5.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    How friendship might create reciprocal effects in terms of purchases2012Conference paper (Refereed)
  • 6.
    Andersson, Pernille
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Wästlund, Erik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kristensson, 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 Psychology.
    Background music as part of the servicescape: A study of the effect of music on the shopping experience2011Conference paper (Refereed)
  • 7.
    Andreassen, Tor
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Gebauer, Heiko
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    To co-produce or not? The case of technology-enabled services2013Conference paper (Refereed)
  • 8.
    Awan, Salman Ahmad
    et al.
    Wuhan Univ Technol, Sch Management, Wuhan 430070, Peoples R China..
    Said, Muzafar
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Roos, Inger
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Improve the Communication Quality by Understanding Switching Behavior2015In: PROCEEDINGS OF THE 12TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT / [ed] Wang Yingming, Xu Hongyi, WUHAN UNIV TECHNOLOGY PRESS , 2015, 62-73 p.Conference paper (Refereed)
    Abstract [en]

    Instant paper aims to analyze telecom customer relationship by delving into customer switching behavior and identifying preferred communication type to help companies in designing appropriate communication in order to prevent the customer switching and enhancing customer loyalty. Two staged qualitative research has been conducted by interviewing 13 telecom customers who had experienced telecom service provider switching and data is analyzed by coding technique. Findings reveal that telecom customers chose distinctive sources of information while making switching decision. Active customers chose newsletter based on rich content including innovative services information whereas passive customers chose newsletter primarily based on competitive prices. Managers can communicate active and passive customers according to the respective communication preferences. Moreover, marketers can study switching determinants, triggers and sources of information in order to design the customized communication so as to prevent triggers from happening in the first place, thereby enhancing customer loyalty. This paper synthesizes insights from the extant literature on relationship marketing, customer switching behavior and contemporary communication channels to develop comprehensive customer-driven loyalty enhancing communication.

  • 9.
    Bergkvist, Linda
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Distributed IS development projects: Significant relational-oriented conditions2015In: Modern Techniques for Successful IT Project Management / [ed] Shang Gao (Zhongnan University of Economics and Law, China) and Lazar Rusu (Stockholm University, Sweden), Hershey: Business Science Reference , 2015, 1, , 24 p.Chapter in book (Other academic)
    Abstract [en]

    The management of teams in a distributed IS development project is challenging. It has even been suggested that a new breed of managers for the management of dispersed teams is needed, especially when relationships cross national boundaries. Challenges in distributed, global IS development are understood as related to three dimensions of distance: geographic, temporal, and cultural distance, which affect the manager’s ability to control and coordinate distributed IS development projects. This chapter argues that combining a relationship perspective with a success perspective is fruitful for understanding distributed IS development projects. In this context there are several significant conditions that draw the attention to the challenges in the practice of distributed IS development projects. The chapter ends with the provision of a conceptual framework addressing relational-oriented conditions for the management of distributed IS development projects. Using the framework, managers can identify the relational-oriented conditions for realizing the benefits of distributed IS development projects.

  • 10.
    Bjurulf, Staffan
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Region Varmland, SE-65115 Karlstad, Sweden..
    Vedung, Evert
    Uppsala Univ, Uppsala, Sweden.
    Larsson, C. G.
    A triangulation approach to impact evaluation2013In: Evaluation, ISSN 1356-3890, E-ISSN 1461-7153, Vol. 19, no 1, 56-73 p.Article in journal (Refereed)
    Abstract [en]

    This article presents a viable method to overcome the challenge of producing reliable cause-effect findings in impact evaluation. The Measuring Cluster Effects through Triangulation method (MCET) involves methodological triangulation. Three designs - shadow controls, generic controls, and process tracing - are combined to shed light on causality. When these three approaches are triangulated, cause-effect findings will be more reliable. The MCET combination is a feasible alternative when randomized controlled trials and matched controls are impossible or impracticable. It is also an alternative to using a single non-experimental design, particularly in situations where expenditure is great and the causality issue is pressing. In this article, the MCET approach is illustrated by information drawn from a set of evaluations performed on the activities of the Compare Foundation, a cluster organization in Sweden in the Information and Communication Technology sector. Regionally based in Karlstad, County Varmland, and founded in 2000, the Compare cluster organization has adapted the MCET to its own activities.

  • 11.
    Bolton, Ruth N.
    et al.
    Arizona State Univ, WE Carey Sch Business, Tempe, AZ 85287 USA..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. BI Norwegian Sch Management, Oslo, Norway.
    McColl-Kennedy, Janet
    Univ Queensland, Sch Business, Brisbane, Qld, Australia..
    Sirianni, Nancy J.
    Northeastern Univ, DAmoreMcKim Sch Business, Boston, MA 02115 USA..
    Tse, David K.
    Univ Hong Kong, Chinese Management Ctr, Sch Business, Hong Kong, Hong Kong, Peoples R China..
    Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 2, 253-274 p.Article in journal (Refereed)
    Abstract [en]

    Purpose - Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are needed for firms to be competitive in the marketplace. The problem occurs when performance levels and service offerings become too similar within an industry, so that price is the only competitive weapon that remains. The purpose of this paper is to argue that in order to break this deadlock, companies need to focus on the small details that make big differences to customers. Design/methodology/approach - The paper builds on interviews with executives in successful service organizations. It provides an analysis of differentiation strategies in diverse service organizations across consumption contexts, nations and cultures around the world. Findings - The paper develops three research propositions and argues for radical approaches to help service organizations truly understand customers and provide service experiences that engage and delight them. The paper argues that the new challenge for marketing is to help companies find and implement these small details to make a large impact on the overall customer experience. Originality/value - In order to truly understand the customer experience, the paper need a holistic view of all interactions customers have with a company. The paper need to understand the customer-firm interactions at all touch points, that is, during search, purchase, consumption and post-consumption. Customer experience involves the customers' cognitive, affective, emotional, social and sensory responses to the firm. The originality of this research lies in the focus on the small details that make a difference to customers during the service process rather than in the final outcome of the service performance.

  • 12.
    Brodie, Roderick J.
    et al.
    Univ Auckland, Sch Business, Dept Mkt, Auckland 1, New Zealand..
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enhancing theory development in service research2016In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 27, no 1, 2-8 p.Article in journal (Other academic)
    Abstract [en]

    Purpose - The purpose of this paper is to explore enhancing theory development in service research and provide an overview of the five essays on theorizing initiated by the International Network for Service Research workshop, held at Karlstad, Sweden in September 2014. Design/methodology/approach - A collaborative theorizing process which was initiated at the Karlstad, Sweden workshop. Findings - Six (five from the event and the introduction) original and provocative essays that explore different aspects of theorizing in service research. Originality/value - Exploring how a collaborative approach to research can be used.

  • 13.
    Camén, Carolina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    To manage public procured services using contracts2012Conference paper (Refereed)
  • 14.
    Camén, Carolina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Service quality in contracts an analysis of service quality in public tendering contracts2009Conference paper (Refereed)
  • 15.
    Camén, Carolina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Managing service quality with contracts - a study of contracts in the public transport business2008Conference paper (Refereed)
  • 16.
    Camén, Carolina
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Managing service quality through contracts – an analysis of public tendering contracts2010Conference paper (Refereed)
  • 17.
    Camén, Carolina
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Lidestam, Helene
    Linköpings universitet.
    Subjektiva kriterier i upphandlingsunderlagen och dess uppföljning2013Conference paper (Refereed)
  • 18.
    Chaoren, Lu
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    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.
    The role of policy integration in influencing sustainable public transportation development: A case study of Changzhou BRT system in China2014Conference paper (Refereed)
    Abstract [en]

    Purpose: The main aim of this paper is to explore the organizational and institutional issues for innovation to co-create value by focusing on the influence of public policy and the implementation mechanism, which contributes to a more sustainable public transport system development. The objective is to explore sustainable public transit innovation and development in the Chinese context and answer the research questions: how sustainability public policy is influencing innovation and what is the role of service innovation in integrating local sustainable public transport development with or without conflict between central and local interests.

    Methodology/approach: The paper is of explorative nature. It presents different theoretical concepts - (i) Sustainability and sustainable public transit, (ii) Service innovation, and (iii) value creation/co-creation. The paper illustrates these concepts in an in-depth case study of Changzhou Bus Rapid Transit system in China. Critical case study method is employed in this paper to understand the role of policy for integrating sustainability and innovation. The decision-making process of the local transport authorities in Changzhou is assessed and analyzed against the theoretical framework, which explores the joint working practices in public policy sector and its influence in service innovation and sustainable public transit development. 

    Findings: The study outlines the Chinese policy context in terms of responsibilities, powers and resources available to local transport authorizes, and articulates the tools of government that applied to affect a more sustainable public transit system with the goals of improving environment and meet stakeholder demands. Policies are important in the case of China. Policy integration in urban public transit development enhances the public transport services, drives service innovation and influences the environmental and social patterns.  

    Research limitations/implications: The single case-study design of the present research does not enable empirical generalizations to be made. Future research in this area should focus on generalizing the present findings by studying the development and integration of sustainability policy in other empirical settings, could be of different BRT systems in China, and re-conceptualization.

    Contribution/value: The paper makes an original contribution to the study of sustainable and innovative urban public transit service by explicitly linking the integration of suitability policy and its effect to service innovation and value co-creation based on social and environmental perspectives. The study expands the scope of understanding complex problems and challenges of policy implementation, as well as the potential conflict with the local urban public transit development. It also is contributes to the ongoing discussion in the service research concerning the influence of sustainability towards service innovation and public policy implementation process.

  • 19. Corulcio, Maria
    et al.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Carida, Angela
    Resource integration in innovation processes: a literature review2014Conference paper (Refereed)
  • 20. Cova, Bernard
    et al.
    Pace, Stefano
    Skålén, Per
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Value Co-Creation through Boundary Spanning Practices: Theoretical Considerations for Studying Community-Firm Collaborations2011Conference paper (Refereed)
  • 21. Dasselaar, Manfred
    et al.
    Sundström, Erik
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Exploring in an exploitation based organization: The role of front-line employeés2012Conference paper (Refereed)
  • 22. Dasselaar, Manfred
    et al.
    Sundström, Erik
    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. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Service Innovation: Building Structures and using Capabilities for Exploration2012Conference paper (Refereed)
  • 23.
    Davoudi, Sara
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Innovative Value Creation in Public Transport: Learning to Structure for Capability2016Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    Purpose The purpose of this thesis is to explore the capability of Swedish regional public transport authorities (RPTAs) to organize public transport so that it stimulates the intended value creation process needed to increase users’ positive experience.

    Design/methodology/approach – This thesis utilizes an interpretative research approach. Two empirical studies, resulting in two papers have been used in this thesis. Study I consists of a quantitative Kano questionnaire with 930 respondents. Study II comprises a qualitative study with 11 semi-structured interviews. Both studies have been equally necessary to the results of this thesis.

    Findings – Public transport is one of the few public services with a mandate to attract users, and therefore, this thesis suggests that Swedish public transport organizations must understand how various services in multiple dimensions affect users’ preferences for public transport. With this understanding, public transport organizations can effectively and efficiently allocate resources and increase the appeal of future public transport. Such a focus demands a deep organizational knowledge and understanding of customer needs and detailed awareness of how the achievement of various requirements affects customers. This thesis shows that organizational structures are based on political comprises rather then the needs to solve coordination challenges and facilitate customers’ value creation. It is further argued that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ capabilities to include and understand public transport users’ needs. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.  In addition, I argue that RPTAs must employ both exploitative and exploratory learning to improve their capabilities and increase their efficiency and effectiveness. This thesis also provides a model to describe these relationships.

    Originality/value – Unlike previous studies, this thesis shows how organizational structures are decided based on political compromises rather than the need for coordination. This thesis offers insight into how public organizations, such as Swedish public transport authorities, can make decisions in structural design to learn from customer perceptions and adapt organizational policy accordingly.

  • 24.
    Davoudi, Sara
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Johnson, Mikael
    Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Organizational structure and learning: The case of Swedish public transport authoritiesManuscript (preprint) (Other academic)
    Abstract [en]

    Purpose – The purpose of this article is to explore how organizational structure and information processes frame the abilities of organizations to reach their objectives. 

    Design/methodology/approach – This paper uses multiple cases to gain a holistic understanding of the role of organizational structure in learning within public organizations. This study comprises 11 semi-structured phone interviews with 11 respondents each representing a Regional public transport authority (RPTA) in Sweden.

    Findings –This article argues that the organizational structures and personal or impersonal information processing mechanisms in Swedish public transport influence the search for information and subsequent organizational learning influencing the RPTAs’ ability to reach their objectives.

    Originality/value – Unlike previous studies, this article shows how organizational structures in public organization, such as Swedish public transport, are decided based on political compromises rather the needs to solve coordination problems. 

  • 25.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Service-Dominant Logic and Service Science as Lenses for Service Productivity2014In: Driving Service Productivity: Value-Creation Through Innovation / [ed] Johan Bessant, Claudia Lehmann, Kathrin M Möslein, New York: Springer, 2014, 73-91 p.Chapter in book (Refereed)
  • 26.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Quality Improvement in governmental services: The Role of change pressure exerted by the ‘market’2006In: TQM Magazine, ISSN 0954-478X, E-ISSN 1758-6887, Vol. 18, no 1, 7-21 p.Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to explore the role of change pressure exerted by the “market” on governmental services in quality improvement processes. Two research questions are investigated. How can the role of external pressure exerted by customers and users, for quality improvement, be described and understood in governmental services? How can we understand the internal response (to external pressure exerted by customers and users, for change and quality improvement) as a strategic and cultural process?

    Design/methodology/approach – This study focuses on two main levels: the operational level, where we analyse how the service offerings (or concepts) are designed to meet the needs (and changing needs) of the customers/citizens, the design of the service process, and the formation of the service system in terms of resources, organisational structure and culture; and the strategic level, where we analyse the interdependence between service strategy and service culture. Three cases originating from governmental services in Sweden form the empirical basis for the study.

    Findings – First, the service concept must be in line with, and match, the target group to be served. If there is a gap the organisation will have an inherent quality problem. The second lesson is that the service process must be understood and accepted by both the employees and the users/customers. The results show that a lack of flexibility is a common reason behind quality problems. Involving customers more is one way of designing more flexibility. The third lesson is that the service system is also a question of the norms and values forming the basis for a service culture that supports the service process.

    Research limitations/implications – The article is based on just three cases from one country. More case studies are needed, and in different cultural contexts.

    Practical implications – The pressure for change exerted in governmental organisations is not very different when compared to commercial service companies. Customers are most often the same people, with the same – or similar – needs, expectations and requirements. Quality is assessed in more or less the same way. The differences seem to surface when we take into consideration how external changes exert pressure for change within the organisation, and in the design and delivery of governmental services.

    Originality/value – This article contributes to a theoretical point of departure for describing and analysing service quality improvement in a dynamic perspective, where both the key aspects of service strategy and service culture are taken into consideration. The empirical study shows that the framework is useful and produces fruitful empirical findings.

  • 27.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Enquist, Bo
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    THE IKEA  Saga: How Service Culture Drives Service Strategy2002In: The Service Industries Journal, Vol. 22, no 04, 153-186 p.Article in journal (Refereed)
    Abstract [en]

    Not much attention has been devoted to the relationship between service culture and service strategy, including services marketing strategy. The assumption that service culture drives service strategy has not been empirically examined. The aim of this paper is to contribute to a better understanding of the strategic role that service culture and service strategy have for business development in a long-term perspective. The empirical basis for our discussion comes from IKEA, the largest retail furniture firm in the world. Our results clearly show the importance of a strong and dynamic service culture for market and business success.

  • 28.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Values Resonance Drives Sustainable Customer Value: Lessons from IKEA2012In: Service Management: The New Paradigm in Retailing / [ed] Kandampully, Jay, New York: Springer Science+Business Media B.V., 2012, 249-269 p.Chapter in book (Refereed)
    Abstract [en]

    In this chapter, we focus on how sustainable customer value is a driver of business success. Our role model is the retail company IKEA, the world’s largest furniture industry business. IKEA is a successful and growing business, with long-term profitability.

  • 29.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gloria, N
    Chao, Z.M
    Firth, R
    Why is service-dominant logic based service system better?2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, Vol. 5, no 2, 171-190 p.Article in journal (Refereed)
  • 30.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Gustafsson, Anders
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    The International Research Symposium on Service Excellence in Management (QUIS)2014In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 25, no 4, 430-432 p.Article in journal (Other academic)
  • 31.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Kristensson, Per
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    New service development from the perspective of value co-creation in a service system2014In: Handbook on Research in Service Marketing / [ed] Roland T Rust, Ming-Hui Hung, Boston: Edward Elgar Publishing, 2014Chapter in book (Refereed)
  • 32.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Gustafsson, Anders
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Varför lyssna och lära av kunder i utveckling av konkurrenskraftia tjänster?2008In: Marknadsföring - myter och möjligheter?, Liber , 2008Chapter in book (Refereed)
  • 33.
    Edvardsson, Bo
    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.
    Holmlund, Maria
    Hanken School of Economics, Helsinki.
    Strandvik, Tore
    Hanken School of Economics, Helsinki.
    Initiation of businessrelationships in service-dominant settings2008In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 37, no 3, 339-350 p.Article in journal (Refereed)
  • 34.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kleinaltenkamp, M
    McHugh, P
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Watts, J
    Windahl, C
    Institutional logics matter2013Conference paper (Refereed)
  • 35.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Kleinaltenkamp, Michael
    Tronvoll, Bård
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    McHugh, Patricia
    Windahl, Charlotta
    Institutional logics matter when coordinating resource integration2014In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 14, no 3, 291-309 p.Article in journal (Refereed)
    Abstract [en]

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

  • 36.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Meiren, Thomas
    Schäfer, Adrienne
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Having a strategy for new service development: does it really matter?2013In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 24, no 1, 25-44 p.Article in journal (Refereed)
    Abstract [en]

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

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

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

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

  • 37.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    A new conceptualization of service innovation grounded in SD-logic and service systems2013In: International Journal of Quality and Service Sciences, ISSN 1756-669X, Vol. 5, no 1, 19-31 p.Article in journal (Refereed)
  • 38.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Hedmark Univ Coll, Elverum, Norway.
    Höykinpuro, R
    Complex service recovery processes: how to avoid triple deviation2011In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 4, 331-349 p.Article in journal (Refereed)
  • 39.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    A conceptualisation of service innovation as reconfiguration of actors, resources and institutions2013Conference paper (Refereed)
  • 40.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Tronvoll, Bård
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Witell, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    Key concepts in Service Innovation Research - ACTORS, RESOURCES AND INSTITUTIONS2014Conference paper (Refereed)
  • 41.
    Edvardsson, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping Univ, SE-58183 Linkoping, Sweden.
    Satisfiers and Dissatisfiers in the Service Encounter2004Conference paper (Refereed)
  • 42.
    Elbe, Jorgen
    et al.
    Dalarna Univ, Tourism Studies, SE-79188 Falun, Sweden..
    Emmoth, Anna
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Dalarna Univ, Tourism Studies, SE-79188 Falun, Sweden.;Karlstad Univ, Serv Res Ctr, Karlstad, Sweden..
    The use of rhetoric in legitimation strategies when mobilizing destination stakeholders2014In: Journal of Destination Marketing & Management, ISSN 2212-571X, Vol. 3, no 4, 210-217 p.Article in journal (Refereed)
    Abstract [en]

    Organizations need to gain legitimacy from their stakeholders in order to be able to attract resources. This is of particular importance for organizations that are highly dependent on other actors in their environment. This holds especially true for Destination Management Organizations (DMOs) since DMOs are dependent on a number of different stakeholders in order to be able to carry out their tasks. Legitimacy may therefore be seen as the most critical asset for this kind of organization. It is argued in this paper that gaining legitimacy through the use of rhetoric is a useful strategic approach that a DMO may adopt in order to mobilize support and resources from its stakeholders. To gain legitimacy by using rhetoric - to be able to conform to, adapt to, convince and even manipulate the institutional logic of important stakeholders - becomes an essential strategic approach. An analytical model on legitimation strategies by the use of rhetoric for DMOs has been developed. The model is illustrated by means of a case study of a regional destination development project in central Sweden. (C) 2014 Elsevier Ltd. All rights reserved.

  • 43.
    Elg, Mattias
    et al.
    Linkoping University.
    Engstrom, Jon
    Linkoping University.
    Witell, Lars
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Linkoping University.
    Poksinska, Bozena
    Linkoping University.
    Co-creation and learning in health-care service development2012In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 23, no 3, 328-343 p.Article in journal (Refereed)
    Abstract [en]

    Purpose - The purpose of this study is to develop and evaluate a model for patient co-creation and learning based on diaries for use in health-care service development. In particular, the study aims to investigate the process of patient co-creation and different mechanisms through which health-care service providers can learn from the patient. Design/methodology/approach - The study is based on an action research approach. First, a development phase for patient co-creation and learning leading to a proposed model was conducted. Second, a test phase of the diary-based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care. Findings - The study suggests a model for co-creation and learning in health-care service development through three learning methods. First, the model may be used as a means for generating and collecting patient ideas; second, a single patient's story can be illustrated and can serve as incentive for health-care service development and creation of patient-centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services. Originality/value - This study extends the research on diary-based methods as an operationalisation of co-creation in two ways. First, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Second, the study suggests a co-creation approach of involving patients in health-care service development through patient diaries.

  • 44.
    Emmoth, Anna
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    The Legitimacy Process that Supports the Formation and Development of Cluster Initiatives: The Case of a Tourism Cluster Initiative in Dalarna2016Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    Today, large public investments are being made with the aim of creating and developing cooperation between businesses in inter-organizational networks. Such initiatives are commonly denoted cluster initiatives and their underlying purpose are to spur innovation and regional growth.

    Much research has been conducted in this field, but relatively few studies have examined the process of cluster initiatives. By following the case of a regional cluster project within the tourism industry in the region of Dalarna, Sweden, the objective of this thesis is to deepen the understanding of the formation and development process of cluster initiatives. The investigation has been conducted by examining two main themes; the internal relationships within the cluster initiative and the relationships between the cluster initiative and its external stakeholders, such as funding agencies, regional government and local businesses.

    The analysis is based on a legitimacy perspective and indicates that the coordinating body of the cluster initiative, the hub, principally deals with a legitimation process. What occurs within the cluster initiative, between the members themselves and between the members and the hub, is legitimation. This also applies to external relationships, between the hub and its external stakeholders. A prerequisite for the realization of its mission is that the hub obtain and sustain legitimacy; legitimacy for itself, for the other members, for the idea, for the different activities and for the industry as such.

  • 45.
    Enquist, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Kollektivtrafik som transformativ kraft för levande och hållbara städer2016Report (Other academic)
    Abstract [sv]

    Denna studie uppmärksammar kollektivtrafik som transformativ förändringskraft i städer. I studien talas om att se kollektivtrafik som ryggraden i hållbar mobilitet och en möjliggörare för förändring, med visionen att bygga en stad för människor. En levande och attraktiv stad där kollektivtrafik sätts in i ett större sammanhang för att underlätta människors vardag. 

    Sveriges tre största stadsregioner; Stockholm, Göteborg och Malmö har studerats. För att på ett djupare plan förstå dessa förändringsprocesser har även sju internationella jämförelsestudier tagits fram (Freiburg, Zürich, London, Paris, Singapore, Kapstaden och Buenos Aires), liksom en konceptuell och teoretisk analys- och tolkningsram. Såväl de svenska som utländska fallstudierna pekar på att det finns många utmaningar i växande stadsregioner.  Studien ger en ökad insikt om att kollektivtrafik kan vara ett verktyg att bryta sociala och miljömässiga utmaningar, liksom mobilitetsutmaningar. Det krävs en avancerad produktionslogik för att utveckla kapacitetsstarka kollektivtrafiklösningar, men när allt är på plats i ett samverkande system kan kunden/resenären utnyttja systemet i sin egen värdeskapande process utifrån en kundorienterad tjänstelogik. Det finns ett behov av en fortsatt lärprocess för att använda kollektivtrafik som transformativ kraft. Det är människor som rör sig i staden, kollektivtrafik är endast ett medel. Det är med gemensamma offentliga och privata resurser som en levande, hållbar och attraktiv livsmiljö kan skapas, men det måste ske inom ramen gemensamma värderingar och berättelser.  Då utvecklas ett samhälle som bygger på tillit. Att hantera transformation, värdeskapande och hållberhet kräver flernivåstyrning, resursintegration och en utmaningsdriven tjänsteinnovation. Delarna finns där, men det behövs ett mer samlat grepp för att fullt ut utnyttja potentialen i Kollektivtrafik som transformativ kraft för levande och hållbara städer.

  • 46.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel Petros
    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.
    The dialogue of Corporate Governance and Corporate Social Responsibility in Service - Dominant Logic : An explorative study of IKEA, H&M and Starbucks2010Conference paper (Refereed)
  • 47.
    Enquist, Bo
    et al.
    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.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Sebhatu, Samuel Petros
    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.
    Values-based Service Quality: Narratives from IKEA2006Conference paper (Refereed)
  • 48.
    Enquist, Bo
    et al.
    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.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Sebhatu, Samuel Petros
    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.
    Corporate Social Responsibility for Charity or for Service Business?2007Conference paper (Refereed)
  • 49.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Johnson, Mikael
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.
    Rönnbäck, Åsa
    University of Gothenburg.
    The paradigm shift to business excellence 2.02015In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 7, no 2-3, 321-333 p.Article in journal (Refereed)
    Abstract [en]

    Purpose: This paper aims to contribute to the debate on business excellence by comparing the business excellence models of Malcolm Baldrige, European Foundation for Quality Management and Swedish Institute for Quality. By assessing these in relation to today’s new business landscape, the authors suggest that emphasising issues such as stakeholder co-creation of value, stakeholder dialogue, service innovation, service logic, business ethics and different views on resource integration can alter the view of quality improvement from economic, social and environmental perspectives, in turn, leading to Business Excellence 2.0.

    Design/methodology/approach: This study examines three business excellence models and compares their adoption of the concepts of today’s new business landscape. The study focuses on whether the models’ fundamental principles and concepts are aligned with the views on sustainability, stakeholder co-creation and service innovation.

    Findings: The examined business excellence models do not fully respond to the requirements of today’s business landscape. To gain relevance in the private sector, the fundamental ideas of the models in terms of concepts, criteria and evaluation processes must be rethought. Such an opportunity enables the quality movement and service logic research to come together to develop new business excellence models that incorporate the challenges of today’s business landscape. Research limitations/implications – This paper illustrates the need to develop business excellence models to address the perspectives of today’s new business landscape.

    Practical implications: By incorporating strategies in sustainability, stakeholder co-creation and service innovation in business excellence models, organisations can deliver sustainable business growth.

    Originality/value: The paper sheds new light on how business excellence models can incorporate aspects of the new business landscape. It also shows how the quality movement and the ongoing service logic research can come together to develop a new business excellence model that addresses the challenges in the new business landscape.

  • 50.
    Enquist, Bo
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Sebhatu, Samuel
    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.
    Edvardsson, Bo
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    The role of Corporate Governance and Corporate Social Responsibility in Service - Dominant Logic: An explorative study of IKEA, H&M and Starbucks2010Conference paper (Refereed)
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